Those of you who have lost your modems due to lightning in the past several months have probably gone through the NEW setup process ATT has established. In some ways it is much easier. When you plug the modem into your computer via ethernet and you power it up, there is now a "wizard" that walks you through the setup process. It even goes so far as to change your password to the new 6 character password. (Many set their internet-ISP- password to be the same as their email password. More than a year ago, ATT changed that. They want you to have a password that is different than your email password. Furthermore, they want to generate the password; they don't want you to provide the password.)
All