ATT Uverse goes Down

Hello:

At 11:59 am August 7, 2018 my U-Verse went down again, this time it was a short down time it was only 40 minutes. I called the tech that was here from Fond du lac and the area ATT Service Manager. I called ATT customer service to see if they can get the modem back up. The tech saw that we had a line fault outside somewhere in the 550 foot range. He put in a ticket for your outside repair crew to come in and find this problem. We have had 8 inside techs at our business for the same problem, since this started. No one has taken the time to find out why this is happening. We will see what is found on Thursday August 9, 2018, between 12 - 4 pm. 

Here its Tuesday Aug 14, 2018 @ 3:50 pm. The wonderful U-Verse went down again. This time my IT guy had a tech on the phone. When the U-Verse went down. Its not in the norm of 11:10 am - 12:25 pm. It went down later in the afternoon. I asked the tech to please put what happened into the notes, for everyone to look at.  I have all these phone number from the office of the president to the area manager to technicians. I have called and emailed everyone involved. One thing that we are learning is that it can be a phone line issue, the tech thinks.

He said that on his end he can see the modem down. On my end the second light is bright RED.

He reset the modem on his end, and 5 minutes later the broad band light turned green. This was the fastest we came back on line. It only took 15 minutes. 

I spoke to the office of the president who wanted to close out our ticket, on Monday.

What good is the phone numbers that where given to me if no one answer the phone when the broad band goes RED?

The building we are in was built in 1985

The outside tech was here on Thursday August 9, 2018 @ 12 noon. The modem did not go down. She was thinking that the line that goes to the building needs to be replaced. 

Today it Wednesday August 22, 2018, we lost U-Verse at 9:09 am to 9:20 am
I was on hold with customer service and it came back up by itself.
Internet is very slow, but its working. Ping 64 ms, Download 9.60 ms, upload .89 ms. We are paying for 24 x 2

Than at 9:30 am it went down, Dead. The tech that was helping me said the problem is 100 feet past our location and he can see what every tech has done. All the techs cannot find the problem so they have closed out the ticket. He said that instead of finding the problem every tech just tried to find the problem at hand and not what is cause the real issue with the U-Verse signal. He seams to think its a bad slice in the cable. 

ATT Customer service tells me that a service tech  is suppose to be here between 12 noon and 2 pm today, Wednesday August 22, 18.

I received a text message at 10:34 am telling me a service Tech will be here between  Noon - 2 pm on 8/22 today.

I changed my afternoon appointments to be here for what?

Its 3:27 pm central time and not even a call telling me they need to reschedule. If I ran my business like this, I would be out of business.

Than I get an Email from the office of the president. I’m looking at the open ticket for your case and it seems there’s an issue with this order.

REALLY / You Think 

I'm Frustrated with both the office of the president and the executive team

The executive team want to shift blame away from the problem at hand. 
An outside Tech that was here in the beginning of August, tells me one thing and turns around tells the executive team that our problem is caused by the construction in front of our home.  

PROBLEM STARTED ON 5/8/2018 construction started at the end of JUNE
Another problem is that we are a business,  we are not a home, we are in an office.

So What I think is that the tech along with the manger are covering their backsides. because its going to cost way to much $$$

I'm told that maybe we should increase our speeds, that 25 x 2 does not have enough power for our needs. REALLY

Than we should of had problems from day one when we had ATT installed on 12/30/2016. Problems started 5/8/2018

In my notes we went from 2/13/2017 - 2/2/2018 with no problems. So if our speed is to blame than we should have issues from the start?

For being such a large company your customer service is horrible.

Re: Uverse Problem

Hello, just circling back to you as I see you were contacted by my escalation team. I'm glad they were able to resolve your concerns.   Please let me know if you should need further assistance.   Thank you,

Hi: 

No one at ATT has done a dam thing about anything. There are ideas thrown around. Not a thing has been done. 

I'm sorry to say but what a F%&^%$# joke this whole situation is getting to be!

It’s not on you but, your upper management wants this to go away and they are sweeping it under the carpet!!!!

Tuesday was a day from H%^& we were down more than we were up. I do not even bother to call ATT anymore. We just wait and prayed that the broad Band comes up by itself. 

Your upper management team wants us to through more money at this problem in hopes it might work and when I asked for guaranties, well they have not or will not get back to me!!!

I will keep taking picture of the Broad Band light when it goes red and document the times on how long we are without service. 

What this thing is doing is that the Broad Band light goes red, stays out for 5 - 12 minutes and comes back on to green. Stays on for 15 - 51 minutes and starts all over again. 

This happened from 9:16 am - 1:26 pm on Tuesday September 4th, 2018. 

Today is September 6, 2018 , I have officially been without U-verse and internet services since August 6,2018 , whenever I call them, customer service says there’s nothing to be done until the contractor repairs the line , so I ask why should I pay for services that I’m not getting, I was told that if I didn’t pay , my service would be interrupted. ATT Is the WORST!!!!

Hello:

Try to call the office of the management team for U-Verse, they are out of Michigan. Be careful, they will try to blame your problems on you and not AT&T!

If the office of the president calls you. Take what she tells you with a grain of salt. Its all B^&%$, they are going to tell you that they are monitoring the problem.

No one is going to fix the problem at all. What a joke, we are in Wisconsin and a small business.

Now customer service is being shifted to the Philippians, so you cannot understand them and they are totally clueless on Business Services!

Date: 9/7/2018 7:30:00 AM  UserIDs: 
Subject: Down: ATT-UVerse

Came in this morning Friday Sept 7, 2018 @ 7:24 am. 
AT&T U-Verse is down again. This is a bad Joke!

I called the number I was given again and spoke to a level 2 tech. He told me that he can see the modem is down. I asked him do we know for how long the modem has been down for?

He said no way to know. He reset it again and committed that we have been having the same problem for a long time now. 
He told me that he was going to submit a call to the area Manager.
I told him to not waste his time for I have 4 managers number and that not one of them will return a phone call or get off their back sides. Great Customer Service – NOT

I told him that On Tuesday Sept 4, 2018 from 9:16 am - 1:26 pm we had a day from H%^&
I also told him that I have the number and email address for the office of the president and that is a Joke.
I also told him that I have the number for the management team for U-Verse and that they are the ones that, spoke to the outside tech that was here at my business.

The lady (Outside Tech) tells me one thing (on How expensive the repair will be and that she cannot make that call on her own) and tell this team member a totally different and that we are a home. (We are a Business) 

Something that her and her manager came up with, because of the cost, My Guess!

The level 2 wants to send a tech out here. For what, we have had 10 people out here for the same problem - Totally a Lennon

AT&T cannot find the problem, so they are just going to shift the problem on us (Internal)

To go from a red light Broad Band (down) to a green light Broad Band (up)

This is Funny Stuff, I have to call into AT&T to have them reset our Modem every TIME!