March - ordered Power internet service from AT&T, upgrade from my High Speed Internet Max Plus. Very excited to see how fast this is.
June - completely disillusioned with the abilities of AT&T to provide a simple service.
Apparently I am unlucky to have a B-PON unit installed at my fibre termination, when the Power service requires a G-PON unit to achieve the 6Mb upload speed advertised.
I have had some 7 technicians come to the house, most of the time enquiring if there was a problem, especially with my TV. I have spent hours on the phone with customer support, technical support, sales, billing, the complex team, customer retention, and it has just been a series of broken promises.
Meanwhile two of my neighbours have had the same service installed, and are happy.
I thought I might start a blog detailing the sheer incompetence of their process. I have no issue with the people I speak to, but it seems that their system, and inflexible requirement to follow their scripts means that this may never be solved.
This week:-
Monday 6/16 - 3.5 hours on the phone with 4 different people. Was told this service could not be installed, even though I have neighbours with it, and I watched them install to the same central unit I am attached to. I was promised a phone call for resolution by Wednesday
Friday 6/20 - no phone call received, and thought I would waste a little time and see if I could find out what was happening. Spent 25 minutes explaining the issue to a technical support engineer, who said he would connect me to someone who could help. Sent me to the billing department, who wasted a further 30 minutes of my time before they admitted there was nothing they could do, and transferred me back to another technical team.
Now up to 1 hour and 15 minutes, and the tech on the phone wants to test my line to see if I have a problem. Frustration level rising, as he is trying to complete his script instead of listening to the issue.
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