AT&T Cable Services Informative - Before you order AT&T Uverse you should know/ask....
BRANFORD, CONNECTICUT -- The quality of service or lack of depends on your distance from a "Cross Box" located somewhere in your neighborhood to your house. AT&T claims that you can get service if 3,000 or more feet away from the "Cross Box". I am exactly 2,975 feet away from their box which is on the next street.
The installation date was October 17, 2008. The tech with four months of experience used the very old Comcast outdoor Co Axe cable and drilled through a bedroom wall to attach the cable to their "Router" from which cables run back outside and to the other rooms which require TV connections. The wires are then attached to a receiver which feeds the TV.
We experienced complete drop of all services several times daily and I had to reset the router. A second visit by a tech resulted with all new Cat5 wire installed to the three rooms with TVs. We experienced the same daily loss of phone, internet and TV service.
By now I knew enough that when I call Level 1 technical support 1-800-ATT-2020 I would ask for Level 2 support where they would review my case number and read the last entries explaining the repair steps taken. After several weeks and more visits I could dial Level 2 support, enter a four digit code for that day and get directly to upper level support.
I also learned to request a senior tech with more experience and they agreed that was needed.
A senior tech and the brother of a neighbor who lives 500 feet closer to the "Cross Box" was advised by his brother the tech not to get UVerse because of the distance issues.
This senior tech discovered that the wiring from the outside connection to the inside Router had not been replaced and was original old Comcast cable. This was overlooked by at least three previous techs. He used his AT&T laptop computer and reviewed 218,000 errors recorded in an hours time!! He replaced the cable. He also had a pole tech reduce the power or surge at our pole which in effect gives us an addition 400 feet of service from the cross box.
The HD TV reception is now very sharp and clear. The second analog TV is also receiving a much better picture. We did away with the third analog TV.
Now in rainy or snowy weather we experience occasional "Ghosting" with black lines outlining people or figures on the screen, temporary several second freezing of the picture and audio freezing. When getting GOOD reception fast moving video such as viewing basketball or such often shows uneven movement in the action which has to do with their method of streaming. I just don't like it as it is unnatural.
There is no further cure except for AT&T to upgrade the Cross Box at great expense which they will not do. They rather invest in upgraded more powerful boxes in highly populated areas such as cities rather than rural areas with fewer customers.
If you have enough complaints they will reduce your bill. When we signed up we had the choice for their "Everything" service with either $280 something worth of prepaid debit cards which could be used at restaurants of for purchases etc and a monthly bill of something like $184 OR $170 monthly and a $50 debit card. We elected for the $170 & $50 card for one year of service. After many complaints and six tech visits we are paying $140 a month for one HD receiver/DVD, one analog receiver, the full premium TV package, faster Internet speeds and unlimited long distance phone calling.
The TV reception is very high quality when there are no errors as described above and the errors are only in poor weather it seems.
My message is that you FIRST have them determine your exact distance from the Cross Box. If it approaches 3,000 feet forget Uverve as you may experience many problems if they have not upgraded the cross box. The do not use Optical Cable on your street or to your house but only to the Cross Box. Inside and outside your house IS hardwired and they do not use a WIRELESS Router as suggested by their salesman.
We will continue to use the UVerse service as long as it gives quality reception. If it reverts back to it's former "Unacceptable" service we will have no options but to switch back to Comcast which in my opinion utilizes inferior often refurbished receivers/DVRs. Comcast also has a standard policy of increasing your monthly bill substantially once a year if you do not read the fine print on your bill and call them once a year to extend your contract with them. After 32 years with Comcast they did this to me, a daughter living withing the state and many people I have questioned.
Just my findings,
I hope this may save you aggravation and dismay and help you in your decision making.
More Reviews on AT&T Cable Services: