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Horrible service
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jpaw32
Regular Contributor
Posts: 193
Registered: 11-07-2007

jpaw32

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I've had uverse since the launch of the Big Ten Network. The person who did the install had no Idea what he was doing he had to call someone else to come do it. Time it took= 6 hours!!!

I've had problems with pixelation and the entire system going down and freezing up since the install and the problem just keeps getting worse. I've called at least 10 times and got some of the rudest people I'm ever talk to on the phone and I was still nice to them. I finally got athe **bleep** phone people to send a tech out 3 days ago. He came the thing froze, and he froze had no idea what to do.  He finally did a port switch and left 3 hours after he got to my home. The system was down he said he would come back after his lunch. He didnt. I go all night long with no service. He finally calls at 2pm the next day to tell me to plug everything in again and it should all work now.

Of course a hour later its all F'ing up again.  I call the tech support line and get the biggest #$%# in the world she doesnt believe I have a problem or that I've even called before and wants me to do a "reset" I refuse and demand a tech come back out. She sets it up again for today.

The tech shows up, again looking like he's never done this job before. He spends two hours staring at my phone line. Basically does a "reset" of the gateway and leaves saying its all "fixed". Again less the 15 minutes after he leaves the system goes down again. I call tech support and the girl agrees theres something major wrong and tries to get the dispatch to send him back. She keeps me on hold for 20 minutes before I refuse to be on the phone anymore.

She calls back a hour later to set up another tech to come out TOMORROW!!!!!!!!!!  Worst customer service and product ever.  If its not fixed tomorrow and my bill credited for  the entire month I going back to cable and never sending anyone to AT&T.

:robotmad:
Kudos!
11-07-2007 03:38 PM
 
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Re: Horrible service
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CL - Multi-Stream Master spd2demun
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Posts: 13694
Registered: 07-28-2007

spd2demun

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How are you connected, Coax or Cat5?
 
If you can tell us a little more detail about your setup, when this happens, etc., maybe we can figure it out here.
 
There are people here who are more knowledgeable (unfortunately) than phone support or repair techs.
:smileysad:

 

LOT8s Specialist and Home of the Wireless UFO Landing Pad
NOTE: I am NOT with AT&T no matter what you've heard; thank you, drive thru.
STANDARD DISCLAIMER APPLIES TO ALL POSTS --YMMV, YRMV, Take with a grain of salt!
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Kudos!
11-07-2007 04:22 PM
 
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Re: Horrible service
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CL - Net Czar hogrunr
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Posts: 4516
Registered: 08-28-2007

hogrunr

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Honestly I would have nailed the door shut if the second and third times they came out they just did a reboot and said they fixed it. It can be many things causing this issue. You can have bad coax connections on the front and back of your coax outlets, or just bad coax cable (if this is how you are connected). Also, you should have them check your signal strength on your lines inside your house as well as outside your house to make sure that part is ok. How is your Set top box connected to your TV?
 
Also, the tech won't be able to credit your bill, but if you will call in after your system is fixed and explain to them how things have been done at your home, they almost always will give you a good credit.
 
AND INSIST THAT THE TECH NOT LEAVE UNTIL YOU ARE SATISFIED WITH THE JOB THEY HAVE DONE. IT IS THEIR RESPONSIBILITY TO MAKE YOU HAPPY AS THE CUSTOMER, AND THEIR JOB TO ENSURE THEY HAVE CHECKED EVERYTHING POSSIBLE TO MAKE SURE IT IS WORKING PROPERLY. DON'T BE AFRAID TO ASK THEM TO WAIT 15 MINUTES TO HALF AND HOUR TO MAKE SURE THE SYSTEM IS WORKING PROPERLY BEFORE THEY LEAVE.
 
Oh and just a tip too. Unless it is the exact same tech coming out, make sure you don't treat him like it is his mistake that is causing this. Unfortunately there are some very stupid techs out there and alot of times the ones that do their job well end up paying for their mistakes.

 


I have no patience for the lazy and complacent society that we have become. Make an effort to fix it, or don't complain.
Kudos!
11-07-2007 05:14 PM
 
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jpaw32
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Posts: 193
Registered: 11-07-2007

jpaw32

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I have Cat5 going to everything. The first tech said that my line was at 80% when they did the port switch.
Kudos!
11-07-2007 07:03 PM
 
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Re: Horrible service
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Rooski
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Registered: 10-06-2007

Rooski

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Take a look at your RG's broadband statistics page, and look at the "uncorrected blocks" entry.  Devide this number by how many days it's been collecting stats.  Let us know what your average daily "uncorrected blocks" are.

jpaw32 wrote:
I have Cat5 going to everything. The first tech said that my line was at 80% when they did the port switch.
Kudos!
11-08-2007 07:09 AM
 
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Re: Horrible service
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CL - Net Czar hogrunr
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Registered: 08-28-2007

hogrunr

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So you have Cat 5 going to your Set Top Boxes (that's a good thing), what connection are you using from the STB to your TV? Do you know if the line strength he measured was inside your house or outside your house? Alot of times they will measure inside but not check the outside and that's where problems can be, especially if the wiring is very old.

 


I have no patience for the lazy and complacent society that we have become. Make an effort to fix it, or don't complain.
Kudos!
11-08-2007 07:19 AM
 
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Re: Horrible service
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jpaw32
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Posts: 193
Registered: 11-07-2007

jpaw32

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Well you nailed it with the outside line.  The Tech that came today said he was the most veteran of all the guys in Detroit. He was nice and seemed to actually know what he was doing.

He did a few things with the RG settings, switched the phone jack plate, and then to my surprise said he would just hang out, smoke a cig in the van and wait to see if it did anything. Well it didnt. He then looked at where the phone line was coming inside the house and redid the wiring the last guy did 2 days ago. He said that guy didnt need to put in whatever it was he did. He waited some more made a couple of calls and guess what, the problem came back. Then he tested the line and found all kinds of errors. He tested outside and inside, found it was fine outside but was messing up somewhere along the way in.

The problem: there where two lines coming into the apartment, one was bad tons of errors and running at 30megs(?) the other line was running good and at 60megs(?). Guess which one everything was on??? Yeah, so he switched over to the other line and said it actually gained 100ft to the box that way also. 

Everything appears to be running good now.  Glad I did all those "reboots" for the past month:smileywink:

If your in the D and have problems, ask for Daniel.
Kudos!
11-08-2007 06:49 PM
 
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CL - Net Czar hogrunr
CL - Net Czar
Posts: 4516
Registered: 08-28-2007

hogrunr

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That's great that they found the answer!! Some of the techs are really nice and know what they are doing, I just hope the number of those continue to increase!! The overall line capability right now I beleive is 60 Mb/s even though they have it capped at 27. But I'm glad they got everything switched over for you and if you have any other issues, don't hesitate to come back on here and I'm sure someone can help you!

 


I have no patience for the lazy and complacent society that we have become. Make an effort to fix it, or don't complain.
Kudos!
11-08-2007 07:14 PM
 
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