ConnecTech Lied & Gave Erroneous Information to get my Money!
I've been haven’t a malware problem over the past week, and a very knowledgeable volunteer on Apple.com said that it seemed as if the modem/router was infected. I relayed this information to the ConnecTech "tech" and she said that malware can’t do that. I'll leave out the steps we took to diagnose the issue, but they were definitive.
I told the rep that I already pay $300+/month, and wasn’t about to pay another penny, especially when I can go for more than a year with no technical support. I then said that if the same problem in my iPhone and iPad has nothing to do with the router (choosing not to say anything about DNS, IP addresses, etc), then I'd wait 'til Monday and just do a restore, then install iOS 12.
Situation resolved, right? NO WAY! She said that the issue would still remain. And which issue would that be? Well, it seems she didn’t ask. Not that I'd expect it to make any appreciable difference, as she was clearly an incompetent shill who was only interested in signing up new marks. I finally had to hang up on her because she would stop pimping a $180/year "service" plan. Speaking of which, this really reminds me of being pressured to sell extended warranties on computers. I finally got fed up and quit.
I wanted to ask her to produce the part of the contract that says we have to pay for technical support, over and above what they already gouge us for, but I knew that would a fruitless endeavor. Likewise, I sensed the overwhelming futility of pointing out that AT&T is the largest telecom company in the world and could easily afford to provide occasional technical support to customers, and that proposing that I pay either $50/incident or $15/month (12 months minimum) is nothing more than greed. It’s bad enough our choices for broadband services providers have been consolidated into a ludicrously small number. Here it’s either AT&T or Comcast/Xfinity, period. The others simply don’t compete on the same level. We need to find ways to stand up against predatory corporate behavior while we still can!