They never have given me a code yet. They also cant fix my freeze problem. they have been working for a year now

Uverse Guy said:

When you have an issues that is escalated to tier 2 the agent generally gives you a code, so you can call back in within 24 hours and get support directly from tier 2 if you continue to have the same problem. This prevents having to go back through the normal tech support process (kind of customer experience). They change them dialy I believe, so if random people had the codes and where trying to evade the standard trouble shooting steps this could spike tier 2 call volume beyond what they can handle.

Actually its quite the opposite… Tier 2 gives the number out but prefers you give it some time.  Do not call back within 24 hours unless it is truely screwy service… Also, if you want just simply ask them if they can give you a call back tomorrow whenever they get in to check up and make sure everything is working.  Most of the time they will happily do it and call you right when they show up, although some of off hours due to call centers. But the codes work for a week, so give it TIME, and then use the code only if need be.

If it is something that you havent spoken to Tier 1 about prior, then call in Tier 1.