PLEASE help -locked into crazy Uverse bureaucratic + tech limbo - new service at old address?!?!?
On Dec 3, I called Uverse and wanted to see if a technician could come to my apartment to see if it was possible to 'move' my ATT router from the home office to the adjacent room (kitchen)
The day the tech arrived, Dec 5, my service had gone completely out just before he arrived. When I told him, he said that was because the order had been taken as a MOVE, not to the next room, but 'move' as if I was moving to a new apartment. I live in a large building with more than 200 apartments. But I have had Uverse for years at the same exact address and apt nothing. Nothing had changed.
The Tech told me that it wasn't feasible to move the router to the kitchen since there was no coax cable there, it would too difficult. OK, no problem. So he instead went to the main telephone and switch room in the first floor of our building and managed to reactivate our Uverse service. Perfect, no problem. Then he left and later that night our service was cut off again. Even though he thought he had 'cancelled' the service, the system still had me set for a new installation and not even I could cancel it. Meanwhile, when I logged into my account, I'd get notice after notice to return my old equipment even though there WAS NO OLD equipment, I had exactly the same equipment, nothing at all had changed at my apartment.
I have spent hours on chat with very nice and seemingly competent service reps, including once a supervisor and once a Level 2 tech. I have the transcripts. In one case, the service rep told me on Dec 5 (the first night of the problem)
Adam Ilbert G : I have a great new for you that, you don't have to worry about anything, Their was move order placed by the agent due to which your services are stopped we have canceled that order and in next couple of hours your services will be automatically up and running Me : Adam - you are the GREATEST!! Please pass this transcript along to your supervisor - also when I get a survey I will give you top ratings and write about how fantastic you have been! Adam Ilbert G : Pleasure to be of assistance! Adam Ilbert G : Is there anything else I can assist you with today? Me : have a very good rest of your day Adam and again THANKS for the super customer service and supportThat obviously did not happen. Then when I spoke to a supervisor the next day, with our service completely down, he tried fixing it remotely. No luck. He had to schedule a visit by a new technician. He arrived yesterday, December 7. He reactivated our Uverse service in the same telephone/switch main room. When he left everything seemed to be working perfect. We forgot to check our many DVR recordings before he left, or the many scheduled recordings we have set. When we did go to recordings later, we saw all the shows there. However when we tried to play one, the screen just played black/blank with no sound. Nothing under the 'scheduled recordings'
Another round with tech support by phone and on chat. This time I was moved to a level 2 tech last night. And he seemed to have it figured out. Here is the pertinent part of the transcript:
AS7105-E : To make sure I understand, your recordings before the account is canceled was lost and were unable to view it even after re-activating it. Is that correct? Me : no, they weren't lost before the account was cancelled. they were all ok. then the account was cancelled and when we got service finally back today, they are listed, but no play back. When I check the disk storage, it says 44% space left. Me : The only thing that is completely blank are scheduled recordings. we had a lot, that is blank AS7105-E : I apologize for the inconvenience. I can help you with that. Me : tnx AS7105-E : In order to resolve the issue, we need to escalate this to our Internal team and they will clear the sync issue associated with the account. AS7105-E : The issue will be resolved after 24 hours. AS7105-E : I've already raised an escalation ticket for our Internal team. AS7105-E : I'll follow up on this after 24 hours and will provide the information.
That also has not worked.
And what finally put me over the edge to write this LONG note was just an hour ago I got a "welcome to ATT Uverse' email and a new account!! When I try to play back my recorded DVR shows, it says that some of the recordings were made on a different account and may not play back correctly. Then I get the same blank/black playback on any old recording (new recordings it can do). Nothing listed on scheduled recordings
I promise never again to use the word MOVE when talking to an ATT rep about an onsite visit. In the meantime, can someone PLEASE help resolve this???
Thanks to anyone for any ideas other than just wanting to take back my original idea of moving the router to a different room 🙂
ACE - Professor
5 years ago
Call customer service and say you want to cancel service. That should connect you to a different customer support group that can hopefully help you.
5 years ago
OK, I will give it a try - thanks - seems crazy though that you actually have to threaten to quit the service to get it fixed - will drop a note here if I have any luck