So my AT&T troubles….
When last we left off, someone was to come out on Christmas Even between 2 and 6 to fix things. A tech came out to the house earlier in the day. Alas, since the problem wasn’t directly reproducing he couldn’t be sure it was fixed. Given the work I do as a computer programmer, I totally understand a need to be able to reproduce the problem in order to fix it. He did what he could, looking at the line, seeing a problem out on the line about 500 feet from the house. He went out, found some switch, replaced it, came back to check and the analysis looked better and closer to normal. Still, we weren’t sure if that was the actual fix.
Turns out it wasn’t.
Christmas morning and the phone line was back to being dead.
The tech had given me his card with his direct number on it. I called it, left a message (it was his day off; besides, no need to bother with this on Christmas). This morning he called me back and said as soon as he’s in the area he’ll stop by and look into things. As soon as I arrived back home from the music store with Daughter’s new cymbals, the AT&T truck had just pulled up a few minutes prior. He tested the outside line, the inside line, and looked at everything. Looks like there was a short on one of the lines running into the house. He was able to switch things over to another set of wires, and viola. Things are working.
And so, hopefully this ends the saga.
Now don’t get me wrong. Many people along the way here were nice people, good people, trying to do what they could. Certainly this tech was a good guy, continued to work at the problem until it was fixed. I don’t have a problem with the individual people along the way. The problem has been AT&T themselves — the giant “bureaucrazy”. It would tell me one thing, then require of me another. It would only have so much information, and generally it was never the right nor enough information. One group didn’t know what the other group was doing. Lots of contradictory information, even between what the employees knew and said about procedure and policy. It was just a giant mess, lots of communication FAIL. That was the problem, and it’s a huge problem.
Alas, I don’t foresee AT&T fixing the problem. They’re too big and what motivation do they have to actually fix it? I’d love to be proven wrong.
Well, we’ll see what happens. I have requested to be credited for the almost 2 weeks of downtime. Yes in the end it seems to have been a wiring issue within my house, but why should it have taken 2 weeks to get here? Why should I have gotten the runaround and hassle from AT&T like I did?
Well, whatever. Hopefully this goes quietly into the night.