Riddle

[Target]

Q. Whats large, unintelligent, and moves to resolve issues with all the speed and grace of a turtle running through peanutbutter?

A. AT&T Cable services!

My cable provider has been DOWN for 5 straight days with no apparent cause or resolution!!! Their techs have told me everything from a failed DHCP server, to hackers. Grrrrr......

My advice to anyone looking into high speed internet access, and who has a choice between AT&T cable or DSL, is to go with the DSL provider instead!

[hd581]

Had the same problem with Mindspring. Cable was down 1 month before it was fixed. Had a horrible time trying to push Mindspring to get the cable company to find a fix; absolutely no communication btwn the 2.

Problem: Part of the system was upgraded one day which made the modem obsolete. A quick test run by a tech on-site (w/ own software) confirmed this. They changed the modem out with a new one and it ran fine. Tell AT&T that might be the problem.

[SoopaStar]

I agree. I have AT&T cable services. My first discovery was NEVER call they 800# for suport. Get the 'ol phone book out and call locally. The 800 people dont care--they aren't the ones getting your money directly. I have also found that the online chat thing works better..for minor questions. When you call their 800# you call can be routed to any of the three or five call centers in the USA.
When we had problems, we called our local company and THEY TOLD US never call the 800#. Funny stuff.
Paul

[socalgal]

Sounds like they're laying some real drag on you. http://sysopt.earthweb.com/forum/frown.gif

I hope the problem/s get resolved soon, Target!

[OuTpaTienT]

I have AT&T @Home also, and I agree they can be a REAL headache. But as long as everything goes smooth, then I'll take cable over DSL anyday!!!!

Supposedly they've been upgrading our cable system around here but I just figured it was rumors (or wishful thinking). But it must be true. For about the past week or so, I've sustained an average of 500-700KiloBytes/sec while d/l from our newsgroups. Prior to this, I was lucky to hit 350KB/sec and usually averaged around 250-300KB/sec.

Maybe they just added another router for my neighborhood. I dunno? But I like it.

[OuTpaTienT]

Oh yeah, almost forgot. Some tips for dealing with @home/at&t:

SS is right about the live online chat with customer service. They are quick to get to you and can handle most service problems. Although probably not your current problem. But this will be helpful for future, hopefully less severe, problems.

When you connect to chat with a representative always choose BILLING. Even if your problems has nothing to do with billing. By choosing BILLING you will be routed to the Denver office. I've found the Denver people to be the most confident and helpful...by a longshot!

If you must make a voice call, then I'd advise to just start asking, politely, for a supervisor. When I let my first cable account get severely past-due (to the point of disconnect), they gave me a migraine trying to get it reconnected. The rep on the phone was perfectly content with having me wait 4-6 weeks until a service tech could come out and possibly reconnect me. But after a short chat with his supervisor I had a tech out the very next day!

Good luck.

Here's where you can chat or email customer service for AT&T/@Home (as well as other means of support).
http://www.athome.att.com/support/

[Target]

Thanks for the sympathy and concern. We're at 6 days now and counting!!!

[Target]

And for those of you curious at all bout the on-line chat version of customer service, the following is a direct transcript (edited for privacy) from my latest conversation with them at 1:25am today. At least no one at their company has mentioned hackers for a few days..... but the help is still worthless in my opinion. They should be thanking their lucky stars that they don't report to me as their boss.


Hello! Welcome to AT&T @Home's Online Customer Support Center. How can I help you?
Michael N has joined this session!

Michael N says, Hello, my name is Mike, how may I help you?

You say, I am wondering what the progress is on getting my domain running again so I can connect via my cable modem. Domain name is xxxxxxx.xx.home.com

You say, its been down since 7/13 at 9:26am

Michael N says, I am sorry, I am not sure what you mean by your domain running again.

You say, the domain name that I am supposed to connect through to get on line

You say, here, maybe this will help, I have a tckt open with you already #3173837

Michael N says, ok thank you, just a moment, please.

Michael N says, I do apologize, xxxxx. I am showing we are still working on the outage in your area.

You say, grrrrrr

You say, 6 days is a little out of line would you agree?

You say, can I ask just what it is that your techs are still working on?

Michael N says, 6 days is a long time, I do apologize.

You say, has anyone specified yet what the problem is or is it still a guessing game?

Michael N says, I am showing that we are working on the issue, but it does not state what they are working on.

You say, so bascially we as customers are supposed to just wait then?

