Tutor
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4 Messages
My U-verse internet/broadband goes out continually
I switched over to U-verse Phone/broadband several years back, and have had continual problems with my broadband dropping out multiple times a day. As the problem continues, it gos from 3/4 times a day to almost every 15 minutes.
I've had NUMEROUS technicians come out who have checked and replaced every imaginable piece of equipment they can. Sometimes they trace the problem to a box several blocks over and do some sort of repair and the probolem goes away for a while but keeps coming back eventually, thus having to send another tech out who supposedly fixes it until the next time.
The problem sometimes involves hier teir technicians to be dispatched who claim it's "the cables", or "a port at the main hub" or some such, and the problem goes away but retuns again.
I've had 4 different modems and again the tech says it should clear things up, but within a month or so, it's right back where we started.
This recent bout has had 3 inside techs come out, replace wires, cables, the modem and that didn't fix it. The tech (same guy each time) finally said it was a problem that required a higher level tech. He came out, did whatever he does and said it was done.
The problem actually got worse., as my connection would drop out for a few minutes every 15 minutes.
I called in again, they sent another higher tier tech today, he reviewed the service reports, he did tests and said he'd fix it. Then he said it might be a port at the hub. He would fix it, and let me know when it was done. He never called back, the internet finall came back up 4 hours later, but now I haven't been able to go 5 minutes without the internet going out.
This also affects the phone service as well.
The techs keep telling me that the inside lines are perfect, and the connection from the box 2 blocks over is fine. The signal is great, but the moment they put a modem on the line it starts having issues. And this is after 4 new modems each one doing the same thing
Explanations I get are:
The lines can't handle the signal's speed
The modems can't handle the fluctuations
Somebody left the box open and there was a short
A squirrel was living in the box
A cable was broken and causing a short
The cables in the area are old and need to be replaced
etc etc etc
I am not kidding when I say I've probably had over 100 calls/tech visits.
This issue NEEDS to be resolved and it needs to be resolved NOW. I'm disabled and I need a phone that works in case I have an emergency issue, and I need internet to stay in contact with and do business with the outside world.
PLEASE Somebody help me or put me in contact with somebody who can.
TriplG35
Teacher
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26 Messages
7 years ago
It appears that the area you live in as been bult many years ago. Therefor, if that is the case, the type of cabling that you possibly have on the outside of your home, could be old, and what is causing the issue. Unfortunatly, to get it resolved, you have to keep calling and complaining about your service. Eventually, it can possibly be resolved.
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hugoman
Tutor
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4 Messages
7 years ago
That's the problem. I've been complaining for 3 years, and I keep getting assured that "the problem will be fixed this time".
Also I don't know who to contact other than the 800 number, and that gets me {edited for word filter evasion} tier support in India, who can only dispatch an inside tech. Then I'm on the phone for as much as 2 hours (a mobile phone which has limited minutes I own for emergencies only BTW.) All of the "direct contact" numbers that I've been given, to get right to a live person, are all no longer in service.
I tell them to send me to Customer Retention because they seem to be the only ones who will try to connect me with someone who can help, but even then I sometimes end up back at the call center.
I need a good working number that will get me to someone who will get this fixed.
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ATTU-verseCare
Community Support
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6.7K Messages
7 years ago
Hi @hugoman,
In the past, modem environment has played a factor. For example, surge protectors ans power strips can cause the exact issue. Also, if there are speakers near the modem, the magnet inside can cause intermittent drops. This article will explain more.
If the issues persist and the above does not resolve the trouble you are having, send us a detailed message by clicking here. Provide your name, 9 digit U-verse account number, and phone number. We may need more information to be able to take any action within our systems.
at the top right corner of your screen for a response. In the meantime, let us know if you have any other questions or concerns!
Keep an eye on the
-ATTU-verseCare
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we.miller
Contributor
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1 Message
7 years ago
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mibrnsurg
Expert
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20.4K Messages
7 years ago
@hugoman On all Uverse RGs, IPv6 causes disconnects, rebooting and browsing problems (Internet).
Disable IPv6 in all Uverse RGs info here:
https://forums.att.com/t5/Equipment/Slow-connection-using-Google-Facebook-and-certain-sites-after/m-p/3860323#M382
If a 2wire/Pace/Arris RG (3800/3801/5031/5268) click the Go here link at top of the orange globe on the page of the link above.
Make sure to also disable IPv6 in Win local area and wireless connection properties.
Good luck 😉
Chris
__________________________________________________________
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Need Help? PM ATT Uverse Care (all service problems)
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I Call It Like I See It, Simply a U-verse user, nothing more
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hugoman
Tutor
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4 Messages
7 years ago
To:
AT&T U-verse care--
Unfortunately your suggestion doesn't apply to my problem. PM sent.
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hugoman
Tutor
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4 Messages
7 years ago
Anyone?
No response from ATTU-verseCare re my PM.
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JefferMC
ACE - Expert
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31.5K Messages
7 years ago
@ATTU-verseCare, @ATTDmitriyCM, @ms_unicorn, could one of y'all check into @hugoman's case and see what's up?
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browndk26
ACE - Professor
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5K Messages
7 years ago
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ATTU-verseCare
Community Support
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6.7K Messages
7 years ago
Hi @hugoman,
We apologize about the issues you are having with your service. We have received your message and look forward to working with you on this issue.
Thank you @JefferMC for bringing this to our attention.
-ATTU-verseCare
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