They Had a MAJOR MAJOR outage had no dsl for 2 days,! Just got it back this afternoon. Time to catch up!
They really need to improve their service,it's very frustrating :annoyed:
AT&T ISP SUCKY!!
- Thread starter jaredscottfla
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They Had a MAJOR MAJOR outage had no dsl for 2 days,! Just got it back this afternoon. Time to catch up!
They really need to improve their service,it's very frustrating :annoyed:
BobbyMy brother has comcast and is very unhappy with them
I spent an hr and half on the phone with techs fri nite and sat morn,and they finally ck'd it out after incisting my computers were screwy,which of course was not the case :annoyed:
I'm no tech,but i think i know as much as these tarts,they really have some dumb people working in tech support
One thing they did was call me yesterday to tell me it still would be down til this afternoon @ 1400hrs. I gotta give some credit i tried going online at 1500hrs and it was back up!
jaredscottfla said:
My brother has comcast and is very unhappy with them
I spent an hr and half on the phone with techs fri nite and sat morn,and they finally ck'd it out after incisting my computers were screwy,which of course was not the case :annoyed:
I'm no tech,but i think i know as much as these tarts,they really have some dumb people working in tech support
One thing they did was call me yesterday to tell me it still would be down til this afternoon @ 1400hrs. I gotta give some credit i tried going online at 1500hrs and it was back up!
I have been a DSL subscriber since it's inception. All I can say is that I've had better than 99% uptime. In fact, in 10 years, I doubt I've seen as many as 3 days worth of outage during that time.
However, whenever something doesn't work, it's standard operating procedure for them to automatically blame something on our end. In 99% of those cases, the problem was ALWAYS on their end. I wish their first order of business would be to check and see if they have some system maintenance being performed before trying to troubleshoot our computers.
One time, they asked for me to give them remote assistance (they take control of my computer remotely). While he was talking to me on the phone, telling me all the things I have on my computer (which I was insisting I didn't have), it became clear that he was actually remotely accessing someone else's computer, somewhere way out there. Once he figured this out, he thought it was funny. Somehow, I don't think the person who's computer was being privately invaded would have found that funny at all.
jaetee
Member (SA)
Well, I can feel your pain... I work for the mobility side of AT&T, but I've also seen internal customer care call center statistics that show some ridiculously high number of all calls in to the call centers for DSL related problem are related to the end-user's equipment.
While that does not forgive 3-day down time, or the difficulty it sounds like you experienced in having them troubleshoot your problem.... its unfortunate to hear about such negative experiences only.
Its not like anyone posts "my internet provider was up all month without a problem"! or "my cell phone worked great all month" Superduper, thanks for your preface stating it has worked for you 99% of the time.
I work in corporate care, so I frequently deal with escalations where the call centers could not get something done properly or the corporate telecom manager needs to bypass red tape. Usually, where the call centers fail in fixing a problem is directly due to a breakdown in communications. Either the message the customer was trying to get across was misunderstood by the agent, or the customer was unable to properly explain the problem. The more complex technology becomes, the more that can go wrong. Acronyms can be a real bitch. And in many cases, the quality of employess available to employers to work in call centers greatly limits a company's ability to properly service that product. And call scripts can only do so much...
Understanding how to escalate within a call-center's heirarchy to get to elevated customer care (or in your case precise technical troubleshooting) can greatly decrease downtime and frustration all the way around. I wasn't there, and I don't know what was said, how it was said and so forth.... I'm just speaking in terms of generality here...
I hope your DSL stays up for you!
While that does not forgive 3-day down time, or the difficulty it sounds like you experienced in having them troubleshoot your problem.... its unfortunate to hear about such negative experiences only.
Its not like anyone posts "my internet provider was up all month without a problem"! or "my cell phone worked great all month" Superduper, thanks for your preface stating it has worked for you 99% of the time.