Michael N says, We are currently on the issue, but do not have an etr as of yet. I do apologize.

You say, well thanks Michael. sorry to have a tone with you, but I am sure you can imagine my frustration

Michael N says, no problem and I hope it is fixed soon

Michael N says, Is there anything else I can help you with?

You say, Does AT&T have any sort of service level agreement that you are aware of? Is one filed with our city who granted you the francise or with the FCC?

Michael N says, I am sure there is otherwise we would not be able to have the service in your area.

Michael N says, However I do not have any details for it.

You say, thats fine, I am sure that our Mayors office will have it, or I will contact the FCC for a copy to review. Thank you

Michael N says, sure

Michael N says, Thank you for using AT&T @home. Have a good night.

You say, good day

[OuTpaTienT]

I know what you're going through. No really! I do. Here, I'll prove it:
_____________________________________________
Hello! Welcome to AT&T @Home's Online Customer Support Center. How can I help you?
Ineko K has joined this session!

Ineko K says, Hi! How may I help you?

You say, Hi, I'm not very happy with you guys. The connection has been utter **** all night long!

(quite a bit of time passes here.....)

You say, I know it's a lot to ask, but ANY type of response would be the curtious thing about now...

Ineko K says, I apologize. Let me bring up your account. Is xxxxxxx your primary log in name?

Ineko K says, Ok, your primary log in name is xxxxxxx. Is this Mr. xxxxx? I will check into your area right now.

You say, That's me.

(quite a bit more time passes......)

You say, Well, in the time you've been gone my pings have gone from 75+% packet loss to back to normal. What'd you do? Kick it?

Connecting to server. Please wait...
Connected to support.tci.net
Hello! Welcome to AT&T @Home's Online Customer Support Center. How can I help you?

Todd W has joined this session!
Todd W says, Hello

You say, I just lost a connection to Ineko K.

Todd W says, Sorry about that I can send you back

You say, Don't know, CAN you? 8^)

Todd W says, Sure

Todd W says, I mean, did you want me to help you or send you to Ineko?

You say, is he there at your location?

Todd W says, yes she is around and I sit next to her but she just went on break for 15 minutes
Todd W says, I can help you if you like or you can wait for her

You say, uh, she was SUPPOSED to be assisting me...she went on break, really? You guys are too much!!!!

Todd W says, sorry. I think the connection was geniuinely broken
Todd W says, she didn't boot you to go on break
Todd W says, it does happen sometimes
Todd W says, she is very nice and woudl not do that
Todd W says, we can get fired for it as we have records of disconnects

You say, sure, I believe we lost the connect, but it only took about 15 seconds to regain it

Todd W says, sometimes the system gets booted is all

You say, anyways, my situation seems to have stabled. thanks for offering but I'll contact you guys again if needed. later, bye
____________________________________________

See? I do KNOW what you're going through...hang in there. http://sysopt.earthweb.com/forum/wink.gifuT

[Wiz]

Anti-@home's webiste (http://www.allidiots.com/anti.html)

You might not wanna go there if you dont like some profanitity

[narayan]

TODAY CompuServe.
On hold for 20+ minutes.

CS: Thanks you.....How may I help you?

Me: I can't connect today, is there something wrong?

CS: I can't help you, I'll have to transfer you to Tech Support.

(NOTE: I knew what the problem was, It just happens sometimes because CS sucks. I just wanted to rattle a cage. http://sysopt.earthweb.com/forum/smile.gif)

Me: Well, this is customer service, isn't it? Can you tell me if there's a problem with your service today?

CS: I apologize. Here is the number for Technical Support.

Me: Ok. And another thing, a 20 minute wait is frustrating and totally un-acceptable for any business.

CS: I apologize but we are currently working on that.

Me: It's been this way for over a year, and your answering machine says that you are adding personnell daily.

CS: I apologize. (at this point she sounds like a robot with pre-programmed responses.)

Me: Don't apologize, just fix it.

CS: I apologize (no kidding) sir, I know it is frustrating sometimes.

Me: (at this point, I have a feeling of hopelessness) Ok. Please tell someone.

CS: I will sir.

blah, blah, blah...

[DrCorvette]

In my field, the rep "Michael N." is using "canned" replies. Recorded "I'm so sorry's" to make the tech's response faster, I would not be suprised if they are responding to more than one call at a time with half-witted, computer generated and disinterested dialogue like that. so sorry Target, hope you get it going soon.. DrVette

[OuTpaTienT]

I'm certain they are dealing with more than one customer at a time. Either that or they're playing poker on the side.

