NOW, I've have something to say SWBELL/SBC/DSL in AT&T Southwest http://www.dslreports.com/forum/r10791405 en Sun, 29 Nov 2009 21:24:27 EDT Sun, 29 Nov 2009 21:24:27 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,11072028 markrubi : what gets me is they try to upsell you on the same stuff you declined in prior calls. IE dish network, cell phone etc... I have called for the past 3 months in a row to get them to stop over charging me for my DSL. I ordered Pro package couldnt get it due to being too far out, but had I not checked my speed they would have left me right there paying more than I should have. If they know I can't get higher than 1.3Mbps then they should tell you upfront. I'm sorry, but you are 11,000 wire feet from the RT, or CO. As for the India deal my previous employer sent my dept over there, but it's since been moved back to USA Utah. I won't say what online service this was. If I get someone somewhere other than right here in the USA I hang up. I'm not wasting my time with them. I know people who have been sent to India to train people then when they come back to work here they got walked. Trained themselves right out of a job. It's all about the $$$$. Don't give them any and maybe they will quit sending jobs offshore. ]]> http://www.dslreports.com/forum/remark,11072028 Mon, 16 Aug 2004 22:08:21 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,11069638 anon : RR is the same lol - I had CM for a few years before switching to DSL and recently to 6mb.

twylight]]> http://www.dslreports.com/forum/remark,11069638 Mon, 16 Aug 2004 18:00:24 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10963113 Ca1avera : 10 more months and I will be making friends with RR. By the way... they ended all my calls with offering me the Dish Network crap... bastards have no shame!!]]> http://www.dslreports.com/forum/remark,10963113 Wed, 04 Aug 2004 17:36:06 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10962966 DaSneaky1D : They called your bluff, that's all. It doesn't matter that you removed all that service from your phone...you're still a customer, a statistic. If you were really fed up, you would have paid the early term fee. If you have at least 5 months left on your contract, you're going to end up paying more than the term fee.

Owned!
--
] :: my trivial ramblings :: []]> http://www.dslreports.com/forum/remark,10962966 Wed, 04 Aug 2004 17:14:22 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10962709 Ca1avera : I had a nightmare experience with SBC about a month or two ago. Besides the foreign tech support this is what is really bothersome to me. Everytime I mention that I would just cancel the DSL service and go with RR if my issue was not solve - they would immediately start the cancellation process and remind me of the $200 early termination of the contract penalty fee. WTF happen to customer retention??!!?? So I stripped all my phone line services (did not want to pay the $200 fee)and now I pay $50 a month instead of the usual $120 a month - I now use packet8 as my everyday phone for $20. ]]> http://www.dslreports.com/forum/remark,10962709 Wed, 04 Aug 2004 16:48:03 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10958027 hawki54 : I agree but don't count on SBC changing their tune on the scripts , it would also be nice if SBC would America to work instead of other countries. That's probably more wishful thinking]]> http://www.dslreports.com/forum/remark,10958027 Wed, 04 Aug 2004 03:43:33 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10915606 psalms 139 : omg, this is all too true about sbc.
I dropped all their services after a 4 month bout of having to call and call again after accidental disconnects, but not so sure they were accidental:(
Every time I would get a foreigner that I could not understand and they would transfer me 4 or 5 times, most times to the WRONG department.
I am SO glad I'm rid of them.
I had so much trouble. Once I even started crying:mad: I got so mad...
Good riddance for good reason]]> http://www.dslreports.com/forum/remark,10915606 Fri, 30 Jul 2004 07:44:42 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10913370 richwohl : Your right,

