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rolande
Certifiable
Premium,Mod
join:2002-05-24
Dallas, TX
kudos:6
Reviews:
·AT&T U-Verse
·ViaTalk

Customer Disservice

So, I encountered my first issue yesterday with Uverse, since first having it installed last June in temp housing and even after moving to our new house and transferring service over.

I was on a conference call leveraging a VoIP application and I noticed my audio cut out and some other connected apps on my desktop stopped responding. A couple of minutes later, things stabilized. About 5-10 minutes later and I was knocked completely offline and my TV and phone were dead. So, I immediately logged into my 2Wire gateway to see what was happening. The DSL signal would not synch. So, I figure it must be something outside. So, I go through the standard call center song and dance. I finally get to an agent and after running tests and rebooting the gateway etc. they tell me my router must be dying. So they schedule a tech to come swap the router.

In the meantime, about an hour later, my service just magically starts working again. The tech shows up about an hour later and admits that they were pushing firmware updates to customer routers during the day. He had already been to a couple of other customers who had the same issue. Essentially, when the update kicks off, it can consume your entire link bandwidth and then it will automatically reboot the router to load the new firmware. The problem is that when it comes back online it may not properly be able to synch a connection. We ended up doing a hardware reset using the red button on the back of the gateway and everything went back to normal.

The frustration I have with this is that it was the middle of the day and I was on a conference call for work. What company makes changes to their production networks and services in the middle of the day?! Secondly, when I did call in, the agent had no idea that an update had been pushed to my router and could only tell me that she thought the equipment was faulty and needed to be replaced.

I would expect a great deal more service maturity out of AT&T than this. I've learned my lesson this go around and can take matters in my own hands next time. But, what about all the other clueless customers who get burned by this? Have customers really become that expendable that doing upgrades and killing their service during the business day is considered okay? I understand these kinds of issues occur with upgrades. That is not my concern. I just don't understand how anyone can justify doing this during normal business hours.
--
Scott, CCIE #14618 Routing & Switching
»rolande.wordpress.com/


mmisek

join:2013-03-03
Cleburne, TX

1 edit
said by rolande:

The frustration I have with this is that it was the middle of the day and I was on a conference call for work. What company makes changes to their production networks and services in the middle of the day?! Secondly, when I did call in, the agent had no idea that an update had been pushed to my router and could only tell me that she thought the equipment was faulty and needed to be replaced.

This is a very odd case because normally agents are informed on updates/possible service interuptors because (as you can imagine) they generate high call volumes. I checked on any outages in your area and currently a FTTP in VHO Richardson is having issues. To give you a better assessment of the cause of the issue, I would need to run line tests.
--
Tier II Advanced Tech Support, AT&T U-verse
Fort Worth, Texas


rolande
Certifiable
Premium,Mod
join:2002-05-24
Dallas, TX
kudos:6
Reviews:
·AT&T U-Verse
·ViaTalk
I wasn't the only one that got hit by this. The tech mentioned he had been to 2 other customers prior to my visit for essentially the same issue with a "hung" router. He said they were informed of the updates being pushed after they started sometime around 1pm Central. I got hit at about 3:30-3:40pm Central.
--
Scott, CCIE #14618 Routing & Switching
»rolande.wordpress.com/


mmisek

join:2013-03-03
Cleburne, TX
Very odd...we have a department dedicated to updating us (its actually annoying sometimes) on possible high call volume indicators, outages, updates, etc. especially if the fix for such is a factory reset (they like to eliminate dispatch in error's). Plus, this must have had to last for quite sometime (you were out of service for approx. an hour). I believe AT&T would not do this on purpose.
--
Tier II Advanced Tech Support, AT&T U-verse
Fort Worth, Texas

DNSguy

join:2006-04-09
Saint Charles, MO
kudos:3
reply to rolande
I can confirm as fact that we only push firmware updates during the overnight hours. If you want to PM me your BAN I can have the CPE guys look into what might have happened.


rolande
Certifiable
Premium,Mod
join:2002-05-24
Dallas, TX
kudos:6
Reviews:
·AT&T U-Verse
·ViaTalk
Why would the tech tell me that updates were pushed yesterday afternoon then? He said he was notified that pushes did happen. He said it happened to 2 other customers and they did hard resets on the routers and everything came back fine. Same with mine. The interesting thing was mine was down for about an hour and a half and all of a sudden the router started working magically on its own again before the tech showed up. He was trying to run a CPE test and kept getting some failure that indicated the router likely needed to be reset. After we reset it, everything tested normal.
--
Scott, CCIE #14618 Routing & Switching
»rolande.wordpress.com/


David
I start new work on
Premium,VIP
join:2002-05-30
Granite City, IL
kudos:101
Reviews:
·DIRECTV
·AT&T Midwest
·magicjack.com
·Google Voice
reply to rolande
considering what DNSguy See Profile knows about those RG's and such and they only launch them in the middle of the night. However the RG may process the message later. It kind of depends on the RG. 99.9999999999999999999999999% of the time they only do it between 12a-6a.

Me or DNSguy See Profile could confirm this but would need the ban/billing account number to confirm.

let me know, and thanks.
--
If you have a topic in the direct forum please reply to it or a post of mine, I get a notification when you do this.
Koetting Ford, Granite City, illinois... YOU'RE FIRED!!