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System
Welcome Mr. Lori Aronsohn.
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You
Technical Support Topic: DSL High Speed Internet
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AYELEN has joined this session!
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Connected with AYELEN
AYELEN
Thank you for choosing AT&T Internet Services. My name is Ayelen. How can I make you a very satisfied customer today?
You
Hi, my internet service has been on and off for three days now. Is this a local problem, or isolated to me?
AYELEN
Mr. Lori Aronsohn please confirm if the following phone number that you entered, 818xxxxxxx is your Billing Telephone to your DIAL/DSL account?
You
yes
AYELEN
I see I am chatting with Mr. Lori Aronsohn, are you the main account holder?
You
yes
AYELEN
Mr. Lori Aronsohn, may I have a number where you can be reached in case we are disconnected? It may take upto 30 mins to call you back in case the chat get’s disconnected. We will try to reach you within 30 mins.
AYELEN
What is the model of Modem/Router that you are using?
You
818xxxxxxx or 8185xxxxxx
AYELEN
Thank you.
AYELEN
What is the model of Modem/Router that you are using?
AYELEN
Are you connected between the computer and router using wireless or cable?
You
answer this question, is there an outage problem in my area
AYELEN
No, I have checked there is no outage.
You
Please arrange for tech support to come to my house
AYELEN
Yes we can first we need to check all the connectivity settings for internet.
You
I am not a novice. We have already done all the troubleshooting from the house. The problem is outside the house. I don't have time to follow along with your script.
AYELEN
Okay.
AYELEN
Let me run a line test to check if there are any issues with the line, please do not switch anything off for about 2-3 minutes while the test is running.
AYELEN
What is the model of Modem/Router that you are using?
You
why
You
speedstream 4100
AYELEN
Thank you.
AYELEN
Is your phone working fine?
You
No, i am experiencing noise on the line for the same period of time, on and off.
AYELEN
That's is the cause of intermittent internet problem at your place.
AYELEN
Engineers are working on it.
You
What engineers, and how are they working on it?
AYELEN
It is not from internet department, it is related to telephone team.
You
what makes you think that? perhaps it's the other way around.
AYELEN
No I have got the line test results.
You
and...what does it tell you?
AYELEN
everything is in front of me.
You
and what does it say...feel free to cut and paste
AYELEN
It shows that due to outage on telephone line, due to that intermittent internet problem is present.
You
You said there was no outage in the area. Where is the outage?
AYELEN
We are not allowed to cut and paste the results, we need to explain it in our words.
You
Is there a local telephone outage problem? Is my phone line unclear? Do you see the static on my phone? is it caused by the internet
You
in your own words
AYELEN
In the single telephone line you are getting two signals of different frequencies, one for Internet and one for telephone, there is no outage from our side that I have already explained it to you, outage is in telephone side.
AYELEN
Outage from telephone side can be explained by Telco team.
You
your tech support i'm speaking to says differently. they say that the phone line is the same as the internet
You
the telephone side outage -- where is that outage located?
AYELEN
Line is same, frequencies are different, different team are handling specific issues related to it.
You
again, you say there is an outage on the telephone side. is that outage specific to my house or local to my neighborhood, or wide, in my city?
AYELEN
Outage is from telephone side, can be explained by Telco team on 1-800-288-2020.
You
So, in other words, you are just making this up as you go along?
AYELEN
I am from DSL technical help team, help you regarding Internet issues.
You
i am having internet issues -- no internet.
AYELEN
Yes, the problem you are experiencing is due to telephone line outage, not specific internet issue.
You
the problem i am having is with AT&T. As usual
AYELEN
Yes, it is however can be taken care of corresponding teams.
You
that made no grammatical sense
AYELEN
I am sorry for grammatical mistakes.
AYELEN
I just need to inform you that problem is not related to our department, it is due to some outage from telephone team you are experiencing intermittent internet issue.
You
I beg to differ. I have had these problems before and whether or not AT&T has chosen to separate their telephone from their internet from their service from their billing, all are interrelated and cause problems across AT&T's partitions
AYELEN
We have dedicated teams for different issues, as your issue is related to Telco team I cannot help you more on this.
AYELEN
Is there anything else that I may assist you with today?
You
Please forward this chat text to your superiors and let them know that AT&T customers get more pissed off every day.
AYELEN
Please wait I am transferring this chat to my supervisor for help.'
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