ThruIT » issues http://thruit.com Tue, 02 Feb 2010 16:39:47 +0000 http://wordpress.org/?v=2.8.4 en hourly 1 Update: AT&T Contacts Me On Twitter! http://thruit.com/2009/11/att-followup/ http://thruit.com/2009/11/att-followup/#comments Thu, 12 Nov 2009 01:33:57 +0000 Will Kievit http://thruit.com/?p=337 A couple of nights ago, an AT&T Wireless manager contacted me on twitter. Apparently, AT&T caught wind of my blog post where I talked about the issue I was having, and using their new social media initiative be proactive and reach out to me. When @ATTJason contacted me on twitter this evening, I was completely skeptical of this random twitter handle, and on defense, but I went to AT&T's website and determined @ATTCustomerCare was a legitimate handle, which then references @ATTJason as legitimate. This seems to be one thing that AT&T needs to be careful with, and one of Twitter's "Verified Account" badges would probably help out. With all of the phishing schemes out there it is important that AT&T presents itself well.]]> at&t twitterA couple of nights ago, an AT&T Wireless manager contacted me on twitter. Apparently, AT&T caught wind of my blog post where I talked about the issue I was having, and using their new social media initiative be proactive and reach out to me. When @ATTJason contacted me on twitter this evening,  I was completely skeptical of this random twitter handle, and on defense, but I went to AT&T’s website and determined @ATTCustomerCare was a legitimate handle, which then references @ATTJason as legitimate. This seems to be one thing that AT&T needs to be careful with, and one of Twitter’s “Verified Account” badges would probably help out. With all of the phishing schemes out there it is important that AT&T presents itself well.

Long story short, AT&T followed up with me finally, saying that the issue seemed to have been resolved on the network end and wanted to make sure that the issue was indeed fixed on my end. I confirmed it had. One more satisfied customer. Love that brands are taking such a proactive approach. Well I guess they have to though, the power of social networking is such that a sour customer could do a lot of damage to a company, but reaching out and trying to fix their issue instead helps.

Have any of you had an experience like this with AT&T or any other companies? Disagree with my praise of the carrier? Let us know. Voice your opinion in a comment below!

]]> http://thruit.com/2009/11/att-followup/feed/ 0 AT&T Connecting Callers to Wrong Person http://thruit.com/2009/11/att-connecting-callers-to-wrong-person/ http://thruit.com/2009/11/att-connecting-callers-to-wrong-person/#comments Mon, 02 Nov 2009 13:30:54 +0000 Will Kievit http://thruit.com/?p=327 For the past two days I have been having some serious issues with my AT&T wireless connections for my iPhone. There appears to be a routing problem with the phone system’s network (potentially AT&T) that causes the wrong parties to be connected. The scenario is this: when I select Person A from my contacts and call them, I get connected with Person X. On Sunday, I had an even better experience: I called my girlfriend, the phone rang and then I was connected to a random party who couldn’t hear me. Then the phone started to ring again and I was connected to a different random party whom did not speak english… this cycle continued on until I was connected to a total of 5 different people, all without me [...]]]> iPhone AT&T Connection ImageFor the past two days I have been having some serious issues with my AT&T wireless connections for my iPhone. There appears to be a routing problem with the phone system’s network (potentially AT&T) that causes the wrong parties to be connected. The scenario is this: when I select Person A from my contacts and call them, I get connected with Person X.

On Sunday, I had an even better experience: I called my girlfriend, the phone rang and then I was connected to a random party who couldn’t hear me. Then the phone started to ring again and I was connected to a different random party whom did not speak English… this cycle continued on until I was connected to a total of 5 different people, all without me needing to redial. On the other end, my intended party’s phone rang and my caller id showed up on screen. When she picked up she was connected to another random woman. See the diagram below for my theory on how the problem works (I apologize for the poor quality).

Diagram on Theory of AT&T Connection Problem

Some details on my problem: I am located in the Stamford area of Connecticut. I own an iPhone 3G with all the latest upgrades and carrier settings. I called AT&T and they said it was most likely a network issue, but it was not a known issue and confirmed it was most likely not my phone.

Anyone else having this problem? Tell us about it.

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