01-13-2013 05:58:31 PM
Right before Christmas, we had a lightning strike near our house and it basically knocked out our internet, phone service, and cable, all of which are Uverse. When we called for support, there were some definite communications problems understanding the person who we were speaking to. Although we had trouble understanding the representative, we did finally get it clear that a service person would come out to our house the next day or at least that's what we were told by said representative. Instead they sent us a new gateway for us to install ourselves. While it came with some instructions, neither person in this household are particularly well versed in technical issues. So we called service again to see if they were still sending someone out. After speaking to two or three people, we were cut off. We called back and finally got someone who said they would send someone out in a couple of days and talk about a cost for sending someone out. We asked to speak to someone higher up. At that point, that person put us on hold and also cut us off.
Frustrated, we finally tried to get the gateway installed ourselves and after a lot of trouble and effort, we finally did, well sort of. We managed to get the cable working on 3 of the 4 televisions. We have internet on every computer except for the one that connects directly to the gateway. None of our old phones work, but we did manage to connect a couple of phones that we hadn't been using as a temporary fix. In short, we really don't have full service yet either with Uverse cable or internet or phones. We can't even tell if it's an equipment problem, a uverse problem, or we just didn't set it up right. If AT & T had sent someone out like they said they would, I think this whole problem could have been averted . Instead, we still don't know what works, what's set up properly, etc. Quite frankly, this is the kind of service I might have expected from Charter, but certainly not from AT&T.
As I said, we are not the most technically smart people in the world, so we have no idea what's "broken" and what isn't or we just installed it wrong. My frustration with the whole situation (we've spent hours and hours trying to figure it out and fix it ourselves) is nearly boiling over. I'd call again, but I'm fairly confident they would find a way to cut me off again. There doesn't seem to be anywhere that you can just email your problem to get an answer. The only time I've used chat to resolve the issue, it didn't end well either. This is the only place I could see where you could actually post a problem, so I thought I would try.
01-13-2013 06:02:12 PM
01-13-2013 06:33:13 PM
First step is always getting an electrician on site, second is to yes have a tech on site to replace all equipment, but not until you contact your Home Owner's or Renter's Insurance to see what they cover under your policy with them.
"Ren: Now listen, Cadet. I've got a job for you. See this button? Don't touch it! It's the History Eraser button, you fool!
Stimpy: So what'll happen?
Ren: That's just it. We don't know. Maybe something bad, maybe something good. I guess we'll never know, 'cause you're going to guard it. You won't touch it, will you?"
01-13-2013 06:43:05 PM
Thanks for the suggestion. We actually did have an electrician out the next day and he checked the fuse box and some of the wiring in our basement. He had to do a small fix on the fuse box, but other than that, we were good to go with respect to the electrical aspect of it. Amazingly, we only lost power for maybe a split second when the strike happened, so at the time, we thought everything was okay until we got up the next morning and tried to get on the internet. That's when we found out we had a problem.