06-26-2013 07:44:24 PM - last edited on 06-26-2013 08:10:50 PM by ColtonW
I have been an AT&T internet customer for going on 4 years. I am an IT Professional and provide tech support to my cleints daily. regardless of the issue my clients are having I approach the problem with respect and dignity, and I do not use a scripted approach at giving support. If I provided crap tech support I would be out of a job in no time.
Everytime I have to get support from AT&T I get a foreigner that hardly speaks english, they OBVIOUSLY do not know a thing about technology and they have no clue as to how to troubleshoot conectivity issues. I MEAN HOW MANY TIMES CAN I VERIFY MY PPPOE SETTINGS?!?!?!?!?!?!? if my username and password were incorrect I would not have any internet connection at all, and my router does not decide to change these settings over night. Even after you tell them that while waiting on the line for 15 minutes you have power cycled your router, checked all useless settings that they usually have you check they still MAKE YOU CHECK THE[word filter avoidance] SETTINGS!!! And lord forbid you have one of those new fandagled third party Commercial off the shelf modems.... then you have to pay a $15 subscription for tech support!
Even after explaining to them that the connection issue is not a wireless one they ask you to connect your computer to the modem Via an ethernet cable...... [word filter avoidance] MY GRANDMA IS ON WIRELESS NOW, can we please atleast assume that 802.11 is a stable protocol that can be used to connect to your router??
Rather than wasting 45-60 minutes of my life complying with the requests of someone reading off of a script, just send all of your [word filter avoidance] end users a drool proof script of our own so we can unplug our modem at our will. I mean honestly, instead of paying someone to give rediculously lousy service why not cut the useless tech support and give me a $20 credit on my monthly bill. add a customer portal to request a tech and BOOM you save a ton and pass a rediculously small portion of the savings to your subscribers...