New Member
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2 Messages
Switching from U-Verse to AT&T TV
Hi everyone,
Hoping to get some help on the process of upgrading from U-Verse to AT&T TV/Internet.
Currently, we have AT&T U-Verse and Internet. We've been having some issues the past month or so, where the modem randomly dies, and blinks a flashing red light. This cuts out our cable, and internet for a few hours until it decides to come back on. We called a repair technician, and he said they can't really do anything with the device as it's too old. We'd need to upgrade our equipment, and that the best course would be to move to AT&T TV/Internet. Our modem is pushing 15 years at this point (still uses coaxial!), so this is all totally understandable and reasonable IMO. In fact, I've been wanting to upgrade our equipment for awhile, so I'm happy to do this.
The issue I'm running into... I'm having trouble figuring out how to move my service from U-Verse to AT&T TV. I've tried to approach this from a few angles...
- Shop AT&T TV bundles, add to cart, go through purchase process
- What I'm worried about... It looks like this would simply add a subscription to AT&T TV to my existing package. I don't want this, as I'd be paying the monthly costs of both U-Verse and AT&T TV, and there's no guarantee of a technician coming out to upgrade the modem.
- Go to account page, click "Manage my Internet" and upgrade from Internet 18 to Internet 50
- If I do this, the webpage "reassures me" that I won't have to replace any equipment in the process. I absolutely want to replace the equipment, as it's too old.
- AT&T TV is really just an app on a streaming box, so one option might be to cancel my AT&T U-Verse, and just find a way to get the modem upgraded. I can add on AT&T TV once the internet is fixed.
- What I'm worried about here is... As I understand it U-Verse bundles TV and internet, so if I cancel U-Verse, I may lose internet for some days.
So essentially long story short of what I'm trying to accomplish...
- I want to replace/upgrade my existing modem.
- I want to move from U-Verse to AT&T TV/Internet.
- I want minimal downtime in my internet during the switch.
- I don't want to pay for both AT&T TV and U-Verse monthly subscriptions.
I'm getting more and more worried I may have to sit on the phone talking to support over this.... which I really don't want to do. It would be absolutely fantastic if there was some magic "switch services" button.
Accepted Solution
Official Solution
JefferMC
ACE - Expert
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36.8K Messages
3 years ago
You can upgrade/replace your existing Gateway without switching TV. You do not want to be in the same state with your Internet and trying to watch AT&T TV over it. So, in your shoes, I'd first find out whether your AT&T Internet connection can be made usable or not. Then decide how you want your TV... you may decide on some other Internet and AT&T TV, or you just may need to go elsewhere for everything.
So... what model Gateway do you have? (3800, 3801, NVG589, NVG599, 5268AC)?
Can you get to the broadband statistics page on it ( http://192.168.1.254/ , click on Broadband and look for tables with Sync rates, Attenuation, Noise Margin and Error counts)? If so, make screenshots and post them in replies.
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holosaur
New Member
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2 Messages
3 years ago
Thank you for your time! But since it doesn't sound like something simple, I just broke down and called support. The modem is functional, it only fails periodically... so it should last until the technician comes out and replaces it. Being as old as the device is, hardware failure is pretty expected.
For what it's worth, future readers that find themselves in this situation... You'll have to call support. I could find no way to accomplish this through their website.
Again, thank you for your time!
(edited)
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baseballisback
ACE - Professor
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8.1K Messages
3 years ago
Yeah, from time to time, my equipment has failed. I call technical support and they UPS a replacement out for no charge. I do have to send the old stuff back via the same box at any UPS/FedEx store...but it's a small issue.
It's easy enough to replace one yourself. The internet should only be down long enough to replace the equipment and get the new one up... maybe 15 minutes or so.
You would have to reprogram it for the old password/network names or reprogram all your devices.
I have the same network/password for years now.
Keep in mind that AT&T TV is a fully streaming service, so if you have problems with internet, switching alone won't solve the issue.
(edited)
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gr8sho
ACE - Professor
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1.5K Messages
3 years ago
Okay, full stop. You should get the employee number of that tech and report him because that’s just a bunch of hooey. I wouldn’t do anything until your internet connection is stable. And unless att steps up to prove to you that it is, no further steps should be taken, unless there’s a competitor you’re considering.
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ATTHelpForums
Community Support
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3K Messages
3 years ago
@holosaur,
If your modem is connected to a surge protector or power strip, plug it directly into a wall switch. They have been known to cause issues like what you are seeing.
If that is not the case, it could be a line issue or something as simple as the modem as everyone has mentioned above.
ChrisZ, AT&T Community Specialist
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Tlundry73
2 Messages
2 years ago
Where do I send uverse equipment?
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