Sunday, January 16, 2011

My AT&T Landline and DSL Restored

Okay, the AT&T Repairman was just here. Apparently, the Saturday installer inadvertently broke my phone line cable. After a few minutes, the repair was done. My DSL is back, but still 25% slower.

I also heard that there is a new U-verse Internet only service. The U-verse signal is 10X faster than my DSL. According to he, the landline and U-verse can run on the same pair of wires.

My AT&T DSL Service downgraded from 4MB to .37 MB

After the U-verse installers were at my neighbors, here is what happened to my AT&T DSL. My 3G laptop card and 3G iPad are even faster than this.

AT&T Dispatch Manager Approves Fix for Sunday

As of Sunday 9:57 am I received a call from AT&T Customer Service that they will try and fix it on Sunday before 7 pm. Yes, they broke it and they should have a AT&T U-verse process to fix it in 12 hours or sooner, 24/7. Any Customer, especially our Senior Citizen Community in South Florida with its mission-critical life saving need for 911 Emergency Services rightfully deserves better service from AT&T when their landline fails.

Now the questions are: 1) will they send an installer out? 2) will he fix the landline 3) will my DSL speed be restored? 4) will it break my neighbor's new U-verse?

Does AT&T want to Deprecate my Residential Landline Service?

The launch of AT&T U-verse in a Region represents a serious challenge to AT&T Line Repairmen, finding a good pair of copper wire at the box to transmit 32 MB of AT&T Internet, AT&T Digital Television and AT&T Digital Voice is no easy task. These AT&T Repairmen have normally been with the company a very long time. I imagine they don't like contractor's messing with their box and the potential for conflicts are huge. 17 hours ago, my once very reliable AT&T Residential Voice landline line went down which gives it a not so stellar 95% uptime in 2011. I also discovered that the AT&T installers had been in my building all day Saturday installing U-verse for my neighbors. It appears to me that they took my good line that tested at 32 MB and gave it to my neighbor - maybe payback for placing a call to AT&T Executive Services earlier this week for the problems I encountered with their U-verse service and restoring my DSL line after the failed installation.

Without escalating this issue, my Regional AT&T Manager would have liked to restore my line 5 days from yesterday as standard operating procedures. After my escalation last night, I now have a Tuesday service restore date. But that's still not acceptable, I've had this AT&T landline a very long time and since that time added about every AT&T service. They broke it on Saturday, they should fix it on Sunday morning. With the increased sales of U-verse similar to AT&T iPhone sales, I would hope that AT&T would have planned for a new workflow to address service outages caused by their installers deploying new U-Verse customers. Unfortunately, that doesn't sound like it's the case!