Contributor
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6 Messages
New router
Hi, first of all I'm very none tech savy. But I think I need a new router because it's getting very hot and I keep loosing my U-verse signal. I have check and it's fairly well ventilated, but well over 5 years old...where do I look to find out what kind of router I have, and I guess the kind of service? I have no idea if have Legacy or whatever.
Any help or advise will be greatly appreciated, before I call customer service.
Thank you
Nancy
Accepted Solution
Official Solution
davemize
ACE - Professor
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473 Messages
3 years ago
Best bet is to contact Support at 800.288.2020. They can run diagnostics on the router and if necessary, send you a compatible replacement for self install.
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nancy2801
Contributor
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6 Messages
3 years ago
Thank You, I've called the 800# and have a temp fix. But because I'm a retired employee I have to go thru a totally different department/tele# for a router replacement. Yes, I will do this but...it's not exactly one stop shopping...
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
We are here to help you get your gateway back up and running, nancy2801.
Thank you to the ace for the help.
As they said you will need to call our support team for more help with getting your gateway replaced.
Let us know what happens or if you have any other questions or concerns.
Thank you for choosing AT&T.
Marc, AT&T Community Specialist
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nancy2801
Contributor
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6 Messages
3 years ago
Marc,
Thank You, I would like some help contacting the correct support team. I did speak with a rep, who after determining I was a retiree, directed me to another number 877-377-9019, I called that number and the rep after I declined any promotion information hung up. Obviously this was not the correct help line number for me...I'd appreciate a number to call since the 800# and help is not available to me as a retiree.
Thank You
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Hi, nancy2801.
We are sorry for the inconvenience this has caused you.
Just as our ace said, the 2020 number would be the best number for you to get help with your gateway.
Let us know what happens or if you have any other questions or concerns.
Thank you for choosing AT&T.
Marc, AT&T Community Specialist
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nancy2801
Contributor
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6 Messages
3 years ago
Ok thank you. I was told I couldn't order a new router through regular customer service I had to call the retiree customer service and the number I was given obviously was incorrect, so I don't know what to say
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nancy2801
Contributor
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6 Messages
3 years ago
Thank You, I'll give it another try....appreciate all the feedback
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gr8sho
ACE - Professor
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1.5K Messages
3 years ago
@nancy2801
Sometimes a factory reset can clear up issues too. If a replacement is sent, it will most certainly not be new, and if you have U-verse TV with a coax installation, it will be older still. The recommendation to have support check service to the gateway is the proper first step.
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nancy2801
Contributor
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6 Messages
3 years ago
gr8sho...thank you...right now I'm not doing anything as the problem has subsided and so has my temper.....
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