ATT CEO John T. Stankey, screwing entire ATT or trying to repair the previous damage?
I thought Spectrum was bad. ATT used to be a great company with great customer support. I have ATT customer support calling twice for an incomplete app when I already talked to someone yesterday. Today some lady from India left a call back number that I couldn't understand what she said. I understood everything except for the call back number. Usually I can understand the outsourced foreigners. I don't mind the outsourced support as long as I can understand.
Fiber tech support are very very limited in knowledge. Fiber tech support makes up for lack of knowledge by coping and pasting generic possible fiber speed issues even if it doesn't apply. I had to keep repeating myself in the ATT chat, saying I'm testing the speed by connecting only a PC directly to the ONT, 5Gb blue port #1. I asked the first fiber tech that couldn't help and we were just going around in circles, to escalate to a higher tech and was transferred to Carlos that seemed to have the same knowledge and cheat sheet. I asked to escalate for an even higher level tech or supervisor, Carlos says he was a supervisor and there's no other higher level. Only if I pay for one. And this is only the second day I've had this new fiber 1Gbps service and equipment.
The management for fiber installers aren't listening to the installers who also repair. Installers are working on the front lines and knows what works and what will have problems. Which causes more repair work in the field and or longer installations times.
I hope ATT gets their act together because before ATT fiber, Spectrum/Charter had a monopoly on the cost in my area in Los Angeles and every year when the promotion expired and had to fight for another promotion or find other creative ways.