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ATTU-verseCare

Community Support

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6.7K Messages

Tue, Jul 28, 2015 3:55 PM

Recent Changes Regarding Battery Backup

BBU.png

Battery Backup Units will NO LONGER be installed with new installations for both Residential and Business U-verse Voice customers.

If you would like a Battery Backup Unit, kindly visit this site for more information on Purchase, Installation, and Setup tips.



If you need assistance with your already owned Battery Backup Unit, visit this site for more information



by ATTU-verseCare

AT&T Customer Care

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

1 Attachment

Responses

Tutor

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8 Messages

4 years ago

Irony?  Are you claiming customers must be assumed to know of a policy tucked away in an obscure corner of a forum that even I did not know existed until I went looking for information? That's arrogant nonsense.  The point is not whether the 5268AC is or may be superior to the year old router I had, which worked perfectly.  The point is that an AT&T technician removed a router that had a battery backup and replaced it with a router without a battery backup, and did not tell us.  If I had not checked the specs on the 5268 and confronted the technician who showed up today, I might have found out we had no battery backup only when the power went out and we needed the telephone for an emergency.  My router was removed because either (a) the technician wrongly believed it was responsible for the random pixelation of our TV images (it was the signal that was corrupted due to a line problem about a block away), and/or (b) as I learned today, AT&T is removing all routers with battery backups whenever they are found during any service call.  I can only repeat that this is a cynical, dangerous, money grubbing policy.

my thoughts

Employee

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15.7K Messages

4 years ago

No the company is not purposely removing all older gateways with battery back ups. I have left many a 3800 or 3801 gateways in tact.

 

However policy is that if your a frequent dispatch (3 or more service calls within a 12 month time frame) that the gateway be replaced to a the newer models. In essence trying to save a future service call for a bad or questionable gateway. 

 

Now admitted some techs just replace every older gateway regardless if have a BBU or not. I have also seen techs replace working DVRs and receivers on coax with wireless receivers just to get them off coax, yet the customer has been running fine for three years on coax receivers.

 

Conclusion, just because a tech does something does not make it policy, merely tech discretion. If having intermittent issue(s), replacing the gateway is part of elimating possible cause(s). 

 

Concerning your "knowledge" from the Uverse terms of service....

If AT&T makes a change to these TOS and that change has a material impact on the Services, you will be provided notice of that change, and such notice will be provided consistent with Notice provisions of this TOS. Your continued use of the Services following such notice constitutes your acceptance of those changes.

...

Battery Backup for WG. It is your responsibility to provide your own battery backup. You may choose to purchase battery backup for your WG from third party manufacturers or retailers. For more information and minimum specifications visit att.com/batterybackup also see Schedule 1, section IV, for more information on Power Outages and No Battery Backup.

...

AT&T will not provide support for, or be responsible for, ongoing maintenance or management of, customer-owned equipment, including the battery backup equipment used by AT&T U-verse customers. For more information and minimum specifications visitatt.com/batterybackup.

...

16. NOTICE

Unless otherwise specified in these TOS, notices to you may be made via email, regular mail, posting online at att.com/uversetermsofservice, recorded announcement, bill message, bill insert, newspaper ad, postcard, letter, or call to your billed telephone number. In addition, if you purchase AT&T U-verse TV service, AT&T may also provide notices of changes to these TOS or other matters by displaying notices on AT&T U-verse TV. It is your responsibility to check for such notices.

 

The battery changes went into effect July 2015 TOS.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
JefferMC

ACE - Expert

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17.6K Messages

4 years ago


@SqStSm wrote:

...I can only repeat that this is a cynical, dangerous, money grubbing policy.


Yes, you're quite good at repeating that.  Thankfully the moderators have removed a bit of the repetition.  And I can understand why you say "dangerous" and possibly "cynical" but would you explain "money grubbing?"  AT&T does not sell the replacement batteries.  They have no financial incentive to pull a gateway out of your home to replace it with one that doesn't have a battery.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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8 Messages

4 years ago

AT&T argued vociferously before the FCC against any rule to require backup batteries for equipment where the household subscribed to VOIP.  It saves AT&T money on equipment.  Not telling customers they are installing routers without backup batteries saves technicians time, which is money to AT&T.  Don't try to tell me that the obscure notices AT&T provided about this change in policy was anything but an attempt to avoid complaints.  These notices are akin to those provided by the Vogon construction fleet in "The Hitchhikers Guide to the Galaxy."

 

"[Vogon Captain] People of Earth, attention, please! People of Earth, your attention please! This is Prostetnic Vogon Jeltz of the Galactic Hyperspace Planning Council. As you are probably aware, the plans for the development of the outlying regions of the Western Spiral arm of the Galaxy require the building of a hyperspace express route through your star system, and, regrettably, your planet is one of those scheduled for demolition. The process will take slightly less than two of your Earth minutes. Thank you very much.

