I’ve just spent over one hour on the phone with AT&T U-verse technical support and they were absolutely no help whatsoever. After waiting for nearly 25 minutes to speak with someone, I finally get someone in their first-tier technical support on the line. Nice guy but despite his efforts, my Internet connection was still as slow as molasses. After transferring me to the second-tier tech support team, I wait another 15 minutes before someone answered in that department, followed by the person putting me immediately back on hold. Adding insult to injury, after waiting another 10 minutes, I suddenly hear the voice prompts that are played when anyone first calls their support line as though I had just called and hadn’t spoken to anyone yet. Needless to say, I was furious by this point and couldn’t take another minute so I just hung up the phone.
I pay AT&T U-verse something like $35/month for a ~6Mb/s downstream and close to 1Mb/s upstream Internet access speed. I recently suspected that my U-verse Internet access was being packet-shaped (or “traffic-shaped” if you prefer), allowing for a steady connection to Netflix (via my PS3) while compromising my Internet access to everything else and slowing all non-Netflix traffic to a crawl. I don’t know how much bandwidth my Netflix stream consumes, but I highly doubt it would consume all of my bandwidth and leave me with less than a single meg/second which are the results Speedtest.net gave me on three separate tests before calling AT&T U-verse today.
AT&T U-verse really needs to get their act together when it comes to their customer support. This is not the first time I have had issues with that arm of their company. For a company as large as AT&T to have such a poorly run service is downright shameful. When will you step up to the plate AT&T and start giving me the kind of service I deserve for the money I pay you?