WHY do they have to send a technician?

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Teacher

WHY do they have to send a technician?

I have u-verse internet and home phone. I do not have a dial tone.

Reboot gateway.

Plug phone directly into back of gateway.

Internet connection works fine.

No dial tone.

 

Call support. Finally get to where he runs a line test and says "I do see where there is an issue and we need to send a tech to your home". 

Me: My vdsl internet connection is fine. You should be able to see my gateway/modem. Can't you diagnose from your end?

Support: I have run the line test and I do see an issue and we need to send a tech to your home.

Me: What was the issue you saw? Which line test failed?

Support: (repeat above)

Me: Can I speak with someone technical?

Support: I am a technician

...

 

Couple of questions here:

Is it possible to get past the first line droid on the phone?

They seriously don't have any remote diagnostic capability in the gateway?

 

(I am not totally clueless about POTS, DSL/vDSL, VoIP)

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Message 1 of 12
ACE - Master

Re: WHY do they have to send a technician?

Try using the Trouble Shoot and Resolve tool and see what it tells you?  https://ufix.att.com/portal/index.html#Voice

"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 12
Employee

Re: WHY do they have to send a technician?

POTS,Plain Old Telephone Service, dial tone comes from CO (central office) with lots of batteries.
VOIP, Voice Over Internet Protocol, dial tone comes from RG (Residential Gateway), battery attached to RG.

Now which RG? If voip is the phone1 light on front panel of RG.

A line test generally means history of errors, could have been electrical storm interference or a number of other causes.
The report only shows either current or past errors, therefore desire to dispatch a tech.
Report could also show line errors such as bridge tap that recommends removing, outside no charge, if inside $99 bill...this is common when customers choose a self install using phone jacks instead of tech install with new cat5 cble or removal of tap.

When calling in for tech support only four things can normally happen...
1) Resolution, problem solved, example unit unplugged (dead) check connections, reset power strip.
2) Shipment, determine possible issue with equipment, offer to ship, you replace, return original by UPS store.
3) Escalated, answers to software scripted questions, directs transfer to tier 2, technical support...the same support a field tech would smart chat to for assistance.
4) most costly...dispatch a tech..this is not done lightly, if recommended to schedule a service visit, there is an issue, that may or may not be related. Example, issue with phone, testing show s hpna problem with tv service wants to send a tech.
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 3 of 12
Teacher

Re: WHY do they have to send a technician?

If one selects "no dial tone" or "can't receive incoming calls" the procedure is to restart your residential gateway. Did that. Did not help. Is there any way for a user to run an automated line/service diagnostic?

Message 4 of 12
Teacher

Re: WHY do they have to send a technician?

I did the install. Used CAT6 from the NT1 box to a patch panel (maybe 25'). patch panel to the RG (6").

Phone plugged directly into RG does not work.

Normally have RG phone out patched into another pair in the CAT6 run back to the NT1 and connected to the in house wiring there. Basically I have 2 phones directly wired to the RG phone out. ("NT1"? do they call that any more?)

Message 5 of 12
ACE - Master

Re: WHY do they have to send a technician?

While I agree with you that with VoIP the only thing that's needed is an internet connection and a functioning AT&T Residential Gateway, it would seem that something was found that required dispatching a tech.  What that is...who knows.  Ask the tech when he arrives and see what he/she says.

 

I would suspect it's either a problem in the SIP server where your line is programmed or a bad residential gateway.  Those are the only two things it can be since you have good internet.

"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 12
Teacher

Re: WHY do they have to send a technician?

[quote]it would seem that something was found that required dispatching a tech.  What that is...who knows.[/quote]

 

Certainly the first line "tech" doesn't seem to know. I expect they click on "test" and it returns "failed". So they send a tech. 

 

[quote]I would suspect it's either a problem in the SIP server where your line is programmed or a bad residential gateway.[/quote]

 

Right. I'm guessing provisioning. I'm guessing if I could get past the first line support droid someone could check that from their desk and I wouldn't have to take 1/2 day off work to be there. (ok, maybe they could put in the request to operations to check the provisioning for the account and get an answer the next day and I wouldn't have to take 1/2 day off work to be there). Invariably, in the past, the tech gets there and says "yep, it needs to be provisioned and calls someone to have it done" ... while I take a 1/2 day off work. It's usually collateral damage from adding/deleting/modifying other customers' service.

Message 7 of 12
ACE - Master

Re: WHY do they have to send a technician?

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.

 

You can PM these guys and see if they can assist.

"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 12
Teacher

Re: WHY do they have to send a technician?

The ATTU-verseCare responded to the PM early this afternoon. Said they would make sure to check the provisioning for me before the dispatch. Hopefully that's tomorrow. I had to schedule the tech appt. for this Saturday.

 

> Now which RG? If voip is the phone1 light on front panel of RG.

 

It's a 2Wire 3600HGV. phone 1 light on the front is flashing steady. looks to be about 7 times per second.

 

(I have upgraded to Max Plus. Is that the RG I'm supposed to have? I'm only getting about 11 down and 1.3 up. Copper to the house.).

Message 9 of 12
Employee

Re: WHY do they have to send a technician?

As a self install, customer purchased ($100), on a VDSL circuit, only have two choices.
1) the 3600, designed for loop length 2200 feet or less
2) 5031,designed for longer distances, up to 3500 feet. Released early sumer 2013.

Does phone1 blink with no phone connected or solid? Should be solid, voip circuit activated.

Normally would expect RG issue, as this is purchased, the replacement will be another $100 charge.
The RG comes with a one year warranty, if under warranty need to return to ATT by UPS store.

Once received and verified defective will receive credit on billing.
If current unit is over 1 year old, just buying another unit,.

Expect the 5031 as few techs carry the 3600.

Was your previous internet Max (12/1.5)?
On a self install, the line is provisioned for 13M, Max is best available.
Requires a tech visit for Max Plus or Max Turbo on a single pair install.
If upgraded to Max Plus without tech visit or profile change (25/2) would expect your readings.

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 10 of 12
Teacher

Re: WHY do they have to send a technician?

Maybe I do need a tech out here then.

 

I got in on some sort of promotion 22 months ago (moved from land line and what was SBC DSL -- think it was called Elite) Didn't pay for equipment. I believe when I switched to U-verse I signed up for Max (up to 12). Then there was another promo later for some months of Max Plus (up to 18) after which it has been $5 more than the Max. I can't remember if a tech came out when I did the initial install for U-verse to verify things. Much more sure no one came out when they upgraded me to Max Plus. My understanding was that Max Turbo (up to 24) is only available if they have fiber to the house?

 

So when I click on "modify my internet service" I get 3 options.

Max (up to 12) - $51

Max Plus (up to 18) - $56

Max Turbo (up to 24) - $66

 I don't need the Turbo for $10 more a month but I would like to get more than the 11 I get now. 

 

The phone 1 light is not effected (still flashing) when plugging or unplugging the phone from the RG.

 

Message 11 of 12
Teacher

Re: WHY do they have to send a technician?

Wrap up.

 

Tech came today and left a new 5031NV-030 and I now have a dial tone again. Said he hadn't ever seen that happen to a 3600HGV (phone 1 led flashing with phone unplugged or not). The u-verse care people never got back to me about checking the provisioning so I don't know that they did or not. Now all I have to do is figure out how to configure it (want to change the inside IP address/network). Started a thread on that here: http://forums.att.com/t5/Device-Setup/How-to-change-inside-ip-address-of-5031-RG/td-p/3897407

 

Great help everyone, thanks

Message 12 of 12
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