03-11-2014 4:47 PM - edited 03-11-2014 4:53 PM
Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working. He would not come in and install it. He told me to follow the instructions in the box. Now there is no dial tone on any of the jacks. This is not the U-Verse phone just the AT&T standard phone service. Does anyone know what the problem is? I have been shuffled around by both Customer Service teams and noone can seem to help me.
Thank you so much.
03-11-2014 4:51 PM
Installation tech hooked up the U-Verse outside and I did the self installation of the U-Verse internet today and now my home phone line is not working. No dial tone on any of the jacks. This is not the U-Verse phone just the AT&T standard phone service. Does anyone know what the problem is? I have been shuffled around by both Customer Service teams and noone can seem to help me.
03-11-2014 5:10 PM
03-11-2014 5:13 PM
03-11-2014 5:18 PM
The told me on the phone someone would install it. They didn't give me an option.
But when he got here he said for me to install it inside.
03-11-2014 5:18 PM
Assuming that your U-verse Internet works with the standard provided cable, there are several things he may have done, but all of them mean that the installer is going to have to come back out and fix your POTS.
What he should have done was connected your U-verse VDSL2+ signal and your POTS service on the same pair from the VRAD, through the NID into your home, where you would use filters to separate out the VDSL2 and voice frequencies for your modem and your phones.
What it seems he did was either (a) not properly reconnect the POTS signal in the VRAD so that you get it in addition to the VDSL2 signal, or (b) installed a whole house filter in the NID and placed the POTS signal on a pair other than the blue pair that's wired to all your jacks. It could be something else, but those seem most likely.
You can call AT&T Technical Support at 800-288-2020 for a fast response (which you probably want since you have no phone service), or you could click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
03-11-2014 6:13 PM
03-11-2014 6:27 PM
I have a dial tone when I plug into the NID Box outside the house. What do you mean to trace the wires? How do I do that?
03-11-2014 6:40 PM
03-11-2014 6:58 PM
03-11-2014 7:22 PM - edited 03-11-2014 7:27 PM
MT - I do not follow this - If dial tone at NID, on a CSI the tech is not supposed to install a whole home VDSL splitter. That is done by the customer with individual adapters.
Is it not the VDSL that makes it possible to hear the dial tone at the NID. Without a filter you would hear the DSL tone, not dial tone.
03-11-2014 8:55 PM
03-12-2014 5:43 AM
03-12-2014 7:54 AM
No I guess I don't know the difference in the tones. I have a Telephone technician here now. He said the problem was with the VRAD at the end of the street. So he left to go down there. I just hope he comes back to make sure it is fixed. He was stumped when I told him the problem. I stopped at the end of the street yesterday when they were working on it and asked and someone was supposed to come back yesterday and never did. I just hope the phone is fixed today. I spent 4 hours on the phone yesterday being shifted back and forth from U-Verse to At&t phone service because neither thinks it is their problem. I'm so confused too. I installed everything by the book and I thought they were installing it from what they told me on the phone. I just don't understand enough about it to know how to do it or what to do.
03-12-2014 7:57 AM
I have unplugged all phones and no dialtone. I have unplugged at the gateway and plugged phone directly in phone jack and still no dialtone.
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