AT&T’s Fast-Access DSL Service and their Laughable ‘Tech Support’
Here lately, computers and related components have not been very friendly to me. As I reported earlier, I recently got a new laptop computer. Everything is fine in that regard. Now, I’m having major problems with my DSL connection….and this isn’t the first time. My service is with AT&T(formerly Bellsouth). When it works, it works well. When problems arise, good luck.
First of all, I’ve had an on-going problem with this connection. 95% of the time, everything’s great. But everytime it rains or the sky gets cloudy, I lose the connection. I’ve had multiple AT&T technicians here at different times, and none of them can figure out why. And the worst part is, calling “tech support”. After holding forEVER, you finally get someone who speaks very broken English. I’m all for diversity, but heck, if I call tech support, I’m already frustrated. Connecting me to someone I can’t understand doesn’t help the situation. Then, you have to go through the same old song and dance everytime. I don’t need to check to make sure my ethernet line is plugged in to the wall. Their tech support apparently have no special skills. They are obviously reading what they are telling you, some sort of flow chart I suppose. If you try to ask a question, they are completely lost.
After calling and going through the whole phone episode, the technician came by when I wasn’t home. He left a message that he couldn’t find any problem with it. REALLY? Then why is the connection still down? Why is the little light on the modem red instead of green? Of course, he didn’t leave a way for me to call him. The only way to contact AT&T is through their help desk.
Today, my connection seems to be staying up for the first time in 3 or 4 days. However, I’ve gotten zero emails. I generally get quite a few everyday, and have gotten nothing for several days, so I know there’s still a problem. If you’ve tried to contact me in the past 4/5 days, please forgive me for not responding. I’m not bothering with AT&T tech support again. I’m not wasting 30 minutes waiting to talk to someone who is clueless. I believe my time with AT&T is quickly coming to a close.
Moving on to a New Broadband Provider
Choosing a new provider is not something I’m really looking forward to. However, the experience with AT&T has given me a new understanding of just what I’m looking for in an internet provider. Some of the questions I’ll ask before signing up for a new service might be…
- If a problem arises, who can I call for help?
- Do they speak fluent English?
- How much is the service, with all the gimmicks aside?(I’m not so concerned with the introductory rate for the first 3 months)
- If I need a technician to come to my house, how fast can I expect that to happen?
I’m done now. Thanks for reading 
My own experience with AT&T’s tech support in regards to DSL was similar … I’ve gotten Indian call centers before but the folks I spoke with at AT&T had accents that made me wonder if AT&T had opened a call center in Puerto Rico. It was nothing but thick, Ricky Ricardo-by-way-of-Al-Pacino-in-Scarface Latin accents.
Take a look at Speakeasy and see if you can get their DSL service. Also who is the cable provider in your area? Do they offer high-speed Internet.
At least you haven’t had to use DirecPath
hi Brian,
I’ll be sure to look into Speakeasy. I’ve not heard a lot about them around here. Here in Tupelo, the cable provider is Comcast, and I may go that route. If I do that, I’ll probably ditch my Dish Network service, and both DSL and telephone from AT&T.
You’re description of the tech support accent is spot on…..makes me wonder if we talked to the same person, hehehe.
I’ve had a few connection problems in the past … drives me nuts. I’ve got a backup 56k modem account just in case (not that you can do much at that speed – except emergency surgery to your sanity).
I’ve also seen smaller independent networks go down for exactly one entire day a few times – which happens when they don’t get the check to the line provider in time.
Hey Shane. My AT&T account has a back-up 56k connection as well, however I haven’t bothered with it. As a matter of fact, out of 3 pc’s in my house, I don’t think I have a modem installed on any of them. At 56k, Gmail probably wouldn’t load.
Hi Anthony! Well isn’t this a surprise? I actually stopped by to get help with one of your themes I’ve been messing up, and here you are talking about the same issue I wrote about in a TWO part series about the woes of Att DSL and my constant switching back and forth to cable internet depending on who makes me more disgusted.
Anyway in that first piece it’s about price and how to test your speed. But I’ll hurry up and write part two. Which is about technical stuff and how to get a GOOD connection from them since this seems to be your issue.
