Current Events > Dealing with AT&T at 2:49am... Not what I planned to be doing at the moment.

(+) Yeah! (+)

*Sigh*
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Go to sleep. Cant this wait?
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Blue_Inigo posted...

Go to sleep. Cant this wait?

I wanted to at least get the trouble ticket opened. Got some dumb runaround from the 1st AT&T agent, but the 2nd one opened a ticket.
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Alright, it's as I suspected... Someone from AT&T rebooted their router for some reason. I'll have to follow up with the service manager on monday about it.
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AT&T is always such a pain to deal with. Holy crap.

1) (Sunday) Connection went down at 2:30am, came back up at 2:35am
3) I log into the network and see that we lost physical connectivity to AT&T's managed router for about 5 minutes. At this point, I'm thinking it probably rebooted for some reason.
2) Called AT&T at 2:45am.

AT&T: Since the service is up, they couldn't open a trouble ticket. "It's impossible to find out what went wrong. You must call your service manager instead."
Me: It's 2:45am on a Sunday though. The service manager isn't going to pick up. That's why they have a 24/7 support team. Also, you guys have a managed router on site that you can log into. I'm pretty sure that's where the problem is.
AT&T: No, since the service is back up, they cannot do any testing to find out what went wrong before.
Me: They can log into the router and see if it rebooted, though.
AT&T: No, you will need to go through your service manager.
Me: She isn't going to pick up, though.
AT&T: Yes she will. She's your service manager.

So I hung up just to entertain this thought. Service manager didn't pick up. I left a voicemail. Then I called AT&T back. They opened a ticket and then I got through to a tier 2 who can actually log into the router and check. He found that someone rebooted the router manually.

So now I have to chase THAT down to see why that happened, or at least get a formal RFO (reason for outage) from AT&T.

This is gonna be fun. Service manager still has not answered the phone as of yet.
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Our AT&T service manager: "Yeah, don't call our customer support team any more. Give me a call and I'll get you the help you need."

Sheesh
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leave a bad survey for that first person
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oh wow, losing 5 minutes of internet connection must be the end of the world.
i hate whiners.

dollarflashsale posted...

oh wow, losing 5 minutes of internet connection must be the end of the world.
i hate whiners.

I never said it's the end of the world. I'm responsible for handling network outages for my job and this is what I have to do as a part of that. Any time we lose internet connectivity, I'm responsible for creating a full report that includes details on:

1) What happened
2) Why it happened
3) What steps were taken to resolve the problem.
4) What can be done to prevent said outage in the future (if any)

That's why I need the RFO from AT&T.
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my point stands your a goddamn whiner.

dollarflashsale posted...

my point stands your a goddamn whiner.

Reporting a service outage to the service provider isn't whining. This is what you're supposed to do in an business/enterprise environment.
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i dont want any of your goddamn excuses. i have to deal with a low testosterone lil bastard in another topic and i dont need any of your shit tonight.

dollarflashsale posted...

i dont want any of your goddamn excuses. i have to deal with a low testosterone lil bastard in another topic and i dont need any of your shit tonight.

1) You're free to stop posting in this topic.
2) It's still day time where I am :D
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