Does she really believe this?
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anon @ 16th Jun 11:08PM:
Does she really believe this?
My online chat transcript with AT&T tech support rep Olivia. What is this magical small jack that keeps me from qualifying for 6MB tier? I'm no expert but this is straight up horse shit right?
System: Welcome
System: Connecting to server. Please wait...
System: Connection with server established.
You: Technical Support Topic: DSL High Speed Internet
System: OLIVIA has joined this session!
System: Connected with OLIVIA
OLIVIA: Thank you for contacting AT&T Internet Services. How can I help you?
You: I have been desperately trying to get on to the newer 6MB tier. Do I qualify yet?
OLIVIA: To help me understand better, could you please elaborate a little more for me?
You: I have the 3MB DSL tier and I want to know if I can upgrade.
OLIVIA: Yes you can upgrade the package
OLIVIA: AT&T will happy to assist you with this issue however, we do not have much information regarding this issue. In this regard I would appreciate you to contact to our Orders desk on 1800-288-2020 and they will able to help you with this issue.
You: So if I enter my credentials into the AT&T website and it says "6.0 not availible in your area"??
You: Are you saying that is incorrect?
OLIVIA: I am saying that the information is incorrect.
OLIVIA: But the orders team will provide you the accurate information
OLIVIA: In this regard I would appreciate you to contact to our Orders desk on 1800-288-2020 and they will able to help you with this issue.
You: Really? The funny thing is that I
You: I have been doing this dance between tech support and Sales ever since the 6.0 tier was rolled out about two years ago.
You: You (tech support) say check with Sales/Orders and they (salel/orders) ALWAYS refers me back to you (tech support).
You: So it
You: it
OLIVIA: If you want any service obviously the orders team will provide it to you.
OLIVIA: There no role of the technical support as it is not a technical issue.
You: It does seem to me a tech support issue in that there are loop line restrictions and such that Orders would not be privy to.
OLIVIA: Okay
You: alright
OLIVIA: Are you a BellSouth customer?
You: yes
OLIVIA: Okay I got it
OLIVIA: To remove that loop line restrictions actually you need to contact BellSouth tech support on 888-321-2375
You: remove the loop line restriction? how is that possible?
You: Bellsouth is the new AT&T no? And you are a AT&T technical support representative no? Loop line restriction cannot be *removed*. It's a physical limitation of the laid copper/fiber in my local neighborhood.
OLIVIA: There is small jack is fit on your DSL line which restrict the speed to 3 mbps.
If we remove that jack from the DSL line then we can increase the speed.
You: If tech support cannot answer this technical question, do I qualify for the new 6MB tier? How would I expect the Orders/Sales dummies to answer it?
You: "There is small jack is fit on your DSL line which restrict the speed to 3 mbps.
If we remove that jack from the DSL line then we can increase the speed."
You: That is simply not true
You: I certainly hope you know that
You: This is tech support right?
OLIVIA: , if you visited any exchange definitely you will get the information about the jack which actually controls the speed and the Internet connection.
If it is not true how come a ISP sales different speed packages to customers?
You: OMG
You: Olivia, have a good evening.
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bogey780 @ 16th Jun 11:51PM:
Re: Does she really believe this?
'I'm no expert but this is straight up horse shit right?'
You had to ask?
Maybe she is trying to express something in layman's terms but damn if I can translate.
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spyk3 @ 17th Jun 12:28AM:
Re: Does she really believe this?
this sounds just like att tech support lol. there bascially saying go mess your dsl up. gj att.
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anon @ 17th Jun 07:13AM:
Re: Does she really believe this?
Actually I think you are partially at fault for starting the whole conversation knowing you were in the wrong place and simply hoping for a different answer.
Yes, she is wrong and is definitely confused and may be talking somehow about the DSLAM port and provisioning.
Sales (and the website) uses a database that simply gives a "go" or "no go" type of answer and doesn't have the reason behind the status. You already have your answer from Sales. The only other thing you can do is talk directly with a tech in the area and see if they have any insight.
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Oleg @ 17th Jun 07:15PM:
Re: Does she really believe this?
Maybe she was talking about DSL filter.
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TechSupport @ 17th Jun 09:42PM:
Re: Does she really believe this?
honestly, i dont have any clue what she is talking about :)
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logic1977 @ 18th Jun 09:32AM:
Re: Does she really believe this?
Don't know what she is smoking regarding this jack....
The qualification information sales uses is damned accurate these days.
Even if your line will support the speed, there may be another reason that you can't order the upgrade.
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scross @ 18th Jun 09:56AM:
Re: Does she really believe this?
Perhaps the "jack" she refers to is actually a "bridged tap" or a "load coil"? I agree that her explanation is inadequate for those of us who hang out around here, but it might be very appropriate for non-technical customers.
»www.pcmag.com/encyclopedia_term/···5,00.asp
»www.pcmag.com/encyclopedia_term/···1,00.asp
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anon @ 18th Jun 01:03PM:
Re: Does she really believe this?
said by scross :
Perhaps the "jack" she refers to is actually a "bridged tap" or a "load coil"? I agree that her explanation is inadequate for those of us who hang out around here, but it might be very appropriate for non-technical customers.
Bridged taps should be removed, I agree. If any were on my line and removed is this going to allow me to get the higher tier? No. Is this what's she is referring to? No way.
Do Load Coils even work with high frequency DSL lines?
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anon @ 18th Jun 03:39PM:
msg deleted
deleted by a moderator
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tel601 @ 19th Jun 11:27PM:
Re: Does she really believe this?
Her possible confusion is between IFITL(PCData) and adsl. With IFITL a ethernet jack is hardwired into house and the service is not able to be provisioned for 6meg. IF there is adsl somehow available then that jack would be changed to a standard phone jack and adsl wired to the line. I think she does not have a clue about how any thing works.
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Canezoid @ 21st Jun 02:33PM:
Re: Does she really believe this?
It's amazing why this whole conversation is even going on.
If it's not obvious by now that sales/HD support does not "understand" the network side of things, then there's really nothing left to say. It's so frustrating to have customers like this mis-lead w/ info it makes you wanna turn green and sprout muscles.
Op,
Do yourself a favor, next time you see a tech working in your area, just ask them, avoid the nonsense of dealing w/ stuff like this.
Geesh! :(
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anon @ 22nd Jun 12:13PM:
Re: Does she really believe this?
So Canezoid, are you suggesting that I misled the rep? If I'm understanding you correctly then I should disregard the multiple call centers AT&T has setup for both sales and tech support. Instead I should seek out some local tech working on an open pedestal and grill him on why or why not my line supports 6MB.
Sorry, but to me that seems a bit ridiculous. I know that I shouldn't have expected much by way of an answer from some eAgent. Regardless of that point the whole assertion that there is some jack that restricts speed is absurd.
IMO AT&T should have some way of telling me when I may be able to qualify, or even that I never will. Maybe I should just schedule a truck roll. They should come to me, not the other way around, I'm the paying customer.
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anon @ 29th Jun 05:55PM:
Re: Does she really believe this?
call centers for technical support are sometimes out of country. they read from a script. dsl speed is limited by distance from the co or remote dslam. there is no jack or filter that limits service. the billing department can throttle you account down to a certain speed, saying that you may be receiving 6meg, but only provisioned for 3 meg to work. Olivia is clueless
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