Quote Originally Posted by obscenelocust View Post
I LOLd so hard at the fires bit. Ty for that. I'm pretty sure I'll never be able to talk to Engineering. Most CS reps at U-verse want me to pay $15 a month extra to go through Connectech, claiming that's the highest tier of customer support they offer. Uhm...no. Unfortunately, I can unsub from this game a lot easier than getting out of a contract with AT&T. Bigger unfortunate is that the only other broadband ISP in my area is notoriously worse than AT&T.
I've dealt with AT&T over their network routes before (lolMaBell freaking monopoly to this day) and they are a pain to convince it's their bad (excel sheets GB's large. traceroute -n <IP> for DAYS). You can ask them to open up a trouble ticket and send it to their applications support team (Engineering) for back end review. Make sure the CS rep notates exactly what's going on, what you want, what your expectations are, your contact information, and data to corroborate your issue if need be.

When I have to call Rackspace (UGHHHHHHHHH you think Square is bad call Rackspace. Makes Square look like UNICEF) I usually have all the data compiled and available to be reviewed and sent. I'm also firm about what I'm requesting but not aggressive. Having a cool CS rep goes a long way in getting issues resolved. It's been my experience that if you're pissed and it flows over to the CS rep, odds are that ticket will get created under "Administrative" "Historical Reference" and closed out.