Joshua Malbin

Keep in mind that this chat comes at the end of five days in which my internet went down, a repairman failed to either fix the problem or call me back the next day, a scheduled repair on Saturday morning magically turned into a scheduled installation on Monday afternoon, and my year’s worth of service was seemingly lost to AT&T’s system.

gg195f(Geraldine)
I was not able to pull up your account. May I have your billing account number or primary email account with U-verse?

You
josh.K-sky@xxxxx.net

gg195f(Geraldine)
Thank you.

You
Account Number: xxxx7004

gg195f(Geraldine)
Thank you that will help a lot.

gg195f(Geraldine)
By the way, may I know when was U-verse installed?

You
I’ve had it for over a year, but nobody seems to know that. I’m looking at my old bills and my account number used to end with 4842. that might be the problem.

gg195f(Geraldine)
Because the account I pulled up is an not active.

gg195f(Geraldine)
Just to confirm, the billing account number on the bill is xxxx7004. Am I right?

You
That’s when I log in now. But as I look back on a year’s worth of email bills, they all say “your account ending in 4842.”

You
I think whoever made this switch caused me no end of grief these past few days.

You
Please, can you just help me figure out why my wifi is so slow?

gg195f(Geraldine)
May I know when did you switched to AT&T U-verse?

You
I already told you.

You
One year ago.

gg195f(Geraldine)
I will do my best to help you with this issue, Mr. K-sky.

You
My first bill is 10/15/2008.

You
Earlier this year I increased my download speed.

gg195f(Geraldine)
What I am confused about is that the account I am pulling up shows that Tentative. Which means that account is not yet active.

You
That’s because someone switched my account number over the past week, when I was making service calls.

You
I think they did it because they hate me.

You
I am so enraged at your company.

You
You’ve been very nice to me, but so has everyone else.

You
They’re very nice, and then they can’t do anything.

gg195f(Geraldine)
The only way I can help you resolve this issue, is to review your account too.

You
That’s nice. But you can’t review my account, because someone changed it.

You
And I don’t have the original account number, because I went paperless, and all I can give you is the last four digits of my account number…

You
…because the emails you send don’t contain the full number.

You
So you can’t do anything.

You
And I can’t help you out.

You
Look, it’s not a tragedy.

gg195f(Geraldine)
I apologize for this inconvenience, Mr. K-sky.

You
I have clean water, enough food, and cats who love me.

You
But I’ll be damned if I continue paying AT&T for this kind of service.

gg195f(Geraldine)
I have to review your account so that I may know what to do.

You
Well, how do you expect to do that?

You
Is there anyway I can help you?

You
I’ve given you the information I have.

gg195f(Geraldine)
It shows on the records that there was an order requested on 10/24/2009 and up until now, the Order is still Executing.

You
Yeah. Do you not believe me when I tell you I’ve had U-Verse for a year?

You
They fixed it today. There was a man at my house who installed a new drop box, and another one installed a new line.

You
There were technical problems that required them to do all that.

You
Just tell me you believe me when I say I’ve had service for a year.

gg195f(Geraldine)
So the installation was done today?

You
Can you please tell me that?

You
Yes, it was done today. Tell me you believe me when I say I had service before that.

gg195f(Geraldine)
Okay.

You
I can’t continue this conversation unless we can agree on a consensus reality.

gg195f(Geraldine)
The installation was done today.

You
And no one else I talk to understands that.

gg195f(Geraldine)
I am still retrieving the result of the line test.

You
Yes, it was done today. Another installation was done in October of 2008.

You
Do you think I’m lying?

You
Geraldine, I’m afraid I have to say good bye.

You
You can’t even tell me, “I believe you.”

gg195f(Geraldine)
To get started, it shows here that you have the Internet Pro package.

You
I think we’re done here. Tomorrow I’ll see how much of my service I can get reimbursed for, and then I’ll start looking into cable or something.

You
Internet Pro. OK, what does that mean?

[later...]

gg195f(Geraldine)
Since this is a wireless connection, please check if there are devices that blocks the wireless signal.

You
I have to walk away at 9:20. If you have advice, I’ll try it. If you don’t, I’ll start the whole beautiful process tomorrow.

You
What kind of device would that be?

gg195f(Geraldine)
Any device that is using 2.5 Ghz will interfere with the Gateway.

You
The modem is under a desk. There is a cordless phone on top of the desk.

You
It is 2.4 Ghz.

gg195f(Geraldine)
I could also be the distance from the Gateway to the computer.

gg195f(Geraldine)
Now that you mentioned the cordless phone, please move that away from the Gateway.

You
I unplugged it.

You
The guy who repaired it today made it so the only place I can put the cordless phone is in here.

gg195f(Geraldine)
When you say modem, are you referring to the 2wire Gateway from U-verse?

You
I may have to call him up and cry.

[etc...]

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