Wednesday, July 13, 2011
Thursday Two Questions Meme - Internet Service Provider
Well it's been over two weeks and I am now with a somewhat reliable internet connection. It started on July 2nd when the DSL flashing red light blinked and flashed hours on end. I called AT&T who is my ISP and has been my primary telephone service as well for over 25 years. I will try and make this short.
Calling AT&T for help means getting an automated robot to diagnose your problems before you are actually transferred to a person. I spoke with the robot 7 times and with online technicians 8 times. The first technician told me I needed a new modem which seemed plausible since mine is about 6 years old. So, I go to my local AT&T store and buy a new one for $80.00. I bring it home, plug it in, it works for a half hour and doesn't work anymore. The red lights - flashing again. Finally a technician was sent out. I was told there would be a charge of $60.00 per half hour if the problem was on my end. The tech checked out the lines only with his laptop outside and said all was fine. He came inside and replaced my phone jack, gave me another modem, configured it and it seemed to work fine for a little while so I thought everything was okay. Then after a couple of hours, all of a sudden a dialogue box pops up on my screen saying there is unauthorized access being attempted on my modem and that there is risk of fraud and phishing. Of course I panicked and unplugged the modem the tech gave me. I then plugged in my old modem and immediately changed all my login and password info on my accounts and sites that I use. About an hour later, again, flashing red lights on the DSL line on my modem.
Now mind you all of this is taking place over a week and a half and my main concern was my store and missing orders that were coming in. I was panicked, furious and just crazy with all of this. I finally decided I was going to call again for the seventh time and if I couldn't get anywhere with AT&T I'd cancel my account. So, I called the online tech support talked to the robot again and got transferred to an online tech agent. He asked me the same ?'s every tech asked that I previously spoke to. He told me he was going to do more online tests, then hung up on me. I called back, got someone else and got disconnected while she was going to transfer my call.
That did it. I cannot even describe in words how furious I was. I cannot remember the last time I was that angry. By this time it was late in the evening but I didn't care. I called the Northern California Regional manager for AT&T and got his voice mail. I took all of my frustration over that past week and a half out on him. I screamed, yelled and basically told him that I wanted this problem fixed within 24 hours or three things would happen. If not fixed, I'd cancel my account of 25 years, I'd go to Comcast or Verizon and I would sue AT&T for all the time and money lost with my business and for emotional stress. Now, of course I wouldn't actually sue but threatening them made me feel better.
I know I said short and this is already long so I'll close soon :D. Next morning, the same tech that came out earlier in the week was at my door at 8:00 a.m. I guess threatening to sue worked. He this time physically checked the lines outside and found that he had to replace a fraying wire in the phone line outside. Evidently that was the problem all along. So far, so good. I hope it lasts. This has been a total nightmare. In fact I've had more pleasant real nightmares :D
Here are my two ?'s.
1. Who is your internet service provider?
2. Are they reliable?
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