Setting Up Internet Service with AT&T U-Verse, Part 2
The next day, after a long call with AT&T in the AM… the determination is that yes, actually a tech person does need to come over to check things out.
I found out that the self-installs are a relatively new thing and don’t actually require someone to do any kind of on site activation. It’s so new, in fact, that some AT&T staff don’t realize it can all be done automatically, without a tech.
Here’s an interesting thing that came up that Liz pointed out: if the self-install doesn’t require a tech visit, why the delay? Why have me wait until April 7th? Why not simply activate the line, and whenever I receive the install kit and router… I’d have Internet the moment I got things wired up?
I asked this question, but never got a satisfactory answer. At one point, when I was calling to try to get an earlier date, I was told that the delay had to do with the hardware/equipment. There was a shortage of routers, hence the delay. Lots of people telling me different things.
So my window was set for 4:00 – 8:00 PM. I end up having to leave work early to be at home by 4PM. This to me was a second day that I had to be away from work to get my Internet set up – so I was understandably frustrated.
The whole tech experience was actually quite great. A guy called me on my cell and told me he’d be at my apartment in 20 minutes. He showed up with a partner, a woman from Corporate who was “tagging along” to just observe folks working in the field.
As the tech was testing out my setup, I started chatting with the Corporate lady. I told her my story, and vented a little… but was pretty polite about the whole thing. By this time, I was over it and when I complained over the phone to the Sales department, they gave me two free months as compensation.
The three of us headed down to the basement where the sub-box was located, and it turned out that the line simply wasn’t connected to the box. I think that the phone lines were re-done when this apartment was refinished, which would explain why things weren’t working upstairs with the router.
I had a pretty interesting conversation with the Corporate lady about management (her staff all work in different states, and they communicate mostly via phone and Instant Messenger). We talked some about productivity, and I tried to sell her on changing the default email auto-retrieve, and making it manual.
By the time we got back upstairs I saw two green lights… and all was well with the world.
I don’t know that I’ve had a seamless Internet setup experience. There always seems to be some major issue or problem, and the whole thing usually takes more time than anyone originally estimates.
Overall, I got pretty good customer service from AT&T. I was upset at having to miss as much work as I did, but I’m mostly over the whole thing now. I complained and got comped a pretty fair deal – just sucks that it took as long as it did to finally get back online.
Damn AT&T. I think you got lucky with the Corporate lady being present. When I had the internet guys come out I was lucky they spoke english. Very cool that you got some compensation. Those companies are so large they really don’t give a crap whether or not your their customer. I look forward to more blog posts since you have the serious of tubes finally hooked up!
Justin Siddons (April 12, 2010 at 9:39 am)So the main problem was that the phone lines weren’t properly connected to the box? It had to do with your apartment complex, not AT&T at all? Reason why I ask is that I ordered AT&T U-verse Internet as well and opted for the self-installation. Things seem simple enough if it’s just waiting until the activate date after 8:00 pm, that’s if everything’s set up correctly with the phone lines.
http://www.coynem.com/dev/openid/ (August 5, 2010 at 10:06 pm)Yeah, the issue was with the phone line here at the building. Although my problem with AT&T is that I was repeatedly given incorrect information that I needed to meet with a technician for the self-install (and subsequently had to take off work to do so).If you’re doing the self-install, it’s likely you won’t run into any hitches. Keep the phone handy though.
avoision (August 6, 2010 at 6:16 am)What was the max U-VERSE speed you got with the SELF INSTALL? I don’t feel the need to have a TECH come out if it as simple as pluggin a modem?
Tim Smith (September 7, 2012 at 8:24 pm)Hi Tim. Download speed here is 5.71 Mbps, 0.71 Mbps up. Nothing super speedy, but hey – it’s DSL.
If you’re considering doing the install yourself, I think you’ll be fine. Only reason a tech would be needed is if there’s any kind of problem with the line.
avoision (September 7, 2012 at 10:20 pm)