Hi IvanR,

Thank you for sharing your recent experience.  I received your PM and replied with the information needed.

Regards,

Alex

I have replied to your PM's and am awaiting contact.

Thank you.

I wonder if you were on rather populated equipment where there is a waiting list. 

For instance, and yes I had a person that did this. 

Guy called up wanting a better price for his dsl service (understandable as his promo just ended). They didn't have any current offerings so he went ahead and cancelled service. He gets comcast service, it's just not working out. Calls to order his DSL back (thinking he will get a promo as he would be a new customer, which technically he is). Now come to find out he can't get DSL back because his remote is full now. 

Essentially with him disconnecting he made someone that wanted service (and had been waiting for it) very happy when AT&T called and offered it to him. 

So it might not be a regulation problem, you might have given someone around you the best news they had been waiting for DSL for a while to hear. 

Well, then, why can't AT&T just tell me this up front when they find out and not string me along for all this time?  I'd rather have the truth told to me and why than install date after install date and then cancellation after cancellation.  The right hand is not talking to the left hand and I understand it happens as I work for a large company also (as a telecom tech I might add so I don't appreciate it when I am lied to by the field tech.)  So, that is still not a good excuse for what is supposed to be a company that is in "COMMUNICATIONS".  Oh, and I still not have received a call from the executive support ninjas.

well, the sales floor won't know till as least 24-72 hours after they submit the order. Typically the service provisioning people will know first, sales can either be the next to know or the last to know. They should be in touch or give you a call/email/auto-dialer call letting you know. 

In any case, if you miss your due date, call in a trouble ticket. The DSL trouble folks will know when they look at the ticket and before they contact you the first time. 

Ok, It still shows a break down in communication. I would think a CSR should have the tools needed to be able to tell what is going on.  I know that some tech jargon may not be the best to understand but again, break down in communication.  Techs (myself included) can tend to speak in jargon that not everyone will understand and it is our job to make sure everybody concerned understands what we are talking about.  My favorite quote by Einstein: "If you can't explain it simply, you don't understand it well enough." - Albert Einstein

Here is the thing.  Isis, executive support ninja extraordinaire got the ball rolling and saw to it that I have my dry loop install completed.  You guys may want to keep tabs on your SWB field techs.  The tech arrived at my house yesterday morning ( I was not home but there was a competent person there.)  After a few minutes the tech came back to the house and said that it would be at least another week, if that, before I could have internet installed.  After this, it is pure speculation on my part. I think Isis was watching and maybe saw what the tech reported because about 30 minutes later, the tech returned to the house and said that my internet would be up and running no later than Pm.  I got home at 5 and it was working, finally.

I want to thank all those involved and I hope that maybe this could be a learning experience for everyone.

okay,i gotta know does At&t now offer the dry loop dsl in 3/20/13 . and ? if they offer it how long does it now take for them to send the do it yourself hook ups after the line is found/ran for the dry loop hook up if they don't simply switch it over the already existing phone line. i have been looking for cheap cheap internet withou phone with say maybe 1.5 mbps  for 20 dollars or less a month even after the initial special offer of 14.95  a month. so after i stumbled on this  blurb about the dry loop dsl . i had to ask did AT&T ever actually install it or apologize for dragging their heels before they said they could not offer it to you.or do they still offer it  and has the installation service become any faster. or does it still take weeks to get it installed. or are you stuck on a waiting list  forever.

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maxwells silverhammer wrote:

okay,i gotta know does At&t now offer the dry loop dsl in 3/20/13 . and ? if they offer it how long does it now take for them to send the do it yourself hook ups after the line is found/ran for the dry loop hook up if they don't simply switch it over the already existing phone line. i have been looking for cheap cheap internet withou phone with say maybe 1.5 mbps  for 20 dollars or less a month even after the initial special offer of 14.95  a month. so after i stumbled on this  blurb about the dry loop dsl . i had to ask did AT&T ever actually install it or apologize for dragging their heels before they said they could not offer it to you.or do they still offer it  and has the installation service become any faster. or does it still take weeks to get it installed. or are you stuck on a waiting list  forever.

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Yes it is still offered: http://www.att.com/dsl/shop/plansDirect.jsp?ref_from=shop&address_id=

Will your experience be any different? Hopefully.

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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

thanks for the quick feedback.