Even though I regularly read examples of terrible customer service from the massive corporations like AT&T, Time Warner Cable, CenturyLink, and more, I apparently retain the capacity to be surprised as how bad they are. The Dallas Morning News recently ran this piece: “AT&T Never Misses An Opportunity to Miss An Opportunity.”
In a neighborhood with poor access to satellite services and miserable with Time Warner Cable, people were thrilled when AT&T proclaimed it would be investing in U-Verse. Even though U-Verse is an amped-up DSL service that barely competes with cable connections, people who are fed up with Time Warner Cable were excited for a choice.
Lo and behold, right in the thick of the CBS-Time Warner fight, I received notices from AT&T that Uverse was now available in my neighborhood. This is something I’ve waited more than two years for. I was thrilled. Finally, there’s choice! Since receiving my first notice from AT&T in early August, I’ve been inundated with AT&T offers. Dozens of pieces of mail have arrived in my mailbox. Clearly, AT&T wanted my business.
And I wanted badly to give it to them. I phoned one day after receiving my first notice. I signed up immediately for service. The friendly sales person told me because of high demand, she couldn’t set an installation date for sooner than two weeks. Whatever. Fine. We agreed on August 19, somewhere between 9 and 11 a.m. I couldn’t wait.
Only they didn’t show. They cancelled. And they cancelled the next appointment and put him off time and time again. But now he has a date of when he will be able to take service … and I’m not making this up. 12/31/2036.
Those familiar with AT&T’s announcement in Austin may think that it will take 23 years to upgrade Dallas because the massive corporation is focusing so much attention on Austin where they are kind of promising a gig.
Karl Bode has long been covering what he calls Fiber to the Press Release from AT&T.
The company has made it repeatedly clear that they aren’t interested in investing a huge amount of money in fixed-line networks when the real money is in wireless and $15 per gigabyte LTE overages. While the company has made much of “Project VIP” network investment project, their investment numbers for that project have been a lot of smoke, mirrors and very fuzzy math.
However, local folks tell me that AT&T is indeed pulling permits and doing something differently – so this is not entirely smoke and mirrors. Just mostly.
And over at Stop the Cap, Phil Dampier has a deeper dive into AT&T’s pool of obfuscation:
The five-county Austin–Round Rock metropolitan area has a population of 1,834,303 residents. Assuming AT&T managed to offer fiber service to 100,000 residents — and that is a generous figure, that represents only 5.5% of Greater Austin. The old U-verse is still a work in progress in several Texas cities, so it could take years for AT&T to deploy fiber in Austin. Expect AT&T to start with the low-hanging fruit — multi-dwelling units such as apartments, condos, and other similar buildings, some that already have existing fiber connections in place.
We still have no idea what AT&T is going to charge for its “Gig” … which will start at 300 Mbps. Don’t count on AT&T to suddenly invest in FTTH in your town – much better to take action however you can to solve your problems locally.