AT&T tech support is a joke

I came into work on Monday and the internet was out. My coworker and I deduced it was the modem that was broken as we could pick up wifi from the other parts of the building and our fax was working. So we had to call AT&T.

We (my coworker and I took turns talking to them) called AT&T at 9:30 am on Monday and were told initially that AT&T doesn't do DSL in our state (by 4 different reps) despite us having a bill in front of us, the same bill that has been paid to AT&T for over 5 years now. Finally the 5th rep, said yes AT&T does do DSL but it's though a middle man.

We spent HOURS on the phone for TWO DAYS with at least 10 different reps who kept "running tests" despite the fact that we kept telling them that, we've already run these test dozens of times, that the modem was broken and we just want a technician to come out. We must have asked over 20 times over two days for them just to send a tech out and each time we were told they couldn't just send one out because they had to run more tests, the same tests they've been running for 2 days.

Beyond frustrated, at this point, I was in the middle of talking when the rep tried to cut me off to say something and I said "Don't cut me off, I was in the middle of talking and it's rude. So just be quiet and listen for a minute. I will hold while you run your test and before we hang up you will tell me when my tech is coming out". We were on hold for about 25 more minutes, and he said "good luck, we can send you a tech tomorrow!" (what heck does he mean good luck??) So the tech came out today and changed the modem and now all is working again. Surprise, surprise rolleyes

Although, I'm not sure how knowledgeable this tech guy was because before we had an encrypted connection (it's a dr's office) and when he replaced the modem he didn't bother to re-encrypt router because he said "people will be able to get on to your wifi but nobody will try to hack you so you're safe". I didn't say anything because being smart here is dangerous (that's another story for another time) and I'm not that great with networking but I know an unencrypted router = not good.


(side story: my boss who thinks he's a tech guru because he an Apple man, told us we didn't need a wifi router to pick up a wifi signal because the signal comes through everything already. The walls, the ceiling, our bodies (yes he actually said that!) :-D )

 

It will all be better when Comcast merges with Time Warner and then AT&T buys Comcast. Of course the FCC and AT&T will tell us how much better it will be regardless of how bad it has been.

 

No matter how loose monopoly regs are now, Comcast will hit critical mass with the purchase of TWC. Besides, AT&T is in the process of buying DIRECTV as we speak (honestly).

 

It's a computer specifically made for idio- Ahem. For regular people.

 

I've never had any luck with AT&T Tech support.

I had DSL service with them for years and was completely happy with it. Only had one outage and that was because of a severe storm where a tree down the street fell and took out a bunch of lines.

Cut to when I wanted to cancel my phone service as I had cell service with them, but wanted to keep the DSL. I was told that wasn't a problem, and at noon the next day my phone service only would be cut off. Of course, at noon the next day they shut off the phone service, but also the DSL service. rolleyes

Sooooo . . . I called them. Spoke to a nice lady who of course had to read off cue cards in response to my questions. I tried to explain to her that the only change that had been made was my home phone service had been discontinued. No other change had been made with my modem or any computers on my LAN. I kept getting the cue cards . . . I finally lied and told her I had tried all the things the cue cards said to try. Then she kept wanting to send a service tech out the next day. I told her there was nothing to be serviced, and that I just needed my DSL service TURNED BACK ON.

I finally got to speak to a supervisor, who was able to check the records and advised me, "Huh, they turned your DSL service off! You didn't want that turned off" :banghead No, miss. No, I did not.

Now I have Uverse with them. Haven't had to call them yet. Hope I don't have to. :-D

 

You forgot to say the magic word "Shibboleet".

http://xkcd.com/806/

 

What kind of speed are getting with Uvsers?

James

 

I have U-Verse, my real download speed is 1.3 - 1.5 MB/sec.
I am paying for MUCH more (should be well over 2.5 MB/sec), but even though I don't want their TV service they "reserve bandwidth to guarantee a good picture in HD". This is not negotiable.
We changed to Direct TV because U Verse was so bad at delivering HD. Unfortunately they bundle TV with their highest tier internet so I have to pay for the TV bandwidth even though I never use it and they withhold that bandwidth to "guarantee a good picture in HD" so I cannot ever the internet speeds they advertise.