Why didn't I receive a battery backup?

[lax20531]

Are they still including the battery backup with the VOIP service?  Is it something that must be requested or should it have been provided automatically?  When the service was installed about 6 weeks ago, the tech asked me if I had signed up for VOIP (not sure if he didn't know or was just confirming) but he never provided me with the UPS.  I read posts where people are having problems with the device, but I'd like to receive it nonetheless to supplement my phone service.  Does anyone know if AT&T mails equipment or will I need to wait at home for another appointment?   I probably need to ring the Phillipine call center, but would like to determine more before doing so.

[RCSMG ACE - Master]

Call cs and let them know you haven't received your BBU.  I got a new RG mailed to me yesterday and they sent me a new BBU for it also.  I didn't expect a new one but it is here and working.  If the csr isn't cooperative send Alex a PM, he is an ATT Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[spd2demun ACE - Master]

Wow, how did you manage that?  Why would they send a new BBU with a new RG?

[RCSMG ACE - Master]

I don't know.  I recieved the new RG about 2 days after I contacted ATT.  When I opened the box there were 2 smaller boxes inside of it.  And I thought the bigger box was the RG but when I opened it I saw the new BBU.  The smaller box had the RG in it.  The first BBU was black, this new one is gray.  Why they did it?  All I can think of is, FAVOR.  I thought they always included a new BBU with the RGs.  I do have the VoIP service though.  Maybe that had something to do with it.

[spd2demun ACE - Master]

Interesting...and I asked because when it's time, I'll see what happens here.   Maybe they are sending them to people who have Voice?

[RCSMG ACE - Master]

It was totally unexpected to me too, but as Grandma Cavanaugh used to say "Don't kiss the gift horse in the mouth."  And I didn't.

[spd2demun ACE - Master]

Early Christmas gift, for being a loyal customer?

But that could be it, new equipment equals new customer in their system.

[RCSMG ACE - Master]

Now that you say "new customer".  The last two times I called the vr systems said "I see you have an order for Uverse service."  I wondered why it said that but I ignored it.  I know I didn't have to return the old BBU with the RG though.  I don't think it will be free either.

[spd2demun ACE - Master]

Let us know.

[cleftstone]

The reason att sent a replacement BBU is probably because they were recalled by Belkin, and they had to send out replacements on all of them.  The new ones are grey, and say REV B on front.

[unrtechie]

The reason for being sent a new BBU is that the new 3801 RG is not supposed to be compatible with the old Rev A BBU.  It's due to the grounding on it causing issues with the voip service.  Right now certain versions of the Rev B are being recalled.  If someone does not receive one there is supposed to be an ammended E911 agreement stating that signed by the customer and one will be sent at a later date or delivered. 

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

[agilesaluki]

Had ATT services for about 2 weeks when AT&T emailed about a possible BBU failure.  Letter from AT&T stated "If your current unit needs to be replaced, you will be shipped a new one. If you receive a UPS shipment with a new unit, please follow the installation instructions and the simple instructions on how to return your old unit. Of course these actions are being conducted by us at no cost to you, and we truly apologize for any inconvenience you may experience."

Belkin confirmed the BBU needed to be replaced and provided tracking info.  BBU was supposed to arrive 12/28, it has never shipped. 

I have spent over 4 hours on the phone with AT&T.  Nothing has been resolved, I have been told several times that the matter has been escalated to "upper management".    Belkin has been unreachable - neither AT&T techs or myself have been able to contact them.

The BBU has failed.  Anyone have any advice on how to remedy this situation?