Posted by Christine Baker on December 18, 1998 at 15:50:18:
As AT&T does NOT communicate via E-mail, I arranged to have a landline for an afternoon a couple of days ago. I spent several hours on hold, maneuvering through VM hell and talking to often clueless AT&T people. EVENTUALLY I spoke with several people who seemed to know what they were talking about.
One of them was at AT&T Wireless Data (PocketNet) at 800-552-3373. He gave me several numbers for further research on modem cables. I had just decided to go with a Nokia digital phone, but he informed me that all Nokia modem cables are on recall as they don't switch to analog mode. I've since downloaded several thousand messages in alt.cellular.nokia and haven't found a thing on recalls for modem cables. According to the postings there modem cables are widely available.
He explained their PocketNet service. I'd need a new modem (Sierra $700 or Internet Spider $400, Uniden $300) unlimited access is available, but the coverage (especially in the Western States) is MUCH more limited than for the cell service.
He thought the Ericsson phone should work with my Megahertz modem. (Went to the Ericsson web site later, sent em E-mail inquiring about cables, and they responded they couldn't help me, but gave me 2 new URLs I haven't had time to check out yet.)
As another low cost alternative he suggested the Mitsubishi Mobile Access phone: $99 + cable $110 and it has a modem built in. It works with PacketNet and cell service.
After assessing the situation for a few minutes, I decided to just go ahead and activate on their AZ Advantage Plan, because I really need to have phone service. I thought it would make sense to get that out of the way and then just pick up the phone and possible cable and/or modem in Phoenix. I had planned on leaving Cal today. And of course I had thought of going to their store in the Bay Area, but they don't have service or stores here.
I was told I needed to call Activation at 800-462-4463
When we got to the point where she wanted my social security # I advised that I want to pay their deposit instead. I ok'd the $1,000 deposit, but then she put me on hold for a while and then told me that I HAD to have my credit run, as this was what a supervisor told her.
She gave me the 888-334-8887 and I spoke with Jody Bacon, Supervisor, after the person who initially answered told me to get a a prepaid card. Yeah, like I really want to spend $3,000 a month on cell service!
Then Ms. Bacon informed me that credit does NOT need to be run, but the Activation # above is an outside vendor who is not authorized to take deposits so they could NOT have opened my account.
She also told me that the account MUST be opened in the store where the phone is brought in for activation or purchased. Only the One Rate plan can be activated over the phone. She said I CAN upgrade to the One Rate plan without penalty next Spring when I leave AZ for Alaska.
I asked for stores in AZ. They seemed to be all in the southern part, so I just took any store # and thought I'd call there for more info. John was very helpful, gave me the Deer Valley store # as it's right off I-17 north of Phoenix. What happened next is in the follow-up posting :)
For whatever it's worth, I learned that all AT&T wants is people to go in their store, fill out the account application, and hand over the credit card or cash. You can't even get the address or directions to the store, their phone number doesn't work, faxes are ignored. Customer service just doesn't exist.
But I don't have a choice, since they're the only ones with unlimited nights and weekends in AZ. Same as with GTE, I just have to put up with this crap or spend TONS of dollars to maintain the web site.
Ain't life great!
Christine