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Posted Aug 26, 2014
7:27:13 AM
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Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

Whoever at AT&T made the decision to arbitrarily start swapping out u-verse modems that were working perfectly should be fired. Had a service call last Friday to modify internal wiring and service tech told me he was directed to change out my modem. Since then, no internet and lost one of two phone lines. I am now paying contractor to come to home and clear a series of IP conflicts created by the new modem. I bet AT&T saved maybe a couple hundred dollars removing a TV capable modem and replacing with one with no TV capabilities. They are now losing a $400/month wireless and u-verse customer. Classic example of someone with the small picture making decisions. I've never had such ridiculously poor customer service. Absolutely no one is responsible for anything at the company - constant state of hand-offs with no one focused on the customer. Verizon and cable, here I come

 

Whoever at AT&T made the decision to arbitrarily start swapping out u-verse modems that were working perfectly should be fired. Had a service call last Friday to modify internal wiring and service tech told me he was directed to change out my modem. Since then, no internet and lost one of two phone lines. I am now paying contractor to come to home and clear a series of IP conflicts created by the new modem. I bet AT&T saved maybe a couple hundred dollars removing a TV capable modem and replacing with one with no TV capabilities. They are now losing a $400/month wireless and u-verse customer. Classic example of someone with the small picture making decisions. I've never had such ridiculously poor customer service. Absolutely no one is responsible for anything at the company - constant state of hand-offs with no one focused on the customer. Verizon and cable, here I come

 

Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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Aug 30, 2014 5:57:19 AM
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ACE - Master

Why did you let the installer change the modem?

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

Why did you let the installer change the modem?

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.

Re: Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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Aug 30, 2014 6:34:25 AM
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I wasn't asked- he just did it. Thanks for the insightful response

I wasn't asked- he just did it. Thanks for the insightful response

Re: Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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Aug 30, 2014 7:08:11 AM
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ACE - Expert

I rereading your original post I see that you seem to have been an U-verse TV customer and dropped TV, meaning that you had a leased TV capable RG.  AT&T apparently wanted to recover that TV capable modem and replace it with a customer-purchased modem without the TV capabilities.  I see nothing strange about AT&T wanting to do that.

However, since there should have been impacts to your account for that (i.e. stopping the lease, adding a one-time purchase), they should have told you about the change before rolling the truck.  Unfortunately, the CSR probably has no way of knowing that policy is in place.

 

 

I rereading your original post I see that you seem to have been an U-verse TV customer and dropped TV, meaning that you had a leased TV capable RG.  AT&T apparently wanted to recover that TV capable modem and replace it with a customer-purchased modem without the TV capabilities.  I see nothing strange about AT&T wanting to do that.

However, since there should have been impacts to your account for that (i.e. stopping the lease, adding a one-time purchase), they should have told you about the change before rolling the truck.  Unfortunately, the CSR probably has no way of knowing that policy is in place.

 

 

*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.

Re: Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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Aug 30, 2014 9:16:09 AM
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ACE - Expert

kob595 wrote:

Whoever at AT&T made the decision to arbitrarily start swapping out u-verse modems that were working perfectly should be fired. Had a service call last Friday to modify internal wiring and service tech told me he was directed to change out my modem. Since then, no internet and lost one of two phone lines. I am now paying contractor to come to home and clear a series of IP conflicts created by the new modem. I bet AT&T saved maybe a couple hundred dollars removing a TV capable modem and replacing with one with no TV capabilities. They are now losing a $400/month wireless and u-verse customer. Classic example of someone with the small picture making decisions. I've never had such ridiculously poor customer service. Absolutely no one is responsible for anything at the company - constant state of hand-offs with no one focused on the customer. Verizon and cable, here I come

 


If you want to get it fixed, I'd contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service replacing RG problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)

Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more


kob595 wrote:

Whoever at AT&T made the decision to arbitrarily start swapping out u-verse modems that were working perfectly should be fired. Had a service call last Friday to modify internal wiring and service tech told me he was directed to change out my modem. Since then, no internet and lost one of two phone lines. I am now paying contractor to come to home and clear a series of IP conflicts created by the new modem. I bet AT&T saved maybe a couple hundred dollars removing a TV capable modem and replacing with one with no TV capabilities. They are now losing a $400/month wireless and u-verse customer. Classic example of someone with the small picture making decisions. I've never had such ridiculously poor customer service. Absolutely no one is responsible for anything at the company - constant state of hand-offs with no one focused on the customer. Verizon and cable, here I come

 


If you want to get it fixed, I'd contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service replacing RG problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)

Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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.

Re: Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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Sep 4, 2014 2:15:30 PM
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Community Support

Hi kob595,

 

We have received your message and look forward to working with you to get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi kob595,

 

We have received your message and look forward to working with you to get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Unrequested Modem Change by AT&T with Terrible Results and No Service Follow-up

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