11-15-2013 7:03 PM
Over the last several months I have been experiencing the blue box no signal and reduced wifi range. At first it was annoying and infrequent, but over the last month it happens constantly. Multiple phone calls with tech did not resolve it. I have had 8 techs here in the last 2 weeks and they have replaced the residential gateway 6 times, the wireless gateway, the line from my house to the pedestal on the street, moved my line to a different port, repaired suspect grounds as well as checking multiple other possible causes, The inside techs would say outside issue and outside techs would say inside issue, pass the buck...Still not fixed after all that.
After several requests to have a member of management contact me one finally did today ID KK403B , after explaining my frustration once again she suggested another service call for this sunday (#9) one of my few days off. After discussing what was to be done on this next attempt to resolve this issue I asked what is ATT Uverse willing to do credit my account for all the days I had to be home when the techs came , countless phone calls. Her reply was we have issued a 50 credit on the account and thats all we can do. 50 bucks credit because Uverse cant repair their equipment and it costs me 100"s in lost wages waiting on techs 8 times in 2 weeks REALLY?? I requested to speak to KK403B supervisor and she refused, saying there was no one else that could do anything more and would not give me anyones contact info,. To me thats unacceptable, I am hoping someone on this forum can point me in the right direction with management. This was not just a 2-3 service call inconvienience , its a 9 service call nightmare that isnt over.
I am hoping someone on here has contact info for Uverse management that they can message to me.
11-16-2013 3:45 AM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Please include your name, account number, email address, phone number and the best time to contact you. Their normal business hours are from 7am to 10pm Central Time. It may take up to 48 hours for them to respond and please take into account weekends when contacting them.
Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.
To check for their reply, click the little blue envelope.
11-16-2013 4:30 AM
You can also try this:
I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the flashing envelope at the top right of the page for your response from a team member.
These are the techie guys.
"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"
11-16-2013 11:13 AM
We have received your message and look forward to working with you to get your issue resolved.
Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply sign in, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.
11-18-2013 11:22 AM
11-19-2013 11:01 AM
I have been contacted by David T of Uverse Care and Dan G of ATT C/C. And waiting as patiently as possible for a resolution. Tech #9 was at my home yesterday and terminated the new drop that was buried. No issues with lost signal Saturday or Sunday but the blue box no signal started again this morning. I am VERY quickly loosing my patience.
You should have gotten the name of the CSR or the tech who came to visit you. If you did give them a call. If not click on the hyper link in my sig and send Customer Care another PM stating that the issue has returned. They are good for getting you a resolution to this problem. There are times when a deeper look into a problem is necessary to get an issue resolved. Don't give up on getting this issue resolved. It is worth it.
11-19-2013 12:10 PM
Clarify, please. When you say "blue box no signal", do you mean your TV shows a small blue box that says "No Signal" and nothing else?
If so, this is likely a communication failure between your settop and your TV (and not likely to be corrected by working on your lines or your RG). Do you use an HDMI cable to connect the TV and the STB/DVR?
11-20-2013 4:40 AM
11-20-2013 6:29 AM
I know this sounds like a stupid question, but I do have to ask:
Is there any chance the TV's input is being changed such that the TV is not on the component input that the DVR is connected to?
11-20-2013 7:34 AM
11-20-2013 8:27 AM
Okay. When I hear "No Signal" message, I picture the little box the TV puts up that literally says "NO SIGNAL" (and nothing else) when it can't get a signal from the STB/DVR. The message from the STB/DVR that says it can't find the signal is a little more verbose.
11-20-2013 9:52 AM
11-20-2013 10:25 AM