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Posted Jan 29, 2014
3:39:19 PM
uverse phone if you already have uverse internet?

Does a technician have to come out to install uverse phone if you already have uverse internet

Does a technician have to come out to install uverse phone if you already have uverse internet

uverse phone if you already have uverse internet?

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Jan 29, 2014 3:48:24 PM
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ACE - Master

No, as long as your existing AT&T router has the plug on the back to connect a phone.

"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"

No, as long as your existing AT&T router has the plug on the back to connect a phone.

"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.

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Jan 29, 2014 4:17:46 PM
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I am very frustrated after spending an hr. on the phone with 4 reps. trying to figure out why my uverse phone is not working. I signed up for uverse phone got an activation date (got two activation dates actually) (got 2 batteries too). They tell me a technician has to come out and I have to pay. I have spoke to two other people previously from AT&T and no one ever said that a technican had to come out. The last of the 4 people I spoke to today basically said none of the other people I spoke with knew what they were talking about. I read the intructions, they are pretty basic. I get a msg. on the phone that  says no tel. line on my phone. I insisted it was something they needed to do on there end. I really am fed up with AT&T and I am ready to end my phone service with them. I didn't need Uverse phone anyway, the only reason I was going to it is so I could get 1 bill for both my phone and internet.

I am very frustrated after spending an hr. on the phone with 4 reps. trying to figure out why my uverse phone is not working. I signed up for uverse phone got an activation date (got two activation dates actually) (got 2 batteries too). They tell me a technician has to come out and I have to pay. I have spoke to two other people previously from AT&T and no one ever said that a technican had to come out. The last of the 4 people I spoke to today basically said none of the other people I spoke with knew what they were talking about. I read the intructions, they are pretty basic. I get a msg. on the phone that  says no tel. line on my phone. I insisted it was something they needed to do on there end. I really am fed up with AT&T and I am ready to end my phone service with them. I didn't need Uverse phone anyway, the only reason I was going to it is so I could get 1 bill for both my phone and internet.

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Jan 29, 2014 4:24:56 PM
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It depends on a few factors,
1) do you currently have a POTS (plain old telephone service line), if yes the connection to the outside POTS line needs to be disconnect from IW (inside wiring). If have a whole home vdsl splitter in NID (network interface device, normal side of home), this is where disconnected.

2) how many phones/ jacks are needed?
If multiple jacks, need to back feed VOIP (voice over internet protocol) to home wiring, this generally means adding a new wall plate or biscuit with additional jack, data cable connected to home phone system. Need RG signal separate from phone. Depending on current wiring, tech may need to install new cat5 (what original install a CS, customer self install or a FTI, full tech install).

3) if just using a single phone or a base station phone set with satellite phones, willing to place base station at RG location... then as BeeBeeSA stated no, do not need a tech visit can do a self install, will receive a BBU (battery backup unit) and a number to call to transfer phone number or set up new phone number.
It depends on a few factors,
1) do you currently have a POTS (plain old telephone service line), if yes the connection to the outside POTS line needs to be disconnect from IW (inside wiring). If have a whole home vdsl splitter in NID (network interface device, normal side of home), this is where disconnected.

2) how many phones/ jacks are needed?
If multiple jacks, need to back feed VOIP (voice over internet protocol) to home wiring, this generally means adding a new wall plate or biscuit with additional jack, data cable connected to home phone system. Need RG signal separate from phone. Depending on current wiring, tech may need to install new cat5 (what original install a CS, customer self install or a FTI, full tech install).

3) if just using a single phone or a base station phone set with satellite phones, willing to place base station at RG location... then as BeeBeeSA stated no, do not need a tech visit can do a self install, will receive a BBU (battery backup unit) and a number to call to transfer phone number or set up new phone number.
*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.

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Jan 29, 2014 4:32:02 PM
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On trying a self install, is the phone1 light on at the RG?

If light is on, plug the telephone directly into phone port, should have a dial tone, yes?

If dial tone exists, call the number listed or 1-866-315-5832 to transfer your service.

If need to have phones work at other locations in home, then probably best to have a tech visit.
As this would be listed as a tech assist on a customer self install, would be billed $99.
On trying a self install, is the phone1 light on at the RG?

If light is on, plug the telephone directly into phone port, should have a dial tone, yes?

If dial tone exists, call the number listed or 1-866-315-5832 to transfer your service.

If need to have phones work at other locations in home, then probably best to have a tech visit.
As this would be listed as a tech assist on a customer self install, would be billed $99.
*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.

