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Posted Jul 3, 2013
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Uverse not active after promised date/time
My DSL+phone service was supposed to be changed over to Uverse (self-install, internet only, no phone) as if 8pm Wed 7/3. However my DSL is still active as of 11:30pm, and when I tried plugging in the RG I just got a blonking red Broadband light. I called Uverse support but all they said they could do is send out a tech Sat pm. At least I still have DSL in the meantime, but I dont want to be double-billed, and based on other posts in this forum there's no guarntee a tech can actually fix this problem. Are there any Community Reps that could help me? -Thanks!
My DSL+phone service was supposed to be changed over to Uverse (self-install, internet only, no phone) as if 8pm Wed 7/3. However my DSL is still active as of 11:30pm, and when I tried plugging in the RG I just got a blonking red Broadband light. I called Uverse support but all they said they could do is send out a tech Sat pm. At least I still have DSL in the meantime, but I dont want to be double-billed, and based on other posts in this forum there's no guarntee a tech can actually fix this problem. Are there any Community Reps that could help me? -Thanks!
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Jul 4, 2013 4:11:24 PM
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Edited by LloydM on Jul 4, 2013 at 4:19:26 PM

The problem WAS with the NID. In mine there are two parallel sides each with a signal pair at top, an RG-45 (or RJ-11?) stub and jack in the middle, and a set of binding posts at bottom.  When I switched the connected stub to the jack on the other side, the BB/Service lights went green and I was able to get online and activate. So yes, as the previous poster said, a tech should have been sent out to ensure the NID was correctly configured. Self-install is just for the online part which is only possible after the NID has been correctly configured. The tech in this case forgot to take the final step of moving the stub, or AT&T never sent a tech out, not considering the stub had to be moved. Thanks for the help!

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Uverse not active after promised date/time

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Jul 4, 2013 6:59:31 AM
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If your old modem still works you service has not been switched yet.
On the conversion generally two techs are involved, the first is the CO tech responsible for disabling the adsl circuit. The second tech is uverse tech responsible for running jumpers and verifying sync at the mid before 8 pm. The uverse tech is supposed to call number listed on account and inform you or leave message (if you have that ability on listed call number) when the service is up.

As your modem stills works either
1) your work order is lost , no work has been done....reason if CO tech had disabled but uverse tech not dispatched neither modem would work.
2) if co tech disabled, uverse tech had issue in providing service to you NID, then tech is supposed to restore your original service(jumpers), notify CO tech to restore, and return the work order for outside plant tech to correct wiring, then order reschedule for future install. If this is the case the tech being dispatched
If your old modem still works you service has not been switched yet.
On the conversion generally two techs are involved, the first is the CO tech responsible for disabling the adsl circuit. The second tech is uverse tech responsible for running jumpers and verifying sync at the mid before 8 pm. The uverse tech is supposed to call number listed on account and inform you or leave message (if you have that ability on listed call number) when the service is up.

As your modem stills works either
1) your work order is lost , no work has been done....reason if CO tech had disabled but uverse tech not dispatched neither modem would work.
2) if co tech disabled, uverse tech had issue in providing service to you NID, then tech is supposed to restore your original service(jumpers), notify CO tech to restore, and return the work order for outside plant tech to correct wiring, then order reschedule for future install. If this is the case the tech being dispatched
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Uverse not active after promised date/time

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Jul 4, 2013 7:19:55 AM
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ACE - Master
Edited by oufanindallas on Jul 4, 2013 at 7:20:15 AM

If you have recieved your RG but your DSL still works, then your UVerse hasn't been activated.  Self installs do not require any prem techs and it should be just a matter of following the instructions provided and  you are up and running. 

 

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

If you have recieved your RG but your DSL still works, then your UVerse hasn't been activated.  Self installs do not require any prem techs and it should be just a matter of following the instructions provided and  you are up and running. 

 

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.  

 

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

 

To check for their reply, click the little blue envelope.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse not active after promised date/time

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Jul 4, 2013 12:15:46 PM
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I think you are confusing service activation with RG registration. The NID has to be rewired and VDSL service activated by a tech for the RG to show green BB and Service lights. Only then can self-install (including registration) be done. I have a flashing red BB light so I cant self-install. I have sent a message to Cust Care as you suggested.
I think you are confusing service activation with RG registration. The NID has to be rewired and VDSL service activated by a tech for the RG to show green BB and Service lights. Only then can self-install (including registration) be done. I have a flashing red BB light so I cant self-install. I have sent a message to Cust Care as you suggested.

