So, what's my gripe with AT&T ? Well, it is with their customer service (or lack thereof). I'll try to give you the "Cliff's Notes" version of what happened.

Monday morning, July 8, 2002 cable modem stopped working - Everything seemed fine (power supply okay; modem lights on; cable connections secure).

Monday night AT&T Customer Service put me on hold for 48 minutes. FINALLY talked to a real human being who said AT&T was doing a "database migration" and to call back tomorrow night (and wait another 48 minutes??). They NEVER said exactly what was wrong, or how long it would take to fix. Why wasn't some pre-recorded message played during that 48 minute 'hold'? Rep said there should have been one - but there wasn't.

Tuesday night On hold for a mere 45 minutes before speaking to a REAL human being. (Again, NO message reporting any problems at AT&T). I was told to type in some URL's, watch some flashing modem lights, etc. Eventually the Rep said he would connect me to a senior staff member to solve the problem. On hold again!! I probably was just dumped back into the original "on hold" waiting list. I hung up after 30 more minutes.

Wednesday Went to AT&T online chat help. (But not from MY computer - still not connected) Forgot how long I had to wait online - doesn't matter. By the time someone chatted with me I said I wanted either 1) an E-Mail address to send my problem to OR 2) to be able to chat with someone in authority OR 3) since they insisted they could only help me from MY home - how about someone calling ME at home? The Rep typed that NONE of these options was possible. As far as sending a complaint, all I could get was a snail-mail address. (And yes I did send a letter there). I then said I am about 2 seconds away from asking you to disconnect my modem. I was told "well if that's what you want to do". Wow that's serious customer care there huh? So I said fine - DISCONNECT MY MODEM.

Thursday Went personally to return modem and power supply. I was told my entire cable service was being shut off!! I said I only requested the MODEM service disconnected. (I am right - I have the chat transcript AND the transcript number to prove it).

This isn't the only problem I've had with AT&T.

About 2 years ago I got a new computer and I wanted to connect the cable modem to the new computer. It only took a weekend of calling to get the thing running properly.

So, maybe I'm just one guy whining and complaining over a personal matter. But then again, are you thinking about getting an AT&T cable modem OR do you already have one? Just wait until you have a problem with it. In the words of Sandra Bullock in 'The Net' - "They did it to me and you know what ? They're gonna do it to you".

Wolf