Re: U-verse outage?

["Robert G. (Doc) Savage" <dsavage@peaknet.net>]

Kevin,

You got it. "John" said his sole function was to configure one static IP
addressed device for customers. Nothing else. AT&T obviously has a
different concept of Level/Tier 2 support than you & I.

--Doc

On Sat, 2011-01-15 at 08:46 -0600, Kevin Thomas wrote:
> That sounds ridiculous!    Their Tier 2 staff consists of people that barely know what a computer is and then they expect you to pay them to fix and problem that's not your fault??    That's infuriating.   I thought Charter's support staff was ignorant and I think AT&T just took the lead.
> 
> Kevin
> 
> On Jan 14, 2011, at 10:11 PM, Robert G. (Doc) Savage wrote:
> 
> > <rant>
> > Did any other U-verse customers have trouble with DNS during the last hour or so? I had an rsync transfer suddenly time out, and my e-mail watcher was unable to connect to my remote mail server. When I was unable to ping either of my DNS servers ("Destination Host Unreachable"), I tried power cycling my 2WIRE router. Then I called AT&T.
> > 
> > Bad mistake. I was told by "John" (not "Peggy") that he was Level 2, but he had not the first clue what a DNS server does, what a network mask is, or what a default gateway is for.  BUT ALL WAS NOT LOST! For a fee to be negotiated (but starting at $15) he could connect me to their ConnectTech service to troubleshoot the problem.
> > 
> > Fortunately, my service came back on line while I was holding for ConnectTech. I can't believe AT&T expects me to pay $60/month for service PLUS an additional hourly rate to fix any of their outages. You can find more intelligent people every day working at the DMV.
> > </rant>
> > 
> > --Doc
> 
> 
> 
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