AT&T nightmare
I got an email from a fellow who lives on Feliz Creek Road in Hopland who is having a terrible time with AT&T phone service and wonders if others on that road or in Hopland (or any other area in our rural valley) are having similar problems. Maybe if this is more widespread we can do something about it. Here's what he wrote;
"Beginning this fall with the first rainstorm we develop such static during heavy rains on our ground phone line that both our phone and computer line become non-usable. Since we have our phone service with MCI we must first contact them for reporting a problem. At that time MCI puts you through this lengthy question and answer problem solving to make sure that the problem is not in one's own residence. Then MCI conducts an on-line check somehow. Then they call you back and tell you the AT&T will have a repair person out one XX day.... can you be there? Put your dogs away! etc. (this all takes time)
"We have done this 4 times now. Each time, by the time the AT&T repair person shows up it has stopped raining and the problem has cleared up. (It usually clears up within 30 minutes after the rain stops). We have had a range of repair technicians ...from novice to experienced. The novice guy, would not listen to our theory that it is rain-related, replaced our connections box (which is always dry) and totally screwed up our two line connections. The second guy spent two hours repairing what the first guy screwed up.
"The third repairman showed up and I met him to explain the problem. Once I told him he said that he had just left our neighbor's place ...and that they continually had service calls out the Feliz Creek line. He said that each time they check to insure that the problem is not in the residence ....and they essentially know and report that the problem is in the mainline. He chose not to even look at our box as he knew that is was not the problem. However, he says that AT&T refuses to address the problem, which would mean replacing segments of the main line, because it is too costly compared to the number of customers out Feliz Creek Road. This repair person said that the problem will continue each time it rains (from a probably squirrel damage on the main line somewhere) and that all we can do is keep calling it in.
"We now have a fourth call in for a repair person who is supposed to show up tomorrow ...for the same old song-and-dance. Of course the connection is fine now that the rains have subsided.
"I am very concerned about the problem in case there is an emergency ...such as fire or medical. We do not get cell phone reception at our house so we rely on the land-line."
Does this sound familiar to you? Anyone out there work from AT&T who could shed some light on the problems?
Comments
Testing to see if comments work. Last one bounced.
Posted by: Fred Mangels | December 20, 2007 08:45 AM
Glad to see you got your blog fixed!
As far as those tests the phone company does that supposedly check your line while you're on the phone with them, those aren't always reliable, either.
I had a problem with my internet connection some years ago. Phone seemed fine but my computer kept getting disconnected.
At first I thought it was a problem with my ISP and waited a few days before calling them about it. They were usually quick about handling such things and I figured others had already reported the problem.
I finally call them and they say they haven't had any complaints other than mine. Bummer!
I finally realize my connection speed is bouncing all over the place so it must be with the phone company.
I call the phone company. They go through their questions and then do their auto- phone line check. They tell me my phone line is fine and the problem must be in my house. If it's a problem not with their line to my house, but in my house, it's my responsibility.
Bummer. Problem is, I didn't see how anything could be wrong with the wiring from their box to my equipment because nothing had ever been changed from when it worked fine. It should have been working just fine.
This happened right before Memorial Day. On Memorial Day I went out in my front yard and was surprised to see a couple phone crews working. Turned out they liked getting the overtime.
I assumed it must be other people in the neighborhood with the same problem I had. I asked one of the workers and he said he knew nothing of bad connections and he was working on some other problem.
I explained what was going on and he said he come check my connection next, seeming happy to get the extra job.
An hour or so later he shows up and reminds me that if the problem isn't in the line leading to my house, it's my responsibility to fix, not theirs (although they'll fix it for a fee).
He connects his meter to my phone connection box and, after switching settings a few times, tells me the problem is on their end, not mine.
YESSS!!!
They fixed it fairly quick after that.
So, don't take their automated test for its word. Problem then is, how to call the phone company and get them to send a phone crew to come out and check your line after they've already said it's not their problem.
Posted by: Fred Mangels | December 20, 2007 08:47 AM
The repair person who identified the problem as moisture intrusion on the main line, probably caused by squirrels, is almost certainly correct. I would suggest one letter to MCI/AT&T and then start writing to the PUC. A friend of mine near Manchester has fairly good high speed internet access via satellite. If I was in a remote area I would go satellite and try to run my phone through a voice-over-internet connection. I have had so many service issues with AT&T that I am getting all but one of my services with them disconnected, and only keeping that one to have my number in the phone book.
Posted by: Wayne Pinoli | December 20, 2007 01:26 PM