Martin D.

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Martin D. Goodkin
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Computing & Technology > Blogging > A Vacation--not Voluntary--from the Internet
 

A Vacation--not Voluntary--from the Internet





On Friday morning, March 3, 2017, I wanted to get on the Internet for my email and couldn't! I called AT&T and after 2 hours and 10 minutes I found out something was wrong--DUH! Of the 30 people who live here at least 10 were without the Internet and we immediately knew what was wrong--the lawn maintenance people had cut a wire. It took AT&T 4 days to come to the same conclusion  and then 4 days to fix the wire. 


I won't get into the many HOURS I was on the phone those 8 days repeating the same thing to an unaccountable amount of people. Adding insult to injury I was disconnected 4 times--yes, 4 times--from the automated 'man' who understands full sentences.


I spent a minimum of 4 hours every day waiting for a technician to come to my place to only tell me it is not my problem but on the outside--by the 3rd day, including last night, before the technician opened his mouth to say hello I answered by telling him exactly what he would find and yes that is what he found and smiling, repeated my words.


I was promised by one on Wednesday that it would be fixed by that night or the next morning and on Thursday the technician of the day (I got to meet all 8 of the team here) said that they had it fixed but since it was so late it wouldn't be til tomorrow morning (today) and guess what? Yes 8 days later I tried to get to my email but the Internet connection wasn't working!!


It is beyond my comprehension how such a large company like AT&T is so messed up! Each day it was like the whole problem was new. While everything was, supposedly, on my report of calls and what was or wasn't accomplished it was as if Susan didn't talk to Eric or anyone else talked to anyone else. Each time I called it was as if it was a new problem and , remember, there were 9 others calling from the complex with the same problem!


I did have one funny conversation with Randy who was on the esculation team. When he answered the phone (after I waited 22 minutes and was cut off by the automatic system!) I explained this was not aimed at him and I was apologizing before I started my rant.He immediately responded that he couldn't do anything but that I should go ahead and I did. He was/is the top man in his department and he said there really was no one higher on the ladder that he could refer me to because all used that automatic system in order to talk to anyone. While I am not saying that Randy was wrong or rude--he certainly was not the latter as I can say about everyone I spoke to though too many read from a script and will not stop talking to hear what you say and/or want until they have finished that particular part of the script.


I am not stopping there and will eventually get to the head of the Internet department of AT&T while meanwhile though I haven't heard much better reports about Comcast and other Internet suppliers I certainly wouldn't recommend AT&T even though I get a great rate.


I have a lot more to say about this all but I do have a lot of catching up to do. It is surprising how dependent you can become to a 'thing like the Internet, a television set, the phone, etc. (And how I learned to hate 'typing' on a phone and now admire those who do!)




posted on Mar 10, 2017 4:09 PM ()

Comments:

I wanted to add this if you decide to go full twitter --

For safety, I’d recommend NOT putting your location or building name. In fact, for the purposes of addressing general community problems like this you may not want to use your full name as the Twitter account owner; you can put “Happy Guy Online” or something as your name. Someone on Twitter may figure out where it is you’re talking about, and I don’t want to hear about your being targeted by thieves as a result of tweeting too much information.
comment by drmaus on Mar 11, 2017 9:56 AM ()
Thanks but I really don't understand what you are talking about--Twitter???? I don't have it or use it--I have enough problems!!! LOL
Regarding being robbed, not using my name, etc. I am a published author, my name is easily accessible on the Internet and I have written and posted and made many Youtube videos about where I live.
Not being a wise arse I really don't have anything a thief would want--that is one advantage of being very poor!
reply by greatmartin on Mar 11, 2017 10:52 AM ()
I can understand your frustration. When companies have such poor communication lines for customers, we must have workarounds. You have a Twitter account, I hope? Companies do pay attention to their twitter presences. Write a series of tweets about this, starting with how long you were without service, how many people it involved, and that you’re a senior community.

And most importantly, start each post with @att to draw it to their attention. You can include at the end of each tweet hashtags like #attoutage . The more that hashtag is repeated, the better, so put it in each tweet.

The next time your service goes down, go out in the neighborhood and find a phone or computer to borrow to make new tweets.
comment by drmaus on Mar 11, 2017 9:27 AM ()
We've had Cox and although they just keep getting more and more expensive, we've had no troubles. Sorry for your hassles.
comment by jerms on Mar 10, 2017 8:20 PM ()

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