I work in corporate care, so I frequently deal with escalations where the call centers could not get something done properly or the corporate telecom manager needs to bypass red tape. Usually, where the call centers fail in fixing a problem is directly due to a breakdown in communications. Either the message the customer was trying to get across was misunderstood by the agent, or the customer was unable to properly explain the problem. The more complex technology becomes, the more that can go wrong. Acronyms can be a real bitch. And in many cases, the quality of employess available to employers to work in call centers greatly limits a company's ability to properly service that product. And call scripts can only do so much...
Understanding how to escalate within a call-center's heirarchy to get to elevated customer care (or in your case precise technical troubleshooting) can greatly decrease downtime and frustration all the way around. I wasn't there, and I don't know what was said, how it was said and so forth.... I'm just speaking in terms of generality here...
I hope your DSL stays up for you!
Thanks JT Me too 
There is alot i like about ATT such as home networking
that's very cool and AT&T (Form Bell South) provides that at no xtra cost,they even provided me with a free wireless adapter which was really nice. It's just in my exp in being a dsl customer in corporate and home phone service,the techs in tech support are not knowledgable at all. Sorry,just my opnion.
MasterBlaster84
Boomus Fidelis
Probably true Jaetee, no doubt because people in general don't really understand the inner workings of their computers. They turn it on and expect it to work, because of countless possible influences including simple Windows Updates it may fail at some point.
Being an IT Professional my relatives sometimes use me for help. In particular a relative had AT&T DSL installed and it worked fine for about a week then failed and AT&T help said it was their NIC and wouldn't help any more. I checked everything out including installing a different NIC just for the hell of it, no change. I connected a laptop that worked fine until it was plugged into their DSL so I called AT&T help. HOLY CRAP the guy on the phone followed a script and wouldn't listen to a thing I was telling him then sent me to level 2 support where we didn't get any better help since they both just kept saying it was our computer. Bull SH!AT I was getting really pissed so they finally agreed to send a tech and you know what, they found some flipping Filter/Trap (or something I can't remember) that AT&T had installed on the phone line where the line comes in to the house that was causing the problem.
That was a rough day, I wanted to beat the hell out of an AT&T employee that day. :catfight:
Being an IT Professional my relatives sometimes use me for help. In particular a relative had AT&T DSL installed and it worked fine for about a week then failed and AT&T help said it was their NIC and wouldn't help any more. I checked everything out including installing a different NIC just for the hell of it, no change. I connected a laptop that worked fine until it was plugged into their DSL so I called AT&T help. HOLY CRAP the guy on the phone followed a script and wouldn't listen to a thing I was telling him then sent me to level 2 support where we didn't get any better help since they both just kept saying it was our computer. Bull SH!AT I was getting really pissed so they finally agreed to send a tech and you know what, they found some flipping Filter/Trap (or something I can't remember) that AT&T had installed on the phone line where the line comes in to the house that was causing the problem.
That was a rough day, I wanted to beat the hell out of an AT&T employee that day. :catfight:
jaetee
Member (SA)
LOL, yea.... our company is so big that even the old "left hand doesn't know what the right hand is doing" analogy doesn't do it justice.
Consider one hand being landline and the other being wireless (or mobility). DSL is an AT&T landline product, and , taking that old analogy a step further, it seems like in that case the thumb didn't know what index finger was doing.
We have our own similar examples of that on the mobility side...
Consider one hand being landline and the other being wireless (or mobility). DSL is an AT&T landline product, and , taking that old analogy a step further, it seems like in that case the thumb didn't know what index finger was doing.
We have our own similar examples of that on the mobility side...
they totally suck,down again! sorry jt.I had it out with tech support and customer care i'm done,looks like i'll be switching to comcast soon. Now i'm forced back to dial up,it's horrible :'-(
jaetee
Member (SA)
jaredscottfla said:
I had it out with tech support and customer care i'm done,looks like i'll be switching to comcast soon. Now i'm forced back to dial up,it's horrible :'-(
Well, that really sucks and I'm sorry to hear this. Do what you gotta do.
