roadczar
join:2001-11-09
Wilmette, IL
|  Chicago (North Shore) nightly ATT sync problems
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roadczar
join:2001-11-09
Wilmette, IL | Thanks, but my problem seems different. The poster complained about speed. My connection goes dead every night like clockwork and (usually) is back in the morning. The rest of the time it is 100%. ATT seems clueless. | |
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roadczar
join:2001-11-09
Wilmette, IL
| Third week of daily (10 hours at a time) connection problems. Anyone else in the area having these issues? After many repeated calls ATT was supposed to send out a "line tech" who never showed up. ATT is beginning to look as bad as Earthlink. I am having to use a free Netzero account to post this! | |
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 | nkatz
join:2001-12-26
Evanston, IL
| Re: Chicago (North Shore) nightly ATT sync problems I have been having connection problems in Skokie since about Thanksgiving. It finally went down completely and was out for nine days straight. A tech came out, replaced some stuff in the junction box outside and got me reconnected. But I still have problems getting disconnected on a regular basis. Powercycling the modem gets the connection back, but only temporarily. I had an on-line chat with tech support over the weekend after I got disconnected four times in an hour. Basically he said there are no network problems and there's nothing they can do but send out a tech again. Then he wished me a really great day. I'm pretty fed up, but I'm planning to move this spring so I don't feel like changing services. We have RCN here also, but I don't know if that would be any better. | |
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Warzau
Premium
join:2000-10-26
Naperville, IL
clubs: | Same thing had problems since december.......Im getting tired of it. | |
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roadczar
join:2001-11-09
Wilmette, IL
| "Line tech" again no show no call. Apparently in ATT 24 hours equals at least 72 people hours. They had a nerve to tell me that now it may take 10 business days for this line tech to show up. After loosing my cool I was finally connected with a supervisor who arranged for someone to come tomorrow. Since this is now a 3rd visit I am not holding my breath. This really blows, I have a choice between shitty cable and shitty DSL. | |
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ChicagoCPA
join:2001-12-02
Mokena, IL
| I had similar problems, they changed 100% of the connectors in the house back to the pedestal and all the stuff in the junction box. Problem solved, next time insist that they change all the connectors. My tech stated that he thought temperature changes were causes one of the connectors to come lose.
Problem was solved over six months ago | |
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Mauricio9
Premium
join:2001-12-04
Vancouver, BC
| Re: Chicago (North Shore) nightly ATT sync problem said by ChicagoCPA  :
Problem was solved over six months ago
Six months ago was dead in the heat of the summer. Extremely hot temperatures were causing me to lose sync as well, and they never could figure it out in my case. Let the temperatures go over 85 (which happens quite often in Chicago) and I'm out. Whenever the tech came, the temperature would of course be in the high 70s and the problem wouldn't appear. Eventually the summer went by and my connectivity problems disappeared, but I'm ready to face them again next summer... | |
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HeyItzMe
join:2001-12-18
Chicago Heights, IL
| Down in the South Suburbs of Chicago here, and have been having problems with upload speeds evenings losing sync repeatedly....I have a stack of work orders, and still it has not been resolved. The lastest incident was this week....called, reached level 2 tech, he admitted there was maintenance in the area, but the excessive packet loss I was having was NOT related to that, wrote a ticket up and scheduled a tech out here on Tuesday. Apparently the old ticket got closed when they did a shuffling of supervisors in the Chicago land area...pity because I had someone seriously lookin to solve the problem! Well the tech appeared here Tuesday, with barely any more knowledge than how to powercycle a modem...he called his supervisor who said..we need a tech with a laptop who can test the lines and the connection...one would contact me later that afternoon..or the next day..early morn at the latest. Never happened...so 4pm..I get on the phone..apparently, if an area has ANY maintenance or outages, all ticket #'s are closed for what ever reason they wish. Mine stated that the CUSTOMER...ME...had changed their mind!!!!!!! Now I was totally upset with whole scenario, but was told no ticket could be wrote up till maintenance was done. Well low and behold by 11pm..I had a constant connection, lasted approximiately 24 hrs!
now..we're back to this...
