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mmay149q
join:2009-03-05
Dallas, TX
| Re: Welcome U-Verse Tier 2 Agents said by gdm  :I thought we should put a post out welcoming the new U-Verse Tier 2 techs that are helping out in the forum. These are official AT&T techs that deal with U-Verse specifically not ADSL that way David can deal with other things. You can contact them one of the three following ways. 1) PM them directly. You need to be aware they all work different times. Not the most secure method but many use it. 2) You can email them at the following address u-versecare@att.com and they all will receive it which is nice since they work different hours. 3) Lastly you can post in the AT&T Direct forum which only the AT&T techs can read your thread. First read the posting rules here » Posting Rules - and the link to the actual AT&T Direct forum is » /forum/sbcdirectList of AT&T Techs » /who?rr=234Below are the following Tier2 agents. Matt = mmay149q Josh = josha Sam = samt2agent Thanks GDM!!! We are glad to be here too, so if anyone has any issues, or needs help, don't be afraid to ask, if we are backed up, we might give you to another agent so that you can be responded too/helped quickly. And the best way to reach us is via E-mail with your billing account number and a good call back number to reach you. Thanks, Matt. | |
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Flippant
So Much For Subtlety
Premium,Mod
join:2000-06-04
Katy, TX | Re: Welcome U-Verse Tier 2 Agents Yes welcome to the forum, your help is greatly appreciated. | |
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ozzy6900
join:2005-01-11
West Haven, CT
 ·AT&T U-Verse
| These guys are really busy so give them a chance to do their work. I was working with Josh via the AT&T intra-company IM Service and believe me, he is dealing with multiple problems at one time.
Way to go, guys! Thanks for your time and efforts. | |
| | 
ILpt4U
Premium
join:2006-11-12
Lisle, IL
 ·AT&T Yahoo
·AT&T U-Verse
 ·magicjack.com
| Re: Welcome U-Verse Tier 2 Agents said by ozzy6900 :These guys are really busy so give them a chance to do their work. I was working with Josh via the AT&T intra-company IM Service and believe me, he is dealing with multiple problems at one time. Way to go, guys! Thanks for your time and efforts. intra-company IM -- also known as "Q"...
In some ways, its more fun than public IM programs  | |
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mmay149q
join:2009-03-05
Dallas, TX
| Re: Welcome U-Verse Tier 2 Agents said by schja01 :said by ILpt4Uintra-company IM -- also known as "Q"...[/BQUOTEHmmmm. "Q" is a "Star Trek NG" character. That explains a LOT !!
[/BQUOTE :Q is also in Star Trek Voyager, and Deep Space Nine, He is one of the characters in the Star Trek saga to have been in so many shows, I can't remember if he ever appeared on Enterprise, like Data did (Well, playing as Dr. Soon) but you get the point, and I've let my nerdness show too much!!! =P --
"Technological progress is like an axe in the hands of a pathological criminal." -Albert Einstein | |
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djrobx
join:2000-05-31
Valencia, CA | Great to have you guys here! | |
| Madtown
join:2008-04-26
Madera, CA | It good we have this type of support here on DSLR. | |
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mmay149q
join:2009-03-05
Dallas, TX
1 edit | Re: Welcome U-Verse Tier 2 Agents said by Graystoke :Another "Thumbs Up" for Matt. He helped get my problems with U-verse Voice fixed. A big thanks, and much appreciated to Matt. Now if he can only get those construction guys to fill in the hole in my front yard.  Just kidding Matt.  Thanks Graystoke, let me see what I can take care of for you, I will call and see if we have anything on your ban that's scheduled, and if not I will get it scheduled. Matt.
