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Posted Sep 4, 2013
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Wh is the UVerse tech support system so broken
Edited by willchen on Sep 4, 2013 at 1:18:14 PM

Why is AT&T so functionally incompetent?  AT&T can't seem to fix the root of the problem, only the symtons, taking well over a month to diagnose.  The techs that came out were great people.  They're just hampered by the functionally incompetent AT&T corporate structure.  The CEO & upper management are at fault for implementing a system that causes repairs to take over a month.

 

I know what the problem is, but they insist on jerking me around with tier 1 & tier 2 service techs that can't fix the root of the problem.  My ADSL2 line had been functioning for a good 10 months without issue until a router or switch was replaced at the C.O.  Ever since then, I lose internet for 10-30 minutes at a time.  This suggests the router is at fault, yet they insist on sending out line techs to "fix" the problem.  All they're doing is putting a bandage on the issue, not addressing the main issue of correcting the settings on the switch or router.  The line noise has reduced, and I don't get disconnected as frequently, but this only suggests that the new router or switch is freezing up because of overloaded logs in RAM and is resetting itself periodically, or some 1d10t low level tech is watching zabbix, ganglia, nagios, or some other monitoring software and resetting it, without fixing it.  I saw no service issues until the equipment was replaced.

 

 

Here's my notes of the downtime.  I left off some details to keep the lenth down, but it's a month's worth of details.

 

 

AT&T Outage Monday, July 29,approximately 2:30 pm.  DSL went down.
 Rebooted Modem twice,
   red lights on Service.
   Broadband remaind green
   Power Green
   Wireless Blinking Green
 Called AT&T 1 800 288-2020 - The automated message had me reboot the modem again and wait 10 minutes before calling back.
 Called AT&T again after 10 minutes and was on hold for about 30 minutes. The actual conversation lasted about 8 minutes.  The CSR scheduled service tech to come Tuesday, July 30, between 4-8 pm

Tuesday July 30, approximately 3:300 pm.  Automated call form AT&T with a message indicating the line was up again.  I immediately call AT&T because the line was still down.  This time I see
  No light on Service
  Red Light on Broadband
  Green Light on Power
  Wireless Blinking Green
The CSR doesn't know what was happening. - Maybe their database wasn't updated.  I continued to wait for the tech to arrive between 4-8 pm
At 6:17 pm, I went out briefly, while the rest of the family was home, and saw an AT&T truck down the street at the intersection.
On the way back around 6:25, I stopped and asked the tech if he was coming to my home.  He said he was going to different address and that he was on a break.


I waited until 7:30 and saw no tech yet, so I call AT&T again.
The tech said he reset the port and my line is up until Wednesday, July 31, at approximately 7:10 pm.  Internet comes back at approx.
The tech said he reset the port and my line is up.

Wednesday, July 31, at approximately 7:10 pm, the line goes down.  Internet comes back at approx. 7:20 pm.
Just before 10pm, the service light went red.  I call AT&T.
They appear to be working on the line, but the tech can't do anything since the 4-8 pm service was never cancelled.  I give him the history of the week's down time.  The line continues going up and down during the call.  After the call, the line remains stable until 10:28 pm.  It comes back at 10:33 pm.  For about a week, I continue to lose service around twice a day and the line resets.

 

I called AT&T nearly every day, this first week.  They eventually schedule a tech on the weekend, and discovered a "tip to ground" connection on my line to the C.O. This requires a different line tech to be sent out.  I'm apparently get numerous bad packets, which is what's supposedly causing the problem.  I already explain again that the problem isn't the line, but in the replacement equipment.  I still get the same service interruptions and keep calling to have my line or port reset, to reduce the outage from 10-30 minutes down to 5-10.  The outage frequency also drops from twice a day to once a day.

 

Another week goes by and a new tech comes out to put in a new splitter and the line is cleaner.  It seems to fix the problem, but a few days later I lose connection.  With a cleaner line, there are fewer bad packets, and the problem span drops from a day to 2-3 days.  I think this tech may have disconnected my alarm line when he added the splitter, but I don't notice it until the alarm company calls me during their monthly check.

 
Friday, August 23, 3rd Tech Replace the line to the home seems to be ok.


Tuesday Sep 3, 10:13 pm Internet is down for 16 Minutes.  A 3rd tech had already come out.  AT&T keeps trying to fix the line to the home, but my line was in worse condition and it had worked just fine on the older router/switch.  It's now out to 10 days between outages.  This points to a problem at the router or switch.  It has nothing to do with the line.

 

Cleaning the line only extends the uptime, but if a line experiences any issue, the router accumulates the errors and disconnects.  I can't get any of the functionally incompetent techs to go beyond their script to fix the issue.  I don't care if I get a 10% improvement in line speed, if I get frequent 10-30 minute downtimes.  I use my internet to connect to work.  I can't afford to get disconnected when I'm configuring a server, firewall, or switch.

This last tech wants to run more tests on my line and take the DSL offline for hours to a day to test my connection again.  These tests do not solve a problem.  AT&T needs to have real techs, not script readers.  I've fixed my own tech problems, so I only call AT&T when it's a problem directly with AT&T.  I've diagnosed and recommend fixes to the techs that have come out to fix my DSL lines whenever I've moved.  The techs that install lines frequently messed up and miswire the connections.  This case is similar.  I don't need my line speed to improve by another 1%.  I want it to be up 24/7 as advertised and not cut me off if I happen to be doing something important.

 

AT&T needs to be broken up again.  It does not care about real service.  It only cares about lip service.  No matter how nice and great the CSRs and Technicians are, it can't make up for the fact the company is structurally deficient and I can't get them to fix the known root of the problem.

Why is AT&T so functionally incompetent?  AT&T can't seem to fix the root of the problem, only the symtons, taking well over a month to diagnose.  The techs that came out were great people.  They're just hampered by the functionally incompetent AT&T corporate structure.  The CEO & upper management are at fault for implementing a system that causes repairs to take over a month.

 

I know what the problem is, but they insist on jerking me around with tier 1 & tier 2 service techs that can't fix the root of the problem.  My ADSL2 line had been functioning for a good 10 months without issue until a router or switch was replaced at the C.O.  Ever since then, I lose internet for 10-30 minutes at a time.  This suggests the router is at fault, yet they insist on sending out line techs to "fix" the problem.  All they're doing is putting a bandage on the issue, not addressing the main issue of correcting the settings on the switch or router.  The line noise has reduced, and I don't get disconnected as frequently, but this only suggests that the new router or switch is freezing up because of overloaded logs in RAM and is resetting itself periodically, or some 1d10t low level tech is watching zabbix, ganglia, nagios, or some other monitoring software and resetting it, without fixing it.  I saw no service issues until the equipment was replaced.

 

 

Here's my notes of the downtime.  I left off some details to keep the lenth down, but it's a month's worth of details.

