ConnecTech Nightmare [ Edited ]

[jnev1]

December 20th, 2011,

I was in need of assistance in setting up my Netopia 3347 and my Motorola NVG 510 to work together so I could continue forwarding my DNS addresses.  The reason I have them forwarded is because I have a whole home internet filtering system on my network.  Now, I knew the NVG 510 cannot forward DNS but was needed because of the certificates it validates in order to maintain my internet connection.  I knew the Netopia 3347 could forward but would not work on my internet only Uverse line.  I had recently upgraded from regular DSL.

I first called Uverse tech support and was constantly told to call ConnecTech for this problem because they couldn't help me with this request even though both pieces of equipment were supported by ATT.  OK, so I'm a little frustrated at this point.  I decide that I will give ConnecTech a try after the sales department tells me that they handle this request daily and it would not an problem to get me up and going.  I'm Leary of their "technical" knowledge based on what I have received in the past but I figured I might get a good technician.  So I opt for the one time charge of $50 and get patched through to Sergio {personal content removed for safety}.  He helps me set up my NVG 510 and while attempting to set up the 3347 determines that it does not have routing capability.  He informs me that I need to buy a router and call back to finish the installation.  I ask is that is possible since I only purchased the one time assistance option.  He told me that my issue was unresolved and it would not be closed.  After my issue was resolved it would then be closed and I would have a 5 day warranty.  He gave me ticket number 

That was on 12/20/11.  That night I bought a Linksys E1200 Router.  I installed it on my system using the included disc and I had internet access.  I tried calling the Connectech service back so I could finish my install.  I waited on the phone for well over an hour.  When a technician picked up he could not hear me?  I yelled into the phone trying to establish communication but to no avail.  I hung up and gave up for the night.

12/22/11  I had some time after work so I called back and waited another hour for a tech then hung up in despair.  So I forwarded the DNS numbers myself and ran some diagnostics.  IPV6 failed due to more than one device assigning NAT.  Internet is working but with a few issues apparently.

Christmas passed and I again got off work early and thought I would get this resolved for good.  This brings me to today 12/30/11.  I called ConnecTech. After waiting 45 minutes I was told by the technician named George, who could barely hear me (are they using tin cans for phones?),  and  that my ticket was automatically closed by the system so he could not help me.  I needed to call the billing department.  I called the billing department who told me the ticket was closed and my warranty was up.  I took out the crayon and drew him a picture of my situation.  He placed me on hold and talked to a supervisor.  When he came back he said he would patch me through to a technician and explain to him that my ticket was reopened.  I was placed on hold for another 45 minutes and hung up on.  I did not get a name at that point.  That's my fault.  So I am mad by now.  I call back and get another billing person.  I tell her I want a Regional Managers phone number or email address because I'm done with this process.  She tells me I can't have that information but she will escalate my issue.  My ticket number .  I needed to hold on and give that number to the escalation department.  So I wait yet again.  A guy from the escalation department comes on and I give him the ticket number and he asks if I am having problems connecting to the internet.  I tell him to read the notes of all the tickets.  He says he can't read the first ticket because it's been closed out.  He tells me about the 5 day warranty again.  I again pull out the crayola and draw him a picture.   I tell him to pull the call recordings or call the technician (Sergio).  I did not make this up and all I want is some resolution.  I'm tired of repeating myself to every single person I get transferred to.  He puts me on hold and provides me with yet another ticket number  that I need to give to the technician.  I'm told to hold on and he will transfer me.  After 45 minutes I hang up. 

My next day off is next Wednesday.  Maybe I will try back then and see if this new ticket number is valid.  Needless to say, I will not pay the $15 per month to sign up for a year of this kind of service. LOL.  However, I will share my experience on every board I visit starting with this one.  Then, I will reconsider my relationship with ATT&T when my contract(s) end.  Sure, they won't miss my $300 per month I spend but I will feel like I got some satisfaction.

Jay {personal content removed for safety}

[JustinF]

  Jay, I can’t even begin to imagine your frustration.  I’m sorry your experience has been unsatisfactory, to say the least.  We certainly want to remedy the situation for you, and the fact that we haven’t done so thus far is unacceptable.  If you could please send me a Private Message with your account number and best contact number I’d be happy to take responsibility in seeing this through to resolution and engaging the necessary experts.

Again, my sincerest apologies,

JustinF