03-04-2014 6:41 PM
My U-Verse Voice has had a hum since installation back in October. I've gotten somewhat used to it, but is not as clear as my old landline. The hum goes away when the AT&T-installed battery backup is unplugged. The cordless phone on the same line that I often use in the basement does not have the hum. Lately, the phone blanks out sometimes when on a call. The technician who installed it gave me a sheet with his and his boss's phone numbers, but no one answers nor returns my calls after leaving messages. Any ideas?
03-14-2014 1:27 PM
Hi @Backsters ,
I apologize about the inconveniences with your U-verse phone service. It sounds like there may be an issue with the Battery Backup Unit, although I cannot think of how it is causing a problem. Do you have the same problems when you plug a corded phone directly into the back of the U-verse gateway?
03-17-2014 11:57 AM
Thanks for attempting to help. You didn't mention if I should plug a whole phone into the back of the gateway or just a handset, nor which of the three phone line receptacles I should use, but nothing changes when I tried various combinations. The constant hum seems to be a fairly common problem from what I've read. Probably more important is the phone line going dead when in use. When I get a block of available time, I'll call the tech help line.
03-17-2014 12:31 PM
Sorry for not being more specific, but thank you for trying all those combinations for me. For anyone else that runs into this thread, we just want to test with a stand-alone-phone plugged directly into the back of the U-verse gateway. I can definitely help with any escalation necessary, and if you could please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you.
03-22-2014 8:27 AM
Yesterday, I called an AT&T tech support line and related the situation with my U-Verse Voice. The phone rep had an open time period that an AT&T service guy could come out to the house in late afternoon. He checked out the wiring and the two phones. Everything checked out okay while he was here. To eliminate the phone hum, he bypassed the battery backup with the option for me to reconnect it when there is a power outage. Wondering if the battery backup would be fully charged at the time of any power outage, I put the battery backup back into the circuit. So, things are just as they were before the service call, but I do appreciate the service guy checking things out and attempting a solution. If I have many more dropped calls, further investigating would need to be done. For now, I will take a wait and see approach.
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