Anyone competent within AT&T Uverse?

John Kreno john.kreno at gmail.com
Wed Dec 4 17:57:48 UTC 2013


One wonders if this is an industry trend.


On Tue, Dec 3, 2013 at 10:38 PM, Thomas <gravestl at swbell.net> wrote:

> 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
> >>
> >>
> >>
> >>
>
>


-- 
John Kreno

"Those who would sacrifice essential liberties for a little temporary
safety deserve neither liberty nor safety." - Ben Franklin


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