🚀 go-pugleaf

OK, I called ADB Customer Service this evening because my HSD Internet
connection was down.  Main points of that 80 minute phone call:

- 25 minutes on hold before talking with a human.  Not good, but.....

- Connection problem was that the VPN server, 10.255.254.6, was unreachable
via TCP/IP (couldn't ping it).  DHCP server (10.255.255.3) and
internal/tunnel server (10.255.255.10) were reachable.  ADB Customer Service
(agent: Jimmy) had ABSOLUTELY NO IDEA that there was a server down.  Great
linkage to your frontline people, ADB.

- While I had Jimmy on the line, I asked about promised callbacks on my open
trouble ticket for slow HSD.  Ticket number 1-3BVS.  Told me ticket was
closed after premise visit intended to optimize my RU (which was, of course,
the 4th time they've come to do that over the last 4 months), even though
the tech said everything had checked out very well.  OF COURSE, THERE WAS NO
CALL OR ANY NOTICE TO THE CUSTOMER THAT THE TICKET WAS BEING CLOSED.  I had
specifically told the tech on site that since he had found nothing wrong
with my RU, DO NOT CLOSE THE TICKET WITHOUT MY AGREEMENT.

That's the 4th time ADB has closed a ticket on me for a long standing,
unresolved problem when I have told them not to close the ticket.  ADB's way
of doing business is supermely frustrating.  I WILL NOT stand for it as soon
as I have some sort of broadband alternative.

- Also asked Jimmy about the tech's promise that ADB would be contacting me
soon about upgrading my RU from an "R1" version to an "R2."  I might just as
well have been talking gibberish to him about that.  He didn't see anything
in the closed ticket about it; he didn't know about such things; he had no
idea what I wanted him to do; blah-blah-blah.  Never mind that they promised
to take the initiative on that but now I'm doing it, now I can't get any
help from the help people.  Finally, he consulted a supervisor and contacted
Tier 2.  I wasn't allowed to talk with Tier 2, but with Jimmy translating, I
now have an appointment for my RU to be upgraded for Wednesday.  I hope they
show up!


AT&T Gage and FA-Jordan,

I've tried to include as much information as I can about this particular
situation of dealing with ADB through their Customer Service people.
Apologies to you and everyone if it's too long.

But,

We, the Lab Rats, have basically three ways of communicating with ADB -
phone, email, and indirectly through this internal newsgroup.  Email really
doesn't serve much of a purpose, at least not in forcing communication or
action.  Phone calls are a frustrating runaround, as this message describes.
In a reply to Tony erlier today, you gave the standard party line about you
being Worldnet, them being ADB, and all you can do is pass things on and
suggest.  We already know that, but however true it has been, you see, you
are the ONLY communication avenue that responds in any meaningful way to all
these situations from the paying customers.  Phone calls and email are so
frustrating and useless that, like it or not, you're carrying the torch for
AT&T for the Digital Broadband service.  We'd like it if you didn't take the
Worldnet-ADB cop-out when the going gets tough.  But if you have to, then
just make sure that ADB management knows very well that the other avenues
aren't worth a sh*t, and their business WILL suffer.

-Milo Brown