Thanks AT&T ugh...

Tutor

Thanks AT&T ugh...

So, after two months of having problems with my u-verse rebooting itself every couple of hours... the 4th tech decides to replace my dvr.   All is great... for a week... now I have a red x on my screen...  after a few hours online with the chat tech guy, we decide yet another tech has to come out.  Of course, after having taken 3 days off from work already to be here for tech guys (one of which wasn't even going to show until I called and complained), I explain that I can't have another day off.   So, ATT will ship a box to me... sounds great right... no, apparently they haven't heard of fedex, so it's coming by carrier pigeon or something because it should arrive "in 7-9 business days"!!

 

I'm thinking that I can call the cable company and have them replace u-verse in less time than that.

 

 

Message 1 of 4 (845 Views)
Professor

Re: Thanks AT&T ugh...

 


joedv wrote:

So, after two months of having problems with my u-verse rebooting itself every couple of hours... the 4th tech decides to replace my dvr.   All is great... for a week... now I have a red x on my screen...  after a few hours online with the chat tech guy, we decide yet another tech has to come out.  Of course, after having taken 3 days off from work already to be here for tech guys (one of which wasn't even going to show until I called and complained), I explain that I can't have another day off.   So, ATT will ship a box to me... sounds great right... no, apparently they haven't heard of fedex, so it's coming by carrier pigeon or something because it should arrive "in 7-9 business days"!!

 

I'm thinking that I can call the cable company and have them replace u-verse in less time than that.

 

 


 

 

 

A tier two tech support agent named David has been great at helping people where tier 1 has failed.  Hopefully someone will come around with the information on how to contact him.

 

After contacting him, you'll either hear from him or his team.  Like I said, they're great at fixing things.  Let the sales department know of your repeated issues.  They should hook you up with all sorts of discounts and promotions since you're paying for services not being received.

Message 2 of 4 (825 Views)
ACE - Master

Re: Thanks AT&T ugh...

David and his team have help a lot of folks:

 

Prequal failures(New development: 06/01/10):

This is if you believe Uverse is in your area and think the database or the site uverse.att.com is wrong. You can actually put in a “Address Validation Case” directly with at&t. Follow the directions below.

To put in a case:

  1. Call 1-888-ATT-2020
  2. Speak to uverse sales
  3. Request a/an “Address Validation Case”
  4. report which addresses are wanting service and which ones can get it.
  5. If a tech mentioned that you should be able to get uverse mention this too. If not don’t mention it.
  6. In the end you should get a FXXXXXXXX (a F and 8 digits afterwords) type of case number.

Since these cases take about 1-2 weeks to work it’s best if you wait and contact us back with the case number. Again the case number will be an FXXXXXXXXX type of number.

 

We used to be able to do these but due to recent sales and legal issues we cannot no longer directly put these in for customers. However, there is no rule that says customers can’t request these on their own.


Long story short, we can check the ticket, we just can’t start it! Starting it we need your help for. If the sales agent doesn’t understand or doesn’t want to do it, hang up and find another one. Unfortunately, only sales agents can put in these requests.

 

If you need to check a ticket you can either call back at the -2020 number or send an e-mail to helprequest@sbcglobal.net with the FXXXXXXXX (F and 8 digits after) ticket number, and we can check it and let you know. In the subject line please put ticket check


If it is something outside the above scenario please use prequal-other


TROUBLES w/UVerse or install problems

Please note- Please be sure you call the 1-800-ATT-2020 number first and engage them. I have to give them the opportunity or opportunities to fail before we can jump in!! PLEASE DO THIS! you help in making your case stronger as well as mine when we refer it. Anyone who has not done this might be set to be contacted by a regular Tier 1 agent just so I can give them the opportunity to fail. We have to give them that opportunity to fail no ifs, ands or buts!

Via email send the following to this address: helprequest@sbcglobal.net or uversecare@att.com

 

In the subject line put the following: [Trouble]


When you send the email, be sure to include as much of the following information:

  1. Account Number
  2. Link to your uverse topic
  3. Notes on the attempt to contact the 1-800-288-2020 please include case numbers!
  4. posting ID or username
  5. Address or location
  6. Who the tech or support person would be contacting
  7. Main contact number
  8. Alternate contact number
  9. A detailed description of the problem.
The problem with socialism is that you eventually run out of other peoples' money. .......Margaret Thatcher
*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 4 (790 Views)
Contributor

Re: Thanks AT&T ugh...

I'm going back to Cox.  It's just not worth it. Actually, Cox is a little cheaper.  The only reason I switched was so that my son would have the Military Channel.  Cox only has Military History.  He's now begging me to switch back to Cox so that we can at least watch what we pay for!

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