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Mikab007's profile

Contributor

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2 Messages

Sun, Sep 10, 2017 3:24 PM

Internet Connectivity Failure

Over the last 90 days one of my VDSL lines started to go down and the second one taking errors. AT&T dispatched 5 different techs. Every one required a one or two hour session with a tech support agent on the telephone explaining what the previous one had done. They kept little or no notes of the previous tech calls. They replaced 3 gateways, both lines were moved to different ports, etc. I kept asking for an internal escalation of the issue since this is costing both AT&T and myself and incredible amount of time and money. I have a telecommute arrangement with my company and this is impacting my ability to work from home. The last tech recommended moving the circuit to IPRT due to the distance to the main AT&T box (4,100 ft) and to eliminate the second pair that seemed to be triggering the  issue. They did that Friday. Took almost half a day. 24 hours later the circuit started to go down and reset itself every 2 to 5 minutes. AT&T response. We will dispatch a tech to fix the problem but will need to wait until Tuesday. Almost 4 days down. I keep asking for an internal escalation but every time it falls in deaf ears. Every time the same scripted reply. The next tech will fix it sir. Thank you for calling AT&T. I do not know what else to do. Is there a way to circumvent the tech support line and request an escalation and investigation of the problem?

ATTHelp

Community Support

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175.7K Messages

4 y ago

Hello @Mikab007,


I appreciate you writing us a private message!  It definitely does sound like the technicians have done much troubleshooting and replacing many parts. I will be contacting you with further details within the private message.


Please look for my message.  Thanks!


Adam, AT&T Community Specialist

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