Mentor
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38 Messages
Disconnected wrong set top box.
I received a replacement wireless set top box. When I tried to swap out the stb it would not connect. I got message "device does not match account settings". After several calls and direct messages via AT&T Help on Twitter, Uverse technical support provisioned the replacement stb but disabled the incorrect stb. Now I have no service on the stb in my family room.
baseballisback
ACE - Professor
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8.1K Messages
2 years ago
Repeat the steps.
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ggivensjr
Mentor
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38 Messages
2 years ago
What do you mean? They disabled the wrong Wireless STB! I am the customer I have no access to the AT&T provisioning software. Besides, the technician that came by today told me to just return the STB that was wrongly disabled and keep the one that was being replaced because there's nothing wrong with it. AT&T tech support office staff are (Edited per community guidelines)! I'm changing providers. Tired of throwing good money after bad!
(edited)
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baseballisback
ACE - Professor
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8.1K Messages
2 years ago
Well, if the wrong box was deactivated, I'd call them back and let them know.
How do they know the wrong box was deactivated if the customer doesn't let them know?
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ggivensjr
Mentor
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38 Messages
2 years ago
I did call support to let them know! They said to let home visit tech sort it out! And, I let the home visit tech, Elizabeth, know what happened. As I said, she told me to keep it the way it is and return the box that was incorrectly disabled and not to be concerned because the box that was to have been originally replaced has nothing wrong with it. This overall experience was like the left hand not knowing what the right hand was doing and like the blind leading the blind. What an awful servicing experience! You are just adding fuel to the fire.
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