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Posted Nov 16, 2013
9:44:53 AM
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Uverse constant issues

I had uverse internet and TV installed in mid-September.  Although the service is great when it works, the problem is that it stops working about once a week.  I call tech support, they test the lines and dispatch an outside repair tech.  Typically the outside guy arrives a few days later, fixes the issues and then it works again for several days.

 

Im a a pretty understanding guy, and I've always been polite to the phone support techs.  I've never asked for credits or anything, but I am frustrated that I'm paying for service I can only use about half the time.  My service went out again this morning and now I have to wait until Monday before anyone can come fix it, once again it is being blamed on outside lines.

 

Any ideas what woukd be fair to ask for in the way of compensation?  A bill credit?  Free upgrade to a higher tv package?

I had uverse internet and TV installed in mid-September.  Although the service is great when it works, the problem is that it stops working about once a week.  I call tech support, they test the lines and dispatch an outside repair tech.  Typically the outside guy arrives a few days later, fixes the issues and then it works again for several days.

 

Im a a pretty understanding guy, and I've always been polite to the phone support techs.  I've never asked for credits or anything, but I am frustrated that I'm paying for service I can only use about half the time.  My service went out again this morning and now I have to wait until Monday before anyone can come fix it, once again it is being blamed on outside lines.

 

Any ideas what woukd be fair to ask for in the way of compensation?  A bill credit?  Free upgrade to a higher tv package?

Uverse constant issues

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Nov 16, 2013 10:49:15 AM
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ACE - Master

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.

 

One of the specialist's will work with you and take the appropiate steps to resolve your issues and stick with it until your trouble free.

"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"

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.

 

One of the specialist's will work with you and take the appropiate steps to resolve your issues and stick with it until your trouble free.

"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.

Re: Uverse constant issues

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Nov 17, 2013 2:41:56 PM
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Employee

Hello nws2002,

I'm sorry about the trouble you continue to experience with your U-verse service after multiple outside tech visits. I was able to locate your account and gathered information from each dispatch to determine what was done in an attempt to resolve this issue and will be working with you and the field until we find the source of trouble. I can also help ensure you are not paying for services you are not receiving during these service outages.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Hello nws2002,

I'm sorry about the trouble you continue to experience with your U-verse service after multiple outside tech visits. I was able to locate your account and gathered information from each dispatch to determine what was done in an attempt to resolve this issue and will be working with you and the field until we find the source of trouble. I can also help ensure you are not paying for services you are not receiving during these service outages.

SadathCS
ATTU-verseCare

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.
*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.

Re: Uverse constant issues

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Nov 17, 2013 4:35:50 PM
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Thanks Sadath. I replied to the PM you sent.
Thanks Sadath. I replied to the PM you sent.

Re: Uverse constant issues

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Nov 19, 2013 11:13:17 AM
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ACE - Expert

nws2002 wrote:
Thanks Sadath. I replied to the PM you sent.

Let us know how things go.


nws2002 wrote:
Thanks Sadath. I replied to the PM you sent.

Let us know how things go.

*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.

Re: Uverse constant issues

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Nov 24, 2013 1:05:18 PM
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AT&T really jumped on it once AT&TCustomerCare got involved.  I had both an outside and inside tech at my home at the same time, which really seemed to help them narrow down the issue.  The inside tech was a supervisor of some variety and even left me his cell phone number to call if I have any further issues.  Turns out his mother-in-law lives just two doors down from me.  Although it took them a few hours, service has been restored and I have not experienced any outages or drop outs since.  They did rewire serveral things and pointed out areas that the inital installer did incorrectly.  That was irritating, but I'm glad everything has been corrected now.

 

On the compensation side.  AT&T has taken care of me with bill credits in an amount that I feel is reasonable.

 

AT&T really jumped on it once AT&TCustomerCare got involved.  I had both an outside and inside tech at my home at the same time, which really seemed to help them narrow down the issue.  The inside tech was a supervisor of some variety and even left me his cell phone number to call if I have any further issues.  Turns out his mother-in-law lives just two doors down from me.  Although it took them a few hours, service has been restored and I have not experienced any outages or drop outs since.  They did rewire serveral things and pointed out areas that the inital installer did incorrectly.  That was irritating, but I'm glad everything has been corrected now.

 

On the compensation side.  AT&T has taken care of me with bill credits in an amount that I feel is reasonable.

 

Re: Uverse constant issues

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Nov 25, 2013 9:43:54 AM
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Employee

Thank you for updating the thread,

 

I'm glad we were able to resolve your issues! Let me know if I can be of further assistance.

 

Also, if you encounter any issues with your equipment in the future, check out our Troubleshoot & Resolve solutions.  :smileyhappy:

 

SadathCS

ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Thank you for updating the thread,

 

I'm glad we were able to resolve your issues! Let me know if I can be of further assistance.

 

Also, if you encounter any issues with your equipment in the future, check out our Troubleshoot & Resolve solutions.  :smileyhappy:

 

SadathCS

ATTU-verseCare

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.
*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.

Re: Uverse constant issues

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