Franz Kafka and ATT

If you have been unable to call Internet Time Group, it’s the phone company’s fault. Here’s what passes for service at ATT.

People who call our business phone line are asked to dial 911 if it is an emergency. Otherwise, “this subscriber has not activated Uverse Voice.” (It has worked fine for the past 10 months.)

I called the activation number provided and was told my phone had been activated. I still could not call out. I couldn’t get through to ATT Customer Service.

I went online to uverse.att.com/support and began texting with a rep named Rajmohan Singh. For reference, it’s session #7643235.

More than an hour and two escalations later, I still have no phone service. ATT says they will fix it in a day or two.

3:06 pm
System
Welcome Mr. James ` Cross.
System
Connecting to server. Please wait…
System
Connection with server established.
System
Technical Support Topic: U-verse Other
System
Rajmohan Singh has joined this session!
System
Connected with Rajmohan Singh
Rajmohan Singh
Thank you for contacting AT&T, my name is Rajmohan. Mr. Cross, please allow me a moment to review you account details you provided.
Rajmohan Singh
I understand that you are getting message that you have to activate the voice service. Am I correct?
You
Yes
Rajmohan Singh
Thank you for the confirmation.
Rajmohan Singh
It will be my pleasure to help you to fix the issue.
Rajmohan Singh
I was unable to pull up your account details with the information you have provided.
Rajmohan Singh
Can I have your account number please?
You
You can have my phone number: 510 528 3105.
Rajmohan Singh
Or can I have first name last name and Zip code associated with the account?
You
James Cross, 94708
Rajmohan Singh
I tried to open with the phone number but it didn’t worked.
You
Look at the account for 510 525 9487
You
Same address
Rajmohan Singh
Thank you. I was able to get the account details.
You
Uverse: 436032062619
Rajmohan Singh
Could you please help me with the order number for the voice service/
Rajmohan Singh
?
You
Foundation account: FAN 00016911
Rajmohan Singh
Thank you.
Rajmohan Singh
I will provide you some steps to activate the phone service.
Rajmohan Singh
From your Uverse home phone, call the number 1.877.377.0016.
Rajmohan Singh
Enter your AT&T U-verse Digital Voice phone number as indicated, and continue to follow the voice instructions to complete the activation.
Rajmohan Singh
Please let me know if you are experiencing any problems with the registration.
Rajmohan Singh
I will stay online with you.
You
I did that. The message told me 528 3105 was already activated.
You
I tried to call Customer Service but couldn’t because my phone was not activated.
You
I have had this phone for 11 months.
You
I have not changed any settings.
You
You guys appear to have a problem on your end.
Rajmohan Singh
Do you have two phone numbers from Uverse?
You
Yes
You
The message mentioned both numbers and said they were activated.
Rajmohan Singh
I see.
Rajmohan Singh
Are you getting a dial tone on both the phone numbers?
You
Yes
Rajmohan Singh
I have checked your phone line settings and everything seems to be fine. Are you able to make and receive calls from both the phone numbers?
You
One more time: I cannot call out from 528-3105. People cannot call in.
You
My phone is essentially useless.
Rajmohan Singh
Oh! I will refresh the settings on the 3105 number. Please allow me a minute to do it.
Rajmohan Singh
I assume the other number is working fine. Correct?
You
I think so
Rajmohan Singh
Thank you for your patience.
Rajmohan Singh
I have refreshed the phone signals for the 3105 phone line. Please check if you are able to make a call from that number.
You
No, when I try to call, I get the message “If this is an emergency, hang up and dial 911….”
Rajmohan Singh
Is the phone connected to the back of the router or to a wall jack?
You
I’ll have to move some furniture to look. Wait one.
Rajmohan Singh
Sure.
Rajmohan Singh
And thank you for your efforts.
You
Looks like it’s plugged into the router
Rajmohan Singh
Okay.
Rajmohan Singh
Mr. Cross, I have checked to fix the issue I need to connect the chat to my tier 2 department.
You
Whatever
Rajmohan Singh
Please allow me 2 minutes, I will document the notes for you and I will connect you to them.
3:31 pm
You are being transferred to another queue. Please stand by…
System
Rajmohan Singh has left this session!
System
Tier2 – Sandra (sh5872) has joined this session!
System
Connected with Tier2 – Sandra (sh5872)
Tier2 – Sandra (sh5872)
Thank you for contacting AT&T. My name is Sandra, who am I speaking with today?