»/quality/nil/975859
speed tests..are impossible, since I have NO upload registering with the excessive packet loss, and a call into ATT tonite I was told once again...maintenance in the area, not our fault, call back in 48-72 hrs! ATT has no regards for customer satisfaction. I wish there was an alternative for the same amount of $, because I would cancel in a heartbeat. So dont relent, keep calling their scripted technicians and see where they are in resolving your issue, or you go back to square one..like I did!!! Now most like Monday AM...I will be calling them once again, and starting from scratch! I'll keep ya's posted on how this episode gets resolved.... | |
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| HeyItzMe
join:2001-12-18
Chicago Heights, IL
| Re: Chicago (North Shore) nightly ATT sync problems and on a hilarious note...about the line tech that never showed....at one point in the episode when the first set of supervisors ordered line tests.....the line techs put in the work order that all cables were buried....ummmmm...than what is that pole with all the wires coming across my yard to the big ole box with ATT Digital printed on the outside for????? Another tech deciding that he just didnt feel like completing a call, so fill in any old response and close it!!!!! | |
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ChicagoCPA
join:2001-12-02
Mokena, IL
| The tech did a quick check and changed all the connectors and the spliters and ground in the outside box. He did not detect a problem at the time and concluded it must be a connector that was going out of spec at different times.
His theory was that the connectors and cable expand and contract when the temperature changes. The rate of expansion is different in the connector and cable. Therefore at different times the connector may become loose enough so that the signal is lost, but not bad enough to impact the cable tv. He can't detect which one connector is bad, so he changed them all. | |
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roadczar
join:2001-11-09
Wilmette, IL
| It’s so sad it’s funny.
During the last 3 weeks of more than 10 hours a day down time, I call ATT again. For the nth time I explain my plight. Modem down at night then comes back up in the morning … etc…etc. The phone “tech” tells me it would take them 10 business days to send a “line tech” to trouble shoot my line. I argued for about 15 minutest that in my business (software development) this is not acceptable since I need my connection for off hours support. I also explain that unless they arrange the visit during the down-time the problem will not be fixed regardless of how may times the truck rolls by. He connects me with a supervisor Tong and I repeat the whole story again. Tong says he will expedite a technician to come on Friday. We arrange the appointment to be at 7 pm because for last few days the sync was lost at around 6 pm and reconnected at around 9 am.
Next day my wife calls me at around 2pm “ the ATT is there to fix the connection.” Of course at this time the connection is 100% trouble free. I ask the tech on the cell phone why he is there so early when it was arranged for him to come at 7pm? He replies that 7pm can only be recommended and the only person who can schedule him is his direct supervisor. I ask for supervisor’s phone, he laughs and tells me it is not possible since he is between supervisors at this moment. He also tells that anyways to do this I have to call 888-262-6300 (the number most of us here know better then their SS number).
I call the NUMBER. Having built up my angst over last 3 weeks and fueled by my recent talk with the tech I get through to the supervisor Tom somewhere NW Ohio in ~ 2 minutes (my record time). Tom listens to my story and commiserates for about 20 minutes. Tom says “we cannot make techs come in specific times and if this tech fails again to fix the problem we will have to schedule another truck roll.” I explain to Tom that in software development we call this situation an “endless loop” he does not get it and connects me 3 ways with his manager Wendy.
I explain the whole situation again to Wendy including my endless loop joke/analogy. Wendy says she does not understand. Then Tom gets a moment of clarity and blurts out “… just like in the Ground Hog Day movie”. Taking advantage of the moment I quickly agree and explain again that if they follow the recommended path my issue will never be resolved. Wendy says, “We can only make an appointment, but cannot schedule a specific time which only a local office can arrange”. I ask to talk to the local office and she tells me that all appointments must be scheduled through the NUMBER. When asked for advice on how to resolve my connection issues she says “Let hope that this tech will fix the problem”. Having lost all faith I agreed.
Amazingly the line was up all night on Saturday, but was down again on Sunday… | |
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| roadczar
join:2001-11-09
Wilmette, IL | Re: Chicago (North Shore) nightly ATT sync problems Update: after over 3 weeks of down time my connection finally stabilized. When I called AT&T to ask what was fixed they told me that they have no record of resolution. Keeping my fingers crossed. | |
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waltgerris
join:2002-02-18
Chicago, IL
| glad to know I'm not the only one having problems like this - they make you think it's all just you.
I'm a little disgusted with the inability to have 24/7 service, I get service small interuptions daily currently where I lose connection totally for abotu 60 seconds or need to power cycle.
