So far, it looks like this is a case of tech support actually working.
Two problems had cropped up with U-Verse since it was installed mid-week, and today I wanted to get them fixed. First, my HDTV had brief periods of pixelation. Every 5 to 15 minutes, the connection would freeze, for about a second to two. Worse though, was the internet. I was only getting about 12 to 13 megabits, and am on the 18 megabit plan. Even worse than that, it couldn’t be sustained. Backups of PhoneNews.com averaged four to six megabits… in between the constant connection drops to zero kilobits.
First tier tech support didn’t have a clue. They said all their green lights were green, and that it was my network (blaming having too many computers, using hubs, etc). I cut through that FUD and explained how the first tier rep was wrong on each point. Then, I asked for tier two. About 10 minutes later, tier two support came on the line, and things started becoming clear.
Most of tier two’s initial tests came back clear. But, they ran a signal test, and found that my line was getting too much power. This apparently happened because maintenance ran the new line from the VRAD too short. I live quite close to the VRAD on my street, so this was supposed to be avoided… in other words, maintenance either didn’t get the instructions, or didn’t follow them.
Long story short, tomorrow a U-Verse tech will be out to confirm the diagnosis. Then, they’ll order maintenance out to re-run the line (yes, again) with a longer cable that will avoid the overpowering. Then, I assume U-Verse techs will be back out to re-test the finished new line.
It’s progress, and that’s a lot better than nobody having any idea why my connection isn’t working at the top speed.
Update (5:07 PM): AT&T did not come out in the 10 AM to Noon window that they quoted me. I finally called them (had other things to do, yes, I do have a life). After 32 minutes on the phone (mostly on hold), we got things back on track.
Since I got the number for dispatch directly, I was able to speak their language. As such, I got them to agree to send out both the premise technician and the maintenance technician simultaneously. They usually don’t do that, but since my case got screwed up, I was able to convince them this would take two days… at this point… to finish the job otherwise.
So, it is lousy that they didn’t make the first appointment. Had this been just about any customer than myself, said person would be stuck at home two days in a row, losing two days of work to get this problem fixed.
And, really, there’s no guarantee still I won’t be said person. I’ll keep you up to date when they come out.
Update (6:12 PM): U-Verse premise tech just called me, should be here shortly…
Update (6:24 PM): Premise tech is done and gone. Basically just confirmed the fit on the line was bad, and verified that the ticket for the maintenance tech was in. Should be out before 9 PM… but if not… I get to call in tomorrow. The good news is that they shouldn’t have to enter the house, so I’m not stuck at home even if they have to come out tomorrow.
Update (9:26 PM): The maintenance department didn’t show, so I get to have to call in at 7:30 AM tomorrow, in order to make sure that they will come out today.
And, in case you haven’t figured it out yet… maintenance can’t verify that the new line will fix the bad fit. So, once they are done, I have to call Tier 2 tech support, have them check the line, and if the fit is still bad… have another premise technician come out, to come up with a new game plan.
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Did they come out as promised? Please keep us up to date as things progress. Thanks.
No, they didn’t… I’m on hold at this moment actually trying to get to the bottom of it.
I’m surprised, because this was an easy service call. They didn’t even need to go inside really (they could have measured the signal at the box).
[...] (9/17): Sorry folks, as I noted on my own blog, AT&T did not properly install my new fiber line. And, all the data for enabling T-Mobile [...]
This is my concern with switching from cable which is working pretty well but at a higher cost than I like. I am not tech-y at all. What chance would I have in a similar situation? Not very good. But I will continue to follow here and maybe learn a little.
The best thing I could suggest is to do what I do… and keep your existing services online until U-Verse is installed (and fully working).
Keep in mind that AT&T will refund you the cost of any days of service where U-Verse doesn’t actually work. So, as soon as it is working, then you just call up your cable provider and cancel.
I’m not writing these articles to yell at AT&T. This is still a new technology (for them), with only about a million subscribers. As such, I’m more writing this to tell AT&T how to improve their deployment and setup procedures.
i gfet a high pitch wine and bells and wistles.call a teck they say i dont hear it. the minit they leave the wailing starts again. they now want to pull out my system and kick me off.
I am longing for October to get rid of AT&T completely. We have had every possible problem that could happen, from freezing TV, loud machinery noise on our home phone, and my e-mail drives me crazy because when I am typing, it puts part of a word up on another line in the middle of something I already typed, or it will bounce it up into the address line of the e-mail! It has also kicked me completely off when I am in the middle of something. I cannot wait to get rid of it! When doing e-mail I am constantly having to stop, hit escape because its trying to put pictures into my e-mail when I had no intention of doing so, etc. I notice it happens the most when I type the ! mark. I also have two other computers in the house that cannot get on line anymore and have spent countless hours on the phone with tech support. I am computer literate but not high tech. I have heard so many excuses by AT&T from saying that our modum is too confined to they just don’t know why we are having these problems! I am ready to blow up the TV, the computers and our phones. Oh yes and our cell phones drop calls too!
I have no idea what to do but would like postings on better services so maybe I can get a better internet, TV and phone service next time. I have been an AT&T customer all my life!
I had u-verse 100 installed on Jun 30, 2011 – 3 weeks! I’ve had countless technicians out because my TV screen freezes and then goes down as does the internet probably every 10-15 minutes. Whenever I call technical support tier 1 & 2, the issues are so obvious they see it but can’t seem to fix it. They’ve re-cabled and replaced the modem and all is good for 24 hours and then it gets worse and worse by the day. I’m giving them one more chance since they credited my bill for the entire month but lets face it, if they haven’t resolved their connectivity issues since 2009 it’s not going to happen! Now, I’m waiting for connectivity again so I can post my comment! If you live in Los Angeles, don’t waste your time and money with AT&T U-Verse! You will just spend countless hours calling technical support, waiting for technicians, and waiting for your systems to come back up for a few minutes here and there!!!
I replaced the Belkin Battery Back up and all is well. Theyve had numerous faulty back ups. Ask for a direct DC adapter for the router or replace the back up. Most issues are from the router not recieving proper power.