Anyone competent within AT&T Uverse?

Thomas gravestl at swbell.net
Wed Dec 4 03:38:59 UTC 2013


You need to talk to Alcatel Tac team.  They will be able to help you.  Prem tech don't have the knowledge or resources.  Tier one is useless and can only do basic diagnostics., tier two won't be able to help but they can open an AOTS ticket that can engage Alcatel Tac.  Good luck.  May need to insist on executive escalation.  Just saying. 

Thomas L Graves
Sent from my IPhone 


> On Dec 3, 2013, at 9:21 PM, Eric A Louie <elouie at yahoo.com> wrote:
> 
> Ask to be escalated to Tier 2.  If they can't help, ask for another escalation.  Show them traceroutes if you can (maybe from your phone or from one of us) from other networks so they can see where it's dying.
> 
> 
> 
> 
> 
>> ________________________________
>> From: Phil Karn <karn at philkarn.net>
>> To: NANOG <nanog at nanog.org> 
>> Sent: Tuesday, December 3, 2013 7:04 PM
>> Subject: Anyone competent within AT&T Uverse?
>> 
>> 
>> Does anyone know anyone within AT&T Uverse who actually knows what
>> TCP/IP is? Maybe even how to read a packet trace?
>> 
>> I've been trying to get my static IP block working again since Saturday
>> when they broke it while fixing an unrelated problem. I can't believe
>> how incompetent their tech support has been on this. An hour into a chat
>> with them and I finally realize they don't have a clue what I'm talking
>> about...this is very frustrating...
>> 
>> Their premise techs try very hard, but I get the strong impression that
>> the network support people randomly perturb provisioning until it works
>> again, and that's why they keep breaking unrelated things.
>> 
>> I'm still wondering if this Internet stuff is ready for prime time...
>> 
>> Thanks,
>> 
>> Phil
>> 
>> 
>> 
>> 



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