Time for AT&T to feel the heat from the Dragon's flame! - Part Duece

As you are aware from the previous post, this is part 2 of AT&T's time to shine (where the sun don't shine, that is). If you have not read part 1 yet, click here to read it first and come back here next time.

Let's sum it up so far before I continue to the second (but possibly not last) part in the AT&T fiasco:

• It took a few phone calls from BK to AT&T to get her $75 visa card.
• BK mistakenly canceled the DSL service and AT&T deactivated it instantaneously. BK called back the same day to put it back on so AT&T said they will do so and it will be back up "momentarily." A half hour later and another phone call to AT&T again, they said it will be back up in 24hrs. 
• I went back to BK's house the next day, DSL still not up. A phone call to AT&T and the man on the other end send the service wasn't added on again. A transfer to sales was required for them to resign up for the DSL service again. It will be back up in 24hrs from that time.
• After two more separate visits to her house, it was finally back up, close to a week of the accidental cancellation. 

Now, it's time to work on getting her number ported over to magicJack. In the middle of May, I called AT&T about putting the DSL on a different number so my customer can port her current number to magicJack. They first said the DSL service would have to be canceled and then reactivated on the new number. Knowing this would take another few days, I said this wasn't a good option. AT&T also said if they did that, they wouldn't be able to sign her up again because the area is "capped (there are no more customer spots available for DSL in her location)." Customer service said she can have the line in the house split, one line voice, and the other data/dsl. This will cost $57. After speaking to BK about this, she agreed so I told AT&T to go ahead with that. She said it would take 3-5 days. I thanked her kindly and that was that. I told BK what went down and to give me a call after the guy comes and splits the line. She agreed and I headed out.

Over a week later, I get another call from BK saying nobody showed up yet to split the line. I told her to give AT&T a call and ask for a status update. She called me back and told me they said there was nothing showing about an order to have the line split, she couldn't get it split, and they had no clue what she was talking about. 

The day after getting that call from BK, I headed back to her place AGAIN and called AT&T AGAIN to see what the deal was. The man on the other line said something like, "Oh, the splitter is bad so you want to order another splitter?"  I said, "No, I want to have the phone line in the house split so the number can be ported without the DSL getting disconnected. This has been requested a couple weeks ago but nobody showed up yet to have it done." He finally knew what was going on. After being transferred to sales and placing the order again, and telling them what needed to be done, she said I can start the port process with magicJack. I did the number transfer on the magicJack site which was pretty simple. I told BK what went on and left again. 
Less than a week later, I received a call from BK and she said someone came to split the line. I headed back over there, excited, thinking this was going to be the last time I have to deal with this BS. When I headed over there, she said her phone was still working which I thought was odd because the number was supposed to be ported over to magicJack. I logged back on magicJack and spoke to someone in the chat and they said the port didn't go through because it was on a DSL line. I told them the line has been split so put the order in again. They did so and said it will take a few days for it to process. I said OK. I told BK what went down and I said for her to call me on her cell when her house phone stops working. This will mean the port went through with magicJack.
On Tuesday, June 26th, I received a call from BK on her cell at 9:03AM saying her house phone stopped working. I called her back a couple hours later and said I can head down there in the afternoon and get her all taken care of. Before I left, I quickly checked her email to see if she got an email from magicJack. She did and it said the number port was a success. I was pretty excited and knew my work and frustration was almost over. All I had to do was go back over there, unplug the magicJack from the power strip, plug it back in, wait a minute or two and everything will be all set.
I arrived at her house at around 3:30PM to get it all taken care of. I unplugged the magicJack, plugged it back in, waited a minute and then.... picked up the phone it was connected only to receive error 220 (or whatever number it was) saying to check the internet connection. I tried this a few more times with the same result so I turned the PC on and.... NO INTERNET. I looked at the DSL modem and the internet light, of course, was not on. The DSL light was but not the internet light. I thought it had to be plugged in the other jack now because of the port and because the line had been split. I plugged it in the other jack and the DSL light was flashing red. I was like, WTF!
Of course, I had no choice again but make another call to AT&T. I spoke to the DSL support AGAIN and asked why there was no more DSL service. I gave him the new number the DSL is under (according to what the woman said who gave me that number said!) and he said, "There's no DSL under that number." I then gave him the other number and he said, "There is no DSL on this number either." Both numbers had no DSL. He said DSL on both numbers did not exist and never existed! I said, "how is that possible when there has been DSL in this house for over a year?" After the man doing some research and not coming up with anything, he said if I wanted DSL on this number, I would have to go to sales. I then got switched over to sales, gave them my speech again and told them they probably won't be able to put DSL on this number because of the "cap." After looking it up, they agreed. I said, "OK, what can you do? There has been DSL in this house for over  a year and it's been yanked out. The line has been split to prevent this issue from occurring but I guess that plan didn't work. How can we get DSL back in this house? (or something to that affect)" She said she'll get it back up and she told me to give her a number I can be reached at for the status. She said she will call within 24hrs. I gave her my cell number and we ended the call. I told BK the situation and she, of course, wasn't happy like a dog would be when you come home and they sit there and wag their tail. So... I told her I should be getting a call the next day and I'll let her know what the results are. Then... it was time for me to leave.... 

