ATT and wireless -- tech support sucks!

There's not too many things in life I hate worse than having to call any computer tech support! Today was one of those days. I have ATT/DSL. All was fine till I left the house to go mail in my reason for not being able to serve on Jury Duty (ah, yes, another woe, but not worth a whole blog) - and when I got back, I had no internet connection. I hit the reset on the modem, and that didn't work. I called them, and the recording said, "Did you unplug modem and restart?"

Well, no, I didn't. So, I hung up and did that. But I still didn't have a connection. So, I called back. Apparently hitting the reset erased my password; and the guy walked me through setting a new one. All is fine -- so far.

Then he has me turn on my laptop, which I might mention has not been turned on for quite some time - months - but it had connection when I used it last. But I agreed a good idea to check it. Good thing, because there was no connection.

He had me do several things; then had me delete the connection, let it create a new one; didn't work. An error message came up, something about the ISP wasn't compatible. Then the phone went dead. I suppose he hung up! They make it a big deal to get your phone number so they can call you back - but he didn't call me back.

So, I called them back, started over. "Let me connect you to the wireless tech support." GEEZ! Okay.

Then we go through the same things again, answering the same basic questions about modem and operating system and all that . She does the same stuff the first guy had me to do - properties, look at this, look at that -- then delete the connection; let it create a new connection, etc. Got to the same place - three or four times. Each time she would say, "Can you hold while I check your account?" Sure, I'll wait. Then she'd come back to do the same thing we did before.

Then she's quiet - then asks me, "You are having trouble getting the wireless to work on your laptop; is that right?" YES!!! Damn!!

I tried to tell her about the message, the ISP wasn't compatible; but she pretty much ignored me and said bla bla bla about ATT supporting Internet connection and I could connect; apparently it was something wrong with my laptop; and did I want her to connect me to the Connect Tech Support? I said there's nothing wrong with my laptop, and I thought that's who she was!! Yes, connect me.

Well, getting connected to that department, the recording alerts me that it is fee-based and to have a credit card handy. OH, NO YOU DON'T! So, I hung up; got out my ethernet cable and hard wired it, and it connected just fine.

Once again, I got the message about the ISP not being compatible; but when I tried to click on the error for more info, it went away. By this time I had wasted well over 2 hours, maybe even three, of stress and rising blood pressure; so I gave it up. I know I'll have to call them back and go through the whole thing -- again! But it won't be today!

There's no reason in this world that so much time and mental energy should be expended on something that should be so minor!

ATT DSL does not give free webspace.

THURSDAY OCT 18
I received my wireless modem Tuesday, and my account was turned on Wednesday, late in the day. Setting up the wireless modem was very easy, and programming my laptop was equally painless. However, I DID NOT sustain a download speed of 11 MB as the woman who signed me up damn near promised I would get! That was sheer B.S. I clocked at about 5400 KB as compared to Roadrunner when I would get 6800. But truth be told, I really can't tell a difference at all. So, I'm not upset over it. That's fine. I think the DSL will be more stable.

But Thursday I called to find that 20 gig of web space I would get free. I'll shorten this. After two hours of torturous transferring to six or seven different departments it was finally confirmed there is no 20 GB of free disk space. There is no 1 MB of free disk space for a web page. I could get 5 GB for 11.95! LIARS!!! There was no way I could get hold of "Eddie" again who was in billing and was in West Texas. The last woman I talked to the longest -- her name was Janice -- was fully aware of the horrendous experience I had had with getting the phone hooked up, and then being lied to about the web space, which, by the way, was the main reason I decided to go ahead and switch - anyway, Janice consulted with her supervisor and to appease me, she offered me a $5 credit a month for a year and then a one time $50 credit. Well, whatever.

So, that means that when it's all said and done, I'll actually make a little money off this, even though it put a few more gray hairs in my head. With my rebates and credits, It actually adds up to about $325, less the hundred I have to pay for the modem, gives me about $225 profit. Of course, it will take about four months before I get it all. Maybe I'll try to put it in my piggy bank as it comes in.

FRIDAY, OCT 20
I had found a site that offers free web hosting, called http://000webhost.org/ that I had signed up for. Now that I won't have Roadrunner anymore and ATT lied about having any free web hosting, I moved my web page there. It looks like it will be a satisfactory new home. I have reassigned my domain name, http://lumoto.com/; so hopefully it won't be too painful a transition. It's not that my web page is so awesome, but I had collected a lot of things on the Save South Park fight and I really didn't want to lose all that. 000web host offers 250 MB of space as opposed to Roadrunner's 4 MB. So, I guess I'll live. Monday I'll call Roadrunner to disconnect me.

