I am so sick of AT&T DSL

I am so sick of AT&T’s DSL service.

First, my home network connection keeps dropping out, often at odd hours of the night. I’ve called to report this problem, but it typically disappears by the time I get ahold of a tech support rep. Argh. They say that they can’t do anything when the problem isn’t manifesting itself, which is very frustrating indeed.

Second, whenever I do call to report a problem, they keep asking me for the model of my DSL modem. Um, hello? You folks should have that information on file, people; after all, you supplied the DSL modem. In fact, I pointed that out to one rep, and he said, “Well, I could look that information up, but it would take a couple of minutes.” This is preposterous. Obviously, whatever database they’re using is very poorly designed.

Third, when the problem would not resolve itself, they’d say that I need to let a technician into my house in order to fix the problem. This happened twice over the course of just a few months. On both occasions, I was forced to take time off from work, only to find out that there had been widespread complaints from other customers as well, indicating a problem outside my home. You’d think that they’d figure this out before telling me that I need to be home and let their technician in.

This time, I refused. I said, “Look, each time a problem like this occurs, I go through the same old rigmarole. I can’t afford to keep taking time off from work, and if past reports are any indication, it looks like the problem is something outside my home. Can’t you please check that first?” The customer service rep acquiesed – rightfully so, after all, this just makes sense.

I’m seriously thinking about looking for another ISP. This is very frustrating indeed.