Wednesday came and I have not received a phone call from AT&T like they said they would do so I took matters into my own hands AGAIN and decided to speak to someone in the AT&T chat from their website to see what the status was and here is the chat below with the results of the chat after chat transcript. The only thing I have edited in the transcript was the customer name, numbers, and address censored for privacy.

Thank you for choosing AT&T. A representative will be with you shortly.
You are now chatting with David.

David: Hello,Thank you for contacting at AT&T. This is David, how are you doing today?BK: Fantastic, how are you?David: I am also good, thanks for asking.David: How may I help you today so that I can make your day better?BK: I would like to see if you can give me a status update check on DSL service which was ordered yesterday for this number: 772-XXX-XXXXDavid: Sure, may I have your service address so that I can check your order status?David: Complete service address?BK: [censored] Fort Pierce, FL 34982David: Thanks for the information please allow me some time while I check this for you.BK: Sure, no problem.David: Thanks for your patience.David: I have check your account status and it is updated now so you will get services very soon at your address.David: May I know which services you are using for TV or home phone?(Look at that! He already wants to try to sell me more services when this DSL service hasn’t even completed yet!)David: Because you will get further discount on internet if you will combine these services with internet.BK: Home phone is still currently AT&T. Will the DSL be ready to set up if I send my computer guy to my house tomorrow?BK: Is there just DSL on this number?David: Did you order home phone along internet?David: because right now I am not able to see all the services at account because your account is in dummy status.BK: I'm not going to get into the whole long story here but I had the line split at the house so I can port my number to a VoIP service. After the line was split, I went with the port of the number. After the port, the DSL dropped even though ATT said they put the DSL on this number I have provided you. The DSL was not on both numbers anymore when I called. So.. I had to reorder the DSL on this number.David: Okay.BK: So, if there is no voice on this number, that is the way on want it.David: Let me check your all order status from other department.David: Please allow me some time.BK: OKDavid: I'm sorry for the delay. I'll be right with you.BK: Take your time. No rush.David: Thanks for your patience.David: I have checked your account status and saw that there is only home land line available on this number/address.David: If you want to order DSL on this line then I will do this for you right now.BK: But I already placed an order yesterday at around 4PM. Why does it have to be ordered two times?David: There might be some issue with order so you don't worry about this I will do this right now.BK: OK, I hope so.BK: Without the DSL, I can't use my phone.David: Are you confirm that you have ordered dsl on this number?David: Yes, you can use but you will not get extra discount or benefit if dsl or direct tv will be not there.BK: 772-XXX-XXXX. Is this the number you have?BK: I can not use my phone because the number has been ported to a VoIP internet voice service, remember? Without the internet, I can't make or receive calls.David: Yes, it is.BK: Ok, I would like the DSL on this number.David: Okay, let me check availability of services at this number.BK: OK but it will probably says it's capped.BK: If so, that will be another big issue but your company failed to put the DSL on this number before the port went through on the old number.BK: The whole reason I got the line split is because of the "cap" in the area. This split cost $57.David: Yes, I got same error.David: Please allow me some more time.BK: Now, the old number is ported over but the number ATT gave me for the DSL does not have DSL service on it. So, now both numbers have no DSL and when I try to reorder it, I get the "can't because it is capped."BK: Thank you.BK: I had the service for over a year and a half so far.David: It is asking for address key if you want services at this number.BK: what's an address key??David: Please allow me a moment let me check from your land line account.David: If there will any address key.BK: I can give you the old number the service was on if you wish before it got yanked off.David: Yes, please give me another can be reach number so that I can call you after completion of this order.David: Also I need some information to process your order.David: I have to generate address key through your land line account then after that I will be able to process your order for dsl.BK: What kind of information do you need? I am B's "Computer Guy" who is taking care of this from my location.David: I need your email address.BK: My name Justin Rocque should be in her account somewhere too.David: Date of birth.David: ssn number.David: and also I need your credit card information.BK: Well, unfortunately, I can't provide this information. Also, why do you need a credit card? She mails in her payments and has been doing this since she had ATT for over 10 years or more. But, after I tell her all of this and how her DSL HAS NOT been ordered even though I did so at HER HOUSE yesterday, she will probably be switching over to Comcast