Tier 1 tech support

Tier 1 tech support
Links: home · search · speed test · login · more ·

Links: Reply New Topic
Forums » AT&T » AT&T Southeast » Tier 1 tech support
page: 1 · 2
Oleg @ 23rd Oct 12:51PM:
Tier 1 tech support

When you call Digital group they got nasty attitude like "Where did you get this number?!!"
What's wrong with them?
reply

graysonf @ 23rd Oct 01:12PM:
Re: Tier 1 tech support

There is nothing wrong with them. You are the problem because as an end user, you are not supposed to be talking to them directly. Your ISP's support people are supposed to escalate problems to them.
reply

Oleg @ 23rd Oct 01:29PM:
Re: Tier 1 tech support

Thanks graysonf for an answer,but as you know it could be a headache talking to level 2 tech support,because some people know a lot about tech stuff so this is why it would be easier to skip the line ;)
reply

RJ44 @ 23rd Oct 01:32PM:
Re: Tier 1 tech support

They don't want people skipping the line.
reply

graysonf @ 23rd Oct 01:32PM:
Re: Tier 1 tech support

OK, let's try it this way.

If and when you become an ATT partner ISP, then and only then can you talk to the DSG.

Hope that clears it up for you.
reply

Mizzat @ 23rd Oct 04:37PM:
Re: Tier 1 tech support

said by Oleg :

Thanks graysonf for an answer,but as you know it could be a headache talking to level 2 tech support,because some people know a lot about tech stuff so this is why it would be easier to skip the line ;)

What makes you an expert and special to skip ahead of other issues. That line is for higher risk, internal, and escalations. Is your WoW playing really that much of a priority? Seems rude to me.
--
-M
reply

Claybraker @ 23rd Oct 11:42PM:
Re: Tier 1 tech support

said by Oleg :

When you call Digital group they got nasty attitude

Yep, I've noticed it too. It's gotten so bad I don't call them unless I absolutely have to. I'm not real happy about the hold times either.

I'd suggest we all stop calling them. When the call volume drops off enough that the PHB's start looking at trimming headcount, they'll change their attitude.
reply

anon @ 24th Oct 10:22AM:
Re: Tier 1 tech support

said by Claybraker :

Yep, I've noticed it too. It's gotten so bad I don't call them unless I absolutely have to. I'm not real happy about the hold times either.

I'd suggest we all stop calling them. When the call volume drops off enough that the PHB's start looking at trimming headcount, they'll change their attitude.

THE GENERAL PUBLIC IS NOT SUPPOSED TO HAVE ACCESS TO THIS RESOURCE!! What about this concept is not making it through to you and the others? This is strictly an internal resource and it ALWAYS has been. Yes, the phone number has leaked around in the past but it does not give you, or others, the right to think it's your personal tech support. The DSG is NOT tech support.

I also find it funny that the the OP titles his thread "Tier 1 tech support" and then proceeds to complain about the DSG. And in his second post he refers to "level 2 tech support" as if they are the front line. Quick lesson: level 1 = front line script readers...level 2 = more qualified personnel. It's not the other way around,..you are not jumping over tier 2 to get to tier 1.

I think this is most of the problem. People are mistaking the DSG as their direct line customer support. Like graysonf, rj44, and mizzat have already stated....this resource is not intended to be used by the customers.
reply

ndt @ 24th Oct 11:00AM:
Re: Tier 1 tech support

Correct.The DSG is for use by Techs only.
reply

Oleg @ 24th Oct 11:51AM:
Re: Tier 1 tech support

Sure i am a tech i can read script :mad:
reply

asjamias @ 24th Oct 12:52PM:
Re: Tier 1 tech support

it's like one those people calling 911 for a complaint against a hamburger missing something....

next time you cry wolf....nobody will support you anymore...
reply

anon @ 24th Oct 05:02PM:
Re: Tier 1 tech support

said by Oleg :

Sure i am a tech i can read script :mad:

Please elaborate,...I don't understand what you mean.
reply

Oleg @ 24th Oct 06:06PM:
Re: Tier 1 tech support

said by saturdayaft :

said by Oleg :

Sure i am a tech i can read script :mad:

Please elaborate,...I don't understand what you mean.

What i mean is so called at&t people are just flowing the script it's like reading a manual that tells you want to do.
reply

ndt @ 24th Oct 06:19PM:
Re: Tier 1 tech support

Evidently you've never dealt with real Telco Technicians.The ones who actually do the work.
reply

Mizzat @ 24th Oct 06:19PM:
Re: Tier 1 tech support

said by Oleg :

said by saturdayaft :

said by Oleg :

Sure i am a tech i can read script :mad:

Please elaborate,...I don't understand what you mean.

What i mean is so called at&t people are just flowing the script it's like reading a manual that tells you want to do.

Yea, and I used to do small business telecom consulting and am a technical consultant, but one time I couldn't get my DSL working and they scripted me, I followed, and it worked. Sometimes even knowledgeable people forget the small basic things....

Also, you forget, since you hang out on this site you're already more knowledgeable than most people out there. I'm amazed daily how little most people know about telecom. I had a guy ask me yesterday that since he has 5 static IPs on his T1, does that mean he can hook a router up to each IP and have 5x the speed on the T1....amazing for a guy pay $500+ for a data circuit....
--
-M
reply

NetFixer @ 24th Oct 08:46PM:
Re: Tier 1 tech support

said by Oleg :

so called at&t people

Hmmm, is the implication here that at&t tier 1 CSRs are not really people, or that they are not really at&t employees?

Just because they may be outsourced/offshore contract employees is no reason to insult them as a class.

