mikemean406
12-09-00, 04:38 PM
Here is my transcript of the chat I just had with a tech complaining about my poor speeds...
Connecting to server. Please wait...
Connected to support.tci.net http://www.athome.att.com/support/questions.html
Hello! Welcome to AT&T @Home's Online Customer Support Center.
We apologize for the delay, and do appreciate your patience. You will be notified as soon as you are connected to a representative.
While you're waiting, check out our Common Questions area located above. Here you'll quickly find answers to questions you may have about setting up your
service or managing your account.
If you don't find the answer you're looking for, please continue to hold and a customer care specialist will be with you shortly.
w-William M has joined this session!
You say, Mike Babbitt
You say, address Great Falls Montana
You say, phone
You say, access code
w-William M says, Hello can I have your name, address, phone number and @home email address please?
You say, scroll up a little I already typed that stuff in
w-William M says, How can I help you today?
You say, My connection is really slow today
You say, I have been having trouble with it for quite a while not getting good speeds
w-William M says, We are currently experiencing technical difficulties in your area, thank you for your patience while we conduct repairs.
You say, Regardless of the technical problems.....I have neverr gotten decent speeds, I have only been able to download at around 40 KB/sec
You say, no matter where or when I download
w-William M says, \Off where?
You say, everywhere at different times during the day
w-William M says, Those speeds are normal off the internet we do not guarantee speed
You say, Then why are there people getting faster speed than I when we pay the
same money?
w-William M says, They do and that is normal off the sites they are on sorry but as I stated there is no guarantee of speed
You say, I am going to have to consider cancelling my service if it does not improve. These speeds are terrible.
You say, What I am getting is not high speed nor "lightning fast"
w-William M says, Actually it is you are getting the average speeds off the internet like the rest of our customers.
You say, You should go to speedguide.net and read the broadband forum. there are people getting HUGE download speeds OFF THE INTERNET using @Home
You say, It's not fair.
You say, This chat will be posted there as a matter of fact.
w-William M says, Sorry but we do not guarantee your speed.
You say, What do you guarantee then?
w-William M says, We do not make any guarantees about anything that is just not possible.
You say, So what you are telling me is that you do not guarantee ANYTHING about your own service?
w-William M says, Is there anything else I can do for you today?
You say, How much speed would I get if I went with @Work?
w-William M says, We do not make guaranteed regarding such things as speed
or connection because technical difficulties always occurs and other factors not controlled by att@home.
You say, Ok, then what is the "average" speed with @Work?
w-William M says, Sorry for that you would need to contact them.
You say, @Home and @Work are 2 different companies?
w-William M says, Yes
You say, That will be all, you have NOT been helpful.
Connecting to server. Please wait...
Connected to support.tci.net http://www.athome.att.com/support/questions.html
Hello! Welcome to AT&T @Home's Online Customer Support Center.
We apologize for the delay, and do appreciate your patience. You will be notified as soon as you are connected to a representative.
While you're waiting, check out our Common Questions area located above. Here you'll quickly find answers to questions you may have about setting up your
service or managing your account.
If you don't find the answer you're looking for, please continue to hold and a customer care specialist will be with you shortly.
w-William M has joined this session!
You say, Mike Babbitt
You say, address Great Falls Montana
You say, phone
You say, access code
w-William M says, Hello can I have your name, address, phone number and @home email address please?
You say, scroll up a little I already typed that stuff in
w-William M says, How can I help you today?
You say, My connection is really slow today
You say, I have been having trouble with it for quite a while not getting good speeds
w-William M says, We are currently experiencing technical difficulties in your area, thank you for your patience while we conduct repairs.
You say, Regardless of the technical problems.....I have neverr gotten decent speeds, I have only been able to download at around 40 KB/sec
You say, no matter where or when I download
w-William M says, \Off where?
You say, everywhere at different times during the day
w-William M says, Those speeds are normal off the internet we do not guarantee speed
You say, Then why are there people getting faster speed than I when we pay the
same money?
w-William M says, They do and that is normal off the sites they are on sorry but as I stated there is no guarantee of speed
You say, I am going to have to consider cancelling my service if it does not improve. These speeds are terrible.
You say, What I am getting is not high speed nor "lightning fast"
w-William M says, Actually it is you are getting the average speeds off the internet like the rest of our customers.
You say, You should go to speedguide.net and read the broadband forum. there are people getting HUGE download speeds OFF THE INTERNET using @Home
You say, It's not fair.
You say, This chat will be posted there as a matter of fact.
w-William M says, Sorry but we do not guarantee your speed.
You say, What do you guarantee then?
w-William M says, We do not make any guarantees about anything that is just not possible.
You say, So what you are telling me is that you do not guarantee ANYTHING about your own service?
w-William M says, Is there anything else I can do for you today?
You say, How much speed would I get if I went with @Work?
w-William M says, We do not make guaranteed regarding such things as speed
or connection because technical difficulties always occurs and other factors not controlled by att@home.
You say, Ok, then what is the "average" speed with @Work?
w-William M says, Sorry for that you would need to contact them.
You say, @Home and @Work are 2 different companies?
w-William M says, Yes
You say, That will be all, you have NOT been helpful.