Being rude does not help. The problem is that being nice doesn't help either. I was very nice when posting into SBC direct forum's, but nothing was done about the problem and did not get much response. When customers scream at you techs ( by the way, I'm a unix admin/network ops guy so I'm a tech myself ) its not personal. Its our frustration because we are paying for a service that's not being delivered. What's worse is that I am signed into a 1yr contract that I will probably get screwed on because the contract is written in such a way to make it almost impossible to get out of even though the services are not being met by SBC. I would love to send nasty grams at the truly deserving idiots at the top of SBC, but I don't know who to send it to. Right now, my only outlet is here and my hopes are that the techs here pass on the word to the higher ups at SBC that the customer base is not happy. After being with SBC DSL for 3 yrs I'm now on charter and quite happy with the service(granted I've only had it for 2 hours but man is it fast ;). Unfortunately, SBC is probably going to lose more customers before upper management realizes their mistakes and starts to take corrective action. Hopefully this happens before they start laying you guys off. Good Luck]]> http://www.dslreports.com/forum/remark,10913370 Thu, 29 Jul 2004 22:41:40 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10909622 Nowyn : "I've heard SBC support personell complain that they don't have the tools to properly support us. I say 'NOT MY PROBLEM'. I pay for a service and you fail to deliver support when the service is not working correctly."

..... uh yea. It is your problem if they dont have the tools to properly support you, then how can they fix your issue? If something is broke for the tech, then its not his fault and being rude does nothing but turns him/her off for you. Its the SBC structure thats set in place, you have upper level management making decisions on scripts and policies while having never dealt with any customer related issues and it all comes out wrong. The tech can only deal with what their given.]]> http://www.dslreports.com/forum/remark,10909622 Thu, 29 Jul 2004 15:47:15 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10905721 anon : I am sorry .....

Ya know we hate saying this crap as much as you hate hearing it. If the powers that be would concentrate as much on the actually fixing your issues, as they do pounding their stupid scripts into our heads, we would all be happier! I cannot tell you the last time we had training on a tech issue, but I can sure tell you when they last brainwashed us on opening and closing scripts. Why don't you the clients call, write or pound on the doors of sbc and complain on how inconvenient it is for you to sit through this silly crap!]]> http://www.dslreports.com/forum/remark,10905721 Thu, 29 Jul 2004 07:33:37 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10898307 richwohl : Well, I'm bailing. After being out of service since Sunday and my sync bouncing like a yo-yo the last month and dealing with crappy SBC support which is a complete waste of time I finally called charter. They are coming out tommorrow to install service. I've been in the tech field for 15 years and even began my career in a help-desk job so I've seen both sides of the fence. I've have never seen such horrible customer support as SBC. I've heard SBC support personell complain that they don't have the tools to properly support us. I say 'NOT MY PROBLEM'. I pay for a service and you fail to deliver support when the service is not working correctly. I even go through the extra work of connecting to the NID to insure its not on my end of the connection and you still fail to fix the problem. Its pathetic and fortunately something I don't have to live with since I have an alternative in my area. ]]> http://www.dslreports.com/forum/remark,10898307 Wed, 28 Jul 2004 12:03:18 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10897441 Jazzgirl : I do exactly as you suggest reiher95. I pretend I'm doing it! SBC tech non-support has become the worst ever. It is awful that it takes at least 30 minutes for them to fill out the ticket. SBC might be saving money on the short end but I bet if people start bailing and they start losing subscriptions they might rethink how they're doing this. It sucks eggs big time!]]> http://www.dslreports.com/forum/remark,10897441 Wed, 28 Jul 2004 10:17:58 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10890093 jm :
said by unclebob See Profile:
Then once you get through, everything you say merits an apology. I am sorry for the inconvenience in front of every damn sentence they say.
I've had customers start off the call by saying I dont want to hear the apologies. They weren't being rude or anything, just didn't want to hear the stupid apologies that we are required to give.]]> http://www.dslreports.com/forum/remark,10890093 Tue, 27 Jul 2004 15:35:04 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10889987 unclebob : I think what I hate most of all is all the bowing and the cutsy stuff you have to endure.

First is that freaking voice attendant you get when you dial in. The one with the female voice which tries to behave as though there was a real person sitting there.

Then once you get through, everything you say merits an apology. I am sorry for the inconvenience in front of every damn sentence they say.

