Can these forums help?

Contributor

Can these forums help?

[ Edited ]

Well, let's see if the forum can help.

 

I've been an AT&T/BellSouth customer in Florida for more than 20 years, yet something happened last June that I've never dealt-with before. Because of U-Verse equipment malfunction, I ended up with 2 damaged TVs, and a disabled Ethernet card.

 

The U-Verse equipment in my house, but only the U-Verse equipment went bad all at the same time. An AT&T technicIan came in, and replaced the U-Verse modem, the router, and two receivers: that was the easy part. Then on his way out, he said that the HDMI ports on the 2 TVs where the U-Verse receivers were connected no longer work. He had to use the Component ports Of the TV as a work-around solution.

 

The disabled TV HDMI ports are the primary ports for all the equipment surrounding the TV sets, but because of a U-Verse event, we no longer can plug them in. When I asked AT&T to fix that situation, they first directed me to their 3rd-party Risk Management company called Fedgwick. There, they promptly declined my claim on the ground that the damages were caused by a general power surge in my house. The agent, with a rudely dismissive attitude, held his opinion even though the AT&T Tec would have testified that nothing else in my house was affected: only the U-Verse equipment and the ports that they were attached-to were damaged.

 

Now, because of the U-Verse equipment malfunction, I'm left with 2 deffective HDMI TV ports, and one disabled Ethernet PC Card. Can this forum help escalate my claim?

 

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Re: Can these forums help?

[ Edited ]

Christozoid wrote:

Well, let's see if the forum can help.

 

I've been an AT&T/BellSouth customer in Florida for more than 20 years, yet something happened last June that I've never dealt-with before. Because of U-Verse equipment malfunction, I ended up with 2 damaged TVs, and a disabled Ethernet card.

 

The U-Verse equipment in my house, but only the U-Verse equipment went bad all at the same time. An AT&T technicIan came in, and replaced the U-Verse modem, the router, and two receivers: that was the easy part. Then on his way out, he said that the HDMI ports on the 2 TVs where the U-Verse receivers were connected no longer work. He had to use the Component ports Of the TV as a work-around solution.

 

The disabled TV HDMI ports are the primary ports for all the equipment surrounding the TV sets, but because of a U-Verse event, we no longer can plug them in. When I asked AT&T to fix that situation, they first directed me to their 3rd-party Risk Management company called Fedgwick. There, they promptly declined my claim on the ground that the damages were caused by a general power surge in my house. The agent, with a rudely dismissive attitude, held his opinion even though the AT&T Tec would have testified that nothing else in my house was affected: only the U-Verse equipment and the ports that they were attached-to were damaged.

 

Now, because of the U-Verse equipment malfunction, I'm left with 2 deffective HDMI TV ports, and one disabled Ethernet PC Card. Can this forum help escalate my claim?


 

 

Sorry to hear of the damages to your equipment, and yes this forum can help. Send a Private Message to the Uverse Escalation Team at ATTU-verseCare and someone will get back to you tonight or tomorrow.

 

To check for their reply click the little blue envelope.  List Private Messages

 
Back when I had Uverse in 08-09, I had an AT&T tech fry a component input on my 6 month old 42 inch TV when he was swapping out the DVR. I called AT&T and they gave me a phone number to call (don't know if it's the same people you talked with), after explaining how the tech damaged the TV they said they'd have to get current value info on my TV. They called back about 2 or 3 days later and said they would send me a check for $700, which I received a couple weeks later.
 
Hope things turn out as well for you. Come back and let us know.
 
 
 
 



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Contributor

Re: Can these forums help?

[ Edited ]

Will try that. Thanks

 

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Employee

Re: Can these forums help?

[ Edited ]

What you described is normally seen with a near lightning strike that enters the equipment thru the phone cable and disbursed to equipment hardwired to RG, wireless set top boxes would not be affected but the wireless access point on ethernet would as well as dvr or hardwired set top boxes ethernet, generally equipment attached by coax on HPNA network would not be. If correct then that would have been the findings of the third party. In these situations the claim is to be filed with your homeowners or rental insurance for damage to tvs and card.

 

[Subject edited to reflect new topic]

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