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How bad is AT&T Fixed Wireless for Business Technical Support
I have an unresolved issue with my Fixed Wireless for Business service. Yesterday I was able to reach someone via the chat service about the issue and that person actually scheduled a Technician to visit my location.
Today, after being transferred to a third person at the chat service, I'm told AT&T doesn't provide support for Fixed Wireless via the chat service.
Here's the transcript of the chat:
AT&T: Hi there! I'm an AT&T TV NOW virtual assistant. How can I help you?
Me: Fixed Wireless for Business
AT&T TV NOW:
Are you looking for...:
I have a question about my bill credit
Me: Representative
AT&T TV NOW:
You will now be connected to a live chat specialist who will assist you.
We are now transferring you to a live agent.
Agent Kevin enters chat
Kevin: Hey! My name is Kevin. Please give me a moment to review your request.
Kevin: Can I get your name please?
Me: Account: 294893941
Me: Bill
Me: Ticket L25442962
Kevin: Nice to meet you, Bill.
Kevin: Are you referring to Wireless services?
Me: Technician work order W0043005771
Me: Yes, Fixed Wireless for Business
Kevin: Thank you for confirming.
Kevin: Actually, you have contacted to AT&T TV NOW services which is different from Wireless and we don't have the option to access Wireless Accounts. I have limited access to help you with this, however, I have another agent waiting on the other side who has got all access and would be able to help you right away. You do not have to repeat yourself too. Is that okay?
Me: Is it OK to not have to repeat myself? Yes, that's OK.
Kevin: Yes, you will not have to repeat everything again and the next rep will be able to check our conversation. Thank you for confirming.
Kevin: Please stay online while I connect you to Wireless Department.
Kevin has left the chat
You are being transferred, please hold...
Agent Lydia enters chat
Lydia: Hey! My name is Lydia. Please give me a moment to review your request.
Lydia: Just to confirm, are you referring to Business support for the Wireless?
Me: Yes I am.
Lydia: Thanks for letting me know.
Lydia: Please help me with the wireless number that you are facing issue with.
Me: My account is already in this conversation.
Lydia: Thank you. I am checking this for you.
Lydia: I see that you have no active services with AT&T wireless, no worries, I will go ahead and connect you to dedicated team, who will help you with this. Please stay connected.
Lydia has left the chat
You are being transferred, please hold...
Agent Pansy enters chat
Pansy: Hi .! My name is Pansy. I'm happy to help.
Me: I want Technical Support for AT&T Fixed Wireless Internet for Business.
Pansy: Sure, I can help you with that
Pansy: Please help me with the phone number to reach you
Pansy: We will call you and get you connected with the fixed wireless team right away
Me: Why can't I get Technical Support through this chat service?
Pansy: The fixed wireless team are not available through the chat
Pansy: They are available only through the call
Pansy: I can have my supervisor call you immediately
Me: What is your Supervisor's name?
Pansy: My supervisor name is skyler
Me: And where is Skyler located?
Pansy: We are chatting from one of the global centers of ATT
Me: Where?
Me: In which country is Skyler located right now?
Pansy: Please give me a minute
Pansy: Due to security reasons we are not suppose to provide the information
Me: OK. Please put Skyler on this chat with me now.
Pansy: Sure, please give me 2 minutes, I will inform him
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