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Posted Oct 19, 2011
11:35:10 AM
F908: "Error Processing Request":
Edited by Eileen89 on Oct 19, 2011 at 11:39:08 AM

The following is a screenshot of the error message that I've been getting for 2 weeks now while attempting to access the "Manage features" section of my OLAM. I've called CS twice with this error and each time I am bounced around from dept. to dept. with no results. One customer service rep had the nerve to say "I'm sorry but I just checked our system and you are the only one having this issue right now, so I am unable to help you with this".  I've waited long enough for this error to fix itself and have also been as understanding as I can with AT&T's customer service dept., however, after 2 whole weeks I'm starting to become annoyed with this.....

 

Anyone here know what the direct number to the OLAM department is?

 

 

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Nov 1, 2011 6:31:49 AM
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Master

Problem fixed!! :smileyvery-happy:  I called the wireless assist dept. back today and explained the issue to a different rep and how I wasn't happy with the text that I received yesterday about them needing 7 more days. After putting me on hold a few times the rep. came back and told me to clear the cache and cookies on my computer and attempt to log into the manage features section again. After doing so, I was finally able to view and make changes to my features section online. While I am not sure what exactly was done this time that wasn't the other times that I called in, I am happy with the fact that this has finally been resolved and I can now manage my features online myself..... Thanks to all those who replied in this thread and offered your suggestions. :smileyhappy:

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F908: "Error Processing Request":

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Oct 19, 2011 4:42:42 PM
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Master

Finally got a direct number for "AT&T's Web Assistance Center", from one of our IT reps at work. I spoke with the web assist rep for 20 minutes. He was unable to solve my problem and said he would turn it over to the Web Assist's Escalations Dept., and they would call me back with an update..... Can't believe a regular AT&T rep couldn't have transferred me to this dept in the first place during the other 2 calls that I made. :smileysad:

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Oct 19, 2011 8:20:00 PM
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Guru
Call care and try to ask the rep to file a ticket if he/she will not be able to solve your concern.

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Oct 19, 2011 8:57:08 PM
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Professor

Good luck with AT&T:smileywink:

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Oct 20, 2011 4:41:52 PM
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Master

Well AT&T never called me back today like they promised to, so now I'm going to have to call them back again tomorrow. It seems as if they don't care about this at all. :smileysad:  I'm not going to let this go and will keep calling AT&T  until my feature management in my OLAM as been restored. 

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Oct 20, 2011 5:10:37 PM
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Professor

Just to prove that the problem is not at your end, did you try using a friend's computer or a public library computer?

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Oct 20, 2011 5:29:15 PM
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Master

ilikewireless wrote:

Just to prove that the problem is not at your end, did you try using a friend's computer or a public library computer?


I already ruled this out, but thanks. The rep who I spoke with yesterday was also able to see this error in my OLAM by logging into it. He said he took a screenshot, but I'm starting to doubt this since no callback was made today.

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Oct 20, 2011 7:58:20 PM
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Professor

Irish Rose wrote:

ilikewireless wrote:

Just to prove that the problem is not at your end, did you try using a friend's computer or a public library computer?


I already ruled this out, but thanks. The rep who I spoke with yesterday was also able to see this error in my OLAM by logging into it. He said he took a screenshot, but I'm starting to doubt this since no callback was made today.


AT&T, where is your web designers when we need them?

 

Now that's big enough so that AT&T will not miss this help request.

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Oct 21, 2011 5:48:07 PM
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Master

ilikewireless wrote:

 

Now that's big enough so that AT&T will not miss this help request.


LOL, too funny. :smileyvery-happy: Well, as I expected there was no call back today either, so I gave them another call. The web assistance rep that I spoke to immediately tried to transfer me to another department, so I told him he was wrong and I was already speaking to the correct dept., as my issue was related to OLAM. I explained how I already spoke at length to the other rep. on the 19'th about this and he "supposedly" contacted the escalations dept. to look into this further for me. I told this new rep that while I didn't blame him, I was getting the impression that everyone that I talked to was just telling me stories to get me off the phone and that I had liitle faith in them as it is since no one took the time to call me as was said to update me on their progress.... This new rep said that he promised someone would call me back and he would call me tonight as well to make sure that they did.... I said fine, but I had my doubts that they actually would. Anyway, 10 minutes later someone from the Escalations dept. did call me to let me know that they were going to get this issue resolved for me. I told him that it was now over 2 weeks since I haven't  had access to my account features and that they had till next Friday, the 28th to find a fix for this. Between this issue and the lack of caring from AT&T about my preorder of the iPhone 4S, I am starting to think that maybe my wireless needs would be better served elsewhere..... But as I said to that last rep. I'll give them one week to resolve this issue first.......  

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Oct 24, 2011 10:08:45 PM
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Professor

No good news yet?

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Oct 25, 2011 12:26:43 AM
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Tutor

did they provided you any ticket number?maybe they are still working on the problem:smileywink:

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Oct 25, 2011 3:50:31 PM
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Master

ilikewireless wrote:

No good news yet?



