Any wisdom would be appreciated. Something just doesn't feel right and I am afraid I'm getting set up for lots of frustration, because it seems from reading other posts that uverse install quality is a huge predictor of customer satisfaction.
Uverse install was scheduled for today from 1-3. Install was to be 3 wired hd boxes with u300 package and the fastest available internet tier, which is the up to 18mb/s. At 315 we called to see if there was an update on the tech's arrival. The rep said the tech had left the last job at 1215 and was headed directly to us so should be there shortly. Now, this didn't make sense, so we asked for more clarification(headed straight over 3 hours ago). Apparently we offended the rep, because we were sent to her supervisor, who acted unhappy to have to speak with us. The supervisor tried to call the tech, but there was no answer,moo she said he was probably working in a back yard and couldn't answer the phone. When we asked why he would be in a back yard if he was headed straight over 3 hours ago, it was as if we had personally insulted her. Honestly, we understand that things get delayed and just wanted to know if the appointment was still on for today. The constantly changing stories and the awful attitude were too much for my wife, and she demanded to speak to the cancellation department. We did then speak with a customer rep who went out of his way to save our business, calming us down. While we were on the phone with him the tech called and said he was getting off the interstate and would be there in 10 minutes. He arrived 50 minutes later. Actually, he drove by 50 minutes later, then parked down the street for over 30 minutes. But all of that is neither here nor there.....
Here is my concern....
The tech arrived at the door and asked where our phone jacks were. We pointed to one behind the couch, across the room from the tv. He then explained that he would run a phone line from that jack, staple it to the baseboard molding, and put the gateway over next to the tv, then use wireless boxes for the rest of the house. I had questions and concerns. I asked if existing phone line (with splitters in wall) and a jack/rj11 plug in the middle of the run was a good idea for the gateway run. He said it was the only option. I asked about the existing coax, and he was not interested. I asked about new cat5, and he said that was included as part of installation but only if drilled directly through the wall from outside. I also said that my dogs would tear up a wire stapled to the baseboard. He then agreed to put the rg in the guest bedroom, but again only by using the existing phone line.
Then he went out to the backyard and messed with the green box. Actually, he sat in his truck for 45 minutes talking on the phone (not saying it was not company business, just giving the timeline). Then he went in the backyard and messed with the green box (still on the phone, so doing it one handed). Then he realized he forgot to put cones around his truck so he went back out to the street, put out cones, and sat in the passenger seat for another 20 minutes ( on the phone). Then, back to the back yard. On the phone. Either one of two things were happening....he was not sure what to do so someone was talking him through it, or he was conducting his fantasy football draft. But I digress.
At 4:57 he comes to the door and declared that service had never had been brought from the box to our house, so he was calling the team that does that and he would be back at some indeterminate time to finish. The service team would probably be there tomorrow but maybe not, and they definitely wouldn't call, so we should leave our dogs inside.
I'm sounding frustrated, and I probably am. So if anyone can tell me if an install using the existing phone wiring to the rg will work, please let me know. Thank you.
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