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carl.m's profile

Tutor

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6 Messages

Thu, Sep 25, 2014 2:57 PM

PM to ATTU-verseCare RE Moto NVG510 problem, posted > 24 hrs ago, hasn't even been read yet

I have a complex technical problem w/ Moto NVG510 and SIP. Following a suggestion from a frequent forum poster, I addressed my problem to ATTU-verseCare in a PM rather than posting here or calling Tech Support.

 

It has been over 24 business hours and ATTU-verseCare hasn't even read my PM yet. I just spent an hour on the phone w/ Tech Support trying to get someone to contact ATTU-verseCare: no luck.

 

To ATTU-verseCare: Please read my PM today and get back to me ASAP. I have additional tech info that I need to email to you (no file attachments in PMs?).

 

PM Subject:

Motorola NVG510: problem w/ 3rd party SIP on FXS port

 

Thanks.

 

ATTJulieCS

Former Employee

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1.1K Messages

8年前

Thank you for your patience @carl.m , it can take our specialists up to two business days to review your information and be in touch. 

 

Thank you

Tutor

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6 Messages

8年前

Thanks for your reply, but it has now been more than two business days and the status of my PM is still "Not Yet Read" and no one has contacted me. I sent an email yesterday to ATTCustomerCare@att.com and someone named TimB who is NOT in tech support replied within a few hours and said he is researching it. That's an improvement but I still don't know if this has gotten to Tier 2 tech support yet.

ATTBrandi

Employee

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8 Messages

8年前

Oh no! I apologize for the delay... We have researched your account and believe we can isolate the issue. Our social media team is also trained in Tier 2 support and will work to insure resolution.  I will have a manager contact you at 1:30 ET as specified on the email. 

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