Internet AT LAST!

Last week when Sandy the Squirrel accidentally set off the transformer across the road, my fancy wired router bit the dust. Since then, I’ve been trying to get it fixed, replaced with a new one, or replaced by some other thing. It’s been gruesome.

My old antenna receiver has nothing to talk to now.

I have spent over 8 hours on the phone or online chat with various AT&T entities. Today was “only” two hours trying to figure out why I couldn’t get the new hotspot they sent to replace my fancy router to connect to the internet. I got passed from chat to chat. Finally they said they’d call me in 10-20 minutes. Um. They still haven’t called.

No one wanted to help my new hotspot.

I thought to myself, “Suna, you went online and on the phone to avoid driving to Temple. You could have driven back and forth many times by now.”

I thought of bringing my mouse catcher with me to wave around. I didn’t.

I stuffed all my equipment in grocery bags and hauled the Angry Snow Kitty to the AT&T Store. I took my knitting, expecting to wait a while.

By now I felt like this guy. Close to deceased.

Thankfully, they weren’t too crowded and I got a competent young man named Quincey to help me. After much trial and error, with consultation from the head tech guy, they figured out the hotspot was not configured correctly. They had to completely reset it. I was assured I couldn’t have fixed it myself.

My feelings about Quincey.

Triumph! Then, young Quincey showed me I hadn’t cracked my phone screen recently, it was just the screen protector. AND rather than trying to sell me a new one, he looked up which one I’d bought and walked me through getting it replaced under warranty! I just paid shipping. He’d done the same thing recently. How helpful!

My faith in customer service is restored. Both the guys who helped me said to just drive over there next time. I said I sure would. I have always had good experiences with this store. I’ll remember that. Online support? Nope.

I needed this sangria.

I’m SO glad this saga is over. Onward!

Author: Sue Ann (Suna) Kendall

The person behind The Hermits' Rest blog and many others. I'm a certified Texas Master Naturalist and love the nature of Milam County. I manage technical writers in Austin, help with Hearts Homes and Hands, a personal assistance service, in Cameron, and serve on three nonprofit boards. You may know me from La Leche League, knitting, iNaturalist, or Facebook. I'm interested in ALL of you!

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