Uverse and Internet issues

I can’t tag for support by the way…your page kept crashing saying “we had an issue”… go figure. 

This is the typical bandwidth (note the 10Mbps upload) when we do have service, regardless of what device is testing or if it’s hardwired or via WiFi  

And this gem is what we see more than we see a picture.  It’s great.

Oh, and this gem while troubleshooting because, you guessed it, ATT hung up on us and won’t complete a support chat…

Hi @JCZL, 

We understand you’re having issues with your U-verse and internet services.  Let's get the assistance you require.

It’s certainly frustrating when channels pixelate, audio drops, and overall service quality is unreliable. Let’s try to troubleshoot the issue and see if we can improve your situation:

Sometimes widespread issues affect entire areas. You can check if there’s a wireless or internet outage affecting your service by visiting the link https://www.att.com/outages/ . If there’s an outage, our technicians  will work to resolve it as quickly as possible. You can sign up for updates about your outage on that page as well.

A system restart may help. Press and release the power button on your Wi-Fi gateway, All-Fi Hub, or modem. Alternatively, unplug your equipment and then plug it back in. The restart can take up to five minutes and affects all services that use your internet, including phone and TV. 

Let us know how it goes.

For further assistance we're here to assist you.

Thank you for contacting AT&T Community & Forums!

Jennifer, AT&T Community Specialist.

Literally every piece of hardware has been unplugged and plugged back in multiple times.  Service is still garbage.

Most stations are up (maybe ~80%) right now, but changing channels means sitting on a blank screen from anywhere between 1 and 3 minutes before picture and sound start.  Internet is worse, we have to just turn off WiFi on all devices that we can and just use cellular.  We don't use ATT for cellular, so it actually works.

The service outage check says no outage, but I trust that even less than the ATT manager that was supposed to be reaching out, which is zero. ATT told us for 4 days there was not outage and only admitted they were having issues after enough people complained to the FCC or dropped services I guess.

Hi @JCZL! Let's get the assistance you require.

After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support.  To assist you best, we encourage you to review our Contact Us page [ https://www.att.com/support/contact-us/ ] to identify what method you’d prefer to reach out for this account level help.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

Thank you for contacting AT&T Community Forums,

Rob, AT&T Community Specialist.

Yeah, that’s what I’ve already done. I’ve tried to chat multiple times and it always disconnects me as soon as one of the wildly unhelpful agents connects.  I called and sat on the phone for >30 minutes and was disconnected by the agent when they finally connected.  And I’ve reached out over social media, which is where I was told by one of the wildly useless and lying folks at ATT that a “supervisor will be reaching you out within the next 24 hours.”  Which…you guessed it…hasn’t happened. Would never have guessed that. 

Maybe you can get someone there at ATT to actually do their job and talk to a customer or even fix the service issues here without telling us that 1) everyone in the local area having constant service issues needs a tech to visit us for $200 because we don’t have any HW issues, and 2) acknowledge that there is an issue with your service.

and I guess while I’m at it, I need somebody to figure out how they’re gonna start reimbursing or crediting customers for their lost integrated services because, let me tell you, $10 does not cut it. You’ve already lost my business moving forward, this sure isn’t helping your case. 

this is from my last wildly unsuccessful attempt at getting help from ATT. 

Yay!!!  Back to no TV service! I love ATT!!!

Did you have a technician visit?

Are you running coax or ethernet? I'd highly recommend ethernet from the gateway to the DVR. If you can't switch other receivers to wireless, please consider moving those to ethernet as well.

Generally speaking to help with pixelation unplug your RG (modem) from power, then unplug your wireless access point: see the picture below

Then your receivers/cable boxes.

Then in sequence plug your RG into power, make sure your RG and your wireless access point are separated at least three feet from each other and your wireless access point is sitting at least wait high on a piece of furniture. After your RG has been plugged into power for 5 min then plug in your wireless access point, wait 5 min and plug in your receivers. Wait for everything to come up and hopefully no more picture quality issues.

Thanks baseballisback, I haven’t this time. I’m running Ethernet, so it doesn’t seem to be a line issue. It clears up for a couple days, the. Goes out for a week or so. There’s a growing group of people getting vocal in our area about ATT’s poor service up here, and the fact they continue to charge customers for service they can’t use due to poor speed/degradation. 

Also- thanks receding_hairline I’ve tried that a few times as well.  Did a little shifting of equipment earlier in the week, but I’d didn’t seem to help. ATT is either having serious issues with infrastructure up here, or is extending their service area at the expense of the current customers. I get “no issues” until enough people complain and an outage gets listed for a day in the exact same area over and over. 

sorry I couldn’t directly reply- for some reason the forum will only let me reply to the main thread

Maybe its time to give a dtv stream/youtube tv a look. They do run a free trials iirc.

Gheez...if there was a problem with my service that couldn't be solved with a reset, I'd be calling immediately.

TBH, switching probably won't fix much, considering a new service would use many of the same wires.