As stated in your other thread, you don't owe me any apologies for the DSL customer support people not sorting out your problem. If anything, I'm sorry I can't help you get things sorted!
Personally, I dumped using phone lines for internet at the earliest possible opportunity and never bought into DSL because I had cable available and felt that the stated DSL speeds at the time were overly optimistic for data traveling over regular phone lines.
My favorite buzz words when dealing with customer service reps who clearly aren't making any progress for my issues are "please put me in touch with a CUSTOMER RETENTION manager, I'd like to tell someone with some authority why you are about to lose my business to the competition." Delivered in a calm, serious tone... those words have stopped many reps in their tracks and made a big difference. Others, it has not phased.
One thing is for sure, when I get to that point, I am 100% ready to stop doing business with that company and move on (which is where it sounds like you are now). However, more often than not, I find my problem gets escalated, resolved and sometimes I even get some kind of credit or free month of service or something...
DSL should be bending over backwards to keep you as it's rapidly becoming an antiquated product. There's too much out there (Cable, FIOS, etc...).
Good luck either way!
MasterBlaster84
Boomus Fidelis
jaredscottfla said:
I had it out with tech support and customer care i'm done,looks like i'll be switching to comcast soon. Now i'm forced back to dial up,it's horrible :'-(
Oh man jared dialup is torture, you must really love this place to put yourself through that.
Hope you get it worked out soon.
Thanks pal.jaetee said:jaredscottfla said:
I had it out with tech support and customer care i'm done,looks like i'll be switching to comcast soon. Now i'm forced back to dial up,it's horrible :'-(
Well, that really sucks and I'm sorry to hear this. Do what you gotta do.
As stated in your other thread, you don't owe me any apologies for the DSL customer support people not sorting out your problem. If anything, I'm sorry I can't help you get things sorted!
Personally, I dumped using phone lines for internet at the earliest possible opportunity and never bought into DSL because I had cable available and felt that the stated DSL speeds at the time were overly optimistic for data traveling over regular phone lines.
My favorite buzz words when dealing with customer service reps who clearly aren't making any progress for my issues are "please put me in touch with a CUSTOMER RETENTION manager, I'd like to tell someone with some authority why you are about to lose my business to the competition." Delivered in a calm, serious tone... those words have stopped many reps in their tracks and made a big difference. Others, it has not phased.
One thing is for sure, when I get to that point, I am 100% ready to stop doing business with that company and move on (which is where it sounds like you are now). However, more often than not, I find my problem gets escalated, resolved and sometimes I even get some kind of credit or free month of service or something...
DSL should be bending over backwards to keep you as it's rapidly becoming an antiquated product. There's too much out there (Cable, FIOS, etc...).
Good luck either way!
Their attitude was/is terrible,not only do they NOT appreciate me as a long time pnone/internet customer,they have a like it or lump it attitude,well they are lumping it because i'm switching!
Thanks pal.MasterBlaster84 said:jaredscottfla said:
I had it out with tech support and customer care i'm done,looks like i'll be switching to comcast soon. Now i'm forced back to dial up,it's horrible :'-(
Oh man jared dialup is torture, you must really love this place to put yourself through that.
Hope you get it worked out soon.
MasterBlaster84
Boomus Fidelis
Pluses and minuses to all forms and lot's of variables to go along with them that can make things good or bad. I really feel all you can do is talk to friends and neighbors for tips on how they feel about what they have then pick one and jump in. You can always move on the the next provider, yeah it sucks having to change but those are the options.
Hi allwell i made the plunge and switched and blew out at&t ,they really are horrible. Broadband is awesome. I really like it!
My brother is having major probs with comcast,his gardner accidentaly damaged some wires,and he has been w/o cable,phone and web for 4 days
. That's the scariest part with comcast OUTAGES! 
love the breaker! 
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