Not Happy

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Mentor

Not Happy

For 3 weeks my online gaming has went to complete garbage.  My speeds are good and ping tests are great.  I get kicked from everything xbox live, ps3, pc.  I've had 3 techs out and 4 modems replaced.  Proper port forwarding ad even dmz has been set up for the devices I try to use.  As of now a tech told me they are sending someone to replace the cards in the CO (small town of 500 people).  This morning I still have the issue and called Tier 2 and they told me that the person that will "LOOK" at the cards on Monday and if nothing seems wrong then they will start back with sending a  tech to my house.  They already ran a new line to my house.  I ran shielded cat5e from NID to a wall plate.  Line tests show good but something is happening from the CO out.  I also had a port swap to another card which happens to be the same card my brother and neighbor is on and he is having the same exact issue but we can't seem to get an answer.  I thought tier 2 were the gods among men for uverse but apparently i'm wrong.  It's just frustrating that I can't enjoy online gaming.  I'm always on call as an IT Director for a hospital and can't work remotely anymore and have to drive 30 minutes to take care of simple tasks that I normally could do from home.

Message 1 of 38 (1,523 Views)
ACE - Master

Re: Not Happy

If the Monday fix doesn't work, 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.

"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"

*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 2 of 38 (1,364 Views)
Mentor

Re: Not Happy

It's just aggravating that nobody at tier two can tell me whats going on even from the co all they every check is my line but never assume that their own equipment has issues.  Is there not a dept to contact that is higher than tier two for support on just getting an answer as to what is goin on?  

Message 3 of 38 (1,345 Views)
ACE - Master

Re: Not Happy

Try PM'ing the team above.  they will resolve your issue.

"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"

*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 4 of 38 (1,336 Views)
Mentor

Re: Not Happy

I sent a message but nothing is going to happen.  A true network engineer can see this which I just happen to be.  There is an equipment failure or failing and I was told from a tech that early this morning they were gonna swap cards out as they were of a older version but that never took place.

Message 5 of 38 (1,331 Views)
ACE - Master

Re: Not Happy

You might be suprised.

"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"

*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 6 of 38 (1,317 Views)
Mentor

Re: Not Happy

I messaged them with no response.

Message 7 of 38 (1,296 Views)
ACE - Master

Re: Not Happy

This one? ATTU-verseCare

"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"

*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 8 of 38 (1,279 Views)
Mentor

Re: Not Happy

Yes!

Message 9 of 38 (1,267 Views)
Expert

Re: Not Happy


kcarpenter wrote:

 

Yes!


When did you message them? Do not expect a response over the weekend.

Message 10 of 38 (1,263 Views)
Mentor

Re: Not Happy

Friday ans Saturday! Tier 2 called to check on me amd said lines are clear amd want to semd another tech out why do tuey keep doing this when there is 2 customers on the same card with the same issue. I was even told that the cards are old and outdated.
Message 11 of 38 (1,256 Views)
Community Support

Re: Not Happy

Hi kcarpenter,

 

I apologize about the inconveniences. I have received your message, and will continue to work with you and escalate your issues to the appropriate people to make sure this gets addressed.

 

Thank you,

David T

 


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 login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 12 of 38 (1,205 Views)
Mentor

Re: Not Happy

Now I'm being told there is no ticket for the engineer to look at or replace cards and second he doesn't have any on hand and will have to be shipped.  I guess thats what happens when you live in a small town.

Message 13 of 38 (1,198 Views)
Mentor

Re: Not Happy

Got sort of lucky they replaced the card for my particular block but that didn't help the issue at all. 

Message 14 of 38 (1,175 Views)
Community Support

Re: Not Happy

That is unfortunate, but at least we can eliminate the card being the issue. The next step I would try to take is running tracert reports to the server if you know it, while you are having issues. Hopefully, it will identify what might be causing the problem. Also, to try to isolate it, I would try to setup a controlled environment where you only join a server with people you know with solid internet connections.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 15 of 38 (1,148 Views)
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