And BTW, you are putting the statutory at&t DSG employees at risk of becoming "non at&t people" by calling them directly, since they are not supposed to work on a problem without having an official trouble ticket open. AT&T is the model company for the Dilbert cartoons, and doing something not authorized by the company is a pretty good way to become a former employee.

[att=1]
[att=2]
[att=3]

Lest you think that the preceding Dilbert storyline is just a comic strip, let me assure you that I have on numerous occasions been given similar instruction by more than one Pointy Hair Boss (and some of them did indeed work for telephone companies).
--
History does not long entrust the care of freedom to the weak or the timid.
-- Dwight D. Eisenhower
The tree of liberty must be refreshed from time to time with the blood of patriots and tyrants.
-- Thomas Jefferson

Splitpair @ 25th Oct 06:44AM:
Re: Tier 1 tech support

said by Oleg :

Thanks graysonf for an answer, but as you know it could be a headache talking to level 2 tech support and because some people think they know a lot about tech stuff and are so important they should be able to cut into the line ;)

There, I fixed it for ya.

Wayne
--
If you cannot fix it with a buttset and some beanies you're not a technician.
reply

anon @ 25th Oct 06:24PM:
msg deleted

deleted by a moderator
reply

Oleg @ 25th Oct 07:27PM:
Re: Tier 1 tech support

said by Splitpair :

There, I fixed it for ya.

Wayne

Thanks.
reply

Claybraker @ 25th Oct 09:41PM:
Re: Tier 1 tech support

said by NetFixer :

Lest you think that the preceding Dilbert storyline is just a comic strip, let me assure you that I have on numerous occasions been given similar instruction by more than one Pointy Hair Boss (and some of them did indeed work for telephone companies).

+1 for picking up the PHB reference.

I've got a particularly nasty attitude myself after wasting several hours on a U-verse circuit yesterday.
reply

asjamias @ 28th Oct 01:34PM:
Re: Tier 1 tech support

are you sure you're not using a Zoom Modem like the one you were suggesting for a friend?
reply

anon @ 30th Oct 05:00PM:
Re: Tier 1 tech support

I'm hoping someone has some bright ideas about how I can get some resolution out of AT&T ....

I set up new DSL service with AT&T on Sept.23rd (I'm in Coconut Grove, Miami). Worked BEAUTIFULLY until Oct. 10th, when the landline went dead and I lost DSL. A POTS technician restored the landline on Oct.11th, but still no DSL. I've only managed to get DSL for two days since then.

I've had 5 techs come out. I've had the modem changed out 3 times. 3 of the techs (independent contractors) have told me they can't get sync either inside my house or outside at the NID, that this is a problem somewhere on the line/loop between my house and the CO.

Despite all this, I can't get AT&T to check the line, or resolve anything. They're giving me the run around, and keep sending techs to check my modem and the signal inside the house. Then the techs raise tickets because there's no sync at the NID .... and then nothing happens. This last time they say it's because the ticket was raised in the wrong system, and they need DSG to do it.

Who can I call? I'm going CRAZY here, and I'm about to cancel. Does anyone have any suggestions?
reply

Splitpair @ 30th Oct 05:32PM:
Re: Tier 1 tech support

said by ECH :

Does anyone have any suggestions?

Post a message here »/forum/sbcdirect

Wayne
--
If you cannot fix it with a buttset and some beanies you're not a technician.
reply

Airwolf7 @ 31st Oct 12:23AM:
Re: Tier 1 tech support

said by ECH :

Who can I call? I'm going CRAZY here, and I'm about to cancel. Does anyone have any suggestions?

Comcast.
--
Reagan 2012 - Even dead he is a better choice!
reply

ycool @ 31st Oct 01:39AM:
Re: Tier 1 tech support

if you are still having an issue pm me your dsl#
reply

Tier2 @ 8th Nov 03:59PM:
Re: Tier 1 tech support

Third party contractors in Florida and in Georgia as what AT&T called them as "ecocomp" could not guarantee you to solve no sync issues thus when you call techsupport you need to tell them that you dont need "ecocomp" but you need a "BST" tech which stands for Bellsouth Technicians or now they call it AT&T Technicians. Dont be confused BST & AT&T technicians are similar. Now if your in FL or Georgia with no ADSL, ask for BST and can resolve your problem!
reply

ECH @ 9th Nov 10:39AM:
Re: Tier 1 tech support

Thank you! You were absolutely right, in the end it was BST who solved the problem. It took them two or three visits, but at least from the get-go they knew it was an AT&T line problem and not something happening with my modem/wiring. In the end a BST tech went to the cross box - said everything was reading fine at the cross box but switched me to a different line to see if that would work, and BINGO!! We've had wonderful, uninterrupted DSL since (now over a week).
reply

Tier2 @ 12th Nov 11:48PM:
Re: Tier 1 tech support

Welcome buddy!

Thats so great to hear from you! So when you call tech support did you ask for "BST" tech? Were not they surprised? lol :D I guess you did asked for it! Amazing and enjoy the service..... :p :p :p
reply

ECH @ 13th Nov 07:40AM:
Re: Tier 1 tech support

I did have to ask for it :) I flipped out at some poor guy at the Tier 1 call center, which I felt bad about but I wasn't getting anywhere any other way. He ended up being very helpful, and managed to finally get me a BST tech! I did have to submit to spending a lot of time on hold on the phone, but really that was the least of my problems. So I'm sorry to say that losing my rag was the final solution; but I had spent nearly a month trying every other route :(

I must say though, this forum is AMAZING! What an excellent resource - a huge help!
reply