Re: Uverse not active after promised date/time

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Jul 4, 2013 12:18:39 PM
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I never got a tech call but autonotification sent me a text that my order was completed 7/4 am. However nothing seems to have changed.
I never got a tech call but autonotification sent me a text that my order was completed 7/4 am. However nothing seems to have changed.

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Jul 4, 2013 1:00:07 PM
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If you received notice that your order is completed then check your NID, you have a least two pairs of wires: blue/blue white and orange/orange white, the signal should be on one of the pair.

Question does your outside line(drop) go to a NID or straight into home (basement/attic/closet) with no outside box. The tech assigned to your account would have verified sync at NID if available, otherwise verifies sync at serving terminal (pole if aerial feed, ground box if buried feed drop)

If tech verified sync at term due to no access problem could be drop is bad (copper not cat3), sync is on other pair.. if Nid verified sync is on other pair....this is listed as a CSI (customer self install) meaning you agree to deal with ANY inside wire issues including hooking up to correct pair at NID.

As your orig. Modem is still working and notified order completed, suspect your work order that the tech was assigned is using a different binding post assignments to provide service other than what your DSL line is on. Take modem with short cable to NID, hook up with power and see if new RG goes green, if does your issue to resolve or be charged $99 for a FAILED CSI for the tech to connect you at NID, and deal with any interior wiring issues such as quad replacement with cat5 Ethernet cable, bridge tap (multiple jacks stealing signal) or ?

Another possiblity exists that you are too far from VRAD for RG (3600?) To sync and need either the 3051 (purchased RG) or the 3801($6/month leased RG). If tech provides new 3051, orig. RG not registered the tech can take the 3600 and turn in for you as both are purchased, just a swap. If tech provides a 3801 (leased) then YOU need to return the RG via UPS (info should be with packing material) to receive a $100 credit for return of unit. If not returned, then you own it and may do with as you please.

A lot of info, if tech visit is schedule for Saturday faster response than working with cust care who would probable need to dispatch a tech to determine causes and resolutions.

Best to you, I just believe they should do away completely with self installs and require tech completions on all installs (note no CSI available if ordering 18 or 24). This may be more costly upfront (cx pays $149 full tech install vs $50 for CSI) but guarantee more completions with satisfied customers and fewer second truck dispatches
If you received notice that your order is completed then check your NID, you have a least two pairs of wires: blue/blue white and orange/orange white, the signal should be on one of the pair.

Question does your outside line(drop) go to a NID or straight into home (basement/attic/closet) with no outside box. The tech assigned to your account would have verified sync at NID if available, otherwise verifies sync at serving terminal (pole if aerial feed, ground box if buried feed drop)

If tech verified sync at term due to no access problem could be drop is bad (copper not cat3), sync is on other pair.. if Nid verified sync is on other pair....this is listed as a CSI (customer self install) meaning you agree to deal with ANY inside wire issues including hooking up to correct pair at NID.

As your orig. Modem is still working and notified order completed, suspect your work order that the tech was assigned is using a different binding post assignments to provide service other than what your DSL line is on. Take modem with short cable to NID, hook up with power and see if new RG goes green, if does your issue to resolve or be charged $99 for a FAILED CSI for the tech to connect you at NID, and deal with any interior wiring issues such as quad replacement with cat5 Ethernet cable, bridge tap (multiple jacks stealing signal) or ?

Another possiblity exists that you are too far from VRAD for RG (3600?) To sync and need either the 3051 (purchased RG) or the 3801($6/month leased RG). If tech provides new 3051, orig. RG not registered the tech can take the 3600 and turn in for you as both are purchased, just a swap. If tech provides a 3801 (leased) then YOU need to return the RG via UPS (info should be with packing material) to receive a $100 credit for return of unit. If not returned, then you own it and may do with as you please.

A lot of info, if tech visit is schedule for Saturday faster response than working with cust care who would probable need to dispatch a tech to determine causes and resolutions.

Best to you, I just believe they should do away completely with self installs and require tech completions on all installs (note no CSI available if ordering 18 or 24). This may be more costly upfront (cx pays $149 full tech install vs $50 for CSI) but guarantee more completions with satisfied customers and fewer second truck dispatches
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Uverse not active after promised date/time

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Jul 4, 2013 2:57:03 PM
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ACE - Master

LloydM wrote:
I think you are confusing service activation with RG registration. The NID has to be rewired and VDSL service activated by a tech for the RG to show green BB and Service lights. Only then can self-install (including registration) be done. I have a flashing red BB light so I cant self-install. I have sent a message to Cust Care as you suggested.

If you are getting internet only you don't need all of that.  it's called self install for a reason.