Dave
Cool Dave, I’ll look forward to reading it!
I just wanted to let you know that the Comcast cable service in
Nashville is quite good. Compared to ATT getting shot in the head is quite good as well.
I just got into the Blog thing and it’s mostly confusing but I’ll get it done eventually. I’m using your Darkwater theme (modified) and it’s fantastic compared to the others I tried. Thank you for making it easy for me. I wouldlike to know how to add audio to my site, if you have time to help a super rookie.
Bill, Thanks for the input about Comcast. I still haven’t changed providers at this point, but probably will before long.
As far as the audio thing, I’m probably not the best person to ask about this. I don’t have audio on my site, so I would have to do some research to find out how myself. I know that there are audio players that you can download to put on your site, but I don’t really have any recommendations for you.
I could not access the internet this morning 17 August 08 around 330 am . On calling Att tech support I was left listening to a taped series of vapid announcements and “helpful hints” for two- repeat -two hours. Why did I remain on the line for so long? I was curious to see if anyone would bother to talk to me. Nobody ever did. ATT customer service sucks.
u guys are a scream(Anthony & Bill) I totally understand your frustrations and
we thought it would be so great BEFORE THE INSTALL!!!!! GOOD LUCK and
MSXML 4.0 SP2 one for me!!!!
omg i thought it was just me with all those same problems. Now since they cant help me figure out why i cant stay connected since i usually call them every other day because thats how often my connection goes out, they are saying it was never available to me dsl i mean. ok if it wasnt ever available to me? why did they offer it to me, send me a modem out, and i have it a few days a week until it goes out? i have been an att customer for 15 years but i am surely considering a new phone company. i live in the rural district, dsl thru my satellite it more than i want to spend so thats not an option, now with att saying they are going to disconnect my dsl because i am all of a sudden too far out to get it after having it , i have no clue what i will do. i have dial up still but gosh after having dsl sometimes dial up just is going to make me lose my mind lol……….. any suggestions where to go to get dsl? or what to do?
My favoritre is when I call to report a DSL line out of service, and the automated system refers me to the website for trouble shooting….
like I can get to the website with no access.
I was totally shocked at the lack of help I received and the amount of frustration I suffered at the hands, or should I say voice, of the tech person, and I use the term tech with much hesitation. I had to tell her over and over and over that I couldn’t understand what she was saying and finally gave up and was ready to call and cancel the service but I managed to get it working without her help. Now if I can get my email working I’ll be set. I am happy with the service so far, just not the tech support. I couldn’t help but think how many Americans are out of jobs because of these people who try to speak English.
This is too funny! Been there done that, but AT&T customer service was actually wonderful! I had the exact same problem, 95% flawless and 5% pure frustration. After several attempts at getting someone to come out and fix the intermittent little bugger, I had one technician who appreciated me in a bikini (had been out back sunbathing) rofl and got their supervisor to come right over.
They figured out that after a complete line upgrade at the front of my subdivision someone had allowed too much bandwidth to flow thru at hub, which would overload the switch in my hub box and send it on the fritz. (I currently have a 3 meg connection as they say 6 meg is not available in my area, but the tech and I went to the hub where he hooked up his laptop which showed 7 megs of speed. Go figure!)
Then a tech would have to come out and replace this so called switch. After fixing this issue, I have had flawless service for over 3 yrs. My advice to you??? Borrow a neighbor in a bikini for your tech appt!
Thank you for feeling my pain . I am just as frustrated with all of the bull from At&t also.
March 20, 2009
ATT,
I am a customer with ATT, but if the treatment I have received from 3 of your employees is shown to other customers, I am surprised you have any customers at all.
I have worked in the Medical Field for 40 years. I work from home as a Radiology Editor/MT. I have to rely on satellite Internet as I live in a remote area in Florida. I recently switched from Wild Blue as the service was very poor and I was not able to make my living (for which I am the only bread winner in my family), I . And we have been waiting for “DSL” for like (5) years and still cannot get it….. Horseshoe Beach Florida 32648
.
We also have been waiting for the dsl servies!! outside of horseshoe beach florida but nothing yet!! If we had another phone company to go to we would do it i dont recommend att to no body they are liars…..
