Why customers do not like AT&T

1) I got this screen while seeking help from AT&T this evening for a poor DSL experience.

[flickr]photo:2857894843[/flickr]

The telephone number this screen says I can call “24 hours a day, 7 days a week for further assistance” operates close to regular business hours.

2) I cannot use AT&T’s self-help systems because its systems do not recognize my account number. I have naked DSL and the systems aren’t built for account numbers that are not legit telephone numbers. It has been this way since I got the service. Otherwise I might have been able to check if there are local outages.

3) My DSL service has been going up and down. When up, I can only see certain web sites (Google, CNN, Westlaw, Santa Clara University, Stanford, Univ. of Michigan, AT&T, my blog) I cannot see Yahoo! or other Yahoo! web sites, MSNBC, LA Times, and most other news web sites. It is not my computer because I can use Google WiFi to reach all of those web sites with no issue. Sadly, free Google WiFi is more dependable than the AT&T DSL service I pay for.

4) When I finally reached someone, via an instant message client, I was sent a link that I’m glad I couldn’t see at the time: http://helpme.att.net/article.php?item=1. I can get to att.com but not att.net.

The rep ultimately told me to move my DSL modem away from anything that might cause interference and if that does not work to call the AT&T line repair team.

“The following are a few of the possible causes of Electromagnetic Interference on a DSL line: Halogen desk lamps near the DSL modem or telephone line, especially those with dimmers Any electrical dimmer switch Electronic devices, such as stereo speakers, PC speakers, televisions, monitors, microwave ovens, etc. Routing the telephone line parallel to an AC power cord for more than a few inches Electronic insect electrocution devices (bug zappers) Low quality 900MHz cordless telephones Any other emitter of high frequency electromagnetic radiation Placement of DSL equipment directly on a carpeted surface.”

I do not think that’s my problem. Still can’t get to certain web sites.

Dislike is probably an understatement.

Update: I pulled out my work computer and connected to its network through VPN. My work computer has none of the problems I’m having with my personal computers. They are sitting side-by-side, connected to the Internet through the same router. My work computer loads pages with blazing fast speed including all of those that I cannot access at all with my home computer. I’m afraid the lines might melt with that kind of speed. My work computer is brought down to earth when I disconnect it from VPN.  🙁

Update #2: Turns out my new dsl modem is configured improperly, but AT&T’s Customer Service reps and help site were mum on the subject of configuring it. Read more about it on Configuring a Modem and Router for AT&T DSL.

One thought on “Why customers do not like AT&T

  1. Pingback: Reports From My Nanocosm » Configuring Modem and Router for AT&T DSL

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