DSL outages happen, it’s an inevitable problem of any service. Things break. I realize that and I’m okay with it.

But AT&T needs to work on how they handle those outages and keep their customers informed.

Right now our DSL is down. When I call support, I get a recording that there is an outage in our area and the estimated time of repair is 10:20am.  I am writing this, on my phone, at 12:37pm.  Their ETR is 2 hours ago and their is no way that I can talk to anyone to get a new ETR.  I know from experience that recording will not be updated. When they eventually fix the problem, the recording will come down and I will never find out what’s going on unless I raise a stink and get a call from someone in Executive Escalations who has much better things to do with their time.

And that’s just no way to run customer service.