So funny that i came across this. I have been dealing with these ppl almost on a weekly basis and what i have found out is that they always drop the ball. Normally i might be a department or 2 that is lackin but every department is lacking. We got a new house built on a brand new street and they kept telling me that 768 KBPS was all i could get. I then went to transfer to earthlink and wait …. all of a sudden i qualify for the express package which tops off at 1.5. So after weeks and months of the connection constantly cutting on and off i finaly had enough and told them to send a tech out. BEST CHOICE I EVER MADE. If you are having problems make them SEND A TECH. They tried to scare me saying the tech would charge me bla bla bla. Tech came out and found that our line was running miles down the road before it came to us. So he cut the cable or something and had it running directly to us, also i guess the builders were cheap and screwed the phone lines up in the house too. The guy fixed that as well. When all was said and done we were pulling 1.3 constant. Guy said that u never want to pull the max, always just a little shy of that so that you never time out. He also told me i could pull a max of 3.0 but advised nothing over 2.0.
Here’s the fun part. I rocked the boat, BIG MISTAKE. I called them to upgrade to the PRO which is up to 3.0 and they told me that based on my location i couldnt even after the tech told me i could. I literally was being trans from manager to manager Ripping each one a A$$>>>. Finally i got one to do what they called a line test to see if i could handle more which it could. SO they up graded me to the pro package and i ended up pulling 1.6 and it kept timing out cutting off, being slow. So i told them to just take me back to express screw it. They put me back to express 3 days later and i was pulling 300 KBPS which is less than half of what i had before this whole problem started six months ago. I called and after being transferred and going from tech to tech department to department i had it reset back to 1300 KBPS. The bottom line is like any customer service none of them are really trying to help you. You are an idiot and a process they must complete to get paid thats all nothing more. You have to tell them what you want and take no other alternative and even at that someone on their end will still drop the ball. BEST ADVICE I CAN GIVE IS ASK FOR TECH TO COME OUT. They guy who came to my house didnt charge me a penny, I tipped him $50 just because he gave me the lowdown on how att operated and what u have to do to get your problem fixed nice guy. haha so i can pull 3 but is it really worth it, not for me at this time. Sorry for the novel.
David, I agree 100%! Make them send a tech out. They may resist, if they do, threaten to cancel your account. Until you can get someone out to look at it, and that you can talk to face to face, your problems will most likely continue.
You guys are lucky to even get the service started at least. I waited two weeks for them to activate the line. The 30th of April past when they said it would be connected. Nothing from the modem. So I go to a friend’s house to get a hold of an agent online. They stated my order was canceled with a note from the tech who said my residence was too far from the hub. Yet my neighbor two blocks from me has DSL from them! I was pretty ticked off and I’m debating on fighting them further on it. Waiting two weeks and then for them not even call me to let me know they canceled, that’s just poor service.
I’d go with cable but I’m with them now and we have a school nearby that sucks up all the bandwidth so its pointless.
Wow same things here i just sat here for two hours trying to get my connection back. tying to get an att customer support number alone is a hassle not to mention the indian woman on the other end frustrating the hell out of me cause i cant understand her. i had to tell her look lady your gonna have to transfer me to someone who speaks english i cant understand a damn thing your saying. ok si hold whike i koneccy you. ” ok sir hold while i connect you. Then that call gets ended so i had to call back and sit for about 20 min and i got someone who spoke english a little more clearly. that call went a little better i was fully satisfied after about 3 hours of brain crunching of why in the heck is my connection wrong. btw when your in the automated system you cant even breathe or else the drone says ok sir im having a hard time understanding you: if your calling about your internet say yes for all other options say other. i reply “yes” . hold while i transfer your call somehow the drone transfers me to billing. back to square one except this time she’s chinese or japanese.
I’ve had problems almost two weeks now….have had at&t’s dsl over a year with no problems…now it’s mighty strange since at&t is now going thru the tele line for television?…..I can’t stay online long enough to get a message thru this is my third modem….and the tech last night said he has never seen it this bad on my machine & wife’s machine…?….I called and ordered cable today. I had cable internet before and comcast took over and I didn’t appreciate their service upon their first taking over, but I can’t stand waiting for this modem to reset 15 or 20 times a day or when I’m trying to get something done on the internet……….cheers to all !!!
