AT&T Fiber in the SF Bay Area is flipping bits

Re:AT&T Fiber in the SF Bay Area is flipping bits by imajoredinecon on Monday December 07, 2020 @09:07PM (#25340757)

I realize this was written from a position of frustration (which I share) at getting run around by customer support, but I'd reconsider the blanket characterization of tech support staff as "idiots": they're doing a high-throughput job following a playbook they're given with, as you identify, no incentive---it's probably less about personal motivation than the expectations that are set for how they perform their job---to break rules to provide better customer service to people with 5% problems.

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Re:AT&T Fiber in the SF Bay Area is flipping bits by dilyevsky on Monday December 07, 2020 @09:22PM (#25340873)

+1 the real idiots here are att mid-upper management that setup this process and also have zero monitoring for packet loss/bit flips apparently so that they have an outage for weeks now. Support techs have no training nor tooling to debug this issue.

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Re:AT&T Fiber in the SF Bay Area is flipping bits by matthias509 on Monday December 07, 2020 @10:45PM (#25341522)

I cope with level 1 support by remembering we have a common goal: to stop talking to each other as quickly as possible. The tech just wants to close the case and I want to talk to someone else who can actually help me.

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Re:AT&T Fiber in the SF Bay Area is flipping bits by User23 on Monday December 07, 2020 @11:04PM (#25341629)

That’s a great example of finding how you’re aligned and then using it to get a mutually beneficial outcome.

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Re:AT&T Fiber in the SF Bay Area is flipping bits by cpach on Monday December 07, 2020 @09:18PM (#25340836)

Good point. The managers would probably give negative feedback to people that took more time on their calls in order to try to help the customer better.

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