I finally got through once by being rude and asking for someone who speaks English as their native language.]]> http://www.dslreports.com/forum/remark,10889987 Tue, 27 Jul 2004 15:24:35 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10880685 creedrulz : Here is a new one. I called today to get my price plan changed. of course I got put on hold and while on hold I was intercepting phone calls to India. No body was happy with who they were talking to. One woman just hung up on him. Then I got disconnected.]]> http://www.dslreports.com/forum/remark,10880685 Mon, 26 Jul 2004 17:03:00 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10877489 richwohl : I feel your pain man. I've been through the same bullsh**t scenario too many times. Right now, my SNR on my line is 6db and completely useless. I've done everything to verify its on their end all the way up to taking my laptop and modem outside and connecting into the NID to make sure it was on their end. I posted into the SBCdirect forums here and have had no luck getting a tech on site to troubleshoot the problem. At least the techs here look at the line. Unfornunately, no one fixes the problem so I'm SOL. I'm so fed up I'm having charter give me a call to get info on going with cable instead of DSL. Probably won't be perfect either, but maybe it will at least friggin work!]]> http://www.dslreports.com/forum/remark,10877489 Mon, 26 Jul 2004 10:41:07 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10876756 Cybertoad : As for SBC's DSL service, I love it and wouldn't go
with anything else unless I absolutely had to.

Now speaking from a technical support perspective,
you are 100% absolutely correct -- it "sucks"!

While the DSL service itself is great, the support for it
is less than pitiful and now the support representatives
even tell you that to be so with a standard greeting of
"How can I help you with your most pitiful DSL today?".
(I've actually gotten that greeting twice)

Even before transferring the bulk of support calls to
India, SBC's support was very poor filled with a lot
of incompetent people who shouldn't be in a technical
support job because they don't have the slightest
understanding or background knowledge in the DSL
they are trying to support.

There are a few good techs but buy and far, the vast
majority of SBC techs are technical morons for lack
of a better word to describe.

The one good redeeming thing that makes it all worthwhile
is that this forum community has the highest concentration
of knowledgeable techs in one place and thus the SBC support
here at DSLReports is where you want to go if you need
any help with your SBC DSL account. Don't bother calling
the telephone support.]]> http://www.dslreports.com/forum/remark,10876756 Mon, 26 Jul 2004 08:39:36 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10874047 meff : Hmm, also sometimes demanding to get to tier 2 works.. Especially if you say something like "*some name*, a tier 2 tech, told me to call back and ask to be transferred to tier 2 if I was having this problem again.."

Or, maybe my wife is just good at talking to people ;)]]> http://www.dslreports.com/forum/remark,10874047 Sun, 25 Jul 2004 21:12:15 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10872452 reiher95 : kungfu78, I'm still laughing about your post. You nailed it! The sad thing is, you've obviously gone through this so many times, you have the script memorized.

Just a tip to everyone else who goes through this trying to get to level 2 support . . . pretend to do what they tell you. As they ask you to do it, tell them you've deleted your internet files, deleted all cookies, unhooked your router and connected directly, and so on. Also, tell them that before you called, you disconnected every phone, satellite receiver, or anything that connects to the phone line. Save yourself the trouble and humor them. It's the quickest way I know to get to level 2.]]> http://www.dslreports.com/forum/remark,10872452 Sun, 25 Jul 2004 17:10:40 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10871191 Hos1234 : It is frustrating, I spent an hour and a half, trying to tell them the problem was not on my end. She (phone tech) kept trying to get me to create a new profile. Now this is after I told her that I had changed modems and cat5 cables out on two different computers and still no browsing. I had a green light on dsl but that's it. Could not ping or do a tracert. "But no sir I can ping your IP address so it must be on your end." Finally after an hour of keeping my patience, she transferred me to a level two tech. The transfer took 15mins. within 5mins of talking to him he reset my switchboard on their end and I was back up and running, the thing had locked up. Now the dsl locked up in the middle of updating a clients computer and I had to start all over again, so that was extremely frustrating, I did learn along time ago to get name and employee numbers when dealing with people at SBC though, that is the first question out of my mouth. that way I have a record of who I talked to and at what time. Hopefully SBC will get the message as their customers slowly move away.]]> http://www.dslreports.com/forum/remark,10871191 Sun, 25 Jul 2004 13:42:09 EDT Just an UPDATE http://www.dslreports.com/forum/remark,10870784 whocares : hello all,July 25th "kungfu78" & to all in the past WHENEVER I called to sbc tech support, I WOULD give my #,not even wait for the questions, yes your talking to,yes this is a good # to call me back on, and I NEED TO SPEAK to a teier 2 tech, and YOU weren't magically disconnected you WERE JUNG UP ON, when called back the so called tech's will tell you ""its YOUR isp,its your computer,its your modem, NEVER is it their fault or that they hung up on you,,,that WAS & IS IN THE PAST,
NOW (update) i don't even bother to call them,except to find out if a problem in our area.I either come here &as, or if i can't access the internet..
then its's
BY GOSSSSSSSSSSSSSH I'LL FIX YA,
I'll FFFFFFFFFFFFFFFFFF DISK you, (format computer)
which i haven't had to do since I quit talking or dealing with the over sea's personal.as i found out most are reading from a script,and have no idea what a computer does or
what the
"'thing a ma jig does when I pust the button and that "what's ya ma calls its go whoosh & pop big zap" and the screen has all these pretty cloros on it.
I like DSL/SWBELL products,( if i didn't i wouldn't spend $125.00-low to 185.00-high per month,,no not a business) or have every option I can get) but really turn against their overseas support help.."jaz"]]> http://www.dslreports.com/forum/remark,10870784 Sun, 25 Jul 2004 12:38:08 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10835948 jm :
said by kungfu78 See Profile:

"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---

"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
--------------------------
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
All the above is scripted and required on each call, if any of it is not done, and the agent is being monitored, then they fail. I agree 100%, it is a pain in the a**. I never do any of the opening by script, unless I know I am being monitored. I also don't follow the stupid Call Flows.

Obviously most scripted agents don't think outside of the box, and pick the wrong Call Flow to follow, that is why they have you do those completley unnecessary troubleshooting steps.]]> http://www.dslreports.com/forum/remark,10835948 Wed, 21 Jul 2004 10:16:51 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10834708 kungfu78 : I forgot to mention that out of 3 calls to an Indian Tech support person, I got magically "disconnected" 2 times and had to call back after going through about 30 minutes of bullsh*t.

I guess 33% "success" rate isn't bad.

and when I say "success," i mean not getting hung up on.]]> http://www.dslreports.com/forum/remark,10834708 Wed, 21 Jul 2004 04:22:18 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10834679 kungfu78 : Here's my experience with the phone tech support:

"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---

I proceed to tell the tech support person that my DSL modem is losing sync every minute; the DSL light blinks red, then green, then solid green, then loops.

"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100

"what operating system are you using"
windowx xp.

"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.

"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."

I've already done this about a million times already today, I called tech support 3 times already today and I need for someone to test my line. The problem is not in my internet explorer.

"Ok, sir, open up internet explorer and go to tools/internet options and delete your internet files"

Can you not just check my line or modem logs and see the connection instability? The modem will not lock on.

"I'm sorry sir, we do not have the ability to run such tests on your modem. We cannot access it."

"WHere is the modem located?"

kitchen counter next to the phone jack.

"Is there any filter on the phone line?"
Yes, there is one DSL filter on the line.

"You're not supposed to have any filters on the line, that is causing your problem"

Um, this is the dsl filter that came with the kit, and it said in the instructions to use a filter. The filter is connected to the wall and it splits to my modem and my phone.

"...Is the dsl line on the 'right' side of the splitter?"

Um, yes. The splitter is on the right....The splitter is labeled and says 'phone' and 'dsl' so I know I have it connected properly..

So there's nothing you can do to fix this problem?

"I can transfer you to a line technician. They will be able to fix your problem."

Thank you.

Silence.

So what are you doing now?

"I'm documenting this call, i apologize for the wait, it will just be one moment"

Silence.

Can you just transfer me to the line tech now?

"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"

Silence.

How much longer is it going to take?

Silence.

Click. Click. "If you'd like to make a call, please hang up and try again."

I was waiting for the phone tech to "prepare the documentation" and "open the trouble ticket" for at LEAST 10 minutes. The total time on the phone was about 35 minutes of mindless script-reading.

