Brand New Wireless Receiver with Red X and the Number 3 beneath it

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@grumpbump wrote:

I had a technician on live chat on Thursday night tell me to force a power reboot of my new wireless receiver.  The error, at the time, was that the setup box did not match the account.  I came to find out that this was a easy fix, because all he had to do was correct my account, apparently the wireless just came off of my account.

 

However, he made do a power reboot, where you get the gears on the screen and this procedure wiped out the firmware on the box. 

 

We have been without Uverse services since Thursday night.  I have to wait for a new receiver to be shipped to my house, which we will not get unti Tuesday. 

 

I am so upset with this level of service.  I absolutely will demand a credit on my bill.  I pay over $200 a month to uverse for this service?  Their own technician formatted my receiver and caused us to be down for over five days.

 

Very unhappy with AT&T right now.

 

Bottom line, do not perform a power reboot, holding down OK and down arrow and power button at same time, because it will wipe out the firmware on your receiver.

 

 

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No it won't it is suppossed to re-download all the software, firmware should not have been touched.  Before that it re-formats the disk.  If it wiped out the firmware, the unit is defective. 😉

Chris
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I Call It Like I See It, Simply a U-verse user, nothing more

Thanks Chris, but why did the technician even suggest that?  He should have checked my account and seen that the wireless information had fallen off the account.  It should have been a fix without the power reboot.  The second technician I spoke with, who shipped me a new box, is the one that told me that what I had done had wiped out the firmware. 

Not really sure that AT&T wants to blame the customer, who was just following the instructions of the trained customer service staff. 

Bottom line is that an AT&T customer had poor service and is inconvienced by this misinformation.

Customer Care shipped me a new receiver, which solved the problem.

However, I think that with my initial service request (LiveChat) the representative made a huge mistake in not checking my account.  The error message I was receiving could have been fixed that evening.  Instead, he led me through a series of resets, which ended up revealing the damaged receiver.  

This is not to say that if the representative had fixed my account first, that this error would not have happened.  Obviously, the receiver was a dud.  But I could have had the problem fixed much more efficiently and I would not have been down for almost a whole week.

Billing Support was great though and my bill was adjusted for my downtime.