01-22-2013 08:28:14 AM
For three of my five years of AT&T UVerse service, I've had an intermittent connection issue wherein my connection to the Internet randomly drops completely. No upload, no download. After approximately 30-90 seconds, the connection is restored. I paid to have all of the lines in my house replaced. I paid to have hardware in the drop attached to the side of my house replaced. I refused to pay for the line to the pole to be replaced, and after weeks of reporting issues and tickets being closed without my knowledge, that line was replaced.
For at least a year I was given cell phone numbers of the premesis Technicians who came to my house, and told if the issue comes up again, to call them and they'll replace my modem again. I did this for at least a year before learning that this was to ensure they didn't get negative marks on their work, and that I should have been calling AT&T to have tickets submitted.
The last Technician at my house gave me screenshots of his iPad tests that show the issue is with the fiber line that feeds my neighborhood. This report contains the billing account numbers and addresses, as well as the ticket count for each AT&T customer.
AT&T has given me a permanent discount on my service, but this doesn't fix my issue. My connection is so unusable that I've had to sign up with Clear Wire and purchase a mobile 4G Internet receiver to use full time. I'm still paying over $200 a month for a service that does not work. I spend at LEAST an hour each time I call for UVerse Technical Support to document the problem.
01-22-2013 09:25:51 AM
Since it sounds like you have exhausted all other avenues, I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
This group is dedicated to posters like you that can't get issues resolved and have the ability to escalate to the appropriate group or department.
"If you find this post helpful and it solved your issue please mark it as a solution. This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"
01-24-2013 01:14:40 PM
I have sent a PM. I hope to help out soon!
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01-24-2013 05:21:51 PM
Very cool Ryan.