 

 

AT&T Outage Monday, July 29,approximately 2:30 pm.  DSL went down.
 Rebooted Modem twice,
   red lights on Service.
   Broadband remaind green
   Power Green
   Wireless Blinking Green
 Called AT&T 1 800 288-2020 - The automated message had me reboot the modem again and wait 10 minutes before calling back.
 Called AT&T again after 10 minutes and was on hold for about 30 minutes. The actual conversation lasted about 8 minutes.  The CSR scheduled service tech to come Tuesday, July 30, between 4-8 pm

Tuesday July 30, approximately 3:300 pm.  Automated call form AT&T with a message indicating the line was up again.  I immediately call AT&T because the line was still down.  This time I see
  No light on Service
  Red Light on Broadband
  Green Light on Power
  Wireless Blinking Green
The CSR doesn't know what was happening. - Maybe their database wasn't updated.  I continued to wait for the tech to arrive between 4-8 pm
At 6:17 pm, I went out briefly, while the rest of the family was home, and saw an AT&T truck down the street at the intersection.
On the way back around 6:25, I stopped and asked the tech if he was coming to my home.  He said he was going to different address and that he was on a break.


I waited until 7:30 and saw no tech yet, so I call AT&T again.
The tech said he reset the port and my line is up until Wednesday, July 31, at approximately 7:10 pm.  Internet comes back at approx.
The tech said he reset the port and my line is up.

Wednesday, July 31, at approximately 7:10 pm, the line goes down.  Internet comes back at approx. 7:20 pm.
Just before 10pm, the service light went red.  I call AT&T.
They appear to be working on the line, but the tech can't do anything since the 4-8 pm service was never cancelled.  I give him the history of the week's down time.  The line continues going up and down during the call.  After the call, the line remains stable until 10:28 pm.  It comes back at 10:33 pm.  For about a week, I continue to lose service around twice a day and the line resets.

 

I called AT&T nearly every day, this first week.  They eventually schedule a tech on the weekend, and discovered a "tip to ground" connection on my line to the C.O. This requires a different line tech to be sent out.  I'm apparently get numerous bad packets, which is what's supposedly causing the problem.  I already explain again that the problem isn't the line, but in the replacement equipment.  I still get the same service interruptions and keep calling to have my line or port reset, to reduce the outage from 10-30 minutes down to 5-10.  The outage frequency also drops from twice a day to once a day.

 

Another week goes by and a new tech comes out to put in a new splitter and the line is cleaner.  It seems to fix the problem, but a few days later I lose connection.  With a cleaner line, there are fewer bad packets, and the problem span drops from a day to 2-3 days.  I think this tech may have disconnected my alarm line when he added the splitter, but I don't notice it until the alarm company calls me during their monthly check.

 
Friday, August 23, 3rd Tech Replace the line to the home seems to be ok.


Tuesday Sep 3, 10:13 pm Internet is down for 16 Minutes.  A 3rd tech had already come out.  AT&T keeps trying to fix the line to the home, but my line was in worse condition and it had worked just fine on the older router/switch.  It's now out to 10 days between outages.  This points to a problem at the router or switch.  It has nothing to do with the line.

 

Cleaning the line only extends the uptime, but if a line experiences any issue, the router accumulates the errors and disconnects.  I can't get any of the functionally incompetent techs to go beyond their script to fix the issue.  I don't care if I get a 10% improvement in line speed, if I get frequent 10-30 minute downtimes.  I use my internet to connect to work.  I can't afford to get disconnected when I'm configuring a server, firewall, or switch.

This last tech wants to run more tests on my line and take the DSL offline for hours to a day to test my connection again.  These tests do not solve a problem.  AT&T needs to have real techs, not script readers.  I've fixed my own tech problems, so I only call AT&T when it's a problem directly with AT&T.  I've diagnosed and recommend fixes to the techs that have come out to fix my DSL lines whenever I've moved.  The techs that install lines frequently messed up and miswire the connections.  This case is similar.  I don't need my line speed to improve by another 1%.  I want it to be up 24/7 as advertised and not cut me off if I happen to be doing something important.

 

AT&T needs to be broken up again.  It does not care about real service.  It only cares about lip service.  No matter how nice and great the CSRs and Technicians are, it can't make up for the fact the company is structurally deficient and I can't get them to fix the known root of the problem.

Wh is the UVerse tech support system so broken

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Sep 4, 2013 12:49:27 PM
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ACE - Master

I'm sorry but I only made it to Wednesday July 31st in your post then decided to reply so I didn't get to finish the whole thing, but I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.  Please allow 48 hours for a responce.

 

Explain your issues or reference your post and they should be able to get you fixed up.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

I'm sorry but I only made it to Wednesday July 31st in your post then decided to reply so I didn't get to finish the whole thing, but I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.  Please allow 48 hours for a responce.

 

Explain your issues or reference your post and they should be able to get you fixed up.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Wh is the UVerse tech support system so broken

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Sep 4, 2013 1:02:16 PM
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I posted it mainly to vent and to keep a record of my service request in more than just one place.  The main gist of it is that AT&T's support structure is broken.  It's only meant to help in the simplest of matters.  Escalating the issue to next level is difficult.  I would like their procedures fixed so that proper escalation doesn't take more than a week.  It's currently brain dead.

 

Thanks for the link.  I'll contact them there too.


BeeBeeSA wrote:

I'm sorry but I only made it to Wednesday July 31st in your post then decided to reply so I didn't get to finish the whole thing, but I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.  Please allow 48 hours for a responce.

 

Explain your issues or reference your post and they should be able to get you fixed up.


 

I posted it mainly to vent and to keep a record of my service request in more than just one place.  The main gist of it is that AT&T's support structure is broken.  It's only meant to help in the simplest of matters.  Escalating the issue to next level is difficult.  I would like their procedures fixed so that proper escalation doesn't take more than a week.  It's currently brain dead.

 

Thanks for the link.  I'll contact them there too.


BeeBeeSA wrote:

I'm sorry but I only made it to Wednesday July 31st in your post then decided to reply so I didn't get to finish the whole thing, but I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.  Please allow 48 hours for a responce.

 

Explain your issues or reference your post and they should be able to get you fixed up.


 

Re: Wh is the UVerse tech support system so broken

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Sep 5, 2013 11:11:42 PM
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Here's an update on my problem.

 

I received two replies via PM, one mentioning that a manager would handle my issue.  The manager apparently misread my shorter PM version of the events and gave me a very canned answer that seems to imply that the phone tech runs the way I believe it should be run instead of the way it actually is run.  He also wished me a great weekend.  I hope that doesn't mean he's off tomorrow on Friday, because I still need him to respond to me.

 

I call the phone support again because they've messed up my appointments.  The wrong tech shows up.  Luckily, I did reach a US based support person and I was able to get a proper manager after explaining the problem this time.  He could only offer me a refund of a month and forward me to the uverse tech support again.  I tell him I don't want to go through Tier1 hel again or I'm cancelling.  I wait a while and he connected me through to a Tier 3 person and he was able to understand that the problem started with the equipment failure and not my line.  The line was always bad, but I never had service interuptions until the equipment failed and they put in a new switch/router at the C.O.  So he's called in a C.O. tech for tomorrow and i'll just have to see how it goes.

Here's an update on my problem.

 

I received two replies via PM, one mentioning that a manager would handle my issue.  The manager apparently misread my shorter PM version of the events and gave me a very canned answer that seems to imply that the phone tech runs the way I believe it should be run instead of the way it actually is run.  He also wished me a great weekend.  I hope that doesn't mean he's off tomorrow on Friday, because I still need him to respond to me.

