AT&T Long Distance USA Informative - Tech Support Security Policy Is Absurd
CALIFORNIA -- My internet connection went down and I couldn't connect to internet.
I called AT&T tech support.
Everything seemed to go fine until they wanted me to supply them with the 'original' passcode on the account.
I started my internet service with SBCglobal and AT&T took them over a few years back.
So, after almost 10 years of service I couldn't remember the 'original' passcode
In this time I have upgraded by 2 computers.
The tech said to 'look on an AT&T bill.
Problem: I have been 'paperless' for over a year now and have no AT&T bills.
They said, 'Too bad, they can't help me without that info' After going round and round about that I finally hung up.
I found an older 2wire I had and hooked that up and got an internet connection.
Problem: during the tech session with AT&T they reset my internet connection so that my connection would default to the AT&T diagnostic page and I would have to completely negotiate the diagnostics before it would re-connect.
Problem: got to a page that demanded that same info 'for security reasons' that I went round and round with the tech person.
Called again> explained that I had no bills, that I have been paperless for a year or more..and that I couldn't check my online account to see what that info was because I COULDN'T get online.
Again, they told me that I was basically screwed, they couldn't help until I gave them the info. They gave me an alternative: FAX a copy of my driver's license and a current bill to them the 'verify' that I am who I say I am.
WTF???? Stop my life?? and FAX them ?? I don't have a fax machine..drive to some store somewhere?? and FAX them ..
Again, I said, never mind, it is easier to cancel my service with AT&T then to put up with this B***S***.
" I asked to be transferred to
termination of service"
They hung up on me.
I called AT&T and got to the disconnect service.
When I explained to the person what just happened and why I was disconnecting service, she was appalled.
SHe had all my info there, all they need to do was to contact her office and she could give them my info.
She convinced me to stay. She opened a threeway between a tech person, herself and me. I got the info to them and they cleared things up on their end and saw my 'modem' as being online even though I couldn't still get to my home page.
We hung up, There was still some problem on my side of things and it was up to me to figure it out, Fortunately, I remembered the URL of the diagnostic page AT&T told me to type in, so I got as far as the diagnostic page.
Safari has diagnostic button for troubleshooting connectivity issues.
It still said that there was a problem with my computer talking to the modem.
I had already replaced the 2wire, and even though all lights were green, I tried a new Ethernet cable.
That seemed to be the solution..I accessed the connection reset page, typed in all the security info I got from that wonderful woman in the service disconnect office and am back online.
took about 6 hours.
AT&T Tech support and policies..I give a minus 10..total BS and stupid!
Non-tech support for AT&T I give a 10+ Smarter and more logical than the stupid tech support.
Also< I ended up with 1/2 off the next 6months of DSL service AND a free 2wire modem.
HEY, AT&T..listen up!! With all of your Technology to communicate, how about communicating between your depts???
All the info I needed was right there!!
Thanks for nothing AT&T tech support,
Bless you AT&T Discontinue service personnel.