Yeah. Forget that. Here’s the problem: AT&T sucks.
It is chronicled in a series of Tweets that I began on Saturday, but are very typical of the type of experience I’ve been going through since I ordered AT&T high-speed Internet December 26th.
As most of you know, I moved to Dallas on the 27th, and on the 26th, I ordered a transfer of my phone and DSL service to our new Dallas address. In addition, I took the opportunity to upgrade my service in Dallas to their new UVERSE TV/DATA offering.
At the time I ordered, the UVERSE service was unable to be installed until the 29th, and since it would supercede my high-speed $10 a month DSL line for the same price (for the data plan), I said “Go ahead and transfer the DSL for the duration, and we’ll turn it off when the UVERSE gets turned on.”
I mention that because it apparently is the key factor as to why I’m still currently net-less until at least January 8th.
Rather than chronicle the entire set of issues, I’ll summarize – I spoke to every single department in AT&T, and their bosses and their boss’s bosses at one point or another. Every person I spoke to gave me a different solution. If you want a good soliloquy describing this experience, do a Summize search for rizzn #att, or read below this post.
Inevitably, the call always ended somewhere around 4:30 PM CST or so with the statement: “that <insert specific name> department is now closed for the day, and they’re the only ones that can help you. You’ll have to call back tomorrow.”
Occasionally I’d get served up extra surprises, like the operator hanging up on me for no reason, or getting transfered to a random voicemail box.
Over the course of seven days, I spent a total of 12.5 hours on the phone, or roughly equivalent to a part time job.
In the end, it turns out the reason the whole thing didn’t work out for me was because you can’t have two pending orders for data services on the same line or for the same address. I’m not sure why this is, since it is possible that I’d want to shotgun two services, but they simply don’t allow it.
At the end of the whole deal, I got them to escalate my install date to the 8th (one day before my birthday, ironically), so that I might have some Internet at that point, but they can’t guarantee it’ll work at my address until a technician comes out.
The whole thing wasn’t able to be solved until a level three tech from the DSL support line (one of the sole Americans in that department, apparently (not that I’m racist, I just like to understand the person on the other line when I have a problem)) got together a five way conference call with me, the provisioning department, the orders department, line support, UVERSE and me.
This post here only glosses over the generalities, so I may have to follow up with something that truly captures my emotional state – suffice it to say that my neighbors one county over were certainly aware of my displeasure with AT&T on Saturday.
They’re locking up the Big in Japan offices, so I’ve gotta run – in the mean time, enjoy this twitterstream from Saturday. It’ll give you an idea of what I went through.