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STLCompGuy

join:2003-01-11
Saint Louis, MO

New UVerse Install - what to expect?

On July 2nd I am getting AT&T Uverse installed in my condo. What should I expect? How long is the whole procedure? They are scheduled to arrive between 8-10AM. They said it avgs between 4-6 hours. I am getting TV/Internet/Phone.


dustman81

join:2002-05-28
Tallmadge, OH

I had Uverse installed in my apartment last December.

They'll call ahead and let you know they are on their way. When they arrive, they introduce themselves and have you sign a paper which grants them permission to install the service.

Then they hook up a toner to the phone line and head out to the VRAD. They tone out your line and connect it to the VRAD through the crossbox. This usually takes about 30 minutes.

Then they come back in and get their signal tester out. If they get good sync, they will hook up the RG and wait for the signal and broadband lights to turn solid green.

Once that happens, they will proceed hooking up the STBs. The STBs will go and download the latest software which could take 15 minutes per box.

Next, they will have you connect a computer to the RG so it can be tied to your account. Then they will show you how to use the TV service (DVR functions, channel changing, ect.)

My installation took about 4 hours.


STLCompGuy

join:2003-01-11
Saint Louis, MO
reply to STLCompGuy

what the hell...4 hours....I can build a house in 4 hours:) what kind of technology is this:)


cwvallier

join:2009-06-26
Turlock, CA
reply to dustman81

A couple of stupid questions: what is a VRAD and an STB? Will this service require a bunch of boxes/equipment installed on my house? Will my landline phones still plug into the phone jacks that came with the house? Does the TV and internet hook up to a phone line or coax? Getting all 3 services installed on monday. Any info would be great.



mmay149q
Premium
join:2009-03-05
Dallas, TX
kudos:48

1 edit

said by cwvallier:

A couple of stupid questions: what is a VRAD and an STB? Will this service require a bunch of boxes/equipment installed on my house? Will my landline phones still plug into the phone jacks that came with the house? Does the TV and internet hook up to a phone line or coax? Getting all 3 services installed on monday. Any info would be great.
The VRAD is the box in your neighborhood that services your block or area with U-Verse service. STB stands for Set Top Box or the receivers that are connected to your TV, your computers can be hooked in 2 ways, via a wireless signal from the RG (modem that controls everything) or ethernet cable (Cat 5) from the RG to the PC. Your landline will still use the phone jacks, and your receivers are the same as your PC, except they use coax or cat 5.

Since you're getting the phone service as well, this will be voice over IP, it's not a landline, so you will have a battery backup with your RG, and your RG will power all the phone jacks in your home, if you have an electrical outage in your area it's good to have a spare non wireless telephone to plug directly into the back of the RG so you can get the 4 hours of talk time if needed during that outage.

If you have any further questions please feel free to private message me, I'm Matt with 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


ILpt4U
Premium
join:2006-11-12
Lisle, IL
kudos:9
Reviews:
·AT&T U-Verse

1 edit
reply to cwvallier

VRAD = Video/VDSL Ready Access Device. Functionally, it is your Neighborhood Fiber Node, which makes U-Verse possible

STB = Set Top Box. Functionally, it is a box at each TV that allows the TV to view U-Verse IPTV streams

For any TV to function via U-Verse TV, it requires a STB -- the maximum number being 8. At any 1 given time, up to 4 total independent live streams of TV can be viewed among the STBes.

Also the service requires a Residential Gateway (Modem) that takes the VDSL signal from your neighborhood VRAD, and the breaks out the TV, Internet, and phone signals. The RG also requires a UPS power supply (for customers getting VoIP)

The RG then backfeeds over Phone, Coax, and/or Ethernet lines to feed the TVs. Also, VoIP Dial Tone backfeeds over the existing phone lines to supply all your existing phone jacks.

Make sure the technician has access to existing cable splitters (usually in basements and/or attics) as well as the cable wall plates at each TV, and also cable and/or phone wall plates in the computer room/office room (which typically is a good RG location).


cwvallier

join:2009-06-26
Turlock, CA
reply to mmay149q

Thanks for the reply, Matt. I think I am only a few hundred feet from the VRAD, so that is good. Will I have the option to place the RG anywhere in the house?



mmay149q
Premium
join:2009-03-05
Dallas, TX
kudos:48

said by cwvallier:

Thanks for the reply, Matt. I think I am only a few hundred feet from the VRAD, so that is good. Will I have the option to place the RG anywhere in the house?
Yes and no, really this is a better question for ILpt4U to answer, since he's in the field and I'm in a cube.

If you ask for them to place it somewhere, they will do it if it doesn't require adding cable, and if they have to add cable then I think it's a charge, but I'm not 100% sure on that.

ILpt4U, what's the verdict?