 

I call the phone support again because they've messed up my appointments.  The wrong tech shows up.  Luckily, I did reach a US based support person and I was able to get a proper manager after explaining the problem this time.  He could only offer me a refund of a month and forward me to the uverse tech support again.  I tell him I don't want to go through Tier1 hel again or I'm cancelling.  I wait a while and he connected me through to a Tier 3 person and he was able to understand that the problem started with the equipment failure and not my line.  The line was always bad, but I never had service interuptions until the equipment failed and they put in a new switch/router at the C.O.  So he's called in a C.O. tech for tomorrow and i'll just have to see how it goes.

Re: Wh is the UVerse tech support system so broken

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Sep 6, 2013 10:02:35 AM
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Now that I've read through the forums some more, it seems that there is an endemic problem with AT&T's service structure that needs to be fixed.  It appears that AT&T doesn't ktow how to properly manage support and doesn't really see the problem or know how to fix their problem.  Their techs know and can't get management to see it.  The problem is in the structure that hampers proper communication and escalation.  These forums and their rententions groups are just bandages on the problem.  Sure it gets solutions for some people, but these are temporary measuers and occur afterwards.  There's far too many postings on customer's recurring problems here.  AT&T really needs to fix its support infrastructure.

 

As I am not a frequent caller to UVerse Tech support, so I did not know how broken their structure had been.  I should have forced an escalation earlier on.


For my problem, they've already marked me as a frequent caller.  That should have been a sign to escalate the problem, yet they continued sending out techs to test the line.  It isn't the line.  Someone with brains should have read through the messages and figured out what was wrong with my circuit and escalate the problem.  I even described it for them numerous time, and in the latter weeks, I specifically ask them to enter my diagnosis in the notes and read it back to me.  Tier 1 support can't think out of the box.  Those that possibly can are still hampered by the overly rigid structure.

 

It seems that they break out of this stupidity with these forums here, but I can't call the forums when my internet is down.  This means they really should fix the call center structure, not just apply a bandage to this major deficiency in support.  I'm sure the call center fixes the vast majority of the problems out there, since many people call for the most simplest of problems, but they can't seem to fix more complex problems.

 

I only ever call for complex problems or problems at AT&T's end, so it's something I rarely do.  I even offered the most probable solution at the very beginning of my ordeal.  I do fully understand that the employees must follow the script, so I follow along to help them, so they can move on to the next level.  Unfortunately, the way AT&T has it set up, it becomes impossible to escalate the problem properly in a logical manner.  They currently insist that we individually call the cell number of the tech that was sent out.  As an outsider, I don't know their process, nor do I understand why AT&T would set it up this way.  The Call Centers should have known my ticket history and redirected me to call my existing Field Tech or updated the existing notes for him to see.

 

The way it should properly work is to have customers always call the 800 number to update tickets.  Customers should not be told to call each and every individual tech that comes to their home.  I shouldn't have to call a tech at midnight to leave a message on their voicemail, to have them attempt to listen to the voicemail and decipher what I've said and attempt to enter it into their company issued touchpad.  They'll waste time rewinding the message, as I have frequently done.  I should be able to call a manned support center that can enter my call details with the updates to the problem to help assist the field tech with his work.  The iPads are fine for looking up data, but not ideal for entering data.  The call center should be the ones to add entries to an existing ticket, not just create new tickets that automatically cancel an existing ticket or lock the previous tech from access.  They should know that I already have a ticket open and they should be allowed to add a note to it to help document the process.  Nobody in the call center should be allowed to close out an existing unresolved tickect to open a new ticket when the customer is reporting on existing problem.  A new ticket should only be opened for a new problem.

 

If they can get the process changed, there will be fewer complaints, at least on the tech support side of AT&T.  Billing, on the other hand is a diffierent process that I haven't had to deal with in a while.  I hope that people having similar problems will also call in and support this change.

 

I should bill AT&T for my solution.  My time is worth far more than just a month off on my bill for my troubles.

Now that I've read through the forums some more, it seems that there is an endemic problem with AT&T's service structure that needs to be fixed.  It appears that AT&T doesn't ktow how to properly manage support and doesn't really see the problem or know how to fix their problem.  Their techs know and can't get management to see it.  The problem is in the structure that hampers proper communication and escalation.  These forums and their rententions groups are just bandages on the problem.  Sure it gets solutions for some people, but these are temporary measuers and occur afterwards.  There's far too many postings on customer's recurring problems here.  AT&T really needs to fix its support infrastructure.

 

As I am not a frequent caller to UVerse Tech support, so I did not know how broken their structure had been.  I should have forced an escalation earlier on.


For my problem, they've already marked me as a frequent caller.  That should have been a sign to escalate the problem, yet they continued sending out techs to test the line.  It isn't the line.  Someone with brains should have read through the messages and figured out what was wrong with my circuit and escalate the problem.  I even described it for them numerous time, and in the latter weeks, I specifically ask them to enter my diagnosis in the notes and read it back to me.  Tier 1 support can't think out of the box.  Those that possibly can are still hampered by the overly rigid structure.

 

It seems that they break out of this stupidity with these forums here, but I can't call the forums when my internet is down.  This means they really should fix the call center structure, not just apply a bandage to this major deficiency in support.  I'm sure the call center fixes the vast majority of the problems out there, since many people call for the most simplest of problems, but they can't seem to fix more complex problems.

 

I only ever call for complex problems or problems at AT&T's end, so it's something I rarely do.  I even offered the most probable solution at the very beginning of my ordeal.  I do fully understand that the employees must follow the script, so I follow along to help them, so they can move on to the next level.  Unfortunately, the way AT&T has it set up, it becomes impossible to escalate the problem properly in a logical manner.  They currently insist that we individually call the cell number of the tech that was sent out.  As an outsider, I don't know their process, nor do I understand why AT&T would set it up this way.  The Call Centers should have known my ticket history and redirected me to call my existing Field Tech or updated the existing notes for him to see.

 

The way it should properly work is to have customers always call the 800 number to update tickets.  Customers should not be told to call each and every individual tech that comes to their home.  I shouldn't have to call a tech at midnight to leave a message on their voicemail, to have them attempt to listen to the voicemail and decipher what I've said and attempt to enter it into their company issued touchpad.  They'll waste time rewinding the message, as I have frequently done.  I should be able to call a manned support center that can enter my call details with the updates to the problem to help assist the field tech with his work.  The iPads are fine for looking up data, but not ideal for entering data.  The call center should be the ones to add entries to an existing ticket, not just create new tickets that automatically cancel an existing ticket or lock the previous tech from access.  They should know that I already have a ticket open and they should be allowed to add a note to it to help document the process.  Nobody in the call center should be allowed to close out an existing unresolved tickect to open a new ticket when the customer is reporting on existing problem.  A new ticket should only be opened for a new problem.

 

If they can get the process changed, there will be fewer complaints, at least on the tech support side of AT&T.  Billing, on the other hand is a diffierent process that I haven't had to deal with in a while.  I hope that people having similar problems will also call in and support this change.

 

I should bill AT&T for my solution.  My time is worth far more than just a month off on my bill for my troubles.