I dont' see alot of hope in this thread | |
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roadczar
join:2001-11-09
Wilmette, IL | I also have to reboot my modem once in a while. After what I went through last few weeks, I am glad to have a connection at all. | |
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roadczar
join:2001-11-09
Wilmette, IL
| I knew that 1-week without a problem was too good to be true. I am down again for over ten (10) hours at a time. The incompetence of AT@T/Comcast is unbelievable. I have spoken about my problem to three levels of management and all I got was poor attitude. This company just does not give a crap. I don't know what else to try. It is not like my line is only down for ten minutes. They have minimum of 10 hour window to trouble shoot it, but are NOT willing to come out before 8am and after 7 pm. If anyone has any ideas on how to resolve this please let me know.
The AT@T truck roll will be this Friday. If history repeats itself it will be another time waster. This will be 4 weeks without service.
[text was edited by author 2003-02-04 22:29:13] | |
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| nkatz
join:2001-12-26
Evanston, IL
| Re: Chicago (North Shore) nightly ATT sync problems It just seems like since sometime in November the service has just gone to crap. The timing seems to coincide with the merger more or less, but that may just be a coincidence. Before that, though, I rarely got disconnected. Since my nine-day outage I have to reboot the modem several times a day to regain a connection. I wish I had some advice for you. I'd follow it myself. | |
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| | roadczar
join:2001-11-09
Wilmette, IL
| Re: Chicago (North Shore) nightly ATT sync problems To me it almost seems to coincide with cold weather. It seems like every time it gets really cold I loose my connection. Since AT@T does not care the only thing left to do is write rants here using my free Netzero connection. I just read about a woman who took her local DSL provider to small claims court and won $3200. I am seriously considering doing this with AT@T. | |
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| | | nkatz
join:2001-12-26
Evanston, IL
| Re: Chicago (North Shore) nightly ATT sync problems I think this is the first year I've had these kinds of problems. I've had cable internet since it was first offered, more than two years ago. It was faster with @Home, but I've never had the constant disconnection problems. Tech support was never that great but it seems to have gotten even worse. Nobody seems to care at all anymore. | |
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roadczar
join:2001-11-09
Wilmette, IL | You should write up DSL a report on AT@T. I know it is a small measure, but these a$$wipes deserve to have their ratings lowered. | |
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roadczar
join:2001-11-09
Wilmette, IL
| Update 2/7/03:
A senior technician came (4th truck roll) out Friday morning. He confirmed the loss of connection and replaced to cable going from the pole to the house. He admitted that it was probably not the fix and that all I can do is ask for another truck roll when this happens again. When I asked him to escalate this issue his reply was that since I am the only one who is complaining he will have a hard time escalating this issue. He did say that he would talk to his supervisor.
He did document that he witnessed the lack of sync when he first arrived and saw it fix itself. I guess this is my one minor and worthless victory.
I don’t know what to do with this company. | |
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| nkatz
join:2001-12-26
Evanston, IL
| Re: Chicago (North Shore) nightly ATT sync problems I guess I'm going to try and get a tech out again. The last couple of days it's gotten worse. Last night I must have been disconnected a half dozen times in as many hours and had to reboot the modem. Seems just as bad so far today. This is not what I consider an always on connection. | |
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Compman21
join:2001-08-09
Lockport, IL | Well get this, sometimes my inet will be slow, so i reboot modem and everything is ok...this morning i woke up to a flashing sync light..i reset modem and i was back online..I think there is a prob in IL with Sync prob. | |
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roadczar
join:2001-11-09
Wilmette, IL
| I am down again after truck roll #4, truck roll #5 due on Sunday morning. AT&T - prepare to send at least 1 truck a week until my problem is fixed.
Here is a interesting fact that I was told by another Canadian supervisor. When I asked him what more a supervisor could do for me than a normal phone tech he answered "nothing". Can't escalate a problem past a supervisor. I hope this company goes under. | |
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| nkatz
join:2001-12-26
Evanston, IL
| Re: Chicago (North Shore) nightly ATT sync problems AAAHHHHHHHHHH.
I can't take it anymore.
