|reply to maestro7 |
Re: Watch the editorial bias, please.
I agree that there is often bias in news. Perhaps often is better said 'almost always' (if not 'always'). That's unfortunately how it goes. To be fair, I have a few issues with AT&T but only one is a problem and it's more like just an inconvenience.
Perhaps writing this is a bit of a waste of time but if it helps anyone, then so be it. There's some things you can do to make it easier to deal with them (by a lot). See the part that starts with Suggestion (below).
To those who suggest that AT&T authorizes speed profile 'scams' and such:
Until recent times I could only get 1.5Mbps. I've been on 3.0Mbps for 2-3 years. But not only does their database say I can't get anything faster, I have had techs tell me that it would be better at 1.5Mbps. And I couldn't get Uverse until this year (middle of the year). And indeed still only 3.0Mbps.
Suggestion: You should always ask for the name AND (in the case of AT&T, at least) userid of each and every employee you're talking to on the phone (say, when ordering something or getting help). Write it down and include the time and date. Then, if they actually do say you can get faster than you can and you find out, here's a thought: report them to the company. On the other hand some of them aren't as 'bright' as others and do not understand things as well (technical or otherwise). There's also been database issues (hence why they can do further tests to see what your location can really sync to). And as for those who know enough to even understand speed profiles, if you're not testing the line fairly soon, then you're part of the problem too.
Rather than complain (only) about any issues you should do something about it. Like, say ask for the userid and name (as I suggested above). That is the best way to work with them. It's also helpful to have your own records on these types of things. If you don't ask for that and you don't even know what time/day a certain event happens, how can they really just believe you? Not only could it be a misunderstanding of the customer and employee, it could be any other of things that aren't so malignant as you may believe. It would be bad for them to just take your complaint and then fire the person. They'd have a lawsuit on them for one thing, and it's not even right (and isn't that something some say they are guilty of - wrong doing?).
Basically, rather than fight them or even be rude, you should be professional. I get it how annoying they can be with some things (and any other company even). I have had tier2 support drive me up the wall. Example: I wanted them to unblock port 25 and they told me port 25 isn't the right port (I actually said smtp in addition because that's what their program shows as far as I'm aware). They told me repeatedly I should be using a different port. Yeah, if I wanted to use _their_ mail server. Obviously I wasn't talking about that. So after however many minutes of time lost I asked to be connected to someone who could help (since they weren't able to). Better to be transferred than having to call over and confirm account and such all over again. But not only was the person new to the company, they made sure they understood the problem, even did research, and found the solution. They even told me the tool they use for it.
The only real problem with AT&T that I have ever had is quite ironic but I don't even know who to suggest the issue to (to have it fixed). Their support/sales lines are so mixed up that I often get to the wrong department or even going back and forth between the same departments. Some times I have been put through loops by employees. It's very, very annoying but even then if you say something a different way or even have them stay on the line (or whatever), then you'll find that they aren't trying to be nasty. Sure, I'd also love fiber but the fact I have 3.0Mbps where i am is amazing itself (and I most certainly don't expect them to dig through yards to lay cables, or anything of that nature). And as far as expansion: I don't have details but supposedly there is something (newer) being looked at to help expand their service. Will it happen? Who knows how/when. But would you prefer they don't look at any option at all? And actually, when I got Uverse this year, they were in my area actually installing quite a few Uverse accounts in the area.
Good faith example (on AT&T)'s part. A home about 2-3 blocks away from me had a homeowner that was moving (AT&T didn't know that part). The home owner was of course fine with having an easement allowed - he was getting paid for it, after all. Then when he moves and the new owners find out, AT&T actually did everything they could to resolve it. They spent extra money, time and effort to move it to a place that wouldn't be a problem for them.