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


ILpt4U
Premium
join:2006-11-12
Lisle, IL
kudos:9
Reviews:
·AT&T U-Verse

1 edit

Official Policy is it is tech discretion on placement of the RG.

That being said, unless the customer request is completely ridiculous, I am usually flexible.

In theory, best location is an office that has Cat 5 (or even Cat 3) ran to it. Next locations are an office that has Coax and phone jacks, and then the TV where the DVR receiver is going, especially if it has a phone jack near it.

If the house has structured wiring to a central point in a basement or closet, than that is the ideal placement.

One thing to note: Once the RG is placed, it pretty much has to stay there. It cannot be picked up & moved to another Coax or Phone jack like a regular Cable or ADSL modem. The jacks are specifically wired to put the RG where the tech installs it.


cwvallier

join:2009-06-26
Turlock, CA

Thanks for the info, guys. I am looking forward to monday. Hope the service lives up to the hype.



mmay149q
Premium
join:2009-03-05
Dallas, TX
kudos:48

said by cwvallier:

Thanks for the info, guys. I am looking forward to monday. Hope the service lives up to the hype.
If it doesn't, then on Monday private message me your billing account number (or your U-Verse installation order number) and your phone number on the account, and a good number to reach you at, and I'll make sure it get's taken care of, I'm known as "The warrior of U-Verse Tech Support" lol, and I don't stop till it's fixed.

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

cwvallier

join:2009-06-26
Turlock, CA

Will do. Thank you.



ILpt4U
Premium
join:2006-11-12
Lisle, IL
kudos:9
Reviews:
·AT&T U-Verse
reply to mmay149q

One more thing to note: If you have any type of monitored alarm service (a la Brinks, ADT, etc etc) make sure you let the install tech know first thing when he calls and/or shows up.

And if you have said alarm system, make sure you confirm with the alarm company that they are compatible w/ U-Verse VoIP (Voice over Internet Protocol), and also conduct a test of your alarm system before the tech arrives.

Of course, if you have no alarm system, then disregard all those instructions =)



ILpt4U
Premium
join:2006-11-12
Lisle, IL
kudos:9
Reviews:
·AT&T U-Verse
reply to cwvallier

said by cwvallier:

I think I am only a few hundred feet from the VRAD, so that is good.
I missed that comment b4.

IMHO, that is great news.

That being said, there are techs out there that will swear that you can be "too close" (usually the under 500' range) to the VRAD and it actually causes service problems.

Every repair I have been on for "too close to VRAD" issues, I have found something else that needed fixed (bad splitter, ends, etc) that was really causing problems. I am NOT a believer in the "too close" camp.

I have seen modems Max Potential rates in the 70+ Mbps range (on VDSL). That is real real close =). And it worked great on that job, too.

cwvallier

join:2009-06-26
Turlock, CA
reply to ILpt4U

How about this. I have cable internet now through Charter. SInce u-verse will be using the coax that is now carrying internet, do I need to make sure I cancel Charter before the install, or does it not matter? Also, I will probably put the RG on my entertainment center. Can the TV be wired directly to the RG, using S-video or HDMI cables? Does the RG HAVE to have a ups power supply to work, or is it just recomended?



mmay149q
Premium
join:2009-03-05
Dallas, TX
kudos:48

said by cwvallier:

How about this. I have cable internet now through Charter. SInce u-verse will be using the coax that is now carrying internet, do I need to make sure I cancel Charter before the install, or does it not matter? Also, I will probably put the RG on my entertainment center. Can the TV be wired directly to the RG, using S-video or HDMI cables? Does the RG HAVE to have a ups power supply to work, or is it just recomended?
Do apologize, when you asked this I was out of the office as it was my day off, how have your services been working? You don't have to cancel Charter, but Charter and U-verse can't work on the same coax cables, so only 1 TV signal will have to come in, unless your are going Cat 5 straight from the RG to the STB (to evaluate your new U-Verse services and still use Charter) So that's something to think about as well, if there's any other questions please feel free to ask!

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

cwvallier

join:2009-06-26
Turlock, CA

I would like to tell you how the service is working, but I dont have it yet. Install is supposed to be between 12-2 today; it is now 1:50 and no installer, phone call, or email yet. Hope he makes it in the next ten minutes as today is my only day off...


cwvallier

join:2009-06-26
Turlock, CA

Just 40 minutes on the phone with ATT because no installer showed up. They are saying I cancelled the order when they called to confirm. That is not true. I have been waiting all day for them to show up. A manager is going to call back to work on a new install date. That is going to be very difficult because today is my only day off from work. I have already been without TV for six days waiting for this install because the hard drive on my Directv Tivo crashed. Not sure I will be willing to wait for ATT again. Still have not cancelled my service with Directv - I may just go to Costco and pick up a new DVR if ATT does not get out here in the next day or two...