By Amy Davis

AT&T seems to not have access to important records

HOUSTON - You might remember the days when everyone had a landline or
maybe you still have one. About 75% of older Americans still have
landlines in their homes. Some are used to connecting to other
services, but other people do use the landline to make calls. A
Houston family said they don't want the phone mess they are dealing
with to happen to others, so they called KPRC 2 Investigates for help.

https://tinyurl.com/wcmamcad

On 10/31/2022 10:52, Bill Horne wrote:
> By Amy Davis
>
> AT&T seems to not have access to important records
>
> HOUSTON - You might remember the days when everyone had a landline or
> maybe you still have one. About 75% of older Americans still have
> landlines in their homes. Some are used to connecting to other
> services, but other people do use the landline to make calls. A
> Houston family said they don't want the phone mess they are dealing
> with to happen to others, so they called KPRC 2 Investigates for help.
>
> https://tinyurl.com/wcmamcad

I worked across the hall from an AT&T call center (Third party vendor
site). A few people from AT&T moved over to Frontier when the AT&T
campaign was shutting down. Throughout the mid-west, and other regions
of the country, AT&T uses an archaic DOS-based system, that their
billing representatives (especially the ones from the Philippines) are
poorly trained on how to use.

When I have to call in for my AT&T land-line, I quickly learn when an
agent doesn't know what they are doing, and I make up an excuse to call
back later... many of these agents are probably relieved at that.
Hopefully, I get a more experienced person the next time I call. (HINT:
Customer Retentions department has far more skilled agents.)

Further: AT&T retail stores can only take payment on real/POTS
land-lines, and they are usually sales-oriented also, and try to up-sell
you on some other product (or fiber/U-verse/digital phone/mobile) while
you are there. They can't/don't have access to the old system to help
you change or set up a POTS land-line telephone.