31. August 2009 by admin.

Today while I was at Kyle’s birthday party at the skating rink, I got a voice mail from AT&T.  If I was still having problems, I was to call the same number I called before, use the pin and reference the case number.  I got home a little after 5, and it was probably 5:30 by the time I decided to try again to connect, and to call the support number.  When I called the support number, the recording identified the center as AT&T Enterprise Technical Support Center for Wireless Services. I was asked to enter my PIN number. The call was automated-transfered.  the recording advised me that the offices were closed, that the hours of operation were 9 am to 6 pm Eastern time and they are closed on Sunday, and I should try agian during the business hours.

I thought this was going to be a number that I could call when it wasn’t working, separate from the normal course of things.

Additionally, it suddenly occurred to me:  Does AT&T really want me to believe that there is much more data traffic at 5am on Sunday morning than at 7pm on Thursday?

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31. August 2009 by admin.

Wednesday evening I got a voice mail from AT&T support to the effect that they couldn’t find anythign wrong at the tower, and if i was still having trouble I needed to contact them at the number provided, with the case ID and pin number.  thursday I did contact that number and spoke with a support rep.  He wanted to know if I was still having trouble.  I’m starting to wonder what happens to the notes that are supposed to be taken during these conversations, because the notes should indicate that I don’t have trouble connecting during the week.  That would indicate that Wednesday I wouldn’t be having trouble.  Thursday I wouldn’t hbe having trouble.  And when I was at a different location I wouldn’t be having trouble, which would be Wednesday and Thursday when they were calling me and I was calling them.  All this stuff is in teh notes they’re supposed to be adding to the case.

Saturday I hopped on the ‘net about 7 am, and before 8″30 I got kicked off.  I’m still not able to connect, and it’s 12 noon Saturday.  The rep did say on Thursday that it’s possible that there’s just too much data traffic at our tower on the weekends.  The conversation Thursday indicated that the support rep with whom I spoke on that day would be calling me on Saturday around 7 in teh evening to see if I was still having problems.

Where will that leave me?  AT&T should be able to look at the traffic at that tower, and, if the traffic load is the problem, it seems that AT&T can be compelled to do something to provide the service we’re paying for.  AT&T’s position, as stated to me so far, is that they don’t guarantee service 24/7.  At what point can it be concluded that AT&T has a responsibility to upgrade the infrastructure to provide advertised and contracted service, rather than hiding behind “not guaranteeing service 24/7?”  This is not a case of “not guaranteeing service 24/7.”  This is predictable service interruption, and once it becomes predictable, does AT&T not have a contractual obligation to take measures to remedy the situation?

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