Intermittent Internet Connection Problems
Hello. I am new to this forum and limited in my technical knowledge/abilities. We had U-Verse Internet and VOIP installed approximately one year ago. For the first ten months, we lost our internet connection just a few times. However, for the last six or seven weeks, we have had ongoing intermitten connection problems, most of which occur between 10pm and 5am.The trouble with this is that every time the connection drops, our security system goes into trouble mode (because it no longer detects a working phone line), which requires getting up out of bed and shutting it off. This has happened as often as ten times a night!
So far, we have been in phone contact with Tier 1 tech support as well as Tier 2/escalations tech support. We have also had visits by four different techs (2 inside techs, and 2 outside techs). Here is what the techs have done so far:
Inside Tech #1-tested jack with some meter and replaced or modem. Did not resolve the issue.
Inside Tech #2-re-configured the wiring in our phone box on side of house, in home network box inside house, and at jack near modem. Called this "Home Run" wiring. Did not resolve the issue.
Outside Tech #1-supposedly ran some line test at the main box 3,086 feet from our house. Did not resolve the issue.
Outside Tech #2-Checked the wiring in our phone box on side of house. Replaced a previously spliced drop line cable in the terminal box in our front yard. Replaced a coil in the Vrad at the main box. Put us on a different (existing) line at the main box. Did not resolve the issue.
The lack of communication between the technical support team, outside technicians, and customer is incredibly out of control. Every single time we call, we talk to somebody different and have to re-invent the wheel, so to speak. Further, the technical support team does not seem to know what is going on and different reps have given us contradictory information during different calls.
Recently, appointments for an inside tech and an outside tech were scheduled for the same day (April 28). The inside tech did not appear during the 4 hour appointment window and when I called after waiting another hour, the tech support rep had no idea why and could not find out. I waited another several hours for the outside tech but he did not appear either. Finally, in the evening I got a call telling me that the outside tech would arrive the next day (which he did). Then, last night I received an automated call stating that another tech (inside?) would be here this morning. I could not determine the source of this appointment and the tech support rep could not say who had scheduled this appointment.
Based on our experience, I am beginning to think this problem will never be corrected. We cannot continue to spend hours/days each week going back and forth with AT & T, missing work, losing sleep because of the connection drops at night, etc. and are thinking about just leaving AT & T altogether and starting over elsewhere, or, at the very least, getting rid of the VOIP voice service and going back to our old land phone line. It wouldn't necessarily resolve the ongoing/intermittent internet connection issues but at least our security system trouble mode would not wake us up each and every time the internet connection drops in the middle of the night.
At this point, we are beyond fed up with the whole situation. Any suggestions would be appreciated.