Still not fixed. Tomorrow will be 3 weeks since I first encountered this error. :smileysad:

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Oct 25, 2011 4:00:25 PM
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Master
Edited by Eileen89 on Oct 25, 2011 at 4:02:29 PM

Bghie wrote:

did they provided you any ticket number?maybe they are still working on the problem:smileywink:


I was finally given a ticket number yesterday. I was told that my problem had to be escillted to the Wireless Mobility Tech Dept., because the Web assist dept. could not figure out what was causing this error and therefore couldn't fix the problem. The rep. Who I spoke with said it could take up to 72 hours for them to get back to me. This should have been done during the first two calls that I made about this problem.... If I don't hear from them by Thursday and I still can't access my features in OLAM I will be calling them again. I won't stop calling until they fix this and I can manage my own features since that is the whole purpose of OLAM in the first place. :smileywink:

Re: F908: "Error Processing Request":

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Oct 28, 2011 6:43:05 AM
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Master
Edited by Eileen89 on Oct 28, 2011 at 7:36:11 AM

More than 72 hours later and this error message persists.  I find it hard to believe that NO ONE in any of AT&T's departments can find a fix for this problem! While I did receive an update yesterday from the person who obtained the trouble ticket, it's still frustrating not to see any of my features or have the ability to manage them on my own........ 

 

 

F908: We're sorry, but we are experiencing a temporary system error that prevents us from retrieving your available features information. Please call customer service at 1-800-331-0500.

Re: F908: "Error Processing Request":

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Oct 28, 2011 8:32:00 AM
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Professor
Are there other customers getting the same error message but unreported? For those having problems with olam, we may want to ask them to post the error message.

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Oct 28, 2011 12:33:34 PM
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Master

ilikewireless wrote:
Are there other customers getting the same error message but unreported? For those having problems with olam, we may want to ask them to post the error message.

This is a good question and one that I had asked to the first rep that I reported this issue to, I was told at that time that there were no other issues reported about this. I find it hard to believe that no one has had or is currently having a problem with this now as well..... I just won't buy anymore features from AT&T until they fix this for me. I refuse to call in and have a rep. change my features over the phone.

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Oct 30, 2011 9:06:55 PM
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Professor
I wonder why AT&T is so unhelpful in this matter. I am thinking that this may be a consequence of out-sourcing.

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Oct 31, 2011 1:45:26 PM
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Edited by Eileen89 on Oct 31, 2011 at 1:50:42 PM

ilikewireless wrote:
I wonder why AT&T is so unhelpful in this matter. I am thinking that this may be a consequence of out-sourcing.

AT&T is beyond NON HELPFUL at this point. I received a text message not even a call today from AT&T saying that this was going to take 7 more "business days" to fix this. I will NOT wait 7 more days. If I didn't have to take the kids out for Halloween tonight, I'd call them today. I will call them tomorrow and let them know that this is totally unacceptable and they are not going to get away with buying time from me anymore. It should not take a whole month for AT&T to fix this this problem. I'm starting to think they do not know what the heck they are doing and maybe my dollars would be better spent on a wireless carrier who does. Even Verizon was able to fix an online account issue for me within a 48 hour period. Not one whole month. Anyway, because I don't have a texting plan, AT&T is charging me for this text message, which I have absolutely no intention of paying for.

 

This is how AT&T avoids dealing with their customers? Nice......

 

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Oct 31, 2011 2:22:57 PM
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Former Community Manager

Yeesh :smileysad: I'm sorry this has gotten so out of hand. 

 

Let's get you in touch with someone to talk to about this. Will you please send me a private message with your name, account number, contact phone number and the best time to contact you. A summary of what's been going on would be great as well. 

 

 

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

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Oct 31, 2011 9:35:00 PM
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Professor
:LOL: The big font got their attention. Ha ha ha just kidding.

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Nov 1, 2011 5:07:36 AM
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Master
Edited by Eileen89 on Nov 1, 2011 at 5:08:59 AM

jamileh wrote:

Yeesh :smileysad: I'm sorry this has gotten so out of hand. 

 

Let's get you in touch with someone to talk to about this. Will you please send me a private message with your name, account number, contact phone number and the best time to contact you. A summary of what's been going on would be great as well. 

 

 


Jam, thank you for the offer to help put me in touch with someone, I do appreciate that. However, I think the "Wireless mobility tech support." who are supposedly handling the trouble ticket that was created on 10/24 is the correct dept. That should be working on this. Problem is, they keep asking for more and more time which doesn't give me a whole lot of reason to have any faith in them at this point.... I am going to call them back today at the number that I was given and ask why it is taking them soooo long to find a fix for what should be a simple thing to resolve. 

Re: F908: "Error Processing Request":

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Nov 1, 2011 6:31:49 AM
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Master

Problem fixed!! :smileyvery-happy:  I called the wireless assist dept. back today and explained the issue to a different rep and how I wasn't happy with the text that I received yesterday about them needing 7 more days. After putting me on hold a few times the rep. came back and told me to clear the cache and cookies on my computer and attempt to log into the manage features section again. After doing so, I was finally able to view and make changes to my features section online. While I am not sure what exactly was done this time that wasn't the other times that I called in, I am happy with the fact that this has finally been resolved and I can now manage my features online myself..... Thanks to all those who replied in this thread and offered your suggestions. :smileyhappy:

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Nov 1, 2011 11:04:55 AM
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Former Community Manager

Glad to hear it's all worked out. :smileyhappy:

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As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: F908: "Error Processing Request":

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Nov 1, 2011 11:58:00 AM
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Professor

Glad to hear that it's fixed.:smileyvery-happy:

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Apr 21, 2012 3:22:07 AM
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Teacher

Actually the outsourcing CSR employees get higher survey scores than the actual AT&T reps.

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Apr 21, 2012 3:25:11 AM
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Teacher

Updating!

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