--
"Technological progress is like an axe in the hands of a pathological criminal." -Albert Einstein | |
| | | Graystoke
join:2006-03-24
Stockton, CA
·AT&T U-Verse
 ·Comcast
2 edits | Re: Welcome U-Verse Tier 2 Agents said by mmay149q :said by Graystoke :Another "Thumbs Up" for Matt. He helped get my problems with U-verse Voice fixed. A big thanks, and much appreciated to Matt. Now if he can only get those construction guys to fill in the hole in my front yard. Just kidding Matt. Thanks Graystoke, let me see what I can take care of for you, I will call and see if we have anything on your ban that's scheduled, and if not I will get it scheduled. Matt. Thanks Matt. That would be great. The wife is getting a little upset because of the hole in her garden, and part of the fence being down. | |
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redbean
@sbcglobal.net | I need help/answer. i want the guide to show less channels maybe 4 or so. there are too many showing right now and i am unable to read. please please someone help me. i really know nothing about at&t u-verse! | |
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mmay149q
join:2009-03-05
Dallas, TX
| Re: Welcome U-Verse Tier 2 Agents said by redbean :
I need help/answer. i want the guide to show less channels maybe 4 or so. there are too many showing right now and i am unable to read. please please someone help me. i really know nothing about at&t u-verse!
Please send an e-mail to uversecare@att.com, so we can create a ticket, what you will need to include is a good call back number, and your billing account number, so we can get ahold of you and help you over the phone. Thanks, Matt, U-Verse Tier II Technical Support.
--
"Technological progress is like an axe in the hands of a pathological criminal." -Albert Einstein | |
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mmay149q
join:2009-03-05
Dallas, TX
| Just to give y'all an update, I will be leaving 1 hour early on Wednesdays from now on, so on Wednesdays I will be with you from 2pm - 11pm Central Standard Time, and will be able to help you with tickets.
Thanks, Matt.
U-Verse Tier II Technical Support.
--
I'm an AT&T Employee dedicated to phenomenal customer service! Don't believe me? Check out my kudos! »/profile/1626573 | |
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Mr Anon
@sbcglobal.net | Awesome! That means that even anon users can get some assistance? Either way its great to have the support, welcome! | |
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mmay149q
join:2009-03-05
Dallas, TX
| Just to add to this, if you are going to e-mail us, it would be nice if you include this with your e-mail.
1.) Your U-Verse billing account number.
This can be found on your U-Verse bill.
Should be something like 100123456, 101234567, 102123456, or 103123456.
2.) A good phone number for us to reach you.
So we can call and walk through some things on the phone.
3.) An alternate contact number if you are having VoIP issues.
Thanks, Matt
U-Verse Tier II Technical Support.
--
I'm an AT&T Employee dedicated to phenomenal customer service! Don't believe me? Check out my kudos! »/profile/1626573
»Welcome U-Verse Tier 2 Agents | |
| | 
bluepoint951
join:2001-03-20
Carrollton, TX
·Verizon FIOS
·AT&T Southwest
1 edit |  Re: Welcome U-Verse Tier 2 Agents
I want to thank GDM & David for allowing me to help you all; there are just a few things I would like to request if/when you contact us for an address validation.
Please include the following:
1.) USPS Mailing Address to the home in question
2.) DSL/AT&T Telephone number that is in service at this address [if applicable]
3.) Surrounding neighbors that have service or that you know Pre-Qualify
4.) Your name/person to be contacted
5.) Phone Number and/or email address where you want to be contacted.
Please be as concise and specific as you can be; the more information that your have can be helpful to getting to the root of the issue.
We strive to work as quickly as we can, however, it may take a week, two, or sometimes three to get a response from the field depending on the area. A good contact number and email are preferred to ensure your are notified of the results.
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AT&T UVerse Dispatch Center - SouthWest
Covering AL, AR, CA, FL, GA, KS, MO, NC, NV, OK, SC, TN, & TX | |
| jaa18
join:2003-02-05
Batavia, IL
| I truly think this is a way to prevent issues as well as solve problems. Thanks for being here.
Now, I am scheduled to have installation on Wednesday the 29th for 4 TVs, 8 Meg Internet and 2 phone lines. This is to replace the 6 Meg DSL, comcast and move 2 of the 3 lines I presently have. Do not need the 3rd anymore.
My main question is "What Can I Do Before the Installation to Better Prepare For the Install?" I would like to make this as smooth and easy as possible for the installers.