Re: Wh is the UVerse tech support system so broken

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Sep 8, 2013 1:21:00 PM
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I can see why people are frustrated with Tech suppport, but I know it's not the employees' fault.  I just got an automated call this Sunday morning saying that AT&T has scheduled a tech to come out between 8am and 8pm.  It was quite confusing.  I didn't even know it was scheduled.  Apparently, a few minutes later, a tech shows up at my door. Well, I was quite annoyed with the short notice.  I thought they were fixing somthing at the C.O.  I had to apologize to the tech for being short tempered.  He fixes my alarm connetion and understands that my problem started with the initial downtime, but he can't get into the C.O. because nobody is there on Sunday.

 

Why does AT&T make the field techs work on Sunday to fix a problem that is likely no longer on the line?  And how can they fix the problem at the C.O. if it's not open?  This points to a broken support infrastructure. This is a major problem with AT&T.  The system is incompetent.  They were better organized as just SBC and even better as PacBell.  Once AT&T came into the picture, they adopted a very broken support model.  Just because it works fine for the 90% or 95%, doesn't mean that it isn't broken.

I can see why people are frustrated with Tech suppport, but I know it's not the employees' fault.  I just got an automated call this Sunday morning saying that AT&T has scheduled a tech to come out between 8am and 8pm.  It was quite confusing.  I didn't even know it was scheduled.  Apparently, a few minutes later, a tech shows up at my door. Well, I was quite annoyed with the short notice.  I thought they were fixing somthing at the C.O.  I had to apologize to the tech for being short tempered.  He fixes my alarm connetion and understands that my problem started with the initial downtime, but he can't get into the C.O. because nobody is there on Sunday.

 

Why does AT&T make the field techs work on Sunday to fix a problem that is likely no longer on the line?  And how can they fix the problem at the C.O. if it's not open?  This points to a broken support infrastructure. This is a major problem with AT&T.  The system is incompetent.  They were better organized as just SBC and even better as PacBell.  Once AT&T came into the picture, they adopted a very broken support model.  Just because it works fine for the 90% or 95%, doesn't mean that it isn't broken.

Re: Wh is the UVerse tech support system so broken

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Sep 8, 2013 2:43:36 PM
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ACE - Professor

At this point, you should just be in communication with your contact from Customer Care. Send him another PM and let him know about the continued problems and let him help you reach a resolution.

At this point, you should just be in communication with your contact from Customer Care. Send him another PM and let him know about the continued problems and let him help you reach a resolution.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Wh is the UVerse tech support system so broken

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Sep 8, 2013 11:30:48 PM
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Edited by willchen on Sep 8, 2013 at 11:32:23 PM

I have contacted him already on Thursday and he left for a long weekend.  They also don't work on Sundays.  I think my running log of the way support is going is helpful to the other people that come to this site with similar problems.  I believe I'm on topic in this forum in describing how customer care and support works at AT&T.  Correct me if I'm wrong.

 

If you don't wish to read my continued posts, please go ahead and ignore them.

 

I have contacted him already on Thursday and he left for a long weekend.  They also don't work on Sundays.  I think my running log of the way support is going is helpful to the other people that come to this site with similar problems.  I believe I'm on topic in this forum in describing how customer care and support works at AT&T.  Correct me if I'm wrong.

 

If you don't wish to read my continued posts, please go ahead and ignore them.

 

Re: Wh is the UVerse tech support system so broken

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I'm just excited that someone has the solution to all the Customer Service problems.  I anxiously await the outcome.  Smiley Wink

 

 

 

"The suspense is terrible.  I hope it lasts." - Willy Wonka

I'm just excited that someone has the solution to all the Customer Service problems.  I anxiously await the outcome.  Smiley Wink

 

 

 

"The suspense is terrible.  I hope it lasts." - Willy Wonka

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Wh is the UVerse tech support system so broken

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ATT Inc is SBC, that acquired ATT Corp 2005.
http://en.m.wikipedia.org/wiki/History_of_AT%26T
ATT Inc is SBC, that acquired ATT Corp 2005.
http://en.m.wikipedia.org/wiki/History_of_AT%26T
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Wh is the UVerse tech support system so broken

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my thoughts wrote:
ATT Inc is SBC, that acquired ATT Corp 2005.
http://en.m.wikipedia.org/wiki/History_of_AT%26T

Well, I guess that makes it better, then?


my thoughts wrote:
ATT Inc is SBC, that acquired ATT Corp 2005.
http://en.m.wikipedia.org/wiki/History_of_AT%26T

Well, I guess that makes it better, then?

Re: Wh is the UVerse tech support system so broken

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Edited by willchen on Sep 9, 2013 at 6:33:21 AM

skeeterintexas wrote:

I'm just excited that someone has the solution to all the Customer Service problems.  I anxiously await the outcome.  Smiley Wink

 

 

 

"The suspense is terrible.  I hope it lasts." - Willy Wonka


I never said all.  Just the problem with calling the 800 number and getting my ticket reset.  Maybe you haven't tried before for something other than a password reset on the web site.  This was my first time calling it for a connection problem and they kept resetting my tickets. (EDIT) And that procedure is seriously broken.


skeeterintexas wrote:

I'm just excited that someone has the solution to all the Customer Service problems.  I anxiously await the outcome.  Smiley Wink

 

 

 

"The suspense is terrible.  I hope it lasts." - Willy Wonka


I never said all.  Just the problem with calling the 800 number and getting my ticket reset.  Maybe you haven't tried before for something other than a password reset on the web site.  This was my first time calling it for a connection problem and they kept resetting my tickets. (EDIT) And that procedure is seriously broken.

Re: Wh is the UVerse tech support system so broken

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Hello, willchen!

 

I just wanted to let you know that I have sent you a private message. To read it, simply click on the little blue envelope icon in the top right corner of your screen! Let me know if you have any questions!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, willchen!

 

I just wanted to let you know that I have sent you a private message. To read it, simply click on the little blue envelope icon in the top right corner of your screen! Let me know if you have any questions!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Wh is the UVerse tech support system so broken

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ATTMarianaCM wrote:

Hello, willchen!

 

I just wanted to let you know that I have sent you a private message. To read it, simply click on the little blue envelope icon in the top right corner of your screen! Let me know if you have any questions!

 

-Mariana


Thank you, Mariana.  I will continue to post what happens with the results.  I believe this will actually help a good portion of the customers that solve their problems more quickly and reduce their frustration with AT&T Tech support.  (I've also responded to the PM)


ATTMarianaCM wrote:

Hello, willchen!

 

I just wanted to let you know that I have sent you a private message. To read it, simply click on the little blue envelope icon in the top right corner of your screen! Let me know if you have any questions!

 

-Mariana


Thank you, Mariana.  I will continue to post what happens with the results.  I believe this will actually help a good portion of the customers that solve their problems more quickly and reduce their frustration with AT&T Tech support.  (I've also responded to the PM)

Re: Wh is the UVerse tech support system so broken

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Well, the tech called me back and left a message today.  I called in and reach a Tier 2 tech to find out information.  It turns out I was not the only one affected by this problem.  Apparently, they swapped out the faulty Card on the DSLAM ( I was mistaken before, as I was told it was a router or switch by the tier 1 guys. - I know they're not knowledgeable and I'm not a DSL/network/phone tech either so what would I know.)   That last outage I had was them replacing the card that day.  Anyways, I expect my line to be stable now.  It's been a month and a half ordeal and the silver lining is that I have a faster tier and VOIP available if I want it.

