Uverse is not really optical cable?

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Uverse is not really optical cable?

We have Unverse installed at our church near UCI campus. However, its speed is only 1.5M download and 250K upload. Slower than DSL services.  ATT tech said that is because the locaiton is too far. My quesiton is, since ATT advertise Uverse is fiber optical, does the distance actually matter?  It is way below advertised speed.  In addition, if distance limited download speed, who limited upload speed?  This is way way too slow.

Message 1 of 23 (1,312 Views)
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Re: Uverse is not really optical cable?


If someone doesn't like the services that are provided they are free to change their isp/cable provider. No one is forcing anyone to stay. 

This is rather dismissive and somewhat fallacious in a mostly monopoly, sorry, duopoly system that we have.  Both are really bad providers when it comes to tech support.  A choice between two equally bad providers is not a real choice.

 

I agree that when it's working, it's great!  I had no problems for many years until they replaced a dead switch at the C.O.  When they did that, I started having continuous service interuptions and AT&T tech support has taken over a month to diagnose.  It would have taken longer if I didn't figure out the procedure by eventually asking the right questions.  This points to a problem with their tech support infrastructure that I would like fixed.  From what I've seen so far several other people have had worse exeperiences.  If they had know what to ask, they could have gotten a real resolution sooner.  Nobody should have to reverse engineer someone's tech support stucture to get real help.

 

Rather than be dismissive of people's problems when they become irate, or just pointing them to a canned bandage response, I'm trying to get that infrastructure fixed.  Everything that I've seen so far on this forum points to a broken infrastructure and all you can do is apply a bandage to an open wound.  I haven't had time to go through all the past postings, but I've gone back at least a week, so far.  This forum and customer care structure is an attempt to placate irate customers after the system failed.  This should be an unnecessary system.  It's a symptom of AT&T structural failure at Tech Support.  I'm trying to get to someone that can fix that.  I will keep contacting AT&T through as many channels as necessary to find the right people that can effect change.

 

In this very short time that I've been on here, I've only seen you dismiss complaints and point people to the PM band-aid to get your community award points.  Good for you on being able to generate those canned responses and getting those points.  If you know how I can contact the right people please point me to them.  If you don't want to read the diatribes, then don't respond to them.  Politely point people to the forum rules and continue to generate the canned responses.  You're not helping AT&T with those dismissive responses.

 

The manager that did read my PM misread my much shorter message and left for an early weekend.  Until then I will keep posting what I believe to be a fix that will eventually help AT&T and its customers long term.  Customers should not have to put up with such a broken system.

Message 16 of 23 (1,055 Views)
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Re: Uverse is not really optical cable?


JefferMC wrote:

So... caveat emptor, do your research, etc... Right?


Good advice.

 


There are only really two bad choices available.  What additional research is available?  When the line are working, you never have to deal with customer support and it's great.  Woe unto those that ever have to deal with them.  This system is broken and the idea that I can choose to go with a "better" provider is a fallacy.  In many places they are monopolies.  So what choice do you have?

 

Caveat emptor and choice can only exist when there is real choice, with a much larger number of provider choices.

Message 17 of 23 (1,053 Views)
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Re: Uverse is not really optical cable?


docbombay wrote:

So if AT&T isn't "technically" a monopoly; and if they are not "actually" lying, I'm not sure what the problem is.  The OP was concerned about speed and distance, and a reasonable answer was provided.  The only AT&T employees here are clearly identified as such in their signatures--the rest of us are just subscribers, albeit with widely varying degrees of technical knowledge.  Some of the less technically inclined members (like myself) who lack the technical background have done their due diligence, applied critical thinking skills and selected a provider.  This forum is a great source of information, but it is up to the individual to make choices.  Misunderstandings and disappointment are unfortunate, but they most often arise from a failure to do one's homework before buying--caveat emptor, as JefferMC says.  There is no grand scheme by AT&T to deceive anyone--the information is there for the asking.  Switching providers is the other alternative.  By the way, I think I prefer "Community Excellence Apologist" to "Fanboy."  Smiley Wink

 

docbombay


The whole point of marketting is to deceive.  You can only do due dilligence research up to a point.  Not everyone can know exactly what to ask or search for when they do research.  People are not machines that think alike, nor are they perfect, so there's no way that one person's research will match 100% with another.

 

It shouldn't all be left up to a consumer to do all the research.  There is an certain expectation of minimun standards, especially of not being blatantly mislead.  As you said, everyone has different levels of technical knowledge.  You may have known enough to make the right searches to find out what you want, but not everyone does.  It's not necessarily because they're dumber or incompetent.  Some people just have different skill sets and expertise.  You wouldn't necessarily expect a plumber to know how to fix a computer or know exactly what tools to use to do the job and vice versa.  Not everyone know to look in this forum.  I made my choice well before I ever discovered the forum.  I only came here after I started to search for a way to post a complaint/suggestion to fix the tech support structure.