Just wanted to post a comment that may help a little. I work at At&t in the tech support department. I am also located in the United States. 50% of my calls people say how nice it is to speak to someone that actually speaks English. Believe me i know how frustrating it is, but not only is it At&t that hires overseas. Most of all the companies i have service with all have overseas call centers not that i’m taking up for At&t. Just wanted to add i’ve had service for over a year and never lose my connection and i have a third party router connected to my At&t modem. But the one time i lost connection i figured out myself bc i am tech support that i needed a replacement modem and guess what, when i called in the first thing i said was I need to speak with a US Agent!! Just a little tip in case you do have to call just ask for US AGENT & they will transfer you to one of us that actually knows what were doing and makes more than $2.50 an hour :0)
I just spent 3 hours on hold from att. Having the same problem for over a month. I too make a living on the net. Spent 2 hours on hold yesterday. this is Stupid. I am going to request a tech to come out. I wonder if it will disconnect while I am writing this. Last Call they told me I had to buy a new modem. This really pissed me off since I have been with them for 15 years. I ran diagnostics and it shows that the modem is fine. Its the ip address. What the heck does that mean.
I am so frustrated that I too just may cancel all att including their cells, homephone and internet and switch to cable. And it is too funny that they tell you to go online for support while you are on hold cause you don’t have service.
Some DSL Basics …
Line filers .. Every “phone” should have a filter. The dsl modem is plugged in direct, but if there is a phone going into the same wall socket, use the filter that has 2 sockets but make sure that you you use the socket marked for the DSL modem.. You see, that side of it gives it a direct connection and the other side filters the phone.. The filters are not just BS .. they make a difference on both your phone call quality and your DSL connection… Also, if you have an alarm system hooked to the phone line it will need a filter (you will probably have to call your alarm company) .. And don’t forget about things like FAX machines and DVR recorders that are plugged into the phone lines They need filters too !! .. Again the DSL modem should have a direct unfiltered connection.. all other phones and devices have filters.
The only constant is change .. People move phones around the house, or plug them into formerly unused sockets. You move your computer around, or disconnect everything to put in say a video card or ram.. whatever.. The cat attacks the bundle of cords.. etc.. this is why they start you from scratch at tech support.
Modems & Routers .. AT&T only supports their own modems and routers.. The modems and routers usually store the username and password inside it.. If you hook up a router to a modem, then you have conflict as the router also wants to control the username and password, and manage the connection. The best thing for multi user setups its to buy the router from AT&T .. then you have support.. otherwise your on your own. All AT&T can do for you with a 3rd party router, is to disconnect the router and make sure the modem works connected directly.
Modem Lights -
Power – means there is power duh..
Ethernet – means the modem is connected to the Ethernet on the computer.
DSL – means that you have been assigned an IP and the connection is Synced (When solid) blinking means you are not in Sync or that it is unable to make a connection (perhaps username/password problem) to the main office. Sometimes blinking can be caused by .. filters.
Internet -means you have access to the Internet.
Activity – blinking, means packets being sent to and from the Internet.
Upgrade speed changes — Hopefully, when you order an upgrade, you will be checked as to whether or not it is supported at your address. From my own experience going from Express to Pro, it took several days to kick in and wasn’t immediately apparent that it kicked in. The most noticeable change is in downloading large files.. I did end up calling tech support who had me change some modem settings.. I do not know if this is supposed to be done automatically, but I suspect that it is.. and maybe my older modem just didn’t do it, or perhaps the command to change the settings wasn’t sent.. who knows.
You can request a US based tech.. no problem. Techs are patient with you.. be patient with them, as they have to follow steps.. You may be extremely knowledgeable and want to skip ahead, but don’t do that.. it’s as simple as saying.. “did that” and your on the next step.. and you might find yourself in an ahhHa moment, as some simple thing overlooked is found that is causing all the problems.
I dont know if you still have this problem, but i’ve been fighting ATT / Bellsouth for over 3 years. This last battle has been a tough one, but i think we’ve finally made some progress.
