01-04-2013 07:16:15 PM - last edited on 01-04-2013 08:02:38 PM by Phil-101
I've been a U-Verse subcriber since 2008 and for the first time this week ran into a ton of trouble with customer support this week. I am hoping the forum or an AT&T partner on it can help guide me.
- On Tuesday 1/1 I noticed some issues (tons of jaggies and extreme AV sync issue) on my Motorola 1225 STB. It is the original STB I've had since 08. I launched Troubleshoot and Resolve which could not solve the issue, but allowed me to get connected to the Tech via a callback. The call concluded with the tech remotely restarting the box and stating that he would be processing an order for a replacement STB that would be the upgraded 2550 box. The replacement was slated for 1/3.
- On Thursday 1/3 a replacement did arrive, but to my dismay it was simply a replacement 1225, not the newer box I was promised. I called back to Tech Support who informed me that the 1225 was sent in error, but that because I was already in possesion of the second 1225 that Sales would need to authorize the shipment of the 2550. Since sales was closed, the tech made a notation on my account and informed me I could call back in today (1/4) to have them authorize the 2550.
- This morning 1/4, I spoke at length on 2 seperate occassions with Sales with the first call ending with me stuck on hold after being transferred to customer retention for about 10 minutes. On my second call it was explained to me that sales could not authorize a replacement without a fee attached, when I explained the run around, I asked to escalate to a manager. At that point, a manager got on the phone and stated that they would be able to increase my capacity without upgrading the box, but with a configuration setting they could make. I was confused by this, but the Sales Manager insisted he would put an order in for this that would accomplish this via software update somehow. I've since searched the forums and found no evidence that this is actually a real thing, but did see another post where this was told to a customer in the past.
- My account shows a new order *** from tonight in the status of processing. Sales generated an order for something but I have no idea what or if I will be charged. I attempted to get an order status via online chat, but the tech insisted that I'd need to call sales back.
Can someone confirm:
- There is no way for AT&T to increase the capacity of my 1225 via software/configuration without replacing the hardware and
- Any thoughts on how I can simply get the 1225 replaced with the 2250 or larger Cisco box?
At this point, I've been misled so much, I feel that my only recourse may be to cancel. This has been extremely frustrating and any guidance is greatly appreciated.
[edited for privacy]
01-05-2013 07:54:02 AM
There is no way to increase the size of your DVR via software update. Usually the techs will have the bigger DVRs on their trucks, in areas that the boxes are available. The problem is unless you get one as a replacement for a defective one you will be charged for the larger capacity DVR. You can also contact ATT Customer Care they will answer your questions.