The sad thing is, I had to call them several times that same day and of course, each time it was someone in India.
Every call went the same way. I don't think they know how to use a computer because it seems like they type 5 words per minute and that's why I had to wait soooooo long after all the script-reading was done in order to get a line tech. Finally, I Just called billing and they transferred me to an American tech who knew what he was doing and the same day I had a technician visit.

The problem ending up being a bad modem. He swapped it out and everything's been good ever since.]]> http://www.dslreports.com/forum/remark,10834679 Wed, 21 Jul 2004 04:10:16 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10831677 zavala8 : They need to improve everything about DSL.LOL!!]]> http://www.dslreports.com/forum/remark,10831677 Tue, 20 Jul 2004 20:21:39 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10792552 whocares : Unforunately yes "david", most of the phone "'so called" techs, are they are reading from a text book, & have no idea what they are readingmost of their info is questionable, or worst as i found out their info is over a year old,(when recommending a tech repair facility)well IF, "'IF"' IF"'someone in customer service at SBC,reads this maybe ,maybe you can either pass this post along or get better help, (unforunately there are about 2 yrs left on this sub help contract0 maybe somehow or way SBC can get out of that contract when they start seeing customers leaving for other isp's,"a customer""for now untill ??? "jazzy"]]> http://www.dslreports.com/forum/remark,10792552 Fri, 16 Jul 2004 11:27:28 EDT Re: NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10791860 anon : I agree with you. The telephone tech support is worse than useless. I have gotten my problems resolved through this forum, but the result of calling the tech support number was, for me, frusration and confusion.

The problem with telephone tech support is NOT language, it is the ignorance of the tech support people.]]> http://www.dslreports.com/forum/remark,10791860 Fri, 16 Jul 2004 10:01:37 EDT NOW, I've have something to say SWBELL/SBC/DSL http://www.dslreports.com/forum/remark,10791405 whocares : SBC so you understand the situation, SWBELL,SBC has me down as a "'preferred customer",
(meaning i spend a lot of $$$$ with SWBell/SBC on average-NO BUSINESS-just a private residant-about $150.00 a month,(ie EVERY OPTION except dishtv,) IF SWBELL,SBC didn't have something I like I would leave them in a minute-contract or no contract..
PROBLEM,(WHOEVER's idea it was) when your dsl phone tech was moved oversea's to India, pakisstan or bum---Eygpt) while it may help SWbell/SBC increase their profits, IT IS MAKING a lot of customers VERY UNHAPPY(A LOT OF BAD Public relations)when phone/online tech is requested ""MOST" of the phobe tech
#1,have no idea about computers,or dsl,and GUESS as to a problem cure,
#2, IF they don't understand or DON'T KNOW, they will not ask for help or they don't let the customer know "'I DON'T KNOW"", (it's no crime to say I don't know)
#3, IF they don't know they sit there on line & either ignor you or "'all of a sudden your disconnected""
THE FINAL STRAW CAME YESTERDAY
#4, Dsl service was out in our area, (line was cit by a contractor,ok) but when I call or contacted
2 different dsl reps, and asked/ explained
I also have a dial modem in my computer,(though never used)
I ASKED how do i set up MY dial up modem & used it while dsl is out

1st "'supposedly"TECH says"""'you have to contact dsl for that support"",(my reply I thought i was talking to DSL)
she gave me the 1-877 #,which I have,

2nd tech, REPLIED,""we can help with software issue, but we cannot help with this issue, & proceeded to give me the 1-877 # again,
I FINALLY (in frustration) went to start help & looked up dial up help)

IN CLOSEING SWBELL/SBC I am sure that there is ANOTHER COMPANY that would very happy to provide me with phone service, internet connections, long distance, & I will have my cingular service taken off of my phone bill & billed separtately,
but UNTIL DSL improvES it PHONE TECH help, your going to loose more & more customers every month!!!!!!!!!!!!!"JAZZY1120
P.S.while there "'MAY' be some language barrier it is NOT bad enought that neither party can be mis understood by the other party.
]]> http://www.dslreports.com/forum/remark,10791405 Fri, 16 Jul 2004 08:55:48 EDT