Re: Ongoing problem
06-02-2012 04:47:41 PM
This is my nightmare. It's long, but it' has a few laughs, so enjoy and join my hate for AT&T Tech support.
We have had AT&T's DSL service sine it was Bellsouth service. 4 years ago, we started having problems where the modem would start dropping the internet connection when it rained. I started calling in for help and began a 4-year-long nightmare that continues to this day. It took me over 2 hours to get my verification e-mail to login here to post this due to this problem.
They replaced the first modem, clai9ming that it was having intermittent issues connecting. When it started doing the same thing, i called again and they sent a technician out to my house who removed the filters from the phone jacks, replaced them with "new" ones and proclaimed the problem fixed.
When it happened again, i called in for help and several calls turned into several more technicians coming to the house, inspecting wires, lines and modems, proclaiming everything dandy as pie and leaving. My modem still dropped service during rain storms. Calling tech support was no help. I gave up for a while.
When the problem began to get worse, going from losing connection every half hour or so to a constant on/off issue, I began calling in again trying to find someone to help me with what seems like a very unique problem. Unfortunately, no one wants to help a single user with a problem they can't track down the solution for. I'm sure my account is labelled "NO FIX AVAILABLE. KEEP REPLACING MODEMS" or something equally as frustrating for me because no one seems to believe me when i tell them that the problem is NOT my modem, it's THEIR line. Somewhere between my house and wherever the signals come from, there's a break in the line that's letting it get wet, shorting out my connection and the connections for anyone near me who has the service.
The last two weeks have been infuriating. It rained, so i called in and finally got someone to agree with me that the problem is in the line, she agreed to call me back the next day at a set time. That call wasn't made at that time, i missed it due to other obligations, and was not able to tell her that "rewriting" my account's permissions did not work (this is what she said was done to "fix" the problem as per "upper tech support" people), the line is still broken and needs replaced, sorry.
I called in several days later when the problem occured again (it rained again). I was given a tech who insists my modem is dead. I explained to her, as patiently as i could for someone who didn't seem to have a very good grasp of the english language, that the problem ONLY happens WHEN IT RAINS! is my modem scared of a little rain on the roof and shutting down in protest? I doubted it. I asked for a supervisor and was put "on hold" which turned out to be 20 seconds of elevator music and a transfer to the (then) closed billing department. Thanks lady. I hung up, turned off my computer and went to bed, defeated again.
Two nights ago, I tried again, in vain, to get the problem solved. I explained to the first tech that while i'm sure she's a wonderful tech, i want a supervisor. I'm tired of playing with techs who can't help me. I got transferred back into the queue, then hung up on by a computer. I called back in, waited on hold another 15 minutes and got someone who i, again, told to get me a supervisor. He put me on hold and eventually i was connected with a supervisor who insists my modem is dead. It worked fine for several DRY days, but, once again, in the rain, it does not work correctly. I explained this, again. Dry and sunny, no problems. Moisture in any shape form and fashion, big problems. AT&T tech still insists it's my modem and will happily sell me one for $100 since mine is out of warranty, but that's ALL they'll do. which won't help me because.......
ITS NOT THE MODEM!!!!!!!!!!!!!!!!!!!!! It's the wires outside somewhere!!!!!!!!
At this point, my only recourse is to cancel my dsl, cancel my three cell phones, four satellite boxes, cancel my personal wi-fi hot spot device and go to another company. Hughes Net would probably offer service in my area and enjoy the additional cash each month.
Hmmm, have you tried moving your modem in from the yard, or atleast get it a good umbrella.
Do as Spd suggests, or call the Retention Department, they have direct access to all aspects of your account and/or account history (will be able to see all the problems you've had), and the authority to make any changes necessary. They have direct no hold lines to all departments and will put you on a three way normally to ensure that you have been taken care of and all issues resolved.
The quickest way in is to call the 2020 number, confirm your phone number when it asks, and then just keep saying "none of those" to the rest of the prompts and it will connect you to a real human (and American citizen) within a minute, that's when you tell them to transfer you to the Retention Department
How can you be in two places at once, when your not anywhere at all?
I really want to become a procrastinator, but I keep putting it off.
There are three kinds of people, those that can count, and those that can't.
“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