Winston
@sbcglobal.net
|  U-Verse Phone Service Goes Out Daily
We switched from AT&T Yahoo DSL and a POTS line to AT&T U-Verse 12Mb Internet and phone service (No TV) on 10/21. The installation went smoothly. Within a day, we found multiple problems with the service. The internet would go away for five to ten minutes at a time and every day we lose the phone service. Resetting or power cycling the residential gateway recovers the phone service. The internet comes back on its own.
I call support every day and answer the same questions and they run the same remote tests. AT&T has been out four times (and will be out again tomorrow). They’ve swapped the residential gateway and each tech has run line tests and checked the wires in the house. They did identify a problem in the street that wasn’t there when they installed U-Verse and that has fixed the internet. It did not fix the phone.
We found that our two TiVos don’t connect when making their daily call. Support says they are not compatible with U-Verse. We can live with that but it made us think that maybe something else in the house wasn’t compatible and that might be the cause. We removed the alarm and every device from the phone wiring but one. We kept the combination phone/answering machine. Nothing helped. We still lose the phone service at least once a day. Is it possible that the answering machine is the cause? Is there a list of compatible/not compatible equipment for U-Verse?
When we call support, they always focus on the service into the house. No one is able to really explain how the phone service works or how this can happen. Any ideas are greatly appreciated. I don’t have much longer to get this working or I’m going to have to go back to the old services. I’m not going to be able to stay married much longer if this isn’t fixed. |
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chefmws
Never Trust A Fat Chef
join:2001-06-28
Duluth, GA
| Your alarm system is supposed to dial out to the monitoring center daily as a test.
You might want to call your alarm company and have them check your system to see if their equipment is causing the line to be siezed by your alarm system. If it is it is doing its job and that is good. The alarm company can adjust your alarm system to do this test in the middle of the night so that it does not interfere with your use of your phones during normal hours.
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If it is dead and edible i can cook it !!!
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gdm
Premium,MVM
join:2001-06-15
Mchenry, IL
clubs: | reply to Winston
You should try contacting the Tier2 agents here »How to Contact Tier 2 agents |
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mmay149q
join:2009-03-05
Dallas, TX
| reply to Winston
Hello, this is Matt with U-Verse Tier II Technical Support. I want to resolve your issue as quickly as possible. Please send your account information to uversecare@att.com I'd like to get your issue resolved immediately.
Thanks, Matt
U-verse Tier II Technical Support.
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I'm an AT&T Employee dedicated to phenomenal customer service! Don't believe me? Check out my kudos! »/profile/1626573
»How to Contact Tier 2 agents Hours 12PM - 9PM CST. |
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Winston
@sbcglobal.net
| After six truck rolls, I ended up cancelling U-Verse. U-Verse techs (both the tier 2 folks online and the local guys) say the two pair drop to my house is bad and refer me to cable maintenance. The cable maintenance guys come out when I'm not home, run tests from the box across the street, say all is fine then refer me back to U-Verse support. They always leave a card so I call them when I find it. They are well meaning but can't call me before they come out and can't guarantee they'll come when I'll be home. Two times through the loop with the various support folks & three weeks without a phone that works more then a day at a time is enough. I've talked with way too many AT&T folks who are all well meaning but who can't break through the internal bureaucracy. Looks like I'm off to comcast (as much as I don't want too.). |
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