 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway

LloydM wrote:
I think you are confusing service activation with RG registration. The NID has to be rewired and VDSL service activated by a tech for the RG to show green BB and Service lights. Only then can self-install (including registration) be done. I have a flashing red BB light so I cant self-install. I have sent a message to Cust Care as you suggested.

If you are getting internet only you don't need all of that.  it's called self install for a reason.

 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse not active after promised date/time

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Jul 4, 2013 4:11:24 PM
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Edited by LloydM on Jul 4, 2013 at 4:19:26 PM

The problem WAS with the NID. In mine there are two parallel sides each with a signal pair at top, an RG-45 (or RJ-11?) stub and jack in the middle, and a set of binding posts at bottom.  When I switched the connected stub to the jack on the other side, the BB/Service lights went green and I was able to get online and activate. So yes, as the previous poster said, a tech should have been sent out to ensure the NID was correctly configured. Self-install is just for the online part which is only possible after the NID has been correctly configured. The tech in this case forgot to take the final step of moving the stub, or AT&T never sent a tech out, not considering the stub had to be moved. Thanks for the help!

The problem WAS with the NID. In mine there are two parallel sides each with a signal pair at top, an RG-45 (or RJ-11?) stub and jack in the middle, and a set of binding posts at bottom.  When I switched the connected stub to the jack on the other side, the BB/Service lights went green and I was able to get online and activate. So yes, as the previous poster said, a tech should have been sent out to ensure the NID was correctly configured. Self-install is just for the online part which is only possible after the NID has been correctly configured. The tech in this case forgot to take the final step of moving the stub, or AT&T never sent a tech out, not considering the stub had to be moved. Thanks for the help!

Re: Uverse not active after promised date/time [SOLVED]

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Jul 4, 2013 4:48:16 PM
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ACE - Expert

my thoughts wrote:
If your old modem still works you service has not been switched yet.
On the conversion generally two techs are involved, the first is the CO tech responsible for disabling the adsl circuit. The second tech is uverse tech responsible for running jumpers and verifying sync at the mid before 8 pm. The uverse tech is supposed to call number listed on account and inform you or leave message (if you have that ability on listed call number) when the service is up.

As your modem stills works either
1) your work order is lost , no work has been done....reason if CO tech had disabled but uverse tech not dispatched neither modem would work.
2) if co tech disabled, uverse tech had issue in providing service to you NID, then tech is supposed to restore your original service(jumpers), notify CO tech to restore, and return the work order for outside plant tech to correct wiring, then order reschedule for future install. If this is the case the tech being dispatched

If you are an ATT employee, sounds like your are, you should have the employee disclaimer as your signature. :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more


my thoughts wrote:
If your old modem still works you service has not been switched yet.
On the conversion generally two techs are involved, the first is the CO tech responsible for disabling the adsl circuit. The second tech is uverse tech responsible for running jumpers and verifying sync at the mid before 8 pm. The uverse tech is supposed to call number listed on account and inform you or leave message (if you have that ability on listed call number) when the service is up.

As your modem stills works either
1) your work order is lost , no work has been done....reason if CO tech had disabled but uverse tech not dispatched neither modem would work.
2) if co tech disabled, uverse tech had issue in providing service to you NID, then tech is supposed to restore your original service(jumpers), notify CO tech to restore, and return the work order for outside plant tech to correct wiring, then order reschedule for future install. If this is the case the tech being dispatched

If you are an ATT employee, sounds like your are, you should have the employee disclaimer as your signature. :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse not active after promised date/time

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Jul 8, 2013 8:14:28 PM
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Teacher

I talked with an AT&T Social Media rep. He said that a tech had been sent out but failed to check the NID. The tech had also failed to call me beforehand. Bad, bad tech!

 

Also when ADSL is dropped and VDSL is added in the same order, AT&T calls it a "DSL congestion conversion" order. The next billing statement will charge for both services, even though ADSL has been terminated. The statement after that will show a credit for the ADSL service. The rep said AT&T gets a lot of calls form confused customers about this.

I talked with an AT&T Social Media rep. He said that a tech had been sent out but failed to check the NID. The tech had also failed to call me beforehand. Bad, bad tech!

 

Also when ADSL is dropped and VDSL is added in the same order, AT&T calls it a "DSL congestion conversion" order. The next billing statement will charge for both services, even though ADSL has been terminated. The statement after that will show a credit for the ADSL service. The rep said AT&T gets a lot of calls form confused customers about this.

Re: Uverse not active after promised date/time [SOLVED]

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Jul 9, 2013 11:11:09 AM
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ACE - Expert

Thanks for posting that info.

Thanks for posting that info.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse not active after promised date/time [SOLVED]

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