(ANGRY, CONFUSED SHOUTING)

[Man] Get out of it!

[Woman] No! No! No! Go away! Go away!

[Vogon Captain] All the planning charts and demolition orders have been on display in your local planning department in Alpha Centauri for 50 of your Earth years, and so you've had plenty of time to lodge any complaints and it's far too late to make a fuss about it now!

(ANGRY SHOUTING)

[Vogon Captain] What do you mean you've never been to Alpha Centauri? Oh, for heaven's sake, mankind! It's only four light years away, you know! I'm sorry, but if you can't be bothered to take an interest in local affairs, that's your own lookout! Energize the demolition beam! God, I don't know! Apathetic bloody planet, I've no sympathy at all!"

JefferMC

ACE - Expert

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17.6K Messages

4 years ago

Yes, I understand that not installing the battery saves money.

 

I'm talking about your assertion that they swapped out your gateway with one that doesn't have a battery was some how financially driven just to deprive you of a battery you already had (and that they'd already paid for).

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

4 years ago

I just recently responded to an email concerning the upgrade of our ATT U-Verse gateway. There were supposed to be significant improvements in WiFi coverage range and other things. We have been on U-verse for a number of years (January 2010). That was not a pleasant experience, and had not the installer been the greatest guy around, he would have been tossed out the window. Even he was frustrated when he discovered that the telephone lines were not being switched properly. But that is neither here nor there.

 

I accepted the offer of the new gateway. Who wouldn't. Except that I did not learn about the Battery backup issue until I went to install the new gateway.

 

I am sure that the change in the TOS was posted somewhere. But it certainly wasn't highlighted. Had the offer said to the effect that "switching to the new gateway will mean you need to buy your own battery backup unit" I may or may not  have opted for the new gateway. What irritates me is that I find this out after the fact.  I talked with your technical support, which was a less than happy experience. She had a hard time giving me a straight answer (and that was after dealing with your silly virtual tech support program). 

 

I just wish you would have had the courtesy to clarify the issue concerning the battery backup on the offer. 

 

Yes, I know what you are going to say, something was inserted with the bill to tell us about that change in the TOS.  Let me ask you: do you read all the crud that is often included with the bills, stuff that often has nothing to do whatsoever with the bill?  I doubt it.

 

Thank you for your time and consideration.

Contributor

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1 Message

3 years ago

What a rude answer. Very rude and totally not helpful. Are you an employee?

Tutor

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4 Messages

3 years ago

I too had my battery backups taken away. We upgraded our internate speed and had an issue with our system due to that. The first technician came out and could not fix it so they scheduled a 2nd technician to come out a couple of days later. He was able to find the issue in about 20 min, identifying that there was an issue with a wire in the box on the our side wall. Once he left I went out to the garage where the ATT box is that "Had" our battery backup... when I saw the "battery missing" light on, I called the technician and that is when he said, yes I took it as we are not supporting battery backups anymore. They are not needed. I said why did you not explain that to me me and he replied that a battery back up is not needed anymore... I said so if the power goes out and I have a voip phone system, I'm just out of luck??? His answer was yes.... I said how is that I was not out of luck just recently when my power went out and the battery backups worked So I could make calls and have internet service on my battery powered iPad?  His response was... " I guess AT&T wants to sell you a battery backup system to generate revenue... you will have to call them... I'm starting to understand why the neighbors are going to COX for their service.... 

spoom2

ACE - Master

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7.9K Messages

3 years ago

If you'll google the battery for your modems backup you'll find many places to get them for under $20.  It's been my experience that the cable companies don't supply backup systems either.  I bought a good UPS for my mom who has charter spectrum and it holds up much longer than any internal battery backup would she's had a couple of hour or more outages and hasn't lost her phone service. 

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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4 Messages

3 years ago

It is just ridiculous that I had a perfectly working battery and they took it. If I buy another one are they going to take it too when I need a technician again????

spoom2

ACE - Master

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7.9K Messages

3 years ago

Not if you tell them it's yours and keep the receipt, put the receipt in the battery compartment with the battery, that way your won't have to go looking for it if you have to call a tech out. 

This is a user to user help forum. It is not an AT&T support site. I am not an AT&T employee, read the ACE's disclaimer at the bottom of this post

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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4 Messages

3 years ago

Why would AT&T make the decision to remove battery backup from their systems? It seems that in today's world when power goes out, it would be a great asset if they could help to insure your internet and phone continued to work for both inbound and out bound communications... 

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