David & Matt are AT&T technicians who frequently visit this site in order to help people. They are very credible and have helped many people here. If you are having a problem with your U-verse system and AT&T is giving you a hard time resolving the problem, then you can contact David & Matt. For problems with pre-qualification or install & repair appointment issues you can contact Alex. They are all able to get things moving for you.
David & Matt updates: read and heed please.
-06/01/10- Prequal info updated. Please read carefully. Some things changed as of recent.
Their userid’s here are: matt=mattT2agent, David=David they each have access to my mailbox, so feel free to e-mail them.
The ways to contact David & Matt are below:
Prequal failures(New development: 06/01/10):
This is if you believe Uverse is in your area and think the database or the site uverse.att.com is wrong. You can actually put in a “Address Validation Case” directly with at&t. Follow the directions below.
To put in a case:
Since these cases take about 1-2 weeks to work it’s best if you wait and contact us back with the case number. Again the case number will be an FXXXXXXXXX type of number.
We used to be able to do these but due to recent sales and legal issues we cannot no longer directly put these in for customers. However, there is no rule that says customers can’t request these on their own.
Long story short, we can check the ticket, we just can’t start it! Starting it we need your help for. If the sales agent doesn’t understand or doesn’t want to do it, hang up and find another one. Unfortunately, only sales agents can put in these requests.
If you need to check a ticket you can either call back at the -2020 number or send an e-mail to helprequest@sbcglobal.net with the FXXXXXXXX (F and 8 digits after) ticket number, and we can check it and let you know. In the subject line please put ticket check
If it is something outside the above scenario please use prequal-other
TROUBLES w/UVerse or install problems
Please note- Please be sure you call the 1-800-ATT-2020 number first and engage them. I have to give them the opportunity or opportunities to fail before we can jump in!! PLEASE DO THIS! you help in making your case stronger as well as mine when we refer it. Anyone who has not done this might be set to be contacted by a regular Tier 1 agent just so I can give them the opportunity to fail. We have to give them that opportunity to fail no ifs, ands or buts!
Via email send the following to this address: helprequest@sbcglobal.net or uversecare@att.com
In the subject line put the following: [Trouble]
When you send the email, be sure to include as much of the following information:
_Final notes_
Since I work a full day on ADSL as well a Uverse issues. If I happen to pick up your issue and send it onto the uverse guys or gals, and you haven’t heard anything back please send me a reply e-mail letting me know. A lot of times when I refer it to my contacts on this side I may not hear back all the time if it got fixed or not.
If it didn’t please let me know, it’s just about the only way I know to keep track of everything. I send out a lot of e-mail and I am sure I don’t get every message back after sending it on. Most times I do but sometimes I may not! That’s where you can be of assistance!
Thanks David & Matt