08-16-2013 3:48 PM
Today I came home and found i had no uverse tv, internet and home phone had no dial tone. we placed a call to report the problem and was told they wauld have to dispatch a tech and would have our problem fixed by a week from today at 7 pm . Can any one explain to me why it would take a week to get someone out to resolve a problem especially when the problem is external to the house. i checked for dial tone at customer access panel and no dial tone. Just wondering how I can get AT&T's attention
08-17-2013 5:25 AM
08-17-2013 6:16 AM
08-17-2013 8:58 AM
Call back and demand that they get someone out for a repair as soon as possible because you have no service. Repairs can be done on Sunday's as well so if they cannot get someone out today then they should be able to get someone out tomorrow.
In the meantime, what troubleshooting steps have you done?
Have you checked the cable connections between the wall and the RG?
Have you rebooted the RG?
08-17-2013 9:53 AM
08-17-2013 11:36 AM
We are also feeling your pain and frustration. We are going on our 4th day without phone, internet, or cable and we are just now being told (after all this time) that this is a facilities issue that is going to take at least a week to fix. We are on the phone trying to see what ATT is going to do about this all while researching other providers who can provide better service. I am very interested to see what else you find out...could you keep me posted on your situation?
08-17-2013 1:04 PM
08-18-2013 12:30 PM
Send a message my to AT&T Customer Care by clicking on the hyper link in my sig and you will be taken to AT&T Customer Care's profile. Send them a PM with your info and the issue. They are an escalation team that is higher than regular Customer Service, who can help you get this resolved. They will reply to you via PM as well so watch the blue envelope at the top of the forum page for message notification, as they will reply to you via PM as well.
08-19-2013 7:01 AM
We were finally able to get a uverse tech out yesterday. A very professional guy who was willing to do what ever it took to get the issue resolved. After he checked the router I told him again that I had been to the customer access point on the side of the house and had no dial tone there either, I was pretty sure if he could find the reason I had no land line dial tone he would fix both issues all my services still come from the street to the house on copper wire. It took him about an hour but finally found a broken wire in a box two blocks down the street. Problem resolved. AT&T can thank there lucky stars that this young man came out because had I gotten any "that is another departments area routine" all my services including my cell phones would be with someone else this morning.
Hope they get you going soon.
08-19-2013 7:34 AM
merle jackson wrote:
I am pretty sure the reason for everything no working is tied to no dial tone on home phone. I rebooted everything and have gone out to the customer access point with a phone and have no dial tone there either. I just talked to a friend of mine who works for AT&T and they said it sounds like someone in the area go new service and the installer couldn't find an open pair and so stole mine. They said that happens more than you would think especially since it happened on a Friday. maybe I need to canvas the neighborhood and see if that is a possibility. I certainly hope not.
FYI. If all your services (TV, Internet and Voice) are Uverse, I don't think you'll get a dial tone at the NID, even if your service is fully functional, because you don't have a normal landline that needs a dial tone. It's like having a dry loop DSL account.
How can you be in two places at once, when your not anywhere at all?
I really want to become a procrastinator, but I keep putting it off.
There are three kinds of people, those that can count, and those that can't.
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell
08-19-2013 1:46 PM
After leaving messages with the technicians and their managers, sending a "very nice" email to Customer Care, and demanding to speak with someone on the escalation team (we were first told that escalation wouldn't take the call because it was nothing they could do), they finally sent another technician out on Saturday afternoon. He noticed a red light blinking on our outside box that shouldn't have been. Apparently, as long as that red light is blinking our service would not work and that was the real problem (this time). This wasn't something he could fix so he told us to call escalation back and insist on having someone come out on Sunday. He also told us that with all of these people swithcing over from Time Warner Cable, that the new customers were top priority. He mentioned that he saw our ticket in the queue on Thursday but, it was moved down the queue for other stuff. I would think a complete interruption in all services warrants top priority in the queue...but, that's just me. Nonetheless, someone came out Sunday afternoon, replaced the outside box and did some stuff with the ethernet wiring, and now we're up and re-connected with the rest of the world. The last two technicians that came out and two guys on the escalation team saved AT&T as well. 20 minutes after getting off the phone with the escalation team, the technician showed up. During that 20 minutes we were getting ready to jump ship as well. We were already down for 4 days so, telling us that we were going to be down for a week on top of that was unacceptable.
Glad we are all connected again...Take care!
AT&T...take better care of your customers!
08-19-2013 2:31 PM
08-19-2013 5:13 PM
For my thoughts...As a customer, I am not in the position to verify what the technician saw or how he was able to gain access to such information...that is not the role I play. Neither is it my responsibility to monitor the technician's schedules. As a customer, I am at the mercy of whatever AT&T personnel tells me. Our services went down Wednesday and we were originally told that someone would be out on Thursday between 8 and 12. That "call informing [us that] a reschedule is needed" would've been nice on Thursday, Friday, and Saturday but, we never received such a call. Each day, we were told that the issue would be resolved by the end of the day. And each day that we woke up without service, we had to call and ask about the status of this repair. So, by Saturday morning, we were no longer believing this "the technicians are working on it and it should be resolved by the end of the day" story. Hence, my email to customer care and my demand to speak with someone on the escalation team. My main problem was the lack of follow-up, follow through, and the constant change in story. To respect the technician's personal time, I do agree that it is unreasonable to expect technicians to work 50-60+ hours a week. However, as a service provider, I don't think that it unreasonable to keep your customers informed on the status of the services for which we pay good money. Remember, when an appointment is set, we have to take time out of our schedules to be available for AT&T to fix the issue. For AT&T not to show up after we've set aside 4 hours of our time (on multiple occasions) and not keep us informed, is very inconsiderate. I just think that AT&T could do a better job of communicating....especially since they are a global communications company.
08-19-2013 7:38 PM
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