ATT: Has no clue about DSL internet
31-Aug-08
We’ve been trying to get ATT DSL at my apartment (a house) for two weeks now. Our house is near the center of our city, and has neighbors using the service.The first time they called, the operator claimed we could only get ATT UVerse service. UVerse claimed we couldn’t get anything but basic phone service. So I called back the next day. This operator looked further and claimed we couldn’t get anything. Operator number four was competent, and filed some sort of an “escalation ticket”, which eventually meant a tech was sent to test the lines coming into our house and confirm if service was available. He said I’d get a call back in 24-48 hours.
Three days later, I called back, and the CSR told be that no, it actually takes up to 7 days to get a response, and they’d only call if it was available. And so far it wasn’t.
The next day, I called again, and the tech couldn’t find the ticket without the five-digit number. You’d think they’d be able to search by address, or my phone number, or my name. Nope.
Calling the day after that, the CSR looks up the ticket for me and says, “Congratulations! You will be getting a call soon … probably next week!” because the tech system and and the sales system don’t talk to each other.
I really hoped that we wouldn’t have to go with Comcast — I don’t want my bandwidth capped, I don’t want to deal with their abusive support, and I certainly don’t want to pay $60 a month for those privileges. ATT has been behind some of the more egregious national-scale violations of privacy in the recent past, though. So it’s a toss-up, which soul-destroying company?
(preferred, but unlikely answers: MERIT, but I don’t think they’ll serve me, or FIOS, which isn’t available here yet, and starts fires)
Tuesday: Called the orders line. They created and then deleted a request for phone service to bump my records in the system. “If we don’t call back tomorrow, then we’ll call back the day after that.” Tried to charge me $100 for a modem.
Browsed the ATT website. The old DSL section is gone, but my bookmarks to it still work. The new DSL section only offers speeds up to 3.0mbps down, and doesn’t let you subscribe if you don’t have an ATT phone number.
Wednesday morning: I biked to the Comcast table out near Michigan Book and Rip Off Centre. The salsewoman “forgot” to mention a $3 fee, but we signed up with no commitment (I do hope) and a guarantee of 9 months service at $33 + 3 /month.
Wednesday: ATT tech came by and “connected” us. Apparently the order to start basic service was not deleted as promised.
Friday: Comcast techs came. 10 minutes later, we were connected.
Oh well, devil corporation #2 was fast and effective, so they get our money. Now I have to get our ATT service canceled.