First let me say the india based support is worthless. I’ve found a way to get US based techs. I’ll call requesting billing, and get them to transfer me to DSL tech. Because billing is US based they transfer you to a US based support team.
So, to give a quick history. Since i’ve moved here in 2006 i’ve had intermitent problems with dsl. Basically i lose sync. I’ve replaced the modem 3 times. I’ve been having these ‘fits’ every few months, and i’ll call ATT and fight with them for a while, and finally get to a ‘line tech’ and they fiddle and reset some stuff and everything works for a few months again.
Last night, since i had someone in the US that could understand my frustration, she called a dsl line tech, and they looked at my case and said he would ‘rebuild my connection profile’. He explained to her that over time ‘my bandwidth builds up’ and causes my modem to get knocked off.
Well, I’m a Network Administrator at a college. The terms they’re using are incorrect. Bandwidth doesnt accumulate. Nevertheless, rebuilding my connection profile seems to have fixed my problem. Who knows how long it will stay operational, she said if problems return they’ll move me to another port on the DSLAM (the dsl switch at the CO)
Ever since AT & T acquired Bellsouth I have had a very similar problem. I had Bellsouth DSL for 5 years and never once had a problem. Since AT&T took over the longest period I have not had a problem either with DSL or LandLin or BOTH is six weeks.
The MOST aggrivating incident was in April of this year. Every night at midnight I would lose sync. AT&T told me “IT SOUNDS LIKE A MODEM PROBLEM TO ME.” I asked “REALLY, JUST HOW DOES MY MODEM KNOW TO SWITCH OFF SYNC AT MIDNIGHT EVERY NIGHT?”
They sent a tech out FOUR (4) days later. When the tech left I had great sync, but when I tried to make a phone call I had no dial tone.
AT&T TOLD ME “IT’S AN INSIDE WIRE PROBLEM.” So I said “PLEASE EXPLAIN TO ME HOW THE SAME INSIDE WIRES THAT CARRY A DIGITAL SIGNAL IN PERFECT SYNC CANNOT CARRY AN ANALOG VOLTAGE?”
When the tech returned and told me that it would cost $200 minimum for them to check the inside wires. I told him to forget it that I would go wireless good bye. He noticed how profoundly disabled I am and was still there when the hospital van arrived to take me to outpatient therapy. He praised the Lord and prayed over me and I left on the van.
When I returned home that evening GLORY BE! The heavens had opened up a golden light had shown down and until three weeks ago I had a dial tone!
Since they outsourced EVERYTHING TO YAHOO things have deteriorated, I’m going to give COX CABLE a try…….
George, I feel your pain, man.
I have had a run in with AT&T’s tech support for internet, for about a month now, my 3.0Mb/s downstream that I am paying for is running at 0.48Mb/s according to both speakeasy and speedtest.net. I have called AT&T several times but they keep telling me that it is a problem with Viruses on the computer, I then told them it was a brand new computer fresh out of the box, and unless Microsoft or HP installs viruses on their computers I guarentee it is virus/spyware free, but they kept on insisting, I then told them it is happening to all 5 of the computers at my house, and the two PPC cellphones I have that have Wi-fi connections on them. They say that remote tests on the lines show the lines as good, but I know that those tests are not accurate.
Does anyone know of anything to do to fix this, I have already ran new CAT5 phone lines, replaced the modem twice, even replaced the ADSL filters and phonejacks.
I talked with an AT&T tech that I ran into at a local restaraunt and he told me it sounds like an issue with AT&T’s lines going from the main box to my NID, but I can’t seem to get tech-support to see that.
Talk about Idiots. i knew when AT & T was allowed back in business the communications service would not only go to hell, it would build it’s own hand basket. According to AT & T Technician who came out to repair my service, I have 7MB download AT the terminal block on the outside wall of my house. But because the “Lines in the area will not support the 6MB download” I can not get the 7MB already there to my cocomputer 4 inches away. M I C … K E Y MOUSE.. I am seriously considering calling the COO of AT & T at his home in dallas around 3:00 AM and ask him why. Perhaps after a few calls he’ll get them off their lazy buns to get it working.