AT&T Tech Support

There has been a lot of negative sentiment on technical support and customer care representatives lately. I’ve voiced some frustration with Sprint’s front-line technical support staff before. Poor customer service over the phone has also been publicized with Vincent Ferrari’s AOL episode as well as a recent video taping of a Comcast technician sleeping on a customer’s couch while waiting for assistance from his peers. Because people are likely driven by self-interest, there really is no reason for customers to give feedback for anything other than complaints.

This entry bucks the trend. I was recently frustrated with my DSL connection. I have had this connection for almost three years, and I have never before had a problem. My connection started dropping multiple times throughout each day. I reached for technical support at AT&T (formerly SBC). The phone support was mediocre, but the people that provided service at my house were exceptional technicians. Both of these technicians did their job above my expectations and perhaps outside of their protocol.

Now, my connection is stable, and I am a content customer once again. Their equipment may or may not have been faulty, but my home’s phone wiring is a more likely cause of the service disruptions. There were two ways to resolve the problem: go with cable or fix my inside wiring. Since the necessary wires were readily available, ahem, my inside wiring was fixed quickly.

63 Responses to “AT&T Tech Support”

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  1. Steven Rosenberg Says:

    Yeah, once they come out to your house, the AT&T people are very good. It takes a virtual act of god to get them there, but they really know what they’re doing. One tech even gave us his card and told us to call directly when we have a problem.

  2. Josh Dunbar Says:

    I need some help. On Tuseday I called in to have my phone looked at, and they said that someone would look at it on thursday. But no one came or called. Today it is Friday @ 11.00 O’clock and Istill have no phone

    My phone has no dialtone, can someone help me please.
    Thank you Josh Dunbar.

  3. x2fer Says:

    There’s a FAQ on the AT&T/SBC Website that will direct you how to test the telco line at the junction box. If it works there, the problem is inside your house. If it doesn’t work there, the problem is AT&T’s. The Telco company is required by law to get at least one jack, inside your house, working.

  4. connie r lopez Says:

    Our phone went out today-6-03-2007. No dial tone. It took forever to get to a rep. She told me it was a phone off the hook here. She wanted us to unplug all the phones for five min. Then try them again. It didn”t work. One plug in went behind the large cabnet, and now we can’t get to it. None of our phones work. It’s the weekend and we’re up a creek.

  5. Diane Duckett Says:

    On Aug. 2nd, I called Tec-suipport to re-establish my internet connection after a crashed computer wiped out all my files. The gentleman helping me had a very pronounced accent, and I had difficulties understanding him. I was on the phone with him for almost an hour. During this time, I asked him twice to not yell at me. I couldn’t believe that I was being talked to this way. I finally hung up on him. Customers should not be treated this way.

  6. David Athanacio Says:

    I’m not being able to connect to E mail connection

  7. JOHN CLAYBAKER Says:

    AS A FORMER CUSTOMER. AT&T DOES NOT KNOW CRAP ABOUT HIGH SPEED INTERNET SERVICE. I WAS A CUSTOMER WHEN BILL GATES WAS CONNECTED WITH SBC YAHOO. I’LL BET MR GATES IS STILL MAKING MONEY. HOW’S AT&T DOING? THANKS FOR YOUR TIME.

  8. JOHN CLAYBAKER Says:

    IT’S TAKEN ME ALMOST 3 WEEKS TO SWITCH FROM AT&T HIGH SPEED INTERNET SERVICE. I HAVE THEM OFF MY SIGN ON SCREEN. BUT STILL GET GET THEIR YAHOO NEWS SERVICE. I’D ALMOST WAGER THE PONY EXPRESS WAS AS FAST AS AT&T. WHO’S RUNNING AT&T NOW? HOPE AT&T EMPLOYEES HAVE THEIR RETIREMENT BENEFITS LOCKED IN. THANKS FOR YOUR TIME.

  9. JOHN CLAYBAKER Says:

    DOES AT&T PRACTICE CENSORSHIP TOO?.

  10. JOHN CLAYBAKER Says:

    ALMOST 3 WEEKS AGO I SWITCHED FROM AT&T HIGH SPEED INTERNET SERVICE. AS A FORMER SATISFIED CUSTOMER OF SBC YAHOO FOR OVER 3 YEARS, I WONDER WHAT’S HAPPENED TO AT&T. THANKS FOR YOUR TIME

  11. JOHN CLAYBAKER Says:

    I WONDER WHO READS THESE COMMENTS. PROBABLY NOT AT&T HIGH LEVEL MANAGEMENT. THANKS FOR YOUR TIME.

  12. Steve Says:

    AT&T’s Internet has been pretty good. Their phone service is starting to get kind of expensive, though.

  13. CHARLES Says:

    just bought an air card 3 days ago and it works a few minutes and quits. help somebody help me.

  14. laura iannotti Says:

    phone has no dial tone please fix asap

  15. AT&T employee Says:

    I work for AT&T DSL tech support and part of the problem is the BS AT&T forces us to do. I would be able to give alot better support if I didnt have to folow their BS guidelines.

    Opening script is verbatim… /Thank you for choosing AT&T internet services, My name is Mark, May I please have the telephone number associated with your AT&T high speed internet service. Would this number be a good number to reach you in case we are disconnected?/

    Atleast that is for my call center.

  16. Steve Says:

    The cost of phone service is starting to ramp up.

  17. AT&T employee Says:

    Oh and btw, everyone that doesnt like AT&T should just cancel the service. And dont threat to do it though if you are un happy, us tech support employees dont lose anything if you cancel your account. Our bonuses etc. are based on other things, if you want to cancel we will just transfer you on to the department that will do that for you and Im sure they wont want to lose a customer.

    Guess what im saying is if you are un happy with the service just cancel it. AT&T has like millions of customers you dont really matter much, its sad but true.

  18. Allun Ren Says:

    Last night the AT&T internet service was not working. I called and it said the entire service was down in Chicago. I’m not going to pay for Nov 15.

  19. Rendell Whitehead Says:

    I want to get AT&T DSL, the service comes up in my yard, to service all my neighbors but service is not available to me. I spent 1. hours on the phone getting the bounce around. I can post names of the folks that bounced me. I finally got to a tech, gave the call back number which is my cell, it’s been 15 minutes since we got disconnected, and no call back. I am so pissed. I want to get a chain saw and take the freakin pole down. That would be bad idea though. It was stated to express the level of frustration. I would never do anything like that. I may however, contact my local State Representative. Maybe they can findout why.

  20. Dandie Doyle Says:

    I just bought the Samsung Blackjack.
    I love it but I’m having a problem receiving my text from certain people.
    They say they receive mine, but I never get there reply

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