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Posted Oct 30, 2013
12:12:20 PM
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VERY frustrated with no service

My husband and I built a home next door to ours for our daughter.  It is 300 ft away.  We have Uverse service and they are telling us that we can't get service there.  They say it is an engineering problem And they have no estimated date of correction.  My daughter has already lived there a month with no service.  Can someone PLEASE tell me how to reach the engineering department to find out why it is not benign resolved?  

The situation is extremely aggravating.  It makes us want to cancel our service and for them to loose a long term customer.  

My husband and I built a home next door to ours for our daughter.  It is 300 ft away.  We have Uverse service and they are telling us that we can't get service there.  They say it is an engineering problem And they have no estimated date of correction.  My daughter has already lived there a month with no service.  Can someone PLEASE tell me how to reach the engineering department to find out why it is not benign resolved?  

The situation is extremely aggravating.  It makes us want to cancel our service and for them to loose a long term customer.  

VERY frustrated with no service

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Oct 30, 2013 2:17:03 PM
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Employee
While not a specific answers but rather some possibilities....
1) new construction...not in data base to assign account....does the address currently have POTS phone or phone line installed at address.
2) your at the end of the line with no more wiring pairs left to feed serving terminal.. possible waiting for someone to cancel on the wire run to provide service.
3) at the vrad (if vdsl circuit) or RT (adsl2+) no more ports available till someone cancels.

There may be other issues not outlined, but if congestion is problem then a waiting game with no time table.
While not a specific answers but rather some possibilities....
1) new construction...not in data base to assign account....does the address currently have POTS phone or phone line installed at address.
2) your at the end of the line with no more wiring pairs left to feed serving terminal.. possible waiting for someone to cancel on the wire run to provide service.
3) at the vrad (if vdsl circuit) or RT (adsl2+) no more ports available till someone cancels.

There may be other issues not outlined, but if congestion is problem then a waiting game with no time table.
*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: VERY frustrated with no service

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Nov 1, 2013 6:15:08 AM
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Community Manager

Hello Carolb4,

 

I'm very sorry for the issues you're having. my thoughts provided some possible reasons, and also, if you want, one of our awesome U-Verse specialists can review your account and help you figure out what's going on and find a solution. Please send us a private message by clicking here, please include your full name, phone number and the best time you can be reached.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello Carolb4,

 

I'm very sorry for the issues you're having. my thoughts provided some possible reasons, and also, if you want, one of our awesome U-Verse specialists can review your account and help you figure out what's going on and find a solution. Please send us a private message by clicking here, please include your full name, phone number and the best time you can be reached.

 

Thank you,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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: VERY frustrated with no service

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Dec 9, 2013 8:36:00 PM
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I am currently having the same problem! I built a new house directly across the street from my old house, at which I had uverse, they are telling me that my new address is not serviceable?? And help would be greatly appreciated!
I am currently having the same problem! I built a new house directly across the street from my old house, at which I had uverse, they are telling me that my new address is not serviceable?? And help would be greatly appreciated!

Re: VERY frustrated with no service

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Dec 11, 2013 12:14:12 PM
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ACE - Expert

Caleb, contact AT&T Customer Care by clicking the hyperlink in my sig.  They are an escalation team that is higher than regular Customer Support.  They can get this resolved for you.  Send them a PM with you inf and you concern and they will get back to you via PM.  Watch the blue envelope at the top of the forum page for message notification.

Caleb, contact AT&T Customer Care by clicking the hyperlink in my sig.  They are an escalation team that is higher than regular Customer Support.  They can get this resolved for you.  Send them a PM with you inf and you concern and they will get back to you via PM.  Watch the blue envelope at the top of the forum page for message notification.

*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: VERY frustrated with no service

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