Ready to scream!

eliscraper · ‎02-01-2013

On the phone with "tech support" about defective VIP2200 box for 25 minutes. Finally asked for a supervisor and still got NO WHERE! When I requested to speak to his supervisor, I was told (by him) that he was as far as I was going to get!

My situation?

Moved from Time Warner 3 months ago. Since then......nothing but problems! My most current issue is that I have had 2 defective boxes in 10 days! Will they send someone out to take care of this defective equipment? Yes, but it will cost me $140.00 give or take some change! They will be more than happy to send me a new box (again!) and then I will have to return the defective equipment or my account will be charged for it!

I can cancel my AT&T Uverse contract, but again........I will have to pay.

Time Warner, I miss you! When I had problems, you sent out a live person and did not charge me extra for it! And on top of that? In 25 years with TWC, I hardly ever had any issues with the equipment. I would upgrade (FREE) every few years to keep up with technology.

I have no problems with telling EVERYONE how extremely dissatisfied I am with the lack of customer service and defective inferior equipment AT&T has provided this customer!!!

texasguy37 · ‎05-18-2009

Why do you say that the boxes are defective? Can you explain the issue that you are having?

eliscraper · ‎02-01-2013

The first one no longer turned on. No lights, nothing. The second gets suck on the blue AT&T U-verse screen (with the white spinning circle in the lower right). After attempting more then 9 times to reset the unit, IT deemed it necessary to exchange the unit. And no, I never saw the 3 white dots..........

RCSMG · ‎12-10-2007

eliscraper,

Click on the hyper link in my signature for AT&T Customer Care and send them a PM with your information. They are an escalation team that is very different from regular Customer Service who can get your issues resolved. Watch the little blue envelope next to the sign out button on the forum page for message notification, because they will reply to you via PM as well.

eliscraper · ‎02-01-2013

Thank you.......I am not really hopful though.

moonscape50 · ‎02-01-2013

Sadly, your experience with calling in - and the answers you got - doesn't surprise me in the least.

Persistence works - eventually - but is extremely wearying and frustrating. I had to call in once about 6-8 different times before I got someone to see a particular issue, make an adjustment, and apologize.

RCSMG · ‎12-10-2007

I am not suggestion that you call Customer Service, I gave you the link to Customer Care which is the escalation team for Uverse subs who come to this forum for help. That is why we suggest it so often. They have proven to be effective in getting people's issues resolved.

eliscraper · ‎02-01-2013

I appreciate your help Ace and I have already sent a requst to them. I am very frustrated. Thank you for the link.

RCSMG · ‎12-10-2007

Since it is the weekend it may take a day or so for them to reach out to you, but they will. I understand your frustration but I wouldn't have suggested you contacting them if they would add to your frustration.

JefferMC · ‎11-16-2009

eliscraper wrote:

The first one no longer turned on. No lights, nothing. The second gets suck on the blue AT&T U-verse screen (with the white spinning circle in the lower right). After attempting more then 9 times to reset the unit, IT deemed it necessary to exchange the unit. And no, I never saw the 3 white dots..........

Probably what you have is a communication issue, not a bad set top box.

Do you have more than one?
Do you use U-verse Internet?
Do you have a Windows PC that you could install the tool from www.UVrealtime.com on?

eliscraper · ‎02-01-2013

Do you have more than one? One box? Yes, two wired, two wireless
Do you use U-verse Internet? yes
Do you have a Windows PC that you could install the tool from www.UVrealtime.com on? No, Mac.

gregzoll_1 · ‎06-23-2010

Oh shucks, darn. I must have missed that part two years ago, when I signed up. where were you to keep me from making the mistake of leaving Comcast, to go with UVerse.

Guess that I was the smart one, when I made the move. Only problem I have had, was a DVR going defunct in the first year, which was replaced within 3 days, that included the day I called in to report it was gone.

________________________________________________________________

"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?"
________________________________________________________________

JefferMC · ‎11-16-2009

eliscraper wrote:

Do you have more than one? One box? Yes, two wired, two wireless

Do you use U-verse Internet? yes

Do you have a Windows PC that you could install the tool from www.UVrealtime.com on? No, Mac.

Why don't you swap the failed box to the location of the non-failing box temporarily and see what happens. I'm betting the new one will work find in the other location and the old one won't boot up. At least we'll know if it's a comm problem or a hardware problem with the box.

eliscraper · ‎02-01-2013

Thank you JEffer, I have already done that. I have worked as a troubleshooter before.

tj2barker · ‎02-02-2013

I feel your pain. My Uverse service has been sporadic at best. I've had poor internet service since the day service started a few years ago. I've contacted the service support group which has run their system tests and each time identified clear errors in the line. They've sent technicians out that have replaced equipment on every occaision but none has ever seen seen or corrected any problems with lines. I contined to increase my Internet speed and cost thinking this would solve the problem. I've been paying for the 18MPS for a year + only to realize that I have only been getting around 5 to 6 MPS at best and often getting in only 2 to 3 MBS range. Not sure I can continue with this. As a shareholder of ATT i am very dissapointed with what I am seeing and experiencing.

JefferMC · ‎11-16-2009

eliscraper wrote:

Thank you JEffer, I have already done that. I have worked as a troubleshooter before.

You didn't include that you had done this in your original posts, nor have you yet said what you observed when you tried this.

JefferMC · ‎11-16-2009

tj2barker wrote:

I feel your pain. My Uverse service has been sporadic at best. I've had poor internet service since the day service started a few years ago. I've contacted the service support group which has run their system tests and each time identified clear errors in the line. They've sent technicians out that have replaced equipment on every occaision but none has ever seen seen or corrected any problems with lines. I contined to increase my Internet speed and cost thinking this would solve the problem. I've been paying for the 18MPS for a year + only to realize that I have only been getting around 5 to 6 MPS at best and often getting in only 2 to 3 MBS range. Not sure I can continue with this. As a shareholder of ATT i am very dissapointed with what I am seeing and experiencing.

Increasing your speed when you're having issues doesn't make sense to me. If you're having problems getting the service you're paying for, don't subscribe to more.

In your position, I'd suggest that you 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. Provide your account details and a good description of your history so far... ticket numbers if you have them.

If you'd like, download, install and run the tool from www.uvrealtime.com and provide us with screenshots and we'll take a look, too.