01-02-2013 12:07:51 PM
My parents recently had Uverse installed at their house after hearing me rave about it for years. I am visiting for the holidays and was surprised to find out that their internet goes out every few days, and, in order for them to get it working, they go out into their garage and reset their battery backup. I don't have VOIP at my home, so I'm unfamiliar with the battery or why they would need to reset this in order to get their internet working.
The TV usually stays working (when I've seen the internet go down). I know my dad has spent hours on the phone with customer support to no avail (I assume they are the ones that told him to reset the battery when this happens). He is handicap and while he can make it to the garage to reset the battery, it's a real annoyance to him.
Any ideas what the problem could be or how they can fix it?
01-02-2013 02:31:59 PM
It is strange that you would have to reset the battery backup to fix the Internet while the IPTV continues to work throughout the episode.
No, this is not normal. If he has already contacted AT&T U-verse technical support (at 800-288-2020), then you can proceed to the next step of contacting the escalation team. Please click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site) in a business day or three.