06-28-2012 05:44:25 PM
I am at a total loss. I have been a ATT DSL customer for about six years. Since I have been with ATT I have experienced numerous outages and service interruptions. Each time I call in to support I patiently go through the standard power recycling procedures. Each time the problem is found within ATT's network. Still I go through support and the problem eventually is resolved.
Recently I called ATT to have my DSL line converted to a Dry line (turn off the phone). The customer service rep was great and scheduled the service. On the day that my phone service was removed, My DSL speed dropped to around 52 k (< 1M) and had intermittent connectivity.
I called support and sat through the basic trouble shooting steps again. Tests were run and problems were found on ATT's network. I was told that I would receive a call the next morning.
I waited patiently throughout the next day. No call. Around 3:30 I called support again and the rep. tested the line again. She found problems on ATT's network and found that my plan was downgraded. She attempted to escalate the issue and have and technician sent to my house today. I received a call later saying that no tech was going to come to my house today and that they would come tomorrow.
I don't understand why ATT is treating me this way? The reps. that I talk to on the phone are always nice. It just seems that their hands are tied when it comes to helping me. I really wish there was someone with some authority in the business that could see the problems I am having.