![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
Back on the Net
Jun. 17th, 2013 06:11 pmLisa has had a lot of conversations with different people at AT&T the past few days trying to get our DSL service restored.
( Background )
Lisa talked with AT&T over and over again on Saturday, but got variations on "Not until Monday" or "You'll be back online within two hours," (not true) depending on who was doing the talking. Thanks to someone on my F-list who might not want to be named, this issue got escalated to a much higher level. On Monday morning, Lisa got several calls, one of which was from an Escalation Manager, and the issue kept getting pushed higher and higher.
Just after 11 AM this morning, the unhappy red blinking light on the DSL modem finally stopped blinking red and turned solid green. We had our connection back! We started to bring Lisa's machine back online, and everything was good for a couple of minutes, and then down she went again. This time it took the voice phone line down with it. But within five minutes both the voice line and the DSL came back online, and by 11:20 everything was working again, after an eleven-day DSL outage here at Fernley House.
We got a handful of additional phone calls after this, asking to confirm that our connection was back in place and reassuring us that the U-Verse bill would be rescinded. We got a return-authorization number for the U-Verse modem (a really annoying process in itself; it took three tries to get to a human being) and mailed it back to AT&T at lunchtime today.
I'm grateful to have our internet access back; however, this should not have taken eleven days and a friend on the inside to resolve. Lisa says she's used an entire year's worth of patience as she talked with people in nine different call centers (including one in the Philippines). In general, most of the AT&T people were polite about it (except the lady in San Diego who started arguing with Lisa about U-Verse and insisting that all computers are wireless these days), but almost none of them could seem to fix it. It was an immensely frustrating experience for both Lisa and me.
( Background )
Lisa talked with AT&T over and over again on Saturday, but got variations on "Not until Monday" or "You'll be back online within two hours," (not true) depending on who was doing the talking. Thanks to someone on my F-list who might not want to be named, this issue got escalated to a much higher level. On Monday morning, Lisa got several calls, one of which was from an Escalation Manager, and the issue kept getting pushed higher and higher.
Just after 11 AM this morning, the unhappy red blinking light on the DSL modem finally stopped blinking red and turned solid green. We had our connection back! We started to bring Lisa's machine back online, and everything was good for a couple of minutes, and then down she went again. This time it took the voice phone line down with it. But within five minutes both the voice line and the DSL came back online, and by 11:20 everything was working again, after an eleven-day DSL outage here at Fernley House.
We got a handful of additional phone calls after this, asking to confirm that our connection was back in place and reassuring us that the U-Verse bill would be rescinded. We got a return-authorization number for the U-Verse modem (a really annoying process in itself; it took three tries to get to a human being) and mailed it back to AT&T at lunchtime today.
I'm grateful to have our internet access back; however, this should not have taken eleven days and a friend on the inside to resolve. Lisa says she's used an entire year's worth of patience as she talked with people in nine different call centers (including one in the Philippines). In general, most of the AT&T people were polite about it (except the lady in San Diego who started arguing with Lisa about U-Verse and insisting that all computers are wireless these days), but almost none of them could seem to fix it. It was an immensely frustrating experience for both Lisa and me.
