Look, I realize that it is profoundly boring and uncool to write two posts in a row about bad service from the same company, but the nonsense we are going through with AT&T right now is SO RIDICULOUS that I can’t resist. Truly. It’s breathtaking in its ineptitude.
Our internet saga: a timeline.
August 15: John calls AT&T to request internet service. Is told that we will receive a self-install kit, and that our service will be activated September 5. John asks some reasonable questions about why, exactly, it takes over two weeks to turn on the signal when we are doing a self-install kit, receives no satisfactory answer.
September 6, morning: John is out of town, we have not moved in yet. Nevertheless, I troop over to our new empty house to install the self-install kit. I follow the directions on the chipper self-install instruction sheet. Nothing.
September 6, afternoon: I spend an hour on the phone with AT&T, where the technician asks me such helpful questions as “is the unit plugged in?” and “do you have the ethernet cable plugged into the computer?” Look, I know that many people are not terrifically computer-savvy, but do you honestly think I’d be calling you if I hadn’t made sure the damned thing was plugged in?
Finally, tech discovers that my service has not, in fact, been turned on. New estimated date when service will be turned on? September 20. More than a month after we first ordered service.
September 21, evening: Attempt once again to install the self-install kit. Blinking red lights, whirring noises, no internet. Call AT&T. They write a work ticket, inform us that they will either get it working or call us within 24 hours.
September 22, evening: 24 hour period has elapsed. Have neither functioning internet nor phone call explaining why.
September 26, evening: Call AT&T again. After 45 minute rigamarole, receive reassurance that internet should be working “any day,” once the “lead service team” gets to our region to “activate the line.” Am told I have been delayed because the “lead service team” is the best team, and they are in high demand, and it’s only them who can activate our service. Wonder if there is a curtain somewhere I should be looking behind.
September 29, morning: Am home sick, decide for shits and giggles to try self-install kit again. After 30 minutes, manage to connect computer to actual interweb-like thing. Complete 45 minute-long “registration” process. Proceed to check email. Weep with joy. 5 minutes later, internet dies.
September 29, lunchtime: Call AT&T. Explain problem. They “ping” the line. Problem persists. Internet will work, but every hour or so, will stop working for ten minutes, then come back on. Try to explain to nice man on the phone that no, actually, that’s not “good enough,” and I do, in fact, expect my internet to work *all the time.* Receive time for service call, Oct 2 between noon and 4.
October 2, noon: Begin home confinement, waiting for tech to arrive.
October 2, 4pm: No internet guys.
October 2, 6:30 pm: Dinner guests arrive, still no internet guys.
October 2, 7:30 pm: I call AT&T, am reassured that “they’re coming.”
October 2, 11pm: conclude they are not coming, go to bed.
October 3, 9am: Call AT&T. Am pleasant, but firm. This whole “waiting eight hours for guys who don’t show” business is unacceptable. Receive profuse apology, rescheduled service call for 4-8 pm on Wednesday October 6.
October 6, 4pm: John arrives at home to wait for internet guys.
October 6, 8:30 pm: Call AT&T to inform them that for the second consecutive service call, no one has showed up. Nice lady on the phone informs me that she has spoken to the dispatcher and the tech was a no show for his shift today, they’ll need to reschedule. I ask, in a voice as free of venom as I can muster, whether it had occurred to anyone to call us BEFORE WE WAITED AT HOME FOR FOUR HOURS FOR A DUDE WHO DIDN’T EVEN SHOW UP TO WORK. Nice lady hems, haws. Inform nice lady that I am LOSING MY MOTHER-LOVING MIND. She upgrades our service request to “emergency” status, which entitles us to the next available appointment, which is: next Saturday. FOR THE LOVE OF GOD.
October 6, 8:42 pm: As we’re about to get off the phone, nice lady says “I notice here that you have an unpaid balance on your account for the last month of service- would you like to pay that now?”
NO. NO, lady, I would NOT. I DOUBLE DOG DARE you to try to collect one single penny from me for any “service” I have “received.” JUST TRY ME.