[Line Problem] Down Again - AT&T Southeast (2024)

flydutch

Member

2003-Jan-12 7:23 am

Can't connect again (IFITL) for the 4th time in 2 weeks. Each previous time it's been a line issue in the area; and it take 12-36 hours to get it fixed. One would think that they would finally get things right, but not yet.

Nothing on the System Status Page. Time to call Customer No Service again. Bah!

flydutch

Member

2003-Jan-12 10:28 am

After 2&1/2 hours of arguing with the first phone support person that it is not my computer, going to a supervisor, getting cut off on the transfer to Tier 2 support for a line technician and calling back again; they finally admit that I am in an outage with no ETR.

Fourth time in two weeks! Seems like they need to really fix the problem instead of the apparent BandAiding they've done so far.

I really wish that, in addition to fixing the problem, they would get the Tier 1 phone support people to quit arguing and listen to a customer - especially when the record documents three priors of the exact same problem. I realize they have to follow a script, but let's leave some room for some common sense. Oops! I forget that common sense is an oxymoron with most (not all) of those folks.

TreyS to flydutch

Member

2003-Jan-13 8:41 pm

I'm SOOOO glad I found this thread.

I too have had 4 outages in two weeks (live in Duluth as well). Each time I call BSFA, I get a harsh attitude that it's my problem not theirs since no problems are reported in their system.

Once they found out I have a router and not paying the home networking fee, they get indignant and want to end the call. I have two routers and swap them out when there is a problem to make sure it's not me before I even call BSFA.

I continue to reiterate that after a full year with a router and no issues at all, and four outages in the last 2 weeks, I KNOW it's not me. Doesn't seem to sync in though....lemmings....

I'd say email me next time but that wouldn't work now would it. Maybe after the fact so we can gang up on BSFA tech support.

Partonk$
join:2002-10-12

Partonk$ to flydutch

Member

2003-Jan-13 8:53 pm

DSLDUDE6 to flydutch

Premium Member

2003-Jan-13 10:23 pm

I would never tell them you have a router. EVER. Tell them you have a stand alone PC connected to the wall with CATV cable that the BS tech installed. Reboot the computer. Do all their mumbo-jumbo, and then they should get a line tech on the phone. If the line tech checks your IFITL line, they should see what the problem is, and roll a truck accordingly.

It is kindof teadious, but its the best, most head-ache free way to get anything to happen. It also makes it easier on the techs when they come to your house because they know the help desk has already run you up and down, and they can just fix whatever may have gone wrong...

Just like here. »Good service from Bellsouth's Helpdesk

flydutch to TreyS

Member

2003-Jan-14 5:53 am

said by TreyS:I'm SOOOO glad I found this thread.

I continue to reiterate that after a full year with a router and no issues at all, and four outages in the last 2 weeks, I KNOW it's not me. Doesn't seem to sync in though....lemmings....

I'd say email me next time but that wouldn't work now would it. Maybe after the fact so we can gang up on BSFA tech support.

I have a field tech scheduled for tomorrow (Wed 8-11) AM. You can email me at gwagen@bellsouth.net. I live in the Stephens Hills Subdivision off of Pleasant Hill Rd. Wouldn't it be a coincidence if we're both served by the same pavilion (or whatever they call their switching points).

niphty to flydutch

Member

2003-Jan-14 6:57 am

SCOTS22 to flydutch

Member

2003-Jan-14 9:19 am

flydutch

Member

2003-Jan-14 9:26 am

said by SCOTS22:I wish BS would say *why* these outages have been occurring in the past two weeks. I've been a customer for 3 months and service (aside from the last two weeks) has been flawless!

After some startup glitches in May, mine has been, too; at least up until about 2 weeks ago.

And every darned time I call Phone Support, I spend 15-20 minutes arguing with them that there is nothing wrong with my system.

SCOTS22

Member

2003-Jan-14 9:38 am

Yep - me too. We do the reboot hokey pokey and then they do a line test and BAM, everything works again.

Time Warner cable modem is looking better and better....

flydutch

Member

2003-Jan-14 9:43 am

said by SCOTS22:Yep - me too. We do the reboot hokey pokey and then they do a line test and BAM, everything works again.

Time Warner cable modem is looking better and better....

Line test just shows there is an "issue" in the area. It doesn't fix anything.

My only other choice is AT&T Broadband, which is not particularly inviting.