After getting disconnected about 15 times today I finally called. Of course, by the time I got through I had regained my connection. So the guy was going to schedule a tech visit. Then, at the last minute, he tells me there is an outage in my area and he can't schedule a technician. This is the same thing they told me everyday for more than a week when my service was out completely in January. And yet, when I finally complained enough to get somebody out here he was able to get me connected. This has been going on for more than two months. That means nothing. At this point I think they will just say anything. And of course, the Network Status thing on the ATT web site says everything is swell, but that's always the case.
roadczar, good luck tomorrow with truck roll number 5. | |
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| | roadczar
join:2001-11-09
Wilmette, IL
| Re: Chicago (North Shore) nightly ATT sync problems 5th truck came and went. The line was down when he came. He again replaced the connectors. I asked hem to shoot the signal back and he said that this is not the procedure. By the time he finished replacing the connector the line came back up so he couldn’t diagnose. I think I am back to square one. He replaced my RCA 305 modem with Motorola 4200. Maybe this will help.
Nkats good luck to you as well. | |
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Shamer Jr
join:2003-02-09
Arlington Heights, IL
| I'm in Arlington Heights here and having the same problems. Around 5pm the modem loses sync. Had a tech out on Friday and when he was there the modem was working fine. He said the I had a strong signal and it might be a bit too strong. About an hour after he left the modem lost sync for about 15 minutes then came back. A line tech was out on Saturday to lower the signal at the pole. No problems on Saturday at all. 5pm on Sunday roles around and the modem loses sync again, down for about 4 hours. Tech appointment number 2 will be here tomorrow. This has been going on for about 2 weeks now. Modem will lose sync and sometimes come back after a few minutes and other times is out for hours. I have an RCA modem. I also see some major packet loss during the evening as well. Let you guys know how it goes after tech visit 2 tomorrow. | |
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| roadczar
join:2001-11-09
Wilmette, IL
| Re: Chicago (North Shore) nightly ATT sync problems said by Shamer Jr :
I'm in Arlington Heights here and having the same problems. Around 5pm the modem loses sync. Had a tech out on Friday and when he was there the modem was working fine. He said the I had a strong signal and it might be a bit too strong. About an hour after he left the modem lost sync for about 15 minutes then came back. A line tech was out on Saturday to lower the signal at the pole. No problems on Saturday at all. 5pm on Sunday roles around and the modem loses sync again, down for about 4 hours. Tech appointment number 2 will be here tomorrow. This has been going on for about 2 weeks now. Modem will lose sync and sometimes come back after a few minutes and other times is out for hours. I have an RCA modem. I also see some major packet loss during the evening as well. Let you guys know how it goes after tech visit 2 tomorrow.
Funny, they told me that my problem was unique.... | |
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| | nkatz
join:2001-12-26
Evanston, IL | Re: Chicago (North Shore) nightly ATT sync problems I don't think I'll take that bet. I'm really close to canceling my service, much as I used to like having cable access. This is just not worth it since it doesn't work anyway. | |
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TrueAudio
192khz
Premium
join:2002-02-24
Richmond, CA
| Hmmmm. Trippy. We suspected have the same thing happening to us also, but i think ours is at 3am .. seems like its everynight. Ive been trippin on these logs on my modem...
take a look at these, and see what you think.
I dont know much about cable modem logs, but those dont look good (at least to me). | |
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nkatz
join:2001-12-26
Evanston, IL
| Well, now besides being disconnected regulary, I'm getting dialup speeds. At least before today during the periods when I was conncted it was a fast connection. It just gets worse and worse. This would be a real good time for AT&T to tell me a rate increase is coming. | |
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roadczar
join:2001-11-09
Wilmette, IL
| Update 2/11/03:
(Recap)Truck #5 came and went on 2/9. The last tech asked me to tell truck #5 not to waste time and go straight to the pole to “shoot the return back”. “Not the proper procedure” replied truck #5 and proceeded replacing the same connector that was already replaced 4 times before. While he was replacing a connector that was only 2 days old my line came back up and he was again unable to trouble shoot the problem. “Lets swap the modem and see what happens” said truck #5 and left.
The line was up on Sunday, but went down at 4:30 PM, on Monday 2/10. I called the tech support (in Canada), I was told that a “special report” is filed and I will get a call from the local Chicago office in 2-3 hours to schedule an emergency off hour’s appointment. No one called. When I called back I was told they (without telling me) already scheduled a truck roll # 6 for 10/12! I told them not to bother wasting my time.
Supervisor Tong said that (since this is 6th week) he would escalate my issue to his bosses, bosses, bosses…, boss. And the problem will be resolved this time for sure….
Do you want to bet? | |
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Re: Chicago (North Shore) nightly ATT sync problems