Message 18 of 23 (1,051 Views)

Re: Uverse is not really optical cable?

[ Edited ]

willchen wrote:

If someone doesn't like the services that are provided they are free to change their isp/cable provider. No one is forcing anyone to stay. 

This is rather dismissive and somewhat fallacious in a mostly monopoly, sorry, duopoly system that we have.  Both are really bad providers when it comes to tech support.  A choice between two equally bad providers is not a real choice.

 

I agree that when it's working, it's great!  I had no problems for many years until they replaced a dead switch at the C.O.  When they did that, I started having continuous service interuptions and AT&T tech support has taken over a month to diagnose.  It would have taken longer if I didn't figure out the procedure by eventually asking the right questions.  This points to a problem with their tech support infrastructure that I would like fixed.  From what I've seen so far several other people have had worse exeperiences.  If they had know what to ask, they could have gotten a real resolution sooner.  Nobody should have to reverse engineer someone's tech support stucture to get real help.

 

Rather than be dismissive of people's problems when they become irate, or just pointing them to a canned bandage response, I'm trying to get that infrastructure fixed. 

 

For 95% of AT&T's millions of customer, the system works just fine.  Are they perfect, shoot no, but no one company is.  Even the company I work for that prides itself on fantastic customer care has a few bad apples.  The few times I've called customer service or technical support in the 4 years I've had UVerse, I've had my issues resolved the first time and very professionally. 

 

Everything that I've seen so far on this forum points to a broken infrastructure and all you can do is apply a bandage to an open wound. 

 

You are basing your opinion on your experience.  I'm sorry that you haven't had the best luck, but your situation is the exception and not the norm.  People don't go online to say, hey, everything is working great.  What you find are those that have a bad experience will go online and complain.  Do a google search for Comcast, Time Warner, Direct TV, Dish Network, Charter complaints and you will find more pages than you can read. 

 

I haven't had time to go through all the past postings, but I've gone back at least a week, so far.  This forum and customer care structure is an attempt to placate irate customers after the system failed.  This should be an unnecessary system.  It's a symptom of AT&T structural failure at Tech Support.  I'm trying to get to someone that can fix that.  I will keep contacting AT&T through as many channels as necessary to find the right people that can effect change.

 

In this very short time that I've been on here, I've only seen you dismiss complaints and point people to the PM band-aid to get your community award points.  Good for you on being able to generate those canned responses and getting those points.  If you know how I can contact the right people please point me to them.  If you don't want to read the diatribes, then don't respond to them.  Politely point people to the forum rules and continue to generate the canned responses.  You're not helping AT&T with those dismissive responses.

 

Are the majority of my responsed canned in the customer support section, absolutely, you know why, because this is a peer to peer forum and none of us have access to any customer information.  We cannot access accounts for billing issues, we cannot send a technician to your house to fix an issue.  Sending a PM to Customer Care is a last resort method when normal channels have failed. 95% of AT&T customer never need to go that route as their issues are corrected the first time via a phone call to either technical support or customer service.  Even the few employees that are on these forums do not have access to your (the customers) information or cannot dispatch a technician, they will tell you to PM Customer Care as well.

 

The manager that did read my PM misread my much shorter message and left for an early weekend.  Until then I will keep posting what I believe to be a fix that will eventually help AT&T and its customers long term.  Customers should not have to put up with such a broken system.

 

 

All I've seen you do in the short time you've been here is post the same thing in every post. 


 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
Message 19 of 23 (1,014 Views)
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Re: Uverse is not really optical cable?

For thase 95%, great for them.  Their issue was simple and the canned response works.  Woe to the 5%, then?  Tough luck?  You get what you pay for?  Are you telling me that those 5% don't matter?  I certainly know that the other companies have the similar problems.  I'm not with those other companies.  I happen to have AT&T.  It's troublesome to quit too.  You have to deal with 2 companies with bad tech support.  I'd rather deal with just the one and possibly fix the one issue that I believe will help make it better.

 

Just deal with it?  Well, I am.  If I can make my own future experience and that of others, better, I'm going to do it.  I'm not going to settle for poor support experience.

 

I see a specific probliem with the way support calls are handled.  Judging by the some of the complaints I see on this board, others are having a similar problem.  So yes, I'm repeating myself about the issue to each of the posts that I see similar to mine in the hopes that people see what I see.  If they do, then I know I'm right about that issue.  I believe there is a perfectly valid solution to my problem that seems to fit many others in the tech support area.

 

Is it opinion?  Maybe.  I don't have quite enough data to fully support my hypothesis.  As more people post their experiences, and as I read farther back to past experiences, I see a pattern.  That pattern is a poor Phone Call Center support structure that can't serve people with more complex problems. That scripted response, can only work for very simple matters and provides a roadblock to customers that need escalation sooner.  Customers shouldn't have to contact a separate complaint/customer care department to get to the correct person for escalation or resolution.  I just wasn't expecting that pattern to reveal itself so quickly and obviously.  And, this can be fixed rather simply.  Customers don't work for AT&T, so they don't know how to navigate their support structure.

 

 

The post I've responded to are the most recent ones and I believe they have encountered the same problem.  If you see that same pattern, please help me out.  I'm also trying to get through to the call center to get the fixed.  So yes, I will repeat myself.  I'm working on the same specific issue.  I'm not trying to solve everything else, becase I don't know the solution to everything else.

Message 20 of 23 (979 Views)

Re: Uverse is not really optical cable?


willchen wrote:

For thase 95%, great for them.  Their issue was simple and the canned response works.  Woe to the 5%, then?  Tough luck?  You get what you pay for?  Are you telling me that those 5% don't matter?  I certainly know that the other companies have the similar problems.  I'm not with those other companies.  I happen to have AT&T.  It's troublesome to quit too.  You have to deal with 2 companies with bad tech support.  I'd rather deal with just the one and possibly fix the one issue that I believe will help make it better.

 

Just deal with it?  Well, I am.  If I can make my own future experience and that of others, better, I'm going to do it.  I'm not going to settle for poor support experience.

 

I see a specific probliem with the way support calls are handled.  Judging by the some of the complaints I see on this board, others are having a similar problem.  So yes, I'm repeating myself about the issue to each of the posts that I see similar to mine in the hopes that people see what I see.  If they do, then I know I'm right about that issue.  I believe there is a perfectly valid solution to my problem that seems to fit many others in the tech support area.

 

Is it opinion?  Maybe.  I don't have quite enough data to fully support my hypothesis.  As more people post their experiences, and as I read farther back to past experiences, I see a pattern.  That pattern is a poor Phone Call Center support structure that can't serve people with more complex problems. That scripted response, can only work for very simple matters and provides a roadblock to customers that need escalation sooner.  Customers shouldn't have to contact a separate complaint/customer care department to get to the correct person for escalation or resolution.  I just wasn't expecting that pattern to reveal itself so quickly and obviously.  And, this can be fixed rather simply.  Customers don't work for AT&T, so they don't know how to navigate their support structure.

 

 

 

 The post I've responded to are the most recent ones and I believe they have encountered the same problem.  If you see that same pattern, please help me out.  I'm also trying to get through to the call center to get the fixed.  So yes, I will repeat myself.  I'm working on the same specific issue.  I'm not trying to solve everything else, becase I don't know the solution to everything else.


It seems there is agreement that the existing customer support system works well for the large majority of customers, but that there is a minority of customers with more involved situations that require escalation beyond Tier 2.  You state that there is a fault with the customer support system, that there is a valid solution, and that it is simple.  You make this same case in multiple posts that vary somewhat, but are essentially the same.  But, as far as I can see, you do not ever state that solution in specific terms.  Maybe I am missing something, but nowhere in your posts have I seen any exact or specific suggestions you might have that could be constructive.  

 

While I have had very good overall customer service experience with U-verse, I concede that the call centers are not perfect.  But the system works for the majority of subscribers, and I do not see any indication in your posts as to just what steps you would take to repair the system for the minority.  At the risk of being blunt, your posts impress me as being more reminiscent of a manifesto than of a call for help, or constructive criticism.  So if you have specific, constructive suggestions, please post them.  If I have missed them, please direct me toward them.  You are certainly entitled to post opinions within forum guidelines, but the repetition without specifics is not really solving anything.

 

"Everything should be made as simple as possible--but not simpler."
--Albert Einstein
Message 21 of 23 (969 Views)
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Re: Uverse is not really optical cable?

Thanks for highlighting those bits into bite sized sound bites.  The more relevent portions of are the bits that you haven't highlighted.

 

AT&T can be improved, so I'm going to do my best to fix it for the problem I had experience with.  I believe this is a forum.  I am just airing my issues just as others have.

 

Regards to all those who love the status quo.

Message 22 of 23 (942 Views)
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Re: Uverse is not really optical cable?


willchen wrote:

Thanks for highlighting those bits into bite sized sound bites.  The more relevent portions of are the bits that you haven't highlighted.

 

AT&T can be improved, so I'm going to do my best to fix it for the problem I had experience with.  I believe this is a forum.  I am just airing my issues just as others have.

 

Regards to all those who love the status quo.


Can it be improved, sure, but it's not "broken" as you state. When something works for 95% that's a pretty darn good system.  Are their exceptions, yep, but the system is not broken.  And yes, this is a forum, a peer to peer forum.  Even the AT&T community managers will tell you to send a PM to Customer Care so you addressing Mariana would in a direct question in another post is only going to get  you so far. 

” Auto racing, bull fighting, and mountain climbing are the only real sports … all others are games.”- Ernest Hemingway
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