now.David: As I have told you that on this number there is no services for internet.BK: So, unless you want to lose a customer, I suggest you find some other way to get the DSL in her house tomorrow because we are both tired of calling AT&T for all of these issues which could have been prevented if you people kept good computer records and did not give both of us the wrong answers of the phone which is why there is NO DSL on EITHER phone line.BK: So, I wasted over 30 minutes at her house ordering the DSL service which has not even been ordered?David: So if you want to order internet on this number then you need to provide these information to us.BK: That's pretty odd because they did not ask me for this information on the phone yesterday. Just the last 4 of her social.David: may I have your can be reach number where I can contact and can provide all facility to you.David: And I will explain each and everything for you.BK: I already told you...."What kind of information do you need? I am B's "Computer Guy" who is taking care of this from my location."BK: Talking to me would do no good.David: Can you give me her number so that I can take required information which is required. like date of birth e-mail address ssn and credit card information.BK: I placed the order for her at her house yesterday. They said it will be 24hrs when it will be ready and they will call me when it is ready. I have not received one phone call from ATT today so I guess it is not ready and now, after talking with you, it hasn't even been ordered.BK: She never gave ATT her credit card number. She had a bill sent to her of which she paid with a check. Why does she need a credit card number now?David: When we order dsl there is need of credit check so we need credit card detail, yes that order has not been placed due to address key.David: So I will create first address key then will process your order.David: This is the information which is required from every customer which order DSL.David: Please allow me some time while I check address key for this order.BK: 772-XXX-XXXX. Then you can use that number to look up the information you need because that's the number the DSL has been on for over a year and a half.David: I'll be right with you.David: Now you want dsl at this number or 772-XXX-XXXX?BK: This number: 772-XXX-XXXX. The other one has been ported to the VoIP service and is no longer ATT's number.David: I am sorry to say that there is problem with address key at this number 772-XXX-XXXX due to service availability issue so I need to contact other department and has to resolve this address key issue from there.BK: Can you explain what an "address key" is?David: I will call you after some time when it will be resolved from concerned department so please give me desired number where I can reach to you.David: Address key is the number which is used to connect dsl services with land line and we are not able to create that number on this account due to service availbility issue.David: Your order will be processed only if that number will be generated so I will call you when it will be settled.David: Is that okay?BK: How long will this take? It's 6PM Eastern right now. Will it take another day or two?David: I will call you back after 30 minutes.BK: OK. After this issue is "settled," will you still need the credit card and all of the other information?David: May I have number where I can reach you?David: If it will accept land line information then there will no need, you don't worry I will let you know if anything will be required.BK: OK. 772-215-6793David: Thanks.David: Is there anything else with which I can assist you today?BK: No, you have done enough for now.David: It was my pleasure to assist you today.David: We value your feedback as a AT&T special customer and we do promise to deliver you best services in the future!David: Have a great day.BK: You too.David: Bye take care!!! catch you later.David: Thank you for contacting AT&T. Please use the CLOSE button when you are ready to exit our chat session. 

It is now 2:57AM Eastern time and I still have not received a call from David who said and I quote, "I will call you back after 30 minutes." He also said, "catch you later." It's been after 30 minutes and he has not caught me later. 
So, needless to say.... I will be giving AT&T one FINAL call tomorrow and there will be a FINAL blog post regarding that phone call. 
Will this be the end of an AT&T customer who was with AT&T for over 10 years? Will Comcast be getting a brand new internet customer soon? Will AT&T make their customer happy again by putting the DSL service, which was active for over a year and a half, back in their customer's house so she doesn't have to deal with this bullshit anymore and I don't have to be calling AT&T to figure out what's going on because I actually understand the terminology? Or will AT&T fail and lose a customer, forcing BK to CANCEL ALL of her AT&T services of which she had for over 10 years and go to Comcast, of which, she has to pay the Dragon to set up? And just so you know, AT&T, most of these tech calls I placed were on MY OWN TIME and I DID NOT receive any compensation for MY TIME because I didn't find it fair to have my customer pay for your F-ups! 
Stay tuned, folks (and, especially AT&T!) for the results of the battle with the Dragon versus AT&T!
Same Dragon Blog, Different Eastern time...
Dragon
Click here to go to the final part!