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Been waiting 3 mths for U-Verse installation...what are our options?My boyfriend and I moved into a new apartment at the beginning of April and opened a U-Verse account but have yet to get our U-Verse order fulfilled. We've spent hours on the phone and in the store with AT&T and no one seems to care about or be able to fix our plight. We're getting desperate. Has anyone else experienced a similar situation?
Our neighbors already use U-Verse. They had to jump through a lot of hoops but not nearly as many as we have. AT&T has been telling us that the engineering department needs to come out and build a physical box outside of our house in order to connect us with U-Verse. The box was supposed to be installed by Monday June 30, then they told us Thursday July 3 and now it's back up in the air. Our neighbor, however, says that they shouldn't even need to be building a whole new box. He says: "nothing was built for me or the two other U-verse customers here. It's my understanding that they need to validate the line up to 2 Heller down the street (that's where the main ATT cable slits), and further test the cable that runs up Caldecott Lane into our buildings."
How do we find out what is really going on here? A local AT&T store was helping us try and push the order through but they haven't had any luck and have mostly stopped responding to our calls and e-mails. It's extremely frustrating knowing that our neighbors have U-Verse but we are being ignored. Our account is still open...are there any other resources we can use to figure out what is really going on?
Thank you for any help or insights you may have. |
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trparky Premium Member join:2000-05-24 Cleveland, OH ·AT&T U-Verse
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trparky
Premium Member
2014-Jul-6 8:41 pm
» AT&T DirectOpen a thread there, that's a private forum for you to open a thread where no one else can read your thread other than you and selected AT&T employees that have been granted access. Give them as much information as you can, things like address, account number, email to contact you at, phone number they can call you at, etc. The more information you can give, the better than they can help you. It may take up to three to four days (sometimes six days, depending upon their current load) to hear from a technician in that forum. Once you make the opening post/thread, don't reply to it until you hear from a technician; include everything you can possibly think of in the first opening post. It has something to do with the unread mark on the thread. |
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ILpt4U Premium Member join:2006-11-12 Saint Louis, MO ARRIS TM822 Asus RT-N66
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to mlv2014
Is this a new construction apartment building?
Wonder if this is another Fiber issue...
Could be a facility record issue...
Either way, its probably been kicked to engineering at this point
trparky is right, use the Direct forum here, and/or shoot an email to uversecare@att.com, with as much info as possible, and a link to this thread |
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Thank you for the guidance! I will head over the Direct forum now for further help. Fingers crossed that we get a response. It's not a new apartment building so I'm not sure why it's so difficult getting this set up. |
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Msradell Premium Member join:2008-12-25 Louisville, KY |
to mlv2014
Please let us know here what the end result is. We can't see things posted on the Direct forum. |
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alchav join:2002-05-17 Saint George, UT |
to mlv2014
said by mlv2014:Thank you for the guidance! I will head over the Direct forum now for further help. Fingers crossed that we get a response. It's not a new apartment building so I'm not sure why it's so difficult getting this set up. It sounds like they ran out of Facilities at the VRAD serving your apartment building. So if they are talking about putting in another box or VRAD, that is going to take time to engineer. Now the owner or the person that takes care of these things for your apartment building should know what is going on, or at least help in finding out. |
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to Msradell
Yes, I hope that mlv2014 posts his response from the techs over on the AT&T Direct forum, as it can always help others that have similar problems so that it might get even faster resolution for the next customer with similar issues. |
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to Msradell
I will be sure to let you all know how it turns out! |
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mlv2014 |
said by mlv2014:I will be sure to let you all know how it turns out! Hi everyone, just wanted to give you an update as promised. After writing to the customer service provided above by another member, I received a call from a social media manager at AT&T. He was able to help us get a technician out to our house. The technician spent 2 full days working on our apartment. He was able to get the U-Verse signal from the main box down the road to the box at the base of our apartment. However, he could not get the signal from the box at the base of our apartment up to our apartment which is on the other side of the building on the second floor. Unfortunately, this means we we still don't have U-Verse. Our technician said the wiring is old and getting interference so the last resort is to try replacing the wiring through AT&T's connect tech department. Our landlord will not replace it (he is "baffled" as to why they don't want to use the current wiring) but would allow AT&T to try running a new wire over the roof. At this point, we are trying to get in touch with AT&T again to schedule the wiring appointment. Our social media manager contact has not gotten back to me yet to help with scheduling. As soon as our lease is up, we are planning to move out of these apartments and relocate to somewhere with good internet connection! |
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Connect tech for running new wire? |
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Yes he said a contractor in the connect tech department would probably need to run the new wire. Does that sound unusual? I don't know much about installations. |
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my thoughts
Anon
2014-Aug-12 10:22 pm
In an MDU the responsibility is on the owner of the building. A tech can deny the install if unacceptable indoor wiring.
Someone will need to pay to have wiring improved.... as Uverse cannot bill the complex (no account holder) they would have to bill you.
I suspect the rep used the term connect tech meaning not a part of normal... this is a billable situation to be resolved. As Connect Tech is billable to resolve not standard software issue not wiring.. will need to talk to owner about having inside wiring update to cat5.
If owner refuses to update wiring and current wiring is non cat5 (likely quad or worse) then I would deny service due to MDU wiring. |
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