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Jan 29, 2014 4:55:01 PM
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Right, I moved my base to where the gateway is. My other phones are just handsets. My phone has a msg. on it saying check tel line. I can't call the number to activate because I have no dial tone. When I called csr no one could even see where I had ordered uverse, but here I sit with 2 batteries and 2 activation dates. Then I was told a technician had to come out. They would try and get the service charge waived, then came back and said the supervisor said no to cancelling the service charge. I really can't see what a technician would need to do, other then charge me a service charge. So frustrated.

Right, I moved my base to where the gateway is. My other phones are just handsets. My phone has a msg. on it saying check tel line. I can't call the number to activate because I have no dial tone. When I called csr no one could even see where I had ordered uverse, but here I sit with 2 batteries and 2 activation dates. Then I was told a technician had to come out. They would try and get the service charge waived, then came back and said the supervisor said no to cancelling the service charge. I really can't see what a technician would need to do, other then charge me a service charge. So frustrated.

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Jan 29, 2014 5:07:56 PM
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No, Phone 1 light is not lit.

No, Phone 1 light is not lit.

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Jan 29, 2014 5:09:16 PM
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Also, Cat5 was already installed by tech when I moved over to uverse internet from DSL.

Also, Cat5 was already installed by tech when I moved over to uverse internet from DSL.

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Jan 29, 2014 5:13:34 PM
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Back to first question, is the phone1 light on at the RG front panel?
No light, no service...
When are the two install dates listed?
Which RG do you have?

If not back feeding VOIP, then the only thing the tech could do is swap the RG.
If this is a leased RG, no charge...if a purchased RG, then charge for new unit (no labor cost).
If original RG is within 1 year warranty period, may sent back for credit ($100) as a wash.

Let the tech come, if informed of billing, sign work order, can then get issue resolved and deal with billing department later.

When was serviced ordered, generally need 5 business days (with how weekends work figure 10 days) before can port phone number. Has it been 10 days, is the later activations date place you at 10 days or beyond.

Back to first question, is the phone1 light on at the RG front panel?
No light, no service...
When are the two install dates listed?
Which RG do you have?

If not back feeding VOIP, then the only thing the tech could do is swap the RG.
If this is a leased RG, no charge...if a purchased RG, then charge for new unit (no labor cost).
If original RG is within 1 year warranty period, may sent back for credit ($100) as a wash.

Let the tech come, if informed of billing, sign work order, can then get issue resolved and deal with billing department later.

When was serviced ordered, generally need 5 business days (with how weekends work figure 10 days) before can port phone number. Has it been 10 days, is the later activations date place you at 10 days or beyond.

*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.

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Jan 30, 2014 7:44:20 AM
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No light on phone 1.

The first install date was back in Nov. I was late on hooking things up and called AT&T and asked a few questions and the next thing I knew I had another install date and another battery for Jan. 8. Yes, I think I own the gateway now since I have had internet with AT&T over a year. I guess I am just a little frustrated because no one ever told me a tech needed to come out, that I would be charged for. The install instructions don't say that either. I talked to 4 people yesterday. None of whom could see where uverse was ordered. I was finally able to give them an order number and they supposedly saw that it had been ordered. Tech support didn't even help me, just switched me back to billing. The when I get back to billing I am finally told my account was not in her area, and she would have to switch me to someone else. Just not worth it. Now with all of this and the last CSR telling me that the other people I have spoken with didn't know what they were talking about, I am skeptical with what the first CSR told me when I first ordered uverse phone and that is that I would get a discount for the first year and when that year is up they would discount it again for another yeat instead of it going up to, I cant remember the exact amount, but it was alot. Thanks for your help. But at this point I am not sure keeping home phone service is even worth it.

No light on phone 1.

The first install date was back in Nov. I was late on hooking things up and called AT&T and asked a few questions and the next thing I knew I had another install date and another battery for Jan. 8. Yes, I think I own the gateway now since I have had internet with AT&T over a year. I guess I am just a little frustrated because no one ever told me a tech needed to come out, that I would be charged for. The install instructions don't say that either. I talked to 4 people yesterday. None of whom could see where uverse was ordered. I was finally able to give them an order number and they supposedly saw that it had been ordered. Tech support didn't even help me, just switched me back to billing. The when I get back to billing I am finally told my account was not in her area, and she would have to switch me to someone else. Just not worth it. Now with all of this and the last CSR telling me that the other people I have spoken with didn't know what they were talking about, I am skeptical with what the first CSR told me when I first ordered uverse phone and that is that I would get a discount for the first year and when that year is up they would discount it again for another yeat instead of it going up to, I cant remember the exact amount, but it was alot. Thanks for your help. But at this point I am not sure keeping home phone service is even worth it.

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Jan 30, 2014 12:10:32 PM
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ACE - Master

Since your frustration level is getting up there, 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 guys will get you fixed up.

"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"

Since your frustration level is getting up there, 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 guys will get you fixed up.

"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.

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