Wednesday, May 30, 2012

The Saga of AT&T

AT&T is my cell provider, and I have signal issues. Is anyone surprised?

This goes way back to the beginning of the year when I moved back to an area I had previously lived. I was not too concerned because after all, where I would be living was in a "Good" coverage area.

Well, I knew it was going to be bad when I had no signal upon entering my neighborhood.

At my house I fail to send 9/10 messages and you can forget about making a phone call unless I am practically leaning out my second story window in the direction of the nearest tower. Even then it doesn't work more than half the time. Enough griping though, Enjoy some snippets of my conversation with AT&T.

 Ok, after some intro and him, AT&T rep, getting the required info from me I let him know my issues and he checks the coverage map and the towers in the area:

Brian : Ok, be just a moment while I check
Jon: Thank you
Brian: You're welcome
Brian: Ok the towers in the area seem to be working but it does seem to be a moderate coverage area
Jon Moore: On the map, My house is clearly in the good coverage zone




So yes, I am near moderate coverage, but I am clearly in good coverage by a few hundred yards. And what you can't see on this map is the best coverage area only slightly farther north of here. At any rate, Brian and I chatted some more and he issued some type of work order that, surprisingly, did nothing.

I contacted AT&T again a week later to discuss again with support what was happening and they just issued some other type of work order.

This is my next conversation and it happened on 1-14-2012: 


Regina: I do see a case was filed, Please allow me 2 to 3 minutes to bring the case up and review what is happening.
Jon: ok, thanks
Regina: Okay, the case is stating the where at the area but didn't find anything. They stated they sent a text message did you receive said message?
Jon: what day was it sent?
Regina: Noted here on 1-9-2012
Jon: No, I never received a message
Regina: Okay, Sorry about that.
Regina: Did the previous agents advise of your location?
Jon: what do you mean?
Regina: Your address on the account is in what we call a
moderate area which is:  Sufficient for on-street or in-the-open coverage, but may not be sufficient for in-vehicle or in-building coverage.
Two things here. First is the fact that I didn't receive their test text message for 5 days. That is just sad.

Secondly, Why do they insist I am in moderate coverage? They must have a super secret AT&T map that shows how the coverage actually is.

Ignoring that and assuming I am in moderate coverage, by her definition I am still not in moderate coverage. Even outside and up a hill in the direction of the tower I have sporadic signal. After some further conversation and other options here is the reps final conclusion on my situation:



Regina: There are the offers I have available for your situation.
Regina: Changing location and the microcell.
Jon: Oh so I can move houses so I can use my cell phone or I can pay more money to a company that lies, When I could pay a comparable amount of money to a different company and know that I will have service.
Jon: I'm sorry, but those are hardly options.
Regina: I'm sorry you feel this way, just to confirm,  Mr Moore, you contacted us for assistance with your signal.  Where there any other questions or concerns I could assist with?
Jon: Sure, who can I contact that will not try to change the subject when the issue is clearly not solved. Or who can I talk to that is higher up that can help me?

Grade A customer service right there. "How about you move so you can use our cell service!" It's a good thing I wasn't talking to them on the phone. I might have startled the rep with my fit of laughter.

The saga continues. After she just ignored me and changed the subject I requested a transfer to someone who can actually help me. This is what I get:

Phil: Looking at the coverage in your specific area we would classify it as MODERATE. You may be able to improve your signal through the purchase of a Microcell. As well, we are always working on improving/enhancing our network and I hope this moderate coverage is upgrade in the near future.
Jon: I am looking at the coverage map right now and my house is in the Good coverage area.
Jon: Even if it were moderate coverage that would still not be accurate. I can not send a text message the vast majority of the time even when I am outside at the top of a hill
Jon: The top of a hill in the northern direction, closest to the nearest tower.
 I just don't understand how they can be so insistent in ignoring their own coverage map and completely ignoring me pointing out I am actually in good coverage. Phil continues with me through some diagnostic testing nearly identical to the tests I went through with the last three reps. I humored him.

Long story short, I got a one time monthly discount for the trouble. So for one month I got to pay a little less for something I still can't use! Thanks AT&T! At least it is better than nothing.

But still, are you kidding me AT&T?

I found google voice and that eased the tensions, but this will be continued AT&T. Don't Think I've forgotten about you.







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