 

There's still the problem of the Tier 1 Call Center resetting people's tickets and starting new ones.  I plan to continue that fight to fix a fairly major flaw in the way their system works.  If you don't believe that they do this, call U-Verse Tech support.  You should also talk to the field techs and ask them why you must call their personal work phone number instead of the 800 number if you want to escalate the ticket.

Well, the tech called me back and left a message today.  I called in and reach a Tier 2 tech to find out information.  It turns out I was not the only one affected by this problem.  Apparently, they swapped out the faulty Card on the DSLAM ( I was mistaken before, as I was told it was a router or switch by the tier 1 guys. - I know they're not knowledgeable and I'm not a DSL/network/phone tech either so what would I know.)   That last outage I had was them replacing the card that day.  Anyways, I expect my line to be stable now.  It's been a month and a half ordeal and the silver lining is that I have a faster tier and VOIP available if I want it.

 

There's still the problem of the Tier 1 Call Center resetting people's tickets and starting new ones.  I plan to continue that fight to fix a fairly major flaw in the way their system works.  If you don't believe that they do this, call U-Verse Tech support.  You should also talk to the field techs and ask them why you must call their personal work phone number instead of the 800 number if you want to escalate the ticket.

Re: Why is the UVerse tech support system so broken?

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Edited by skeeterintexas on Sep 10, 2013 at 6:57:00 AM

willchen wrote:
You should also talk to the field techs and ask them why you must call their personal work phone number instead of the 800 number if you want to escalate the ticket.

I was told by a Prem (field) Tech that the reason they give you their cell phone number is because ATT tracts if the job they did was successful or not. 

 

In other words, if the tech came to your house, assessed the problem and fixed (or attempted to fix) the problem and the same problem re-appeared, it does not bode well for the tech. 

 

The prem tech would rather you call them directly to correct an ongoing problem than calling CS to complain about the same thing.


willchen wrote:
You should also talk to the field techs and ask them why you must call their personal work phone number instead of the 800 number if you want to escalate the ticket.

I was told by a Prem (field) Tech that the reason they give you their cell phone number is because ATT tracts if the job they did was successful or not. 

 

In other words, if the tech came to your house, assessed the problem and fixed (or attempted to fix) the problem and the same problem re-appeared, it does not bode well for the tech. 

 

The prem tech would rather you call them directly to correct an ongoing problem than calling CS to complain about the same thing.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Why is the UVerse tech support system so broken?

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Thank you.  I did not know that.  I'm getting different stories, then, from different people.  What you're suggesting to me is that all my techs here are lying to me.  Also, if it's true that calling the 800 number again puts a bad mark on the tech, their system is done wrong.  Some technical problems just aren't that easy to solve and you shouldn't get a bad mark just because you happen to be put on one.

 

It's taken them over a month to resolve my issue.  It's an issue that started with an outage that apparently affected more than just me.  Supposedly they replaced a card in a DSLAM at a C.O. (From new information.)   I had no change in wiring, so I could only assume that was the root of my subsequent problems.  They keep checking my line and "fixing" it, but nothing was really resolved as it kept recurring.

 

Prior to the outage, I had no service interruptions.  Those are just the facts.  I spoke to a tier2 tech last night and he said that other customers were having issue with their service so they've replaced the card in a DSLAM a few days ago.  So it appears that they've put in a faulty card.  If that was true, AT&T should have detected the problem sooner and fixed it, since it was affecting more than just one customer.  Procedurally, that was broken.  It should have been strictly monitored that first week, and replaced in no more than 2 weeks.  It was the one main thing that changed for everyone affected.  It should have been checked the moment they received more than 1 call after it was put in place.   I didn't expect a single day turn-around, but something that lasted well over a month should not have happened.

 

Just because it's fixed for me now doesn't mean that something isn't still procedurally broken.  I'm still working through their system to find out exactly why it would take this long to get a fix.  Hopefully, the customer care individuals here are also working that angle.

 

It's completely understandable to me why people would want to switch and not ever want to come back to AT&T.  I don't think there's much of an option if I do switch.  My current boss is dealing with comcast speed issues, and, at least for him, it looks like comcast only shows high speed if you go to their internal speedtest site, but slows down dramatiically at all the others and he's been having issue with youtube videos constantly buffering.  So, service is just bad everywhere.  The only improvement to be made is to work from within and get other customers to do the same.  There is no real choice in this country, just false choice.  It would be great if I had a real choice for better service, but it just doesn't exist.

 

 

Thank you.  I did not know that.  I'm getting different stories, then, from different people.  What you're suggesting to me is that all my techs here are lying to me.  Also, if it's true that calling the 800 number again puts a bad mark on the tech, their system is done wrong.  Some technical problems just aren't that easy to solve and you shouldn't get a bad mark just because you happen to be put on one.

 

It's taken them over a month to resolve my issue.  It's an issue that started with an outage that apparently affected more than just me.  Supposedly they replaced a card in a DSLAM at a C.O. (From new information.)   I had no change in wiring, so I could only assume that was the root of my subsequent problems.  They keep checking my line and "fixing" it, but nothing was really resolved as it kept recurring.

 

Prior to the outage, I had no service interruptions.  Those are just the facts.  I spoke to a tier2 tech last night and he said that other customers were having issue with their service so they've replaced the card in a DSLAM a few days ago.  So it appears that they've put in a faulty card.  If that was true, AT&T should have detected the problem sooner and fixed it, since it was affecting more than just one customer.  Procedurally, that was broken.  It should have been strictly monitored that first week, and replaced in no more than 2 weeks.  It was the one main thing that changed for everyone affected.  It should have been checked the moment they received more than 1 call after it was put in place.   I didn't expect a single day turn-around, but something that lasted well over a month should not have happened.

 

Just because it's fixed for me now doesn't mean that something isn't still procedurally broken.  I'm still working through their system to find out exactly why it would take this long to get a fix.  Hopefully, the customer care individuals here are also working that angle.

 

It's completely understandable to me why people would want to switch and not ever want to come back to AT&T.  I don't think there's much of an option if I do switch.  My current boss is dealing with comcast speed issues, and, at least for him, it looks like comcast only shows high speed if you go to their internal speedtest site, but slows down dramatiically at all the others and he's been having issue with youtube videos constantly buffering.  So, service is just bad everywhere.  The only improvement to be made is to work from within and get other customers to do the same.  There is no real choice in this country, just false choice.  It would be great if I had a real choice for better service, but it just doesn't exist.

 

 

Re: Why is the UVerse tech support system so broken?

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willchen wrote:

Thank you.  I did not know that.  I'm getting different stories, then, from different people.  What you're suggesting to me is that all my techs here are lying to me.  Also, if it's true that calling the 800 number again puts a bad mark on the tech, their system is done wrong.  Some technical problems just aren't that easy to solve and you shouldn't get a bad mark just because you happen to be put on one.

