AT&T Still Sucks

Wow, 4 times tonight my AT&T U-Verse service has crashed for 5 to 10 minutes at a time.  No TV.  No Internet.

All the TV’s will freeze up and and Internet service drops. Wired and wireless. No light flickers, nothing else in the house is affected, just AT&T U-Verse quits.

I reported this to AT&T 6 times tonight.  SIX.  3 times via online chat sessions that dropped before the “helpful” AT&T rep did anything or actually reported the problem – because THE DAMN AT&T U-VERSE SERVICE DROPPED WHILE I WAS REPORTING THE PROBLEM!!!

And 3 times when I called in to 800-288-2020.  The first two is because AT&T disconnected me because I have home U-Verse service, and they wouldn’t take a trouble report BECAUSE I DON’T HAVE AN AT&T PHONE NUMBER!!!

I’m serious. The stupid damn AT&T automated IVR system routed me to a place where if I didn’t have an AT&T phone number I was not allowed ANY other options.  No “Please press 0 to speak to a representative” or “Please stand on your head and spin clockwise 3 times while saying blow me” – no nothing.

Simply a recorded message saying (I’m paraphrasing) “I’m sorry, that department is closed. Please call back during normal business hours. Thank you for calling – Goodbye.”

I am really close to telling AT&T goodbye. About a year ago I posted about how AT&T sucks, but damn, 6 attempts to report a problem takes “suck” to a whole new level.

I actually copied the last two chat sessions – since I discovered AT&T doesn’t have that capability after the first chat session crashed and they didn’t keep it…

Remember,  this is the 2nd time I’m attempting to get help from them – the service dropped during the first attempt.

System
Connecting to server. Please wait…
System
Connection with server established.
System
Technical Support Topic: TS&R: More Help
System
Nishanta Adhikary has joined this session!
System
Connected with Nishanta Adhikary
Nishanta Adhikary
Thank you for contacting AT&T U-verse Member Support. My name is Nishanta {na6044}. Please allow me a moment to review your account details with the information you have provided.
Nishanta Adhikary
Meanwhile may I know the name on the U verse account?
You
I am tired of this crappy service – (Name)
You
it won’t even stay up long enough to finish a chat
Nishanta Adhikary
Thank you for confirming…
You
System
Welcome (Name).
System
Connecting to server. Please wait…
System
Connection with server established.
System
Technical Support Topic: TS&R: More Help
System
bc740r(BISHWARUP) has joined this session!
System
Connected with bc740r(BISHWARUP)
bc740r(BISHWARUP)
Thank you for contacting AT&T Uverse Member Care. My name is Bishwarup (bc740r). Please allow me 2 minutes to review your account details with the information you have provided.
bc740r(BISHWARUP)
I was able to access your ac
You
I tried to paste in the last chat session but it won’t let me
You
is there a number I can call to actually talk to someone to report this problem
System
Your agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by…
System
Nishanta Adhikary has left this session!
System
nr475y(Nikky) has joined this session!
System
Connected with nr475y(Nikky)
nr475y(Nikky)
Thank you for contacting AT&T U-verse Member Support. My name is Nikky(nr475y) Please allow me a moment to review your account details with the information you have provided.
You
the 800 288 2020 number won’t allow me to report the problem
You
it says the office is closed
nr475y(Nikky)
I am so sorry for the inconvenience caused.
You
Just get it fixed
nr475y(Nikky)
could you please let me know the issue?
You
the whole system dies when it rains. no tv, no internet
You
it’s cut out 3 times already tonight
You
I am sick and tired of typing this same info
You
It’s like rain fade with satellite, except the internet also dies
You
with this error: Gateway Authentication FailureGateway Authentication Failure. Please contact your Service Provider.

nr475y(Nikky)
Thank you for the information
You
Everything else in the house stays working. no power glitches.
nr475y(Nikky)
Please be with me I will quickly go ahead and check for the information.
You
all TV’s lose signal up and all internet (wireless and wired devices) freeze up and get the not connected error.
nr475y(Nikky)
How long have you been experiencing this issue?
You
6 or 8 months
nr475y(Nikky)
Did you perform any troubleshooting steps so far from your end?
You
what am I supposed to do on “my end”? All devices have been restarted multiple times. It’s the ATT UVERSE THAT DROPS – FIX IT
nr475y(Nikky)
ohh
You
It’s your bo that I’m renting
You
box
nr475y(Nikky)
I will need to run some line test from my end
You
the last guy did that right before your service dropped earlier too
You
about 15 minutes ago
nr475y(Nikky)
I want to make sure I get this issue resolved for you. I will transfer this session to our 2nd level of technical support. The next specialist will be able to
view our entire conversation and you wouldn’t have to repeat yourself.
Can I go ahead and transfer our session?
You
yes – will it be saved if my end drops again?
You
it’s getting ridiculous
nr475y(Nikky)
I can understand your concern
nr475y(Nikky)
yes they will take care of the issue
System
You are being transferred to another queue. Please stand by…
System
nr475y(Nikky) has left this session!
System
Tier2 – Lawrence (lr7563) has joined this session!
System
Connected with Tier2 – Lawrence (lr7563)
Tier2 – Lawrence (lr7563)
Hello, I want to thank you for chatting AT&T U-verse Tier 2 Technical Support from Arizona! My name is Lawrence, and my personal ID is lr7563. How may I help you today?
You
the last rep said you could see our chat – so I surely hope I don’t have to explain it again for the 3rd time tonight…
You
Gateway Authentication FailureGateway Authentication Failure. Please contact your Service Provider.

You
everything dies. TV and internet – 3 tv’s and all wired and wireless devices
You
goes out for 3 or 4 minutes and comes back
Tier2 – Lawrence (lr7563)
After looking over the chat session and the information you have provided, I understand that we are currently having an issue with intermittent services , would you say that is correct?
You
everytime it rains
You
that means yes, it’s intermittent
You
yup, just lost it again
You
so you’ll never see this
System
The session has ended!
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