CC57's profile

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Wednesday, May 22nd, 2024 3:39 PM

Uverse Account Has Incorrect STPs Ser #s

Recently (~ 4 weeks ago), I requested a WiFi extender. In the original order, they sent a new gateway along with the extender.  I informed AT&T that would not work, as I needed a gateway with coaxial connections.
They replied with "Try this" and wasted their time and mine sending out new other STPs (Set Top Boxes) that would not work for our application.

I was finally able to speak to (1) someone where English for which English was their 1st language and (2) he was Tier -II support. He informed me that we could use our original gateway. AT&T was mistaken in thinking they needed to send out a new gateway and the three "replacement" STPs.

So all is good now, correct?

Well, it was until just returning from vacation and finding none of our STPs work. The error is "This Set Top Box does not match the account settings"

After placing two calls and finally overcoming the language barrier, I was able confirm my suspicion.  AT&T changed the serial #s listed on our account from the old S#s (all have been in place for years and were/are functional) to the new S#s.

And they're saying they can't correct the S#s in the account, we have to wait for a tech to be rolled.

So now, AT&T has wasted their money and my time (1) sending out units that were not required (2) paying UPS to ship the non-required units back to themself (3) wasted money on the packing boxes of the non-required units (while at the UPS store, they pull the STPs out of the boxes, scan the codes, and trash the old shipping boxes (4) are rolling a truck instead of just letting me read off the S#s on our STPs and updating our account records.

Is there no one I could talk to at AT&T that could merely update our account with the S#s I would provide, and fix our problem, save themselves the truck roll? 

Community Support

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254.6K Messages

7 months ago

Hi @CC57

We completely understand your concern and would like to help. Let's get the assistance you require.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

Thank you for contacting AT&T Community Forums,

Tess, AT&T Community Specialist.

 

 


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