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Review by idmd4 See Profile

  • Location: Fairfield, Fairfield, CT, USA
  • Cost: $200 per month (12 month contract)
When it's working Uverse has superior DVRs to Cablevision
Inconsistent service and techs who can't fix problems, substandard internet speeds and terrible sounding phone
Uverse has forced me back to Cablevision and their 1990's technology - at least it works
Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:

I had Cablevision for years with no "problems" although their DVRs were ancient and my bill was getting pretty high. A friend of mine was talking about Uverse and how much better the DVRs are and suggested I try them. I ordered their triple play - installation went well with no surprises. We had 5 set-top boxes installed as well as internet and phone.

My initial impression was their DVRs were in fact superior to Cablevision's DVRs. PQ was equal to CV on HD channels although their SD channels were much worse than CVs - not a problem since I hardly ever watch SD with the exception of BBC America which is STILL SD on Uverse. Phone quality is poorer than CV's in both sound quality and consistency - voices drop out in and out constantly. Internet from the start was very disappointing with speeds not even remotely close to what I paid for and constant latency problems. The first 6 months of service was stable with few issues and then that all changed.

Starting about 6 months ago all three services started dropping multiple time per day. I'd loose TV signal, internet and phone for anywhere between 10 seconds and 5 mins multiple times per day. I called tech support who ran some line tests and I was told "my second line was down" and someone would need to come out to the house.

The first tech came out, said no problem and then spent an hour looking around and then said he had "No idea how this system was installed" and someone else would need to come out. He confirmed we had a "line fault 3000 feet from the node" but he couldn't find the fault....a more senior guy needed to come out - sounds good.

Tech 2 comes out and he has no idea what the problem is so I get him up to speed, he quickly declares the first tech an idiot and goes about looking around for TWO hours before he comes up and says "my second line keeps going down" but "I don't really understand the install so I'm going to try and get the guy who installed your system out here".

Tech 3 (Not the guy who installed the system) comes out, again has NO IDEA what has already been done or ANY of the history. He's here for about 2 mins, leaves for 10 mins and comes back and says "All fixed! I tightened your connections at the box down the street and you're all set. Both lines are up and running". Within 20 mins of him leaving same problems occur.

Tech 4 comes out and looks around for 20 mins and says "I need to get a bucket truck out here....there's nothing wrong with your equipment or install...problem is probably between the node, pole and house."

Tech 5 bucket truck guy AGAIN has no idea why he's here. He goes up in the bucket and says "problem is not at the pole or node". He said I "probably need a new box (the one located in the basement next to the breaker) but ATT doesn't supply bucket guys with these" so he can't help me out. Someone else needs to come out.

Tech 6 replaces box and problems still present.

At the moment all three services drop multiple times per day. Even when TV is up and running if you pause the current channel and begin watching (even after only pausing for 2 mins) it skips ahead to current TV 100% of the time after a few mins. Internet even when "working" is only giving 8-9Mbps and latency is +200-300ms. So I was forced to wait out my 12 month contract and go back to CV with their ancient technology since I never had a problem with their service, CV's internet is SUPERIOR in EVERY WAY as is their phone quality. My feeling is Uverse is good technology in the home but it's using an ancient infrastructure between the nodes and houses and my guess is that's where my problem is but ATT doesn't want to restring lines. In the end I don't really care what the problem is I just want my service up and running and Uverse just can't provide that.



member for 13.2 years, 20 visits, last login: 3 years ago
updated 10.3 years ago


David
Premium Member
join:2002-05-30
Granite City, IL

David

Premium Member

Can we help?

can we in at&t direct help put an end to the madness?

Let me know and thanks- David
idmd4
join:2011-01-13
Jefferson, MA

idmd4

Member

Re: Can we help?

I appreciate the offer David but I'm already back with Cablevision. I'm pulling 58Mbps down and 28Mbps up (something ATT could never match) with equivalent PQ and contrary to other's experiences while a little quirky Multi-room DVR has been flawless for me. I'm impressed that the day of the install three TVs failed their internal test and a second tech was at my house working till 9:30PM to get them all to pass - yes they even asked if this would be an inconvenience and said I could boot him out at any time and he'd come back tomorrow. In the end he solved the issues same day - I gave ATT 6 tried with no resolution. Any way Happy Holidays!

David
Premium Member
join:2002-05-30
Granite City, IL

David

Premium Member

oh well, better luck next time hopefully.

Thanks
david
54761437 (banned)
join:2013-01-18
Durham, NC

54761437 (banned)

Member

Remote problems

So have the techs ever actually checked your pair(s) at the VRAD/DSLAM? I mean, if AT&T operates anything like CenturyLink or Frontier they probably have oversold nodes and this is why your bandwidth is significantly below provisioning. They keep sending techs with bucket trucks to your house, but the problem is pretty obviously not on your end.
idmd4
join:2011-01-13
Jefferson, MA

idmd4

Member

Re: Remote problems

I don't know what they checked....just that it was not fixed and I was constantly shocked how every new tech had NO IDEA what had been done before him. In the end 6 or 7 chances is just too many.