And they definitely use canned responses and must stick to certain rules. For example, before they terminate a session they must say "Is there anything else I can help you with?", even if you just told them to go jump in a lake, they'll say "Is there anything else I can help you with?". (you don't see that in my session because I bailed before he had a chance to say it.)

[wyvrn]

I have worked in call centers for a couple of years. Usually it starts out pleasant, there are breaks between calls and the customers are nice. However, eventually the call volume will catch up to and pass the amount of techs available. AT Swbell, we had at least 40-100 calls on hold solid every day I worked their. It is not the techs fault, but the company's for not hiring to suit demand.

My frustration today:

I called my financial aid office at TAMU, and got a busy signal. Well actually I have been getting busy signals all week, all times of day, even when I call 20 times. Finally found out through the operator that the Financial Aid office has 2 lines. Wouldn't you know it, the second rings and rings and rings but nobody answers, regardless of time of day or how many times I try. This is totally pointless.

I think most call centers and customer support lines are plagued with many problems. It is a shame that businesses do not care enough about their customers to really do anything about it. Profit margin is what matters most.

[Target]

7 days down and counting...... remember this example when you have a choice between DSL and AT&T Cable modem service.

[Ygor]

Another problem with call-in customer service centers is that many of the customer service people who genuinely want to help you are not empowered to do so. Unless they are given the ability (by management) to get a service call in on an earlier {priority) basis they are stuck with telling you what their screen gives them. This is why a supervisor should take a call that gets an unreasonable response time.

Unfortunately, most of telephone CS management rewards those who get you off their line the fastest, whether you've been helped or not. It's just numbers, cost per call to them.

Yes, some sound like robots with just the bare minimum knowledge to answer a call and parrot a script. Usually if that gets them to the next call (or call-back due to an inadequate response) faster, managements will reward them for their cost-efficient numbers. It looks good on paper.

Keep in mind that if they really understand the terms, they are more likely to be in the field rather than on the phones in an office. Many of those they routinely talk to may put up with delays due to some sort of fear of technology most of us who frequent SysOpt don't have.

[Iamtheway]

Just curious, what area are you in? I was out for five days (Chicago) from last Monday to Friday. When the service finally did get back up, I couldn't get on the internet. I called and they told me the DHCP server was down and should be back in working order within a few hours. All I had to do was set a static IP with all the other goodies (DNS, Gateway, etc...) and I was able to get on fine as the only thing the DHCP server is really used for (or as far as I can gather in this instance) is assigning all of this info when you log on to the network. The best part of their crappy customer service in the field stems from the fact that there are three companies in a one company situation. Basically the installation is done by an outside contractor and these are also the guys who come out on the service calls. So essentially what happens is you call to see why you're connection isn't working, @Home (the first company) tells you they will send out someone. You wait a week, best case scenario, and out comes the contractors (the second company). Of course they have no business or need coming out because all they do is look at the connection, measure a few signals, and say "yep it isn't working!!!" and make a line call which takes about another week (they used to do the line calls on the spot, but apparently AT&T want to put their unqualified hands further into the business). Then the AT&T guys come out and either screw things up further or get lucky and fix it.
My fav scenario was when they came out to do the install, there was no signal from the pole. I had to wait another week to get someone out to check the signal (I actually had to call back @Home personally to make this appointment after being told I wouldn't have to). Then when they came out the dude tells me "I'm here to see why it's not working, but if I get it working I'm not going to install it today, you have to call for an appointment to do that". Finally after the third time, the contractors did the install.
Just an example of their stupidity: My buddy spent the last week down and AT&T insisted it was the entire node and probably the headend that went down (even though of course they could trace the signal to the pole outside of his house and no further). After several calls on his behalf and them telling him they were out working at his pole on more than one occasion, they finally figured out the reason he couldn't get it to go was because the cable company put a filter block on his line thinking his was illegal cable. The reason they thought this was because some moron forgot to put the "official Red Tag" on his connection outside at the pole. Gotta love these guys!!!!!!! Good luck getting that back up.

[Target]

Well, the saga is over I guess for now. Got back up this evening. Down time began 7/13 at 9:30am, and FINALLY came back on line 7/21 at 10:30pm.

Had to set a static IP though to get back on line.

Still, I think that this level (or lack of) service is deplorable!!

Thanks everyone for sharing advice and empathy.