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Info: Hello and welcome to AT&T, my name is Mark F. I’d be happy to assist you in setting up services. To get started, please provide me with the complete address where you would like to connect service.

Mark F.: Hello, how may I assist you today?

Terry: I noticed on my recent bill that starting 1/25/14 ATT is going to be raising the modem rental fee from $6/mo to $7/mo for their uverse customers.

Terry: I was wondering if I had the option of buying my own modem to avoid paying that increase.

Mark F.: Hi there, Terry! I'm sorry to hear about your bill.

Mark F.: Thank you for being a valued AT&T customer.

Mark F.: I understand how important your time is. I’d be happy to point you in the right direction to discuss your bill.

Mark F.: I can refer you to someone who can assist you further. Please hold for a moment while I connect you with a specialist.

Please wait while I transfer you to a specialist at AT&T Support.

You are now chatting with 'Meneriza' at AT&T Support.

Terry: Hello.

Meneriza: It is my goal to provide you with excellent customer service and that at the end of this chat you will be Very Satisfied. How may I assist you today?

Terry: Terry: I noticed on my recent bill that starting 1/25/14 ATT is going to be raising the modem rental fee from $6/mo to $7/mo for their uverse customers. Terry: I was wondering if I had the option of buying my own modem to avoid paying that increase.

Meneriza: You can purchase your own modem.

Meneriza: However, to avoid the monthly charge for the modem you will need to return the existing modem.

Terry: I understand that.

Terry: Can you direct me to a compatible modem to purchase?

Meneriza: I can help direct you to the correct office for assistance.

Meneriza: I would like to get you in direct contact with a technical support expert for U-verse service. I apologize that I do not have the necessary skills to assist you myself. Allow me a moment to connect you to an expert who will be able to assist you with your account. The agent will have access to all the information you have provided me already.

Please wait while I transfer the chat to the appropriate group.

You are now chatting with 'Majay'

Majay: Thank you for contacting AT&T, my name is Majay. Please allow me a moment to review your account details with the information you have provided.

Majay: Thank you for your patience.

Majay: As I understand you want to purchase a modem. Correct?

Terry: Yes.

Majay: I can help you with that Terry.

Majay: In order to access your account I will need your billing account number or the phone number.

Majay: Please help me with any of the above information.

Terry: ********

Majay: Thank you.

Majay: Are you referring to the fee for Internet access equipment of $6?

Terry: yes

Majay: Thank you.

Terry: The bill states its increasing to $7/mo starting next billing cycle

Majay: Let me check the information for you.

Majay: Please allow me a couple of minutes here.

Majay: It is taking longer than expected time. Could you please give me couple of minutes?

Terry: sure

Majay: Thank you.

Majay: Thank you for your patience.

Majay: I would like to inform you that the price will be $6 per month and it will not change for you.

Majay: The fee which you are looking at is completely different.

Terry: Okay...

Majay: Thank you.

Terry: Can I at least inquire about buying a modem anyway?

Terry: Or can you direct me to whether I have ADSL2+ or VDSL

Majay: In order to buy a new modem you will need to visit our store near by you.

Majay: I would like to inform you that even if you purchase your own gateway the fee will still be applied.

Terry: Then what is the point of going to an ATT store to purchase one, if I am going to charged the same regardless?

Majay: Please don't worry and do not buy a new modem.

Majay: Use the one which we gave you.

Terry: This is some top notch customer service.

Majay: I apologize for the inconvenience.

Majay: Here is the link for purchasing the modem online for your future information. http://www.att.com/equipment

Terry: I see that. Here's the issue.

Majay: Please go ahead.

Terry: ATT deploys two (even 3) types of DSL network. I need a compatible one with the network I am on.

Terry: I cannot tell which network ATT has me using, because I do not have access to the box on the side of the house.

Majay: For your security and to ensure we protect your privacy, I must authenticate your account before I can access your records to assist you. Please verify the 4 digit passcode.

Terry: As far as I can tell, I'm leaning towards the VDSL counterpart, but I cannot be 100% sure.

Majay: Your account has been authenticated. Thank you Terry.

Majay: The model number for VDSL modem is Motorola 2310.

Terry: False. It is a 2Wire/Pace 3801HGV

Majay: We have two brands of modems.

Majay: One is 2 Wire and the other one is Motorola.

Majay: I have provided you with the information on Motorola.

Majay: I am still checking for other modems which are compatible with VDSL.

Terry: Are you confirming that I do have VDSL service?

Majay: I am checking.

Majay: Please verify the four digit passcode.

Terry: ****

Majay: Thank you.

Majay: Yes your;s is VDSL connections.

Terry: Thank you. Have a nice day.

I really hate scripted customer support. It's the most annoying thing to have to wait for some idiot who knows absolutely nothing to wade through a flow chart answering yes and no questions until they manage to find the right answer, or not.

This is a direct result of the policies of the major carriers to save as much money on pay for their employees as possible.

Now, if you had needed technical support, they would have routed you to some clown in Inida or Pakistan for support since they can pay that guy 25 cents an hour to work for them and just follow the script.

Some of them have language issues that cannot be overcome by mere mortals, yet your payment for that service allows them to provide the highest standard of living for that guy with the sacred cow.

Rise up and demand American Tech Support people.

cerb - i'm all about American Tech support but the added costs of in house or domestic support have to get passed on somewhere, and they get passed on to the end user.

lmao! As our bill still clearly states the 6 dollars will go to 7 dollars. This guy is a dumb ass

how much that call cost? assuming that it took 30 mins from start to end then ~2 bucks if calling to support isn't free and it isn't x bucks per min number.

still funny and too accurate sometimes.

oh my. the modem must be getting old and about to fall apart if they're going to need an extra $1 a month to the 4 Indians that are authorized to repair it.

makes me tempted to call up Comcast and cancel my account again. wonder how many minutes it would take for them to realize that it's not active.

^ 459 posts. "New Member". How does this work?

i bought my own when time warner raised theirs.. best decision ever!

probably a side-effect of using an invalid email account when i got too drunk to remember that I'm supposed to give up forum trolling so I can master Pac-Man on my Windows Phone and use less of my data.

Marshal calling At&t is free for us. But Soviet didn't call...he used the online chat support.

Did you not notice we went from Mark F. (I'm assuming this is his real name) to Meneriza, and then finally to some guy named Majay.

If I didn't like messing with people on chat tech-support (ask galleri about Zact mobile) I think I would've left ATT for their incompetence immediately.