At least, my experience with them so far has led me to believe that. And the sad thing is, I don’t actually have them as my ISP yet. All my frustrations stem from me trying to get them to hook up my service. I know, it’s not like the world needs another blog post about how ISPs provide terrible customer service, but I am going to post one anyway. So be prepared for some vulgarities.
AT&T, as an ISP, sucks giant sweaty donkey balls.
I sign up for “naked DSL” service from AT&T on Sunday evening, 18 Oct 09. I get one of their mid-rate plans (1.5Mb downstream/384Kb upstream) and schedule the technician to come out Wednesday, just three days later. I think that’s not bad even though the scheduled window for when the technician can arrive is 8:00AM – 9:00PM. (No, that is not a typo.)
I then proceed to order a Wi-Fi-enabled DSL modem—the offerings from AT&T were skimpy on features and heavy on price—that will arrive by the end of the week. So far, all is good.
Wednesday rolls around and I am waiting patiently for the AT&T technician to show up. (Did I mention they tell you the technician will show up during a 13-hour window?) It gets to be about 12:30PM and I’ve got errands to run. So, I call the AT&T service number to get a better sense of the technician’s ETA and get a generic brush-off with “We do not have that information”.
So, I decide to give the technician the benefit of the doubt that he will be logical and call me **before** he shows up. BIG mistake. I go to the library after running my errands so I can use the internet to check e-mail and browse the web—I applied for two jobs online while I was there. As my phone is off, I don’t get the message from the AT&T technician telling me he is outside my door until I get home. (As it was, he didn’t get to my place until after 4:30PM. If I hadn’t gone out to run my errands I would have been home all day twiddling my thumbs waiting for the guy.)
At this point I am furious as all the guy—and it was a guy, Brian—had to do was call me as he was on his way over. Shit, the library is only 10 minutes away by bicycle. I could have met him back at my apartment IF HE HAD ONLY CALLED ME AHEAD OF TIME. Oh yeah, the best part: Chuckle-head Brian tells me to call to reschedule the installation but he doesn’t leave me the number to call.
(For those of you wondering: To speak to someone about the status of an AT&T DSL installation, the magic number to call is 800-288-2020 and choose “DSL Status” as your option.)
Thursday morning FedEx tries to deliver my modem and I was in the bathroom. So, I have to wait one more day to get it, plug in it, and see if the DSL is working.
Later Thursday morning I call the AT&T service line to try and re-schedule the installation. The woman on the line sounds confused and says the service should be active but to wait until I get my modem plugged in to be sure. My second BIG mistake. As it turns out, there is a wholly separate 800 number to call for DSL installation support. A number which I don’t obtain until today.
Today is Friday. I get the modem from FedEx, get it all set up and configured and no DSL service. So, I call the 800 number again and after being transferred once talk to a nice gentleman—His accent sounded Indian but his pronunciation/vocabulary sounded Canadian; It was kind of an odd, yet soothing sounding, voice—who tells me that my DSL service is “Pending” and I need to speak to the Installation Dispatch Team team to re-schedule my appointment. (This means the woman I spoke to yesterday gave me completely false information AND did not refer me to the correct people to get the installation re-scheduled.)
I speak to the folks at the Installation Dispatch Team team who again confirm my DSL service is “Pending”. They can re-schedule me for next Tuesday, four days from now. Never mind I was already in their system; Never mind the technician doesn’t call before showing up; Never mind he fails to give me a number to call to re-schedule; Never mind any of that. I have to go back in their regular installation queue.
[Dennis take a few deep breaths.]
So, here I am, back at the library, using their internet until I can get service installed at my apartment. At least this branch of the library* has a cozy reading corner with a running gas-fired fireplace. I can enjoy my time here knowing that at least some things work well in Madison.
*There are several major branches to the consolidated library system in Madison/Dane County. The branch nearest me is the newest one and it is beautiful, all stone and glass with lots of open space and a variety of spaces to sit and read, sit and work, or to sit and talk. I got my library card already and set up my online account—to search for books, magazine, videos, etc. from home.
There is a debate right now as to a) whether or not to renovate or to rebuild the main library downtown and b) whether or not to put the new main library’s funding plan to a municipal referendum or leave it to a simple vote of the Madison City Council. I am in favor of a) building a brand-new library and b) leaving the vote on this particular matter to the Madison City Council. The designs for the new structure look gorgeous and promise lots of useful, functional space within the library for various users. Not to mention the new library would renovate a depressing block in downtown Madison and serve as an anchor to attract other construction in the area.