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I now type with an Indian accent January 25, 2010

Posted by Fritz in Yachts and other things that float.
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My AT&T U-Verse was acting up so I went on-line to the live tech chat for help.

The following is my conversation with rr170g(Reinalaine).

System

Welcome Frederick Breland.

System

Connecting to server. Please wait…

System

Connection with server established.

You

Technical Support Topic: SF: Line Test Failed

System

rr170g(Reinalaine) has joined this session!

System

Connected with rr170g(Reinalaine)

rr170g(Reinalaine)

Thank you for choosing AT&T, My name is Reine (rr170g) with U-verse Support. To provide you with excellent service today, may I have the name and phone number with your Uverse account?

You

Frederick Breland XXX-XXX-XXXX

rr170g(Reinalaine)

Hello Mr. Breland, a good evening to you. Thank you for the information. May you please provide us with 2 can be reached numbers so we could use it for future account and service notifications?

You

XXX-XXX-XXXX

rr170g(Reinalaine)

All right, thank you. Mr. Breland, how are you doing this evening?

You    (I am now thinking with an Indian accent)

Splendid

rr170g(Reinalaine)

I’m glad to know that and I’m more than happy to assist you with a Very Satisfying service today.

rr170g(Reinalaine)

How can I assist you with your Uverse service and make you a very satisfied customer?

You

I am experiencing digital freezing in my picture. The problem has been going on for three days now. I ran the diagnostic test and received this message: The AT&T Self Support Tool has detected an issue with your network. In order to resolve this issue, please contact us. I trust you can help me.

rr170g(Reinalaine)

I see. I apologize for this most inconvenience Mr. Breland. Don’t worry, I will personally help you with this today, so you can expect results.

rr170g(Reinalaine)

May I please ask you a few questions to help me properly diagnose the problem and figure out appropriate troubleshooting steps to get this resolved today for total satisfaction.

rr170g(Reinalaine)

?

You

yes

rr170g(Reinalaine)

All right. May I knows how many TVs are affected and does picture freeze on all channels?

You

two tv’s,  yes they freeze on all channels but it is far worse on the HD channels

rr170g(Reinalaine)

I see. May I know the type of cable you’re using? Is it an HDMI cable?

You

no, RGB cables

You

the cable out of the wall into the box is coax

rr170g(Reinalaine)

I see. Have you tried any troubleshooting steps to try resolving the issue?

You

Yes, I re-booted both the cable box and the modem/router to no avail

rr170g(Reinalaine)

I see. What I will be doing is run line tests from my end to check for any line issue.

You

ok thank you

rr170g(Reinalaine)

No worries, you’re most welcome, Mr. Breland.

rr170g(Reinalaine)

Running line tests, it shows me that you’re actually getting quality levels of connectivity. Congratulations.

rr170g(Reinalaine)

However, I will check into the status of you DVR and receiver

rr170g(Reinalaine)

there’s a possibility that the boxes are misconfigured.

rr170g(Reinalaine)

Don’t worry, I will be fixing this for you.

rr170g(Reinalaine)

Mr. Breland, the two set top boxes are currently active. If I may ask, are there any recordings saved on the DVR?

You

yes I have 4 programs saved

rr170g(Reinalaine)

We need to do a forced disaster recovery to set the DVR back to it’s default settings and refresh the box to make it work optimally. However this step will delete the recordings. So what we’ll do instead is to power drain the box.

You

Saving the recordings is not important

rr170g(Reinalaine)

All right, let us proceed troubleshooting. I will be sending the steps

rr170g(Reinalaine)

before you perform it onto the DVR.

rr170g(Reinalaine)

Please give me a moment here to prepare the steps for you.

You

ok

rr170g(Reinalaine)

Here’s waht we need to do:

rr170g(Reinalaine)

Please press and hold the power button on the front of your DVR and while holding it down, press the OK button and the Down arrow button at the same time.

You

The TV is in a different room than this computer. I will need to write these instructions down and then perform them

rr170g(Reinalaine)

That’s all right sir, by all means take you time. Next to that, please release hold of the power button to have a free hand to unplug the power cable at the back. (The one in line with the power button infront).

rr170g(Reinalaine)

But keep the OK button and the Down held down.

You

ok

rr170g(Reinalaine)

Plug the power cord after around ten seconds. Please don’t release hold onto the OK button and the Down arrow button until something comes up on the Tv screen.

You

ok I will endeavor to do that now

rr170g(Reinalaine)

All right. I’m this is what we just need to do to resolve the issue.

You

i will do it now

rr170g(Reinalaine)

Okay, just take you time Mr. Breland. I have all the time for you today.

(about two minutes elapses)

You

The system has re-booted and so far no freezing….

rr170g(Reinalaine)

That’s great, it’s a good sign. Usually, how far along since the time the TV is powered on before picture freezes?

You

It had been happening quite soon after the tv is turned on. I will need to watch some to make sure it has been corrected…is that OK (1-2 minutes)?

rr170g(Reinalaine)

Yes, not a problem. I would aslo like to make sure I’ve taken care of this issue within this chat session so you are very satisfied.

You

ok I will watch for a minute or two

rr170g(Reinalaine)

Alrgiht, while you’re at that let me provide you information where to get help in case of minor service issues.

rr170g(Reinalaine)

You may visit http://www.Uverse.att.com/support for helpful pages to assist you or view channel 411 of your Uverse TV for more information about your Uverse services.

(another 3 minutes pass by)

You

Reinalaine, I do believe you have fixed the problem. Thank you very much.

rr170g(Reinalaine)

Perfect! You’re most welcome, Mr. Breland. I’m so glad we fixed this today.

rr170g(Reinalaine)

Would there be anything else I can help you with?

You

No I should not think so. You have performed wonderfully and I thank you.

rr170g(Reinalaine)

Oh, no need to thank me. I must thank you for providing me the opportunity to assist you today,sir. It has been my pleasure.

rr170g(Reinalaine)

By the way, is yout Internet working well?

rr170g(Reinalaine)

*your

You

Oh yes, very well thank you.

rr170g(Reinalaine)

That’s great! Are you satisfied with the browsing speed by far?

You

Yes I am, I upgraded to the 6MB speed and it is sufficient for my needs

rr170g(Reinalaine)

That’s wonderful! I would not hold you for long, Mr. Breland so you can rest now. Just one last thing before we go..

rr170g(Reinalaine)

I am glad that I was able to resolve your issue today. You may receive a survey in the next few days. The purpose of the survey is to ensure that you were “very satisfied” with the service that I have provided you today. If you receive that survey, would you indicate you were “very satisfied” with the service I have provided?

You

By all means! I was ‘very satisfied’ with your service.

rr170g(Reinalaine)

That is great, thank you so much. Mr. Breland, thank you for choosing AT&T, we do value your business.

rr170g(Reinalaine)

Have a great night!

You

Good Day to you, and thank you for making me ‘very satisfied’.

rr170g(Reinalaine)

Oh, you’re most welcome, anytime. You definitely made my working day great one, Mr. Breland!

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