Any info is appreciated. Thank you. | |
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mmay149q
join:2009-03-05
Dallas, TX
| said by jaa18 :I truly think this is a way to prevent issues as well as solve problems. Thanks for being here. Now, I am scheduled to have installation on Wednesday the 29th for 4 TVs, 8 Meg Internet and 2 phone lines. This is to replace the 6 Meg DSL, comcast and move 2 of the 3 lines I presently have. Do not need the 3rd anymore. My main question is "What Can I Do Before the Installation to Better Prepare For the Install?" I would like to make this as smooth and easy as possible for the installers. Any info is appreciated. Thank you. In response to your question, if I'm correct really the best thing you can do is check your house for all the connections where you will have STB's (U-Verse TV receivers for your TV service) and move all of your personal items (TV, TV stands, couches, chairs, Entertainment centers, etc) away from the outlets that way the tech has room to work. (Note: the techs are not allowed to move your personal items, and doing this will cut down on the install time) Another thing to do would be to make sure you have all hedges/tree's/bushes etc cut back from the telephone box on the outside of your house (We call this a NID, and here's what it looks like »upload.wikimedia.org/wikipedia/e···tech.jpg) so that the tech can get to it and check all the wiring inside, and the grounding on the outside. Also if you know where any splitters are in your house (in regards to the TV service) please make sure you have everything out of the way, and you can show each one to your tech (this will also help cut down on the install time) that way if need be he can replace or remove the splitter to get your TV service working.
That's really about anything I can think of, just know that the tech will probably show up, and then leave for at least the 1st 20 - 30 minutes to go connect your house at the VRAD and then will be back afterwords to connect all your equipment in your home.
Thanks, Matt
U-Verse Tier II Technical Support.
--
I'm an AT&T Employee dedicated to phenomenal customer service! Don't believe me? Check out my kudos! »/profile/1626573
»Welcome U-Verse Tier 2 Agents | |
| jaa18
join:2003-02-05
Batavia, IL
| Thanks for the replies. I will be doing some moving of furniture on Tuesday night in preparation. Also, ILpt4U, what kind of beer do I need on hand, just in case you are the one that comes out here.
I think I have read enough to determine how to hook up my Netgear Wireless to the RG. I am even planning on taking the day off from work to make sure I can help and learn as much as possible.
Come on Wednesday! | |
| skipdodson
Premium
join:2002-12-07
Reynoldsburg, OH
| Would like your advice:
One of the AT&T contract reps knocked on my door Saturday. I didn't realize U-verse had speeds above 6Mbs. That is all I had seen in any of the advertising. I have not been happy with the Insight HD cable service or their DVR. The Turbo (10Mbs) internet service has been excellent producing speeds of 8Mbs-27Mbs.
My U-verse phone, U200 TV, Max 18 internet installation is Aug 7 in Reynoldsburg, OH. This house is 16 years old with underground drops. The AT&T drop was disconnected about a year ago when we installed Insight Cable phone service.
I know where the drop runs from the house to the street. I'm not sure which direction the line runs once it gets to the street, so I am at least 3200 ft (see map at »bit.ly/QUhzJ) from the VRAD maybe 4,000 ft. if it comes the long way around. What speed can I expect to get with the Max 18 service. Is the 24 Mbs service available yet?
The installation includes one 55" HDTV, two 27" SDTVs, one PC, one iMac, one windows laptop, two iPhones, one 1TB Apple Time Capsule and our land line phone service. Guess AT&T has us back with all the services we use. I sure hope they work!
From what I have been reading, it seems to me a new drop should be installed, we should abandon the coax and install Cat5 from the UID to the RG and to all TVs and desktop computers.
I have been using an Apple 1TB Time Capsule (AirPort) which also acts as a 4 port router, for my wireless network. I hear the wireless network in the RG is better so I plan to turn the AirPort off and just use the Time Capsule for the iMac OSX Time Machine and a network backup drive.
I plan to have clear access for the technician to all the equipment and outlets, and the basement is not finished so installing new wiring to the UID won't be a big deal.
I could use a wireless connection for the iMac but I get better performance using a cat5 cable with the Time Capsule/router. I assume the same will be true for connecting it to the RG.
I've been looking for some network topology diagrams to get a clearer picture of how the components are connected but so far all the links I have found to AT&T web pages at »www.uverseusers.com/index.php?op···6&id=faq have redirected to the main U-verse Home Page. But from what I have been reading it appears the RG has 4 ports. I assume we can use one for the PC, one for the iMac, and one for the Time Capsule (AirPort turned off) back-up drive.
I assume the DVR which will drive the HDTV connects to the RG and the two satellite STBs for the 27" SDTVs will connect to the DVR. Or is it possible for the satellite STBs to be wireless connections?