 

 


Alls I knows is whats I knows...

 

Here's a bit of info that's really going to tick you off.  I've had Uverse since 2007....6 years....I've had more than one Prem Tech tell me "Oh, your account number starts with a 100 (true).  That tell us that you're one of the FIRST Uverse customers.  You get priority on any service calls."  

 

What can I say?  I'm special...  Smiley Wink


willchen wrote:

Thank you.  I did not know that.  I'm getting different stories, then, from different people.  What you're suggesting to me is that all my techs here are lying to me.  Also, if it's true that calling the 800 number again puts a bad mark on the tech, their system is done wrong.  Some technical problems just aren't that easy to solve and you shouldn't get a bad mark just because you happen to be put on one.

 

 


Alls I knows is whats I knows...

 

Here's a bit of info that's really going to tick you off.  I've had Uverse since 2007....6 years....I've had more than one Prem Tech tell me "Oh, your account number starts with a 100 (true).  That tell us that you're one of the FIRST Uverse customers.  You get priority on any service calls."  

 

What can I say?  I'm special...  Smiley Wink

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Why is the UVerse tech support system so broken?

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Man, all I get is ADSL2. Smiley Tongue  I'm in the boonies now.  So that's why you get good service response and I don't. Smiley Tongue Why do you have all the luck. Smiley Wink

 

It sounds like the only way to get fiber to my home is to have continously bad connections so I can keep calling and complaining long enough that they're forced to pull new cable all the way from the CO.  At that point they can save some cost and pull fiber at the same time in preparation.  I think they've actually fixed my line, so I'm stuck with ADSL2.

 

Man, all I get is ADSL2. Smiley Tongue  I'm in the boonies now.  So that's why you get good service response and I don't. Smiley Tongue Why do you have all the luck. Smiley Wink

 

It sounds like the only way to get fiber to my home is to have continously bad connections so I can keep calling and complaining long enough that they're forced to pull new cable all the way from the CO.  At that point they can save some cost and pull fiber at the same time in preparation.  I think they've actually fixed my line, so I'm stuck with ADSL2.

 

Re: Why is the UVerse tech support system so broken?

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Edited by skeeterintexas on Sep 10, 2013 at 10:24:23 AM

...and just a few months ago, they laid all new line to my house, new RG, new wireless boxes, new WAP, etc. 

 

The last Prem Tech sat in the recliner and watched TV w/me to make sure very thing was OK.  We checked out Netflix & You Tube on the Smart TV and when those were a bit choppy, he put some sort of little box there (wireless extender?) and made sure everything was hunky-dory.

 

Loyalty (like age) has it's benefits.  Smiley Wink 

 

That or that just wanted to make sure the crazy old lady didn't call anymore.  Smiley Frustrated

...and just a few months ago, they laid all new line to my house, new RG, new wireless boxes, new WAP, etc. 

 

The last Prem Tech sat in the recliner and watched TV w/me to make sure very thing was OK.  We checked out Netflix & You Tube on the Smart TV and when those were a bit choppy, he put some sort of little box there (wireless extender?) and made sure everything was hunky-dory.

 

Loyalty (like age) has it's benefits.  Smiley Wink 

 

That or that just wanted to make sure the crazy old lady didn't call anymore.  Smiley Frustrated

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Why is the UVerse tech support system so broken?

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ATT has a service promise form that should be with every install or repair that is completed (not returned to another department)
The form has a list of things that the tech should have done, including providing the techs name and number, and their managers name and office number.
Techs are held responsible for 30 days from completion, if a customer calls or chats that results in a ticket created and truck dispatched during that 30 day period, the original tech gets a repeat. Exceed more than a certain percentage in a given month and you are talking with a manager, also talking with a manager if receive bad customer scores.

Example 1) tech installs your order 3 weeks later DVR gets red x two dots (hardware issue), request tech visit for dvr replacement, installer repeated, if dvr is shipped to customer they replace themselves no repeat. (Equipment issue)
Example 2) tree limb falls storm snapping your drop, tech installs new drop, 1 week later, cat chews green data cable, out of service, tech dispatched, repeat.
The reason for giving the phone number is tech knows your layout, maybe can be resolved over phone saving cx from calling tier support.
If revisit is needed, tech has to get approval from manager, as this revisit is taking tech off the load to dispatch for customers who have tickets open.

Having a managers number allows to the customer to praise or complain instead of waiting or missing the customer satisfaction survey.
Additional, if unable to reach your tech due to his day off or on vacation, the manager may be able to answer question or have another member of his team contact you.
A managers numbers are a reflection of his crew, for his numbers to be good...his crew numbers need to be good.

I try to inform the customer to call me first, along with my number give my general work schedule (days on/off) and hours available.
If non critical call and leave message, i will return the call when i come back. If needed contact my manager (M-F), and last call 800 number if emergency.

We cannot always come back for a return visit especially if work was done for another garage. Our area has several garages covering 6 counties, when assigned to support another garage the chances of being allowed to return are slim, i can still answers questions and run test, notify my manager with info who will contact the correct garage for local support that may or may not be available.

Again, a truck dispatched within 30 days is a repeat, i have had customers call 6,9 12 months later i still try to assist but the changes of getting approval for return visit are very low if at all. (Beyond 30 days, no repeat)

I view customer reps, tier 1 support and premise techs as low level enlisted men and women( private, corporal) with our managers being sergeants, we are trained to do our job, expected to do the job your trained for, and follow orders, ATT not just a job but an adventure.
ATT has a service promise form that should be with every install or repair that is completed (not returned to another department)
The form has a list of things that the tech should have done, including providing the techs name and number, and their managers name and office number.
Techs are held responsible for 30 days from completion, if a customer calls or chats that results in a ticket created and truck dispatched during that 30 day period, the original tech gets a repeat. Exceed more than a certain percentage in a given month and you are talking with a manager, also talking with a manager if receive bad customer scores.

Example 1) tech installs your order 3 weeks later DVR gets red x two dots (hardware issue), request tech visit for dvr replacement, installer repeated, if dvr is shipped to customer they replace themselves no repeat. (Equipment issue)
Example 2) tree limb falls storm snapping your drop, tech installs new drop, 1 week later, cat chews green data cable, out of service, tech dispatched, repeat.
The reason for giving the phone number is tech knows your layout, maybe can be resolved over phone saving cx from calling tier support.
If revisit is needed, tech has to get approval from manager, as this revisit is taking tech off the load to dispatch for customers who have tickets open.

Having a managers number allows to the customer to praise or complain instead of waiting or missing the customer satisfaction survey.
Additional, if unable to reach your tech due to his day off or on vacation, the manager may be able to answer question or have another member of his team contact you.
A managers numbers are a reflection of his crew, for his numbers to be good...his crew numbers need to be good.

I try to inform the customer to call me first, along with my number give my general work schedule (days on/off) and hours available.
If non critical call and leave message, i will return the call when i come back. If needed contact my manager (M-F), and last call 800 number if emergency.

We cannot always come back for a return visit especially if work was done for another garage. Our area has several garages covering 6 counties, when assigned to support another garage the chances of being allowed to return are slim, i can still answers questions and run test, notify my manager with info who will contact the correct garage for local support that may or may not be available.

