I have spent over two hours on the phone with ATT Friday and today trying to get a simple DSL account provisioned at one of our client’s remote offices. Everyone I talk to at ATT is very nice, except for their automated attendent who is incompetant and should be scrapped – the slightest background noise makes it think that you’ve answered a question, and it appears you can’t just push 1 for yes and 2 for no, etc.
I’m on hold with a Tier 2 tech now, who is on hold with another Tier 2 tech from another group. The main problem with ATT seems to be their shear size. One hand just can’t know what the other hand is doing when you’ve got 6.022 x10^23 hands. We would use another provider except that ATT is the only game in town at this location. ATT has been better over the past few years. By this I mean better than themselves – the hurdle they have to jump over is actually below ground.
I have recently heard from an ATT tech that the DSL group was an external group that has been brought in house, and that this has been a very painful move for them. Not sure if this is true, but my experience with ATT over the past few months in the Indianapolis market seems to bear this out.