I understand there are several DVR models. Which one is best and how can I make sure I get the one with the largest capacity?
Anything else I need to know to improve my configuration and make the installation go smoothly will be appreciated.
Thanks,
Skip Dodson | |
| | MyDogHsFleas
Premium
join:2007-08-15
Austin, TX
·AT&T U-Verse
·AT&T Southwest
| Re: Welcome U-Verse Tier 2 Agents Yes, the RG has 4 Ethernet ports and one coax port, for downstream local network connection. However, each STB (including the DVR) is individually connected by either Cat5/6 or Coax to the RG. There is no wireless STB connection, and there is no "satellite STB". | |
| Booka232
join:2009-08-10
Oak Lawn, IL
| It's good to see U-Verse Agents on here...though I'm sure you'll be sorry to have heard from me.
We've had ongoing service issues with U-Verse since our service began back in May of 2008. We've been given every reason under the sun as to why we have slow upload/download speeds (even though we pay for faster service), digitization/pixelization, as well as a bunch of other crazy service interruptions (like the parent lock randomly turning on and off, the U-verse boxes randomly shutting themselves down for reboot, and getting the "you are not subscribed to this channel" crap, just to name a few).
We've had roughly 2 technicians a month out to the house to assess the situation. We've had boxes and gateways replaced on more than one occasion, coax connections replaced, lines replaced, we even had CatV cable installed and removed because apparently it "doesn't work with our service", we've also been told not to use HDMI cables because they're not stable enough for our service. Hello HD? During the last visit, they sent out a "Manager" along with a technician to rerun all of our cable lines and replace our boxes and our gateway AGAIN. The "Manager" had only been with U-verse for 2 weeks, and didn't HAVE A CLUE what he was talking about, and admitted he wasn't at all familiar with the service. Great thanks. Also, that day, technician actually trampled all of the plants along the side of the house where he put up all of the new wiring (sloppily I might add).
Finally someone came out and ran a REAL test on our lines. Turns out we have a bridge tap in our front lawn. Something that should have been removed PRIOR to service installation. Someone from plant engineering was out on July 1st to set up our bridge tap removal. We're still waiting for the actual construction to begin. I've just received a call from him this morning. Now U-Verse is deciding whether or not it's cost effective to remove the bridge tap because they've found 20 other people with the SAME issue. Basically, they don't know if they're even going to bother to fix it now, because it's going to cost THEM too much money. Nevermind the $200/month I've been for over 15 months of service THAT DOESN'T WORK and never could, to begin with right?
So really, what are my options here should they decide to leave the bridge tap in place aside from cancelling service and going to back to Comcast while simultaneously contacting every newspaper, and television news crew, along with the BBB and a lawyer to get my money back for services I've paid for and have yet to receive? | |
| | | Booka232
join:2009-08-10
Oak Lawn, IL | Re: Welcome U-Verse Tier 2 Agents Sorry, I saw that in the first post. I just kinda went off on a rant.
It's gone up the food chain. Sadly, it doesn't seem like anyone really cares. | |
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gdm
Premium,MVM
join:2001-06-15
Mchenry, IL
clubs: | Re: Welcome U-Verse Tier 2 Agents No worries. Try emailing the Tier-2 guys here this board has more pull than folks realize. | |
| | | | Booka232
join:2009-08-10
Oak Lawn, IL | Re: Welcome U-Verse Tier 2 Agents One can only hope. We've spent several hours on the phone with Tier 3 agents several times now. | |
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STV
slippery when wet
Premium
join:2000-10-02
Saint Charles, MO
clubs: | Re: Welcome U-Verse Tier 2 Agents tnx fr the reply... | |
| JonBoySC
join:2009-06-26
Pickens, SC | Were the latest updates supposed to fix the HDMI issue with the stbs? I have two non dvr cisco boxes that are dropping audio, one is still out now, and i cant get the sound back. Is the HDMI audio still an issue? | |
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gdm
Premium,MVM
join:2001-06-15
Mchenry, IL
clubs: | Re: Welcome U-Verse Tier 2 Agents Thanks skj! | |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA | Re: Welcome U-Verse Tier 2 Agents You are welcome. | |
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Welcome U-Verse Tier 2 Agents
