Wednesday, March 24, 2010

AT&T Tech Support Hell

AT&T click to chat

System

Welcome Mr. Lori Aronsohn.

System

Connecting to server. Please wait...

System

Connection with server established.

You

Technical Support Topic: DSL High Speed Internet

System

AYELEN has joined this session!

System

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.'


System
You are being transferred to another Agent. Please stand by...
System
AYELEN has left this session!
System
Rowan has joined this session!
System
Connected with Rowan
Rowan
Hi, this is Rowan, supervisor of Ayelen. How can I help you?
You
Fix my internet, fix my phone line
Rowan
Please give me a minute to check the chat details.
Rowan
Thank you for waiting.
You
uh huh
Rowan
I have checked and found that your Internet connection keeps dropping. Is that correct?
You
yes
Rowan
Are you able to hear any noise on their telephone line like static or hum?
You
yes
Rowan
Okay, the issue is not with the Internet services but with the phone services.
You
explain
Rowan
If you have issue with the telephone, it causes trouble with the Internet connection.
Rowan
You need to contact our Telco department to fix the issue with telephone. Once it is fixed I am sure your Internet will work fine without disconnections.
Rowan
The number to contact them is: 1-800-288-2020
You
And, do you know what else? If you have trouble with your internet connection, it can affect the telephone service
Rowan
No, since the services are through telephone line, the Internet is affected, in case if there is issue with the telephone.
Rowan
Mr. Aronsohn, is there anything else that I may help you today?


not your usual Catalina Island shot

not your usual Catalina Island shot

fun with spelling

fun with spelling
downtown l.a.