You
.Jay Cross
Tier2 – Sandra (sh5872)
Hello Jay :)
Tier2 – Sandra (sh5872)
Please give me a minute to review the information regarding this chat session
You
:)
After looking over the chat session and the information you have provided, I understand that we are currently having an issue with no dial tone, is that correct?
You
No, that is not correct.
You
My phone says I am not registered for Uverse Voice.
You
I called to activate it, was told it was activated, but it was not.
Tier2 – Sandra (sh5872)
Oh I see.
Tier2 – Sandra (sh5872)
Thank you for confirming
You
I cannot call outside. Customers tell me that can’t call me.
Tier2 – Sandra (sh5872)
I’m very sorry for the inconvenience this problem has caused you but you’ve reached the right person and I’d be very happy to help you.
You
Great. This is costing me money and, thus far, 30 minutes of my time on your chat system.
Tier2 – Sandra (sh5872)
Let me have a closer look at this …
Tier2 – Sandra (sh5872)
5105259487 is the one that does not work correct?
You
No, that is not correct. 510 528 3105 is the line with the problem.
Tier2 – Sandra (sh5872)
Do you mind waiting while I work on this issue? It may take a couple of minutes.
You
I don’t have much choice. I’ll be here.
Tier2 – Sandra (sh5872)
Thank you, but numbers are showing that are activated however they are not correctly provisioned on the router’s software – I will try reloading it.
Tier2 – Sandra (sh5872)
both* numbers
Tier2 – Sandra (sh5872)
Please test both phone lines
You
‘k
Tier2 – Sandra (sh5872)
Let me know if you have dial tone and if you can dial out
You
510 528 3105 doesn’t let me call out. I have dial tone but get the “If this is an emergency” message. I’ll try the other phone now.
Tier2 – Sandra (sh5872)
Thank you for checking
You
525-9487 appears to be working fine. It always has.
Tier2 – Sandra (sh5872)
Thank you, I was showing an issue with it that is why I asked.
Tier2 – Sandra (sh5872)
I will need to contact our escalations department to have a close look at this. Please stand by while I do that.
3:47
Thank you for waiting, I apologize for the delay. Please remain on this chat session while I continue working on this issue.
You
I’m right here.
Tier2 – Sandra (sh5872)
Thank you for your patience. The escalations agent is reviewing your issue right now.
You
Okay.
Tier2 – Sandra (sh5872)
Are you able to receive calls on 5105283105 or that also does not work?
You
Also? That’s the problem. It’s only this phone. When unanswered, people get the “If this is an emergency….” message. Let me experiment with picking up a call earlier than that.
Tier2 – Sandra (sh5872)
Thank you, I am just making sure that you cannot both dial out and receive calls on that number.
You
Yes, if I pick up 528-3105, I can receive a call.
Tier2 – Sandra (sh5872)
Thank you for checking
Tier2 – Sandra (sh5872)
I do apologize for the long wait, the Escalations agent is still looking at your issue.
Tier2 – Sandra (sh5872)
What is your best contact number?
You
You can reach me at 510 528 3105. Or, if that’s I’m not standing by the phone, try my cell 510 323-5038.
Tier2 – Sandra (sh5872)
Thank you
Tier2 – Sandra (sh5872)
The agent is escalating your issue to another department for resolution. Ticket #: 160246478 for your reference. He will contact you as soon the issue is resolved. It may take up to 24-48 hours.
Tier2 – Sandra (sh5872)
I want to make sure I’ve addressed all of your Uverse problems and questions on this chat. Is there anything else that I can assist you with?
You
Sandra, all I want is a working phone. I’ve been online for more than an hour with ATT and I still don’t have a working phone. I am not a happy camper.
Tier2 – Sandra (sh5872)
I understand, I do not blame you for being upset, you have every right to be. Unfortunately this issue needs to be escalated in order to have it fixed. I got it referred to the right department but now we just have to wait. It could be resolved within next few hours but also it could take up to 24 hours – we do not have estimated time of the resolution.
Tier2 – Sandra (sh5872)
I can however guarantee you that this is in good hands and we are working on fixing the problem.
You
Bye, Sandra.
Tier2 – Sandra (sh5872)
Once again, my name is Sandra, and I would like to thank you for contacting AT&T! We appreciate you being a valued member and hope you have a great and wonderful day & weekend. Good Bye Jay!

4:15

System
Tier2 – Sandra (sh5872) has left this session!
System
The session has ended!
To Be Continued

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