Not sure if this is the right place to ask this

Teacher

Not sure if this is the right place to ask this

I have contacted ATT via the chat option 3 times last week

 

The first time I had no l luck.

 

The next time the chat person resolved my issues - or so I thought

 

She applied the bundle discount - which I didn't know expired back to my account AND put in for 1 DVR and one regular receiver to be sent to replace my equipment which was my primary reason for the chat.

The receivers were to arrive within 72 working hours through USPS

This was on Tuesday evening.

I contacted the chat again because I wasn't able to find any order on my account.

This time the gentleman told me that my order was completed. He told me to call ATT but that they were only available Monday - Friday He did give me an updated case number - but I don't find any option to search for that

Now I find that I am able to view "My orders" and it shows the information re the bundled discount but nothing about the replacement receivers

At this point the receivers have not arrived

I tried to call ATT this morning but could not reach a live person - only the word prompts

Anyone have any suggestions - I don't want to wind up paying for receivers that I didn't get

 

Message 1 of 29 (819 Views)
Expert

Re: Not sure if this is the right place to ask this

Call the number in my signature below.  When prompted, say "Customer Support".  You will eventually speak with a live person.

Message 2 of 29 (797 Views)
Expert

Re: Not sure if this is the right place to ask this

Let us know what happens.

Message 3 of 29 (795 Views)
Teacher

Re: Not sure if this is the right place to ask this

[ Edited ]

OK - called the number as per previous message; finally got to speak with Dominique. He rebooted all the receivers. BUT since none of the TV's were freezing up at that time he cannot send a technician or order replacement of the boxes.

He told me to call back when the TV or TV's are doing the problem and they can troubleshoot from there.

He said it is not their policy to send a receiver as the girl in chat told me she was doing.

 

This is part of the chat transcript that I copied to my email - so I know I didn't misunderstand what she said

 

rs935p(Rose)
I have replaced the receiver you may receive it next 72 working hours.

rs935p(Rose)
{personal information removed for your safety}, you may also receive an email to rate the service that I provided you, please take a minute to fill the survey.
You
ok and are you replacing the dvr also?
rs935p(Rose)
Yes..
rs935p(Rose)
I hope i made you a "VERY STISFIED CUSTOMER".



Message 4 of 29 (772 Views)
Expert

Re: Not sure if this is the right place to ask this

I hope they get all of the equipment to you.  If not let us know.

Message 5 of 29 (742 Views)
Teacher

Re: Not sure if this is the right place to ask this

They aren't sending the receivers to me, I had pasted the part of the chat transcript where "Rose" told me she was requesting them. BUT Dominique told me that they NEVER send receivers out like that.

He said it is never their policy to just send equipment - so I don't know what is going on, you would think the chat answer people would know what the company policy is.

Anyhow since the TV's were not acting up - Dominique said that he couldn't do anything because he couldn't pinpoint the problem.

I gave him the case number that the 2nd chat person had given me

Anyway no equipment coming - no issue resolved until I can call them while the tv's are freezing up.

Message 6 of 29 (735 Views)
Expert

Re: Not sure if this is the right place to ask this

Why were you requesting that your receivers be replaced?

Message 7 of 29 (730 Views)
Teacher

Re: Not sure if this is the right place to ask this

I didn't "request" new receivers - I requested a solution to having to reboot two receiver boxes multiple times throughout the day.

The technician that I got when I clicked for Chat support said she was sending me new boxes because of freeze ups and issues with rebooting the boxes 6+ times a day.

My initial question was because I had not received the new receivers in the 72 working hours that she stated would be the time frame; I was concerned they had been delivered to the wrong address and I would be charged for them.

I went to the Chat support  and the tech person said there was no record but it was probably a postal delay???

As per the reply  with the number to call and request Customer Support; I called and got Dominique who tells me they never send boxes out. AND he can't do anything unless the tv is doing the problem when I am talking to them.

So now we wait for the TV to act up when I am able to take the time to spend 10-20 minutes waiting, and another 10-20 minutes going through the steps the tech people want to try.

Message 8 of 29 (716 Views)
Expert

Re: Not sure if this is the right place to ask this

Chances are that the freezing and rebooting is not related to bad receiversbut may be due due to other issues. Can you download and install SomeJoe's tool at the link below?

 

http://www.uverserealtime.com/

 

Once you install the tool, please post screenshots of the following tabs: IP/ProfileError Table, Bitloading, & Coax/HPNA.

 

We can take a look at the screenshots to see if there appears to be any issues with your system. 

Message 9 of 29 (708 Views)
Teacher

Re: Not sure if this is the right place to ask this

how do i post the screenshot
I am running windows on a mac - i will search and try and find how to do this



Message 10 of 29 (685 Views)
Highlighted
Teacher

Re: Not sure if this is the right place to ask this

Message 11 of 29 (639 Views)
Teacher

Re: Not sure if this is the right place to ask this

Message 12 of 29 (639 Views)
Teacher

Re: Not sure if this is the right place to ask this

Message 13 of 29 (639 Views)
Teacher

Re: Not sure if this is the right place to ask this

Message 14 of 29 (639 Views)
Teacher

Re: Not sure if this is the right place to ask this

ok figured it out and posted the screenshots

Message 15 of 29 (637 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.