 Review by gregory007 
Posted: 120 days ago
member for 2.3 years, 153 visits, last login: 2 days ago
 San Mateo,San Mateo,CA
 $185 per month
 about 21 days
 "television is sharp"
 "service installed, 3 truck rolls to get it reliable"
 "Cost is high, broadband is 3Mbps/1Mbps, television sharp picture"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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I ordered service for Uverse 400 pro, including television, internet & phone and guaranteed not to pay more than $185/month.
There was a problem that surfaced the day the install tech arrived. Apparently when I was connected to the 3rd party verification service for transfering the phone numbers that they only verified 1 of the 2 phone numbers I wanted and that nulled the whole process to get the phones installed. On the day of install tech informed me that I would have to call the verification service, and then, get verified, and then a couple days later the numbers would be released and then a phone install tech would come another day to install the phones.
So I didn't get a full installation on the first day.
I helped the installer install service. I helped pull cable, I terminated my computer to the RG, and we used my cat6 cable, and my rj45 connectors. Pulled their RG6 coax under the house for home runs to the splitter. Instead of yelling through the floors I had walkie talkies and we communicated that way.
I got installed the technician left and everything worked fine for a day. Then the residential gateway (RG) started loosing connectivity. The RG started with connection online, then offline, the RG would go offline, handshake, train, and sync up, then go offline again randomly. Television and internet rely on the the RG for service. I called for a truck roll.
Turned out that the ground where RG was plugged in was weak, when the house furnace turned on the RG went offline, and would handshake until furnace went off.
Apparently, ground potential caused the flow to go through the coax that was grounded to copper pipe. Then tech ran a cat5 to the splitter, thus disconnecting the coax. Tech tested it and it worked, and he left. An hour later it again stopped working reliably. Called for truck roll and scheduled another day to wait for tech.
Tech tested all the connections at the NID, been under the crawlspace to the splitter. Lastly at the RG, tech cut the cat5 connector off the cable and re-terminated a rj-11 and it worked since then.
Summary:
Signed up for service from residential canvasser, that night I called 3rd party verification service and they said my phone numbers were good to go.
(Day 1)
Installer showed up early to install the service (great!).
Installed service, worked couple hours then it quit.
Phones were not installed that day.
Called for a truck roll.
(Day 2)
Trouble tech arrived made it work, left and it stopped working again.
Called for a truck roll.
(Day 3)
Phone installer arrived installed phones had problem with 1 of the 2 lines, took all day to get working. Running around between the telephone pole, the B box, and the NID it turned out to be the termination at the NID under the house. He had worked 3 hours testing and termniating (I helped him, used my ladder, wire cutters)
took lunch and came back at dusk, got it working under flashlight.
(Day 4)
Trouble tech checked all the terminations and ran diagnostics, found bad connection to GR in the rj-11 (it only uses 2 wires but is crimped with 3 pairs, one pair is wrapped behind the connection.)
Note:
I tried using some of the AT&T web self help.
Let me inform anyone that wants to contact AT&T for help, that using the web self help web portal is designed to NOT HELP YOU. You will never figure out anything and waste hours, if you try to choose "CONTACT US" it will not open up your email client, it will take you to another webpage for self help, and then again there is no way to get specific help, you will eventually end up calling the 800 number.
After I called the 800 customer service line, spoke with a TSR, I showed the tech to go to the web self help page and try to solve the problem, they were unable to do so, and also agreed that contacting customer service via email was impossible to do from the AT&T web page.
Now I was guaranteed a $100 check or take that off a months billing, but I have recieved no rebate or offer to get the $100 bucks.
Where is the honesty, in business.
Am I gona have to take some more personal time to call customer service and request the check, to arrange 100 dollar credit on a month's billing.
Where is the honesty, in business.
If AT&T offers 100 dollars to me and makes me jump through hoops to get it I am really thinking of canceling this whole affair.
Not only that but I was guaranteed 100 dollars, and another 50 dollars when I signed up to the service. I will have to get out the contract and call customer service and beg them.
[AT&T legal disclaimer: excerpted;
One offer per service address. Redemption details provided to customer 30 days after activation. Check sent to customers 4-6 weeks after receipt of coupon. Checks expire 60 days from issue date]
States that they will provide me the rebate offer within 30 days -NOT SO-
I didn't get anything !
I have already paid my bills and on time, I just got another bill.
I have taken 4 days of personal time to get the service.
AT&T sent install techs and truck rolls to remedy the trouble.
The internet webspace is useless, via yahoo briefcase. Images load slow or not at all. It will not play m3u files embedded into a webpage as background sounds.
Advertising is embedded into the yahoo briefcase file manager it is greed in it's worst personality. After contacing att support via the 800 number they haven't been able to answer the question and agree that the att support website is unable to offer an answer to my inquery and no contact via email. But there was a feedback link at the bottom of the help page that I found.
Anyway I like the Christain programming.
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