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 (818 Views)
Expert

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

OK, it looks like you have a coax problem.  On your last screenshot, the "96" in the PHY Rate column is not good.

 

Call tech support, have them send a technician.  He should condition the entire coax network, including replacing all end connectors with compression fittings, replace all wallplates, and replace any and all splitters the 1.5 GHz HPNA-compliant splitters.  He should also replace the diplexer if used in your installation.

 

Message 16 of 29 (618 Views)
Teacher

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

So I call ATT Tech Support and tell them I need a technician? Do I tell them that I have run the program that I downloaded?

 

Message 17 of 29 (616 Views)
Expert

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

Yes, call and ask for a technician. I wouldn't mention the program, just stick to the symptoms -- "I'm getting freezing of TV and periodic reboots of the DVR".

Once the technician shows up at your house, you can probably point out the coax issue on the software and he will then know what's going on and why you believe that the coax system may be the problem.
Message 18 of 29 (613 Views)
Expert

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

To insert an image click on the little tree just above this text window.

Message 19 of 29 (601 Views)
Expert

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

 

In the interim you can check all of the coax connections between your tvs and stbs to make sure they are tight.  I had that problem with one of my tvs.  It was freezing and pixelating and it turned out the the coax cable was loose.  That resolved the issue.

Message 20 of 29 (599 Views)
Teacher

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

Ok one box is out, so called the ATT # got a tech support person on the line, he isn't sending a technician he is sending me a new box???!!!

The last tech person, Dominique told me that is not how they do it.....they NEVER send the receivers like that

Am on hold now while he is processing the order

Will make sure I get the Order #, and his name for whatever that will be worth...

Message 21 of 29 (627 Views)
Expert

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

 

I have read that people had stbs shipped to them.  Hopefully this tech will follow through with what they have told you.

Message 22 of 29 (621 Views)

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

Yes you can have boxes shipped to you now.  I replaced an STB and it was easy. Since it wasn't a primary box I didn't need to have it right away and didn't need to take any time off from work to wait for a tech to show up.

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 23 of 29 (612 Views)
Teacher

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

Ok further update - called to check status of my order number as I wasn't able to access it online Smiley Sad

Got thru and the tech had to transfer me as he was not able to view the details of the order. It was showing complete but no details.

Got a Tier 2 Technician - Tony

He was very helpful - said it appeared that the order got "dropped"

I explained that it has been many calls and chats and still have TV's freezing up

He then asked for the GUI number which I located in a chat transcript

Then he asked if I would mind holding for a few minutes while he checked something else, no problem

He came back and said "we could send you 10 boxes and it would not fix your problems as the box is not the problem. It is caused by a coax problem" (As noted by someone after I had posted my test results)

They are sending a  technician this afternoon Smiley Happy

I asked him then what he had done, or what made him check further about my issues, that the others that I had talked to did not check. He told me that he had used a tool that indicated to him the coax was not working at the numbers that they like to see.

Posting this so others may pray to get Technician TONY if they have to call for help

Hopefully by late this evening my problems will be resolved

Message 24 of 29 (599 Views)
Expert

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

Smiley Happy

Message 25 of 29 (588 Views)
Teacher

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

Here is a screenshot - at first all of the numbers had been at 96 but now all but 2 have increased

So am wondering - do i still have a coax problem

 

 

Message 26 of 29 (579 Views)
Employee

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

ebeth_1 thanks for sharing your saga. I really hope this fixes you up. I also hope you find the time to stick around and help others in the future.
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 27 of 29 (573 Views)
Teacher

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

LOL Escapee - if I was any good at tech solutions do you think I would have had the "saga"
That said if I see something that I think I can speak about I will gladly post
Message 28 of 29 (570 Views)
Highlighted
Expert

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

Your stats are showing issue with two of your coax runs.  What you can do immediately is make sure all of your coax connection are tigh on the tvs and stbs.  You can also call ts and ask the csr to run a test on your service for errors.  They should see them and send a tech to check your install.  I get those errors from time to time and I resolve them by tightening my coax connections.  They would come loose if I would do more than hand tighten the cables.  You can use a small wrench to tighten them and you should be good to go.

Message 29 of 29 (558 Views)
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