Got Uverse, phones don't work, customer service is useless

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Got Uverse, phones don't work, customer service is useless

[ Edited ]

Got Uverse. Installed ourselves bc we just wanted the upgraded speed (which isn't all that fast, frankly). Our cordless home phones now no longer work. They are older phones. We don't have nor want VOIP or any of that. It's not the jacks. We have an old-fashioned corded phone (bc when earthquakes happen and the power goes out for three days, we'd still like to have a phone - experience speaking) and it works in the jacks. Uverse has somehow conflicted with the cordless phones. We don't have anything going through our TV, etc. They are just BASIC cordless phones. That no longer work. AT&T customer service was useless. They acted like they'd never heard of the problem when a quick Google search shows that it's common. Any suggestions?? We are NOT techy people and I'm not paying ATT $55 for each 15 minutes to come out to my home. I'd rather cancel the Uverse and send it back. Not happy at this point.

Message 1 of 6 (1,914 Views)
Employee
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Accepted by topic author WhiteHouseAtas
‎09-30-2015 1:39 AM

Re: Got Uverse, phones don't work, customer service is useless

POTS using Older cordless phone 900 MHz or 2.4ghz?

That is the frequency range of wireless internet from RG (2.4)
Recommended cordless phones are newer 5.8ghz units.

Older units may experience wireless interference with router.
http://www.att.com/esupport/article.jsp?sid=KB401856&cv=803

By the way a tech service visit is $99, not charged in increments.
Employee Contributor*
*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.
Message 2 of 6 (1,892 Views)
ACE - Expert
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Accepted by beckyww (Administrator)
‎09-30-2015 1:39 AM

Re: Got Uverse, phones don't work, customer service is useless

[ Edited ]

WhiteHouseAtas - The first couple of attempts can be trying what is most likely. But, at some point the troubleshooting has to be double elimination of each component. Double elimination means the component works on a known working circuit & a substitute (known to work) works when it replaces the component in question.

Possible suspects are - House wiring, base cord and tel set/base/system.

You cannot replace the house wiring & it can be very complicated. Be clear on what works with what - The plain phone works in both jacks & the base phone does not work in both jacks. Did you have DSL previously? Did you use filters at each phone?

Base cord - verify it works with plain phone.

Wireless phone - verify it works at another residence. Try turning of U-verse wireless in u-verse.

*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.
Message 3 of 6 (1,866 Views)
Contributor

Re: Got Uverse, phones don't work, customer service is useless

MyThoughts: thank you! You were the ONLY person I had contact with at ATT who had the right answer. Everyone else kept talking about bad lines and broken phones. You were the only one who mentioned the MHz issue, which turned out the be the cause. We bought new cordless phones for $40 and they work fine now. I appreciate your help.

 

But shouldn't the OTHER five or six customer service reps I spoke or Tweeted with have had the same suggestion? Expecially the reps on the phone? It's like ATT doesn't know its own product. A Google search showed that I'm not the only person who had this same issue.

 

Thank you for your help!

 

 

Message 4 of 6 (1,733 Views)
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Employee

Re: Got Uverse, phones don't work, customer service is useless

WhiteHouseAtas, the front line tier support reps are trained on generally product support, use a script (computer software flow chart, if this then this) and do not have field experience. This is not a slight on anyone, just experience which can differ from individual to individual doing the same job.

Experience can be what you bring with you (past), learned OJT, or logically derived based upon systematic elimination.
I have the tendency to try to look at lesser known issues, as common(80%+) is the obvious first things to consider and the way the scripts are written.

Image someone with flu like systems
Here's a list of flu symptoms you might feel:
fever (usually high) severe aches and pains in the joints and muscles and around the eyes generalized weakness ill appearance with warm, flushed skin and red, watery eyes headache dry cough sore throat and watery discharge from your nose

These are some and may not have all, imagine calling or going online with some of these, besides flu, how many other things could cause these?
Generalized symptoms of bites from black widow and brown recluse spiders may include:
fever, nausea, vomiting , headache, abdominal pain, joint pain or stiffness, overall feelings of malaise, rash, and
muscle cramping or tension.

Or Lyme disease affects different areas of the body in varying degrees as it progresses. The site where the tick bites the body is where the bacteria enter through the skin. As the bacteria spread in the skin away from the initial tick bite, the infection causes an expanding reddish rash that is often associated with "flu-like" symptoms.

My point is if someone has already checked the common causes time to look at uncommon causes, that can be outside the scope of most generalization training. The trouble is you do not go to a specialist first but seek general treatment first, and advanced problem solving when the normal does not work.

If would be so kind as to mark this solved to assist others in finding this thread as a solution, thanks.
Employee Contributor*
*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.
Message 5 of 6 (1,710 Views)
Voyager

Re: Got Uverse, phones don't work, customer service is useless

How about 1.9ghz cordless phones?

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