Saturday, March 28, 2009

AT&T DSL Service Outage 03-27-09 (Miami, FL)

Yesterday morning, my AT&T DSL line went down. When it occurred, the lights the 2Wire modem were blinking and were not able to establish an Internet Connection. Here are the steps I used to try and resolve the problem.

  • AT&T Tech Support - I called 1-888-321-2375 to inquire if there was a service outage. I was informed there was none that they were aware of.
  • AT&T Tech Support - The tech reset the port for me and diagnosed an intermittent DSL connection issue on 2Wired modem. She put in a Service Request to request an AT&T rep come out the following day between 8 am and 12pm or 1 pm and 5 pm. I choose 8 am.
  • Re-test with Backup Modem - I found an old Westell modem in my closet and plugged it in to my DSL data line and was still unable to get an Internet connection.
  • AT&T Tech Support Manager - I asked to speak with a manager to get the service call that afternoon or evening but was unsuccessful. I explained that I was a very loyal AT&T customer and subscribe to several of their services. After making this call, I did get a follow-up voice mail confirminmg my appointment for 8 am next day and letting me know to call 1-888-272-4047 if I needed to reschedule the appointment.
  • AT&T Onsite Tech - The tech arrived the following day at 8:30 am, about 24 hours from the initial service outage. He tested the line with his modem and was not able to get an Internet connection. He diagnosed the root cause of the problem being at the box on the street which is commonly caused by storms or bad weather. He put in another service request or ticket to request service at the AT&T box on the street. The tech gave me the ticket number. He tried to schedule the service for the afternoon but was unsucessful. The service was scheduled for the following day.
  • AT&T Tech Support - I called AT&T Tech Support at 1-888-321-2375 to speak with a manager. I was able to convince her to escalate the ticket for this afternoon, between 1pm and 5pm.
More later...

1 comment:

Sparky said...

Okay, you don't know me, but I was Googling cases of people's AT&T dsl suddenly failing and I found this blog. What came of this, did it get fixed? Our dsl died on July 1st, and we couldn't get an appointment for someone to come out until the 13th - 2 weeks of DIAL-UP. D: Dial-up shared between two people. :( And I run an online community. So now I read this and find that the guy might come out, find a problem, and schedule an appointment for ANOTHER person to come out? We're going on vacation in less than 2 weeks, here. :(