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Thursday, February 28, 2008

Everything seems to be working fine

Ever since I walked in the door Monday at work, we've been plagued with off and on dropped internet connections. We've had this same set-up for a year and a half with no trouble. I'm a pretty good trouble shooter, so I did all the things I could think of, including resetting the modem, rebooting, unhooking the wifi, taking the filter off, putting it back on. And, a couple other things I can't recall right now.

So, this morning after being offline for about 20 minutes straight, I broke down and called AT&T DSL support. I should know better, having rarely had success with these types of support deals. From the time I made the call to the time I got a live person was 12 minutes. This included phone menu and alleged automatic line checking and DSL checking and waiting on hold. By this time, we'd been off line more than a half hour.

I got a guy named Avionne (sp?) in South America. (I always ask. Don't know why.) Since I couldn't understand most of what he said, I spent most of the time asking him to repeat himself. Or, so it seemed. I explained the problem. He immediately wants me to start doing things like telling him the brand of the modem, checking the lights on the modem, and unplugging things. All these things are fine. I've already tested them. And, I think to myself, if I'm so smart, why did I make this call in the first place.

I told him, "All I want you to do is tell AT&T to get their service up and running in a solid fashion."

He replies, "this is AT&T."

"I know. I know. I mean AT&T in Springfield, Illinois."

Right then, I was magically back on line. And, I told him so. He asked me if he could put me on hold to check some things on his end. At least, that's what I think he said. When he came back, he said, "everything seems to be working fine."

Posted by Marie at February 28, 2008 10:58 PM


Magic! Customer service can be so frustrating. I was trying to get Sears to send a repairman out for my ice maker in the fridge and the woman I spoke with talked so fast with such an accent and was trying to explain how I would save money by paying more (!?) so I just went without ice for a few months.

Posted by: Henny Penny at March 1, 2008 3:22 PM