Review by wolfy2u  - Location: Anaheim,Orange,CA
- Cost Contract price not specified.
 AT&T
Good "Half of the agents/reps/techs are top notch, customer service oriented and helpful"
Bad "Half of the agents/reps/techs are half-rate slackers who are far from helpful"
Overall "**use with caution**"
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(ratings match consensus)
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My most recent "nightmare" that 'struck me'......Started noticing internet slowing, then dropping connection all together. On & off, randomly, progressively worsening until no longer useful. I checked all of my equipment thoroughly* first before calling customer support. (I emphasize thoroughly because calling them is usually a minimum of an hour out of the day. The longest call was just over two hours. You have to tell your story basically, from the beginning to date, over and over each time they transfer you to "someone who can help you with that") All of my equipment seemed fine. They "ran some tests on their end" while I was on the phone with them and determined the problem to be my dsl wireless modem. I got it from them when I signed with them exactly two years ago. They said "those modems are failing a lot in the field. Would you like to purchase another one?" ****SIDE NOTE**** AS I'M WRITING THIS, THEY CALLED TO TELL ME MY SERVICE WILL BE INTERRUPTED FOR THE NEXT 30-45 MINS. SO ALL THIS WILL BE LOST MOST LIKELY**** The price for a new dsl modem was $100. After installation, same problem still present. Another hour long call to conclude that the dsl filter was now the cause. The second modem didn't come with a replacement so I used the original. They were sure that was the cause. Five bucks. After installation, same problem still present. Yet another hour plus phone call for them to say "before we send someone out at a cost to you, we recommend you replace the line from the modem to the wall plate. Those and the line filters need to be replaced every year like your home light bulbs." I refused to accept this and insisted they send someone out. At that point they said "it isn't a problem with dsl dept., it's your phone line so we need to send someone out" (at my expense). I live in a townhome community and access to my POP (point of penetration) was locked. While I tracked down a maintenance guy, the field tech was using his gadgets at nearby common junctions in the complex and located my line. Tested it back to my wall connection, no problems. Ran a test the other way and found there to be a digital cross-connect issue at their central operating facility. Someone would have to walk out and locate my cross-connect relay and push it's reset button and my service will be back up. In three to four hours. That time frame expired last night at 6pm pst. The field rep was nice enough to give me his direct # so I called him this time. He checked into it and called me back with the message (inserted above) and no explanation for the delay. I know it wasn't his fault and he said they (facility tech) offered no reason for the delay, just that it would be done. All along, the problem was on their end. Now, wish me luck with getting my service that I have been paying for working properly AND with getting AT&T to compensate for the down time, the wasted hours on the phone and the cost of the new equipment that they were certain was the problem.
Fair warning: reviewer joined this month
lodged 11 days ago
Comments:
 | | Warning Warning there is no reset button to be pushed.Digital cross connects are just that....it all electronic programming | |
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