(on edit - 12/14/08) I happened to notice this old blog and thought I should update this information for anyone who might stumble into this post -- 000webhost did not prove to be successful for me. Something happened I couldn't log in and they couldn't seem to get me logged in; told me best thing to do was to sign up again. So, I was forced to abandon it. I am now using godaddy's free web space that goes with the domain names I have with them. It's working out very well. They offer ample space, and I highly recommend it. Of course, you have to have a domain name to get it, but if you are going to have a web page, you will want to have that anyway. Otherwise, it's free. my page is http://lumoto.com

ATT - final chapters, I hope

Since I didn't blog on the appropriate days, here's the ensuing sequence of events)

(Friday, October 5)
The day arrives that the repair service promised they would be here. From 3:00 to 7:00 they say. At 6:30 I get a call from a recorded message, basically "We're sorry nobody showed up. But we'll get to you in the morning." OMG!!! "Press 0 for customer service." Poor guy in customer service! Unbelieveable!!! He assured me he would call me in the morning and let me know what time the repairman would be here. I cannot believe how horrible this whole thing has been. Today is the 4th day I've had to wait home for a scheduled appointment! This whole fiasco started on the 28th! But what can you do! I could go back to Roadrunner for my phone, but the VOIP is just not all that great yet. One more day then!! (sigh)
_______________________________________
(Saturday, October 6)

Believe it or not, I have my phone jacks all working! It was sort of a comedy of errors this morning.

My phone rang about 10:30. I had laid the phone handset down that I used last night on the night table (Radio Shack phone), next to the Motorola phone that was on the base. I was sleeping so hard I guess I fumbled with the RS phone or else I never hung it up properly, but I couldn't get it to answer. The answering machine was coming on. I grabbed the Motorola phone and said "Hello, hello" through the ans mach message but the guy hung up and immediately dialed my cell phone. My cell phone was in my office at the other end of the house. I jumped up and ran (well, stumbled very fast) to try to beat the voice mail cutting in, but didn't make it! Oh, no!!! Thank goodness for Caller ID!! I called him back and said "I'm here. I'm here!!"

My neighbor on the left had every parking space filled up with his cars, including my 2nd space. I saw him out and asked him to move one of them, and he did, said the car that's in my space he can't get running, so he moved the one next to that. I see ATT driving up and he passes me!! I'm frantically waving at him! He pulls in the drive two houses down on the right ???? I holler at him! "Hey, ATT!! Over here!!" So, he walks over. Why did he park over there???

He comes in to see where my lines are and, as as all good kitties do for us from time to time, Molly had left a hair ball right in front of the phone jack in my office (well, that was embarrassing).

He got his job done quickly (this was not the same guy as the one who came out Tuesday and hooked up the two lines - Dorman). He said there was a line there that was easily hooked up that took care of the office and the L.R. He had to do something else with the back room jack. Either Dorman was either making excuses (lied?) about the line being bad and that I would have to buy a new line for $130 or else he didn't know his job very well.

As soon as I get my phones moved back to their rightful places, I'm going to forget this nightmare!

_______________________________________
(Monday October 8)
Even though my phones are now all working, I decided to call the office and report that Dorman had not properly hooked me up, causing me to have to wait several more days, and to also report that again, the technician did not come out as promised. They actually gave me a $25 credit for the piss-poor way they handled my account. Needless to say, that's hardly a compensation for this nightmare, but I'll take it and run with it.

I called Roadrunner to find out about returning the modem I have. This one is for Internet and phone, and I was told I had to return it and get one that is only for Internet. But the office said, no, I could keep this one. My telephone account was disconnected, and I would no longer be billed. So, that's good -- don't have to go down there and wait in line.

Okay. Now, chapter closed!!

ATT saga continues

After a frustrating weekend with no phone, several failed efforts to contact ATT over the weekend, Monday finally got here. I diligently set the alarm clock for 8:00 a.m., so I could be sure to call them early enough to get them out here today! That was no easy feat for me because I didn't go to sleep till after 4:00 a.m.! But I made the call - even before coffee. After listening to excruciating music for 20 minutes, I finally got to talk to a gal named Becky and explained what happened. Becky declares matter of factly that the repairman came back out Saturday morning at 8:15 and could not get access. I was livid! "I was asleep!! How was I supposed to know he was coming!"

I let her know with no uncertainty that that was totally unacceptable and I wanted his supervisor to know exactly what happened. She said she would tell her supervisor who would in turn tell his supervisor. I asked to speak to her supervisor, Lisa, myself. Both ladies apologized profusely, and Lisa assured me the technician's supervisor would hear about it. Becky then asked me if the correct number to call me is - and read off my home phone number!! I made conscious effort not to scream and said, "No, That's so silly!! That's the number that is not hooked up!!" grrr.. My patience level is really non-existent. The ladies both tried to be nice, but I didn't feel like making nice.

It will be probably after 12:00 they said. By 2:00 I called again. This time I talked to a young man, Troy. Troy was pleasant but said it wasn't ATT's policy to call before they come out, like that should explain things. I said no, it's not a matter of ATT policy at all! It's a matter of that man having some manners and consideration himself, as a human being! How hard would it be for him to have called Friday and said, "I can't make it this evening, but I will be out by 8:00 in the morning."

Finally at 4:30 (now two full days of waiting for them to show up and a screwed up weekend) the technician got here - Dorman I find out is his name. He said he didn't even need to come inside! So, that lame brained excuse about no access was a pile of b.s. Dorman said the man who never called had been complained about more than once for the same irresponsible behavior and he, Dorman, would personally see to it that the man's superintendent was informed via Dorman's superintendent, and then he gave me his boss' phone number.

After Dorman finished in the back at their box and was leaving, I checked my phone in my living room, and it did not work. He informed me that he hooked up two wires. He said there was a third wire that was bad and would give me static that he would hook up if I wanted him to. But to run a new wire, he said ATT would want $130!

Well, I had five working phone jacks when Roadrunner disconnected me last Friday morning. And now I only have two working phone jacks -- both at the far end of my house. That just won't do. So , this story isn't over yet. Tomorrow I have to call back and tell them I need my phone accessibility just as convenient as it was before. I'm now going on Day 5, counting my weekend, of total frustration trying to just achieve what should have been a simple task of getting phone service!

For what its worth, I do think the clarity of the voice is better than the VOIP with Roadrunner. Once these issues are worked out, if they ever are, I guess things will be better.

ATT vs ROADRUNNER PHONE SERVICE

It's been a very long time since I've aired my Woes on this site. I won't go so far as to say life hasn't had its shares of woes over this past time period, but I've been preoccupied and pretty much rolled with what has come my way. But it's time to complain - at least a little bit.

Several months ago I chose to change my home telephone service from ATT to Roadrunner, both for the free long distance that it offered, as well as a cheaper phone bill. Usually Roadrunner is amenable with service calls and the like, and I do love my Roadrunner Internet connection. However, as it would happen, the quality of the voice transferral, both receiving and sending, suffered. No, not 100% of the time, but intermittently. Either I would hear a low volume, muffled voice or I would send a garbled, underwater sound out to the person I was trying to communicate with. Of course I would call RR and complain and they would be attentive and come out and check lines and connections, etc, but they never could fix it.

Then a new problem developed that I would lose Internet connection much more frequently than before. By frequently, I mean, maybe once or twice a month or something, sometimes for a few hours, sometime only minutes. Sometimes they had to reset my modem. Sometimes they told me to. Sometimes it would reset itself. They even gave me a new modem. But the problems persisted. The last time was for over six hours and their phone was out of service and I couldn't even call them. So, I had no phone, no Internet, and no way to reach them. So, in a fit of rage - albeit, panic, I called ATT. Moving from Cable to DSL gave me much consternation, but I was tired of not having consistent reliable connections. When the cable went, my phone went.

ATT explained it would take two weeks to set up the takeover of my accounts. Two weeks was the 24th. I received my modem from ATT, along with promises of two $50 rebates, 3 months of free phone, and a $50 Visa gift card. Geez!

They called me in a few days to say it would be the 28th because they didn't give Roadrunner all the correct info, and they had to start over. Um. Okay (is this a hint of what is to come?)

It dawned on me I would lose my RR web space of which I do utilize for my web page. I called ATT back to see if they had free web space available. I was put on hold. Finally I got a person as opposed to animation. The person didn't know. "Let me transfer you." Hold. Next department - well, you get the idea -- two hours and six departments later and still, nobody knew. The 6th department was literally the 1st department I started with! I'm growing less and less happy about this decision.

I asked around and decided I would be giving up too much Internet speed and opted to change just the phone to ATT and keep Roadrunner Internet. That was easy enough to change. ATT didn't give me a hard time, told me about the return label for the modem, and informed me I was losing all incentives since I wasn't getting the Internet. Well, okay. So be it. I didn't have those incentives to begin with.

Finally the 28th came. Roadrunner was prompt to disconnect my phone early in the morning. My appointment was for ATT to hook me up was 12:00 to 5:00. I think at least 4 times ATT had called over this period of two weeks' wait, leaving messages on my answering machine that they would be here on the 28th. Great! By the way, as if it mattered to ATT at all, the 28th just happens to be my birthday.

They weren't here by 2:00. This is Friday, mind you. I called ATT customer service with my cell since I now have no house phone, explaining I wanted to be sure the repairman would be coming because it was Friday. "Oh, yes, ma'am. You're next."

I called at 4:30. "Are you sure he is coming?" "Oh, yes, ma'am. It may take till 5:30 but he's coming. " "Here's my cell number." She assured me she gave it to him.

It reached midnight. He never came! He never called! If I ever do find out who "he" is, "he" will certainly get a piece of my mind!!

I called at 6:15 and got a recording that I have to call back during business hours. I tried to call technical support. Since I don't have an active account, the animation tells me I have to call back during business hours. There is no one to talk to -- only a machine!

So, here I sit, wondering what to do. I seriously am considering going back to Roadrunner's crappy VOIP and begging them to take me back; but the quality really is annoying! Either way I have to wait till Monday, set up a new appointment, wait around another whole day for a repairman who might or might not come. God help anybody who has phone problems on the weekend or after 5:00! Guess I best keep my cell phone charged and bill paid!

This ride turned out to be quite a bumpy one. But then why would I think it shouldn't have been. When do you ever deal with these companies and all go like clockwork.

Does all this explaining and complaining help? Well, maybe a little. At least I got it off my chest. Take a deep breath, and wait till Monday!

Maybe I'll tell you next about what Sears did to me about my car! It's a story of equal frustration.