said by DyerUser:Still on hold, after talking to 7 different agents this morning.
Can anyone suggest who I should speak to or what I need to say to get the Business class service I have been paying for since 2003 or 2004?
Here's the saga so far this morning after over 2.5 hours on the phone:
Called billing just after 7am. Took about 25 or 30 minutes to speak with someone. They listened to my issue and put me on hold while they checked some things. After a number of minutes on hold, they agreed that I had a business class DSL account and that was what their systems showed. She had indicated she was transferring me to the business department to straighten out any confusion in the systems that she could not see. There was another 10 minutes of alternating brief hold music followed by absolute silence which repeated a few times finally terminating in an advertising message for an 800 number to call to compare home mortgage rates and a disconnect.
Called back in. Spoke with an agent within about 10 minutes this time. That agent took same information and again put me on hold after hearing my issue. About 5 minutes after that, I was back into the beginning of the AT&T help queue asking if the number I was calling from was the number I was calling about.
About 10 minutes later, spoke with yet another customer service agent, who gave me an 800 number for the business support line and then transferred me to that line. That put me back in the AT&T queue asking about the number I was calling about.
I waited on the line, just to make certain that I was not giving up my place in line on business support. After another 20 minutes on hold, I got to residential support.
Figuring it was the phone number I was typing in that was dropping me into the residential queue no matter what number I dialed, I re-called AT&T, indicated I had no phone number, did not know the zip code where I wanted new service and that ultimately, I was a business.
That finally got me to the business queue, who could not pull up any information on my account, because it was residential.
He indicated that I had a residential class DSL account. He could set me up with a business class U-Verse account, which I indicated I did not want because I cannot tie all the static IPs to a single MAC address on U-Verse.
So, he forwarded me to business DSL support, even though it seemed like the generic tech support.
I explained the issue to "Marie" who indicated I should talk to Billing.
When I insisted that I had spoken with Billing and they had directed me to her, she put me on hold to speak with a supervisor.
She returned after about 5 minutes and suggested I really needed to talk to a different department because they could not change anything. I asked to speak to a tier 2 tech and asked for a ticket number. She indicated she would give me one and put me on hold.
After about 3 more minutes, I was in a hold queue with a recorded voice saying "Please Wait!" every few seconds. "Marie" never gave me a ticket/support number, but did get me to a customer service rep called Tara who said she could help.
Initially Tara indicated she was seeing that I was paying for business class DSL and then placed me on hold.
She tried to sell me a Residential U-Verse account and when I indicated I wanted the Business DSL I was paying for, she said I was subject to the limit, but after some back and forth, she said I had to talk to the Business Billing department. I asked for a trouble ticket number, which she said she could not provide because she could not help with the issue. I asked to speak to a supervisor.
She came back after a few minutes and indicated she was going to transfer me to the business department and stay on the line with me when I spoke with them, and then placed me on hold. Tara did jump in a few times during the hold to indicate she was still with me, but ultimately after 20 minutes or so indicated she could not remain on hold with me.
30 minutes after that, I am still on hold.
If you call them again the best luck I've had getting through to someone that could actually help was by pressing 0 then selecting the option to "cancel" service which transfers me to the cancellations department that can do just about anything I guess. This works for 800-288-2020, and 800-321-2000.