Again, a truck dispatched within 30 days is a repeat, i have had customers call 6,9 12 months later i still try to assist but the changes of getting approval for return visit are very low if at all. (Beyond 30 days, no repeat)

I view customer reps, tier 1 support and premise techs as low level enlisted men and women( private, corporal) with our managers being sergeants, we are trained to do our job, expected to do the job your trained for, and follow orders, ATT not just a job but an adventure.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Why is the UVerse tech support system so broken?

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I got a new tech with each call, 4 different techs within the same 30 days.  That means each of those techs got a repeat?  A bad mark on their record?  That's ludicrous.  The 800 number call should have brought them back, not assign a new ticket and new tech and a bad mark just from one call.

 

It would have helped if I got the same tech to return so I didn't have to repeatedly explain my issue with each new tech, only to have them start over with each new line replacement.  I sympathize with your field techs for this broken system that penalizes a tech for a call to the 800 number.  I would have loved it if the same tech came out and just continued from where he left off.  It would have sped things up.  I didn't know that calling the 800 number would mess with their scores.  AT&T is procedurally broken.  If the tech was actually doing something wrong, then they deserve an actual bad mark, but they don't deserve one because a customer called back.

 

I understand that some things aren't easily diagnosed, so I thought I was working with the system to get a faster resolution, but because of the call center brokeness, I gave 5 techs a bad mark or a "repeat" and delayed my actual repair.  AT&T needs to fix its call center.

I got a new tech with each call, 4 different techs within the same 30 days.  That means each of those techs got a repeat?  A bad mark on their record?  That's ludicrous.  The 800 number call should have brought them back, not assign a new ticket and new tech and a bad mark just from one call.

 

It would have helped if I got the same tech to return so I didn't have to repeatedly explain my issue with each new tech, only to have them start over with each new line replacement.  I sympathize with your field techs for this broken system that penalizes a tech for a call to the 800 number.  I would have loved it if the same tech came out and just continued from where he left off.  It would have sped things up.  I didn't know that calling the 800 number would mess with their scores.  AT&T is procedurally broken.  If the tech was actually doing something wrong, then they deserve an actual bad mark, but they don't deserve one because a customer called back.

 

I understand that some things aren't easily diagnosed, so I thought I was working with the system to get a faster resolution, but because of the call center brokeness, I gave 5 techs a bad mark or a "repeat" and delayed my actual repair.  AT&T needs to fix its call center.

Re: Why is the UVerse tech support system so broken?

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I wish I could get someone to come out any day of the week, so far the tech has missed 4 of the scheduled appointments. No call, no show that is not the way a business is run. 

I wish I could get someone to come out any day of the week, so far the tech has missed 4 of the scheduled appointments. No call, no show that is not the way a business is run. 

Re: Wh is the UVerse tech support system so broken

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That's horrible. Did you call the 800 number and and just say complaints or customer customer service at the prompt. That's something that should be complained about. There's also that customer care link that you can PM on this web site.
That's horrible. Did you call the 800 number and and just say complaints or customer customer service at the prompt. That's something that should be complained about. There's also that customer care link that you can PM on this web site.

Re: Wh is the UVerse tech support system so broken

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The nvg510 modem that they swapped is no longer ipv6 capable.  I wish I had the old one back with the ipv6 options available.  I was testing ipv6, but now, I can't do it from home anymore.  Smiley Sad  This is a full step backwards.

 

Everything was working before their equipment died at the CO.  The market needs to be opened up again.

The nvg510 modem that they swapped is no longer ipv6 capable.  I wish I had the old one back with the ipv6 options available.  I was testing ipv6, but now, I can't do it from home anymore.  Smiley Sad  This is a full step backwards.

 

Everything was working before their equipment died at the CO.  The market needs to be opened up again.

Re: Wh is the UVerse tech support system so broken

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On a recent call to the call center, the menu was changed to include an option to skip the modem reboot instructions if you've already done it. Finally. It was a waste of 10 minutes to follow those instructions, then call back when I've usually done it twice before I called them. It's a little step closer to getting a live person quicker. There's still more to be done.
On a recent call to the call center, the menu was changed to include an option to skip the modem reboot instructions if you've already done it. Finally. It was a waste of 10 minutes to follow those instructions, then call back when I've usually done it twice before I called them. It's a little step closer to getting a live person quicker. There's still more to be done.

Re: Wh is the UVerse tech support system so broken

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Added my own 70 foot Cat5e Line to extend access to my home, and moved the Broadband modem to a better location.

 

Time it took me and my 12 year old: about 2 hours on Saturday, mostly for pulling cable attaching cable cleanly, with less damage to my drywall than AT&T or Comcast ever did.

Total broadband downtime 5 minutes, because it took that long for the connection to come back up when the cable was quickly swapped.  Ethernet cables come up within seconds when I swapped both ends simultaneously.

 

Where's my promised Fiber Optic connection?  That money went into the pockets of the AT&T executives during the 1990s.

 

Time it would take AT&T:

1 Week minimum for appointment setup.

4 hours to wait at home, either to take off from work or partially work from home.  Most of my appointments showed up at towards the the end of the 4 hours and took about 2-3 hours.

 

Last year's repair likely took 30 hours out of my work week.  The initial problem was their service failing.  The new circuit must have been much more sensitive to the older lines on my home, and they should have known and tested that ahead of time.  They should have that information in the database to just come out and fully fix the line in one visit.  Instead they've wasted just over a month of multiple visits.

 

 

Added my own 70 foot Cat5e Line to extend access to my home, and moved the Broadband modem to a better location.

 

Time it took me and my 12 year old: about 2 hours on Saturday, mostly for pulling cable attaching cable cleanly, with less damage to my drywall than AT&T or Comcast ever did.

Total broadband downtime 5 minutes, because it took that long for the connection to come back up when the cable was quickly swapped.  Ethernet cables come up within seconds when I swapped both ends simultaneously.

 

Where's my promised Fiber Optic connection?  That money went into the pockets of the AT&T executives during the 1990s.

 

Time it would take AT&T:

1 Week minimum for appointment setup.

4 hours to wait at home, either to take off from work or partially work from home.  Most of my appointments showed up at towards the the end of the 4 hours and took about 2-3 hours.

 

Last year's repair likely took 30 hours out of my work week.  The initial problem was their service failing.  The new circuit must have been much more sensitive to the older lines on my home, and they should have known and tested that ahead of time.  They should have that information in the database to just come out and fully fix the line in one visit.  Instead they've wasted just over a month of multiple visits.

 

 

Re: Wh is the UVerse tech support system so broken

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Edited by willchen on Jun 12, 2014 at 10:41:37 AM

AT&T Work line Fiber Optic Service upgrade from 50 Mbps to 100 Mbps. Being the only service in the only commercial building in a 5 block radius, and since AT&T really doesn't want the residential sector to get it, we should be offered at least gigabit speeds.

 

Time taken from Approval to implementation: About 3 Months.

It took 3 Calls to check our existing configuration during the first month.

It took 2 service visits to verify the line and add the newer equipment during the 2nd Month.

They then sent me equipment and told me to wait until the call from he final tech before I could mount it. If I didn't mount it myself, it would likely take another week to schedule another AT&T tech.

After racking it, I then had to schedule another week for downtime for the configuration and circuit swap.

 

Also, why did we need new equipment to handle 100 Mbps? It's the same fiber optic circuit converted to a copper line going to Cisco equipment. 100 Mbps copper lines have been around since the late 90s. Copper Gigabit first came out back then. AT&T could have just toggled the configuration, since 50Mbps should have been a configuration setting. Why are the service calls and visits stretched out so far apart? Why can't they just finish in a week? Why must there be so many calls and visits so many days or even weeks apart? Isn't AT&T's equipment and layout already in the database? Doesn't AT&T keep records? It should not take this long. That entire process could have been streamlined.

 

Another company in the same building wants to start a new line. They were told it's going to take 90 days. We now officially have 2 lines in the building. The old line is supposed to go away, but I haven't been contacted about returning the old equipment. The new company should be able to just reuse that line and split another circuit out from that. It should not take 90 days to get service, when AT&T has already done all the preliminary work.

 

Does AT&T even want new business? Why does it take 90 days? Does AT&T not know how to communicate internally and coordinate properly? That's a very ridiculous time frame to get someone up and running when the line and equipment already exist at the location. AT&T is horrendously inefficient. The fiber optic lines should be opened up to competitors that will actually provide service in a timely manner. AT&T was given tax breaks (basically heavy subsidies) in the 1990s to put them in place. They've recently asked for more tax rebates to actually do the job that they didn't do in the late 90s. That means taxpayers have paid for them twice. The lines should be public. AT&T should not be lobbying to prevent competition.

____________________

EDITED to fix formatting.

AT&T Work line Fiber Optic Service upgrade from 50 Mbps to 100 Mbps. Being the only service in the only commercial building in a 5 block radius, and since AT&T really doesn't want the residential sector to get it, we should be offered at least gigabit speeds.

 

Time taken from Approval to implementation: About 3 Months.

It took 3 Calls to check our existing configuration during the first month.

It took 2 service visits to verify the line and add the newer equipment during the 2nd Month.

They then sent me equipment and told me to wait until the call from he final tech before I could mount it. If I didn't mount it myself, it would likely take another week to schedule another AT&T tech.

After racking it, I then had to schedule another week for downtime for the configuration and circuit swap.

 

Also, why did we need new equipment to handle 100 Mbps? It's the same fiber optic circuit converted to a copper line going to Cisco equipment. 100 Mbps copper lines have been around since the late 90s. Copper Gigabit first came out back then. AT&T could have just toggled the configuration, since 50Mbps should have been a configuration setting. Why are the service calls and visits stretched out so far apart? Why can't they just finish in a week? Why must there be so many calls and visits so many days or even weeks apart? Isn't AT&T's equipment and layout already in the database? Doesn't AT&T keep records? It should not take this long. That entire process could have been streamlined.

 

Another company in the same building wants to start a new line. They were told it's going to take 90 days. We now officially have 2 lines in the building. The old line is supposed to go away, but I haven't been contacted about returning the old equipment. The new company should be able to just reuse that line and split another circuit out from that. It should not take 90 days to get service, when AT&T has already done all the preliminary work.

 

Does AT&T even want new business? Why does it take 90 days? Does AT&T not know how to communicate internally and coordinate properly? That's a very ridiculous time frame to get someone up and running when the line and equipment already exist at the location. AT&T is horrendously inefficient. The fiber optic lines should be opened up to competitors that will actually provide service in a timely manner. AT&T was given tax breaks (basically heavy subsidies) in the 1990s to put them in place. They've recently asked for more tax rebates to actually do the job that they didn't do in the late 90s. That means taxpayers have paid for them twice. The lines should be public. AT&T should not be lobbying to prevent competition.

____________________

EDITED to fix formatting.

Re: Wh is the UVerse tech support system so broken

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http://snltranscripts.jt.org/76/76aphonecompany.phtml 


76a: Lily Tomlin / James Taylor

The Phone Company

 Ernestine.....Lily Tomlin
 Technician in background.....Al Franken


Ernestine: A gracious hello. Here at the Phone Company, we handle eighty-four billion calls a year. Serving everyone from presidents and kings to the scum of the earth. So, we realize that, every so often, you can't get an operator, or for no apparent reason your phone goes out of order, or perhaps you get charged for a call you didn't make. We don't care!

 Watch this... [ she hits buttons maniacally ] We just lost Peoria.

 You see, this phone system consists of a multibillion-dollar matrix of space age technology that is so sophisticated -- [ she hits buttons with her elbows ] even we can't handle it. But that's your problem, isn't it? So, the next time you complain about your phone service, why don't you try using two Dixie cups with a string? We don't care. We don't have to. We're the Phone Company.

____________________

EDITED to fix formatting.


Here's a look back into history.  I wonder if anything's improved.

http://snltranscripts.jt.org/76/76aphonecompany.phtml 


76a: Lily Tomlin / James Taylor

The Phone Company

 Ernestine.....Lily Tomlin
 Technician in background.....Al Franken


Ernestine: A gracious hello. Here at the Phone Company, we handle eighty-four billion calls a year. Serving everyone from presidents and kings to the scum of the earth. So, we realize that, every so often, you can't get an operator, or for no apparent reason your phone goes out of order, or perhaps you get charged for a call you didn't make. We don't care!

 Watch this... [ she hits buttons maniacally ] We just lost Peoria.

 You see, this phone system consists of a multibillion-dollar matrix of space age technology that is so sophisticated -- [ she hits buttons with her elbows ] even we can't handle it. But that's your problem, isn't it? So, the next time you complain about your phone service, why don't you try using two Dixie cups with a string? We don't care. We don't have to. We're the Phone Company.

____________________

EDITED to fix formatting.


Here's a look back into history.  I wonder if anything's improved.

Re: Wh is the UVerse tech support system so broken

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I read with great understanding all of your post.  Substitute Central office or any form of dial tone  for DSL in your post and it fits exactly.  The repair sytem, their IVR, whatever thay call it is way broke.  I have to call them five or six times a day to report lines or circuits and it is the most horrible experience ever.  I waste, spend two or three hours a day reporting and rereporting issues becasue they will close them no problem found.  I have even had our sales rep tell me to quit calling them with issues because it is not required they manage it under the tariffs.  I would rather eat glass than talk to them.  I calculated over a year i spend almost a month, 1/12th of my life, listening to there crap with nothing to show for it.  NOTHING.  I wish they would go under.

I read with great understanding all of your post.  Substitute Central office or any form of dial tone  for DSL in your post and it fits exactly.  The repair sytem, their IVR, whatever thay call it is way broke.  I have to call them five or six times a day to report lines or circuits and it is the most horrible experience ever.  I waste, spend two or three hours a day reporting and rereporting issues becasue they will close them no problem found.  I have even had our sales rep tell me to quit calling them with issues because it is not required they manage it under the tariffs.  I would rather eat glass than talk to them.  I calculated over a year i spend almost a month, 1/12th of my life, listening to there crap with nothing to show for it.  NOTHING.  I wish they would go under.

Re: Wh is the UVerse tech support system so broken

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