This was a confusing road to travel. I didn’t know how any of our equipment worked or even the names of anything. It made it very difficult to communicate over the phone. I know now! I wasn’t present when my wife called AT&T to report a problem with our Gateway service (over the last three weeks our connection was dropping out more and more frequently) but it seems she was convinced to change to a wireless connection and we got the All Fi device quickly. I believed that it was a device that I was supposed to add to our system. Not a replacement for the Gateway. I tried to set it up with the Smart Home app but, without a connection I couldn’t get anywhere (for an hour and a half with the AI checklist cycling over and over again). Finally I got a message saying that we would be receiving a new Gateway device. It arrived the next day. I switched the cables over and… it was worse. Instead of a failing connection, we had nothing. I was bounced through three levels of technicians on the phone who all tried to help me but the system was confused by the bad connection and didn’t seem to be aware of which device I was trying to use. The technician who came to help (the next morning) brought in still another Gateway device but the same story. After the technician left, fixed the wire issue somewhere nearby and returned, he reconnected our old Gateway, and the system recognized it again… everything was working perfectly. It’s interesting that when the technician checked the wires on the outside of our house he described them as “clean”. But there was a wiring issue of some sort. It was clear that each of the AT&T employees I worked with really wanted to eliminate our problem but it was impossible for them to accurately diagnose it. They were frustrated. I’m very grateful for each of the technicians efforts and to have our Gateway functional again. Thank you for your very valuable time, my friend. And good luck.
This was a confusing road to travel. I didn’t know how any of our equipment worked or even the names of anything. It made it very difficult to communicate over the phone. I know now!
I wasn’t present when my wife called AT&T to report a problem with our Gateway service (over the last three weeks our connection was dropping out more and more frequently) but it seems she was convinced to change to a wireless connection and we got the All Fi device quickly. I believed that it was a device that I was supposed to add to our system. Not a replacement for the Gateway. I tried to set it up with the Smart Home app but, without a connection I couldn’t get anywhere (for an hour and a half with the AI checklist cycling over and over again). Finally I got a message saying that we would be receiving a new Gateway device. It arrived the next day. I switched the cables over and… it was worse. Instead of a failing connection, we had nothing.
I was bounced through three levels of technicians on the phone who all tried to help me but the system was confused by the bad connection and didn’t seem to be aware of which device I was trying to use.
The technician who came to help (the next morning) brought in still another Gateway device but the same story. After the technician left, fixed the wire issue somewhere nearby and returned, he reconnected our old Gateway, and the system recognized it again… everything was working perfectly.
It’s interesting that when the technician checked the wires on the outside of our house he described them as “clean”. But there was a wiring issue of some sort.
It was clear that each of the AT&T employees I worked with really wanted to eliminate our problem but it was impossible for them to accurately diagnose it. They were frustrated.
I’m very grateful for each of the technicians efforts and to have our Gateway functional again.
Thank you for your very valuable time, my friend. And good luck.