03-16-2013 07:54:14 AM
Our U-Verse has had signal problems since we installed it years ago, but the picture quality, price, and channel listings were so superior to cable and sattelite that we have put up with the signal problems. Periodically it gets unbearable and we call out a service tech. Briefly, over time, we have had the following things done to "fix" the problems: A new line was put in from the street to the house (including digging up our driveway); a new protector box was put on the house; new pairs have been switched; new DVR; new wiring in the house. Some of these things have been done multiple times. We still have the problems of the TV freezing, pixeling, and internet outages.
We found the UV Realtime program and installed that. Even after all the efforts by technicians, here is the screen shot from this morning. Help!
03-16-2013 08:24:18 AM
First contact Tech Support at (800) 288-2020, it will be the quickest way to get a technican to your home. Also sometimes, if you go the cancellation route and complain about your signal they will offer "Advanced Tech Support" which means they will send out a Senior Prem Tech. I have found that helpful in the past.
If you can't get the proper help from them then send a private message to the escalation team at ATTCustomerCare and someone will get in touch with you.
Remember to 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 blue envelope here or at the top right side of the webpage.
03-16-2013 08:24:46 AM
I am having the same problem over a period of a year and half, they have done the same things to my Uverse, but still there seems to be no solving the problem. I have a tech coming again today, hoping the can fix it.
03-16-2013 01:24:10 PM
We'll try the Customer Care option. Thanks for the tip. We've called out countless techs over time. Maybe this will get someone who cares.
03-16-2013 03:37:22 PM
I will say, I have had the same issues. Today alone I have been on the phone with AT&T and had a tech person out. We are going to try switching the port at the main connection center on Monday. This is the poorest internet service I have ever experienced. It all started when our older AT&T DSL modem died and we had to go U-Verse. U-Verse is a joke. I have heard rumors that there is a possible issue with the new Motorola NVG510 modem/router. Even the tech said, the newer U-Verse system is more sensitive with line issues when compared to the older DSL. This seems to be true for us.
Hopefully, we will get this resolved very soon or we will change providers.
03-16-2013 06:24:27 PM
That bitloading graph does not look right. There is an (almost imperceptible) sawtooth pattern on the tops of the download band, and two or three unexplained notches that could be a bridge tap.
Together, this might be a bad line card or bad port in the VRAD. Follow the Customer Care procedures posted above, but mention to the technicians that they need to try to put your line on a different port, different line card, or different shelf in the VRAD.
03-18-2013 09:48:34 AM
I have received your PM and will be in contact soon.
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