At first ATT salespeople called to say I’d need to switch to U-Verse by a certain date or I would lose my internet service.
Making some enquiries, I found that this was not the case. Eventually, an ATT rep. from Texas confirmed that what I’d been told initially was completely false. I was also told that as I stayed with DSL, my service would actually speed up as people moved to U-Verse!
Fibre optic is wonderful, I’m sure. But my deeper concern was that switching to U-Verse meant losing land-line capability in the event of a power outage. Yes, there is a battery back-up for a few hours, but last time we lost power, it was for days. I made, and received, several critical phone calls during that time period via the reliable land line feeding the simple phone on the wall.
Since then, here’s the pattern that’s emerged… My internet connectivity slows to a crawl. I call DSL tech support, and the rep. says “my account” has to call the “migration” phone number. I then insist on having my DSL restored. It’s then restored to normal connectivity. Then, after a week or so, the connectivity ceases, I call, receive the “migration” number, have to insist on re-connectivity, get my connection restored, and resume the pattern.
Perhaps the move to Fibre Optic is irresistible. Fine. Say so. At least I can move to a much faster system using COMCAST/xfinity.
But, playing games with a decades long paying customer, and forcing migration to a new product by withholding existing tech support is terrible customer service.
Companies need to remember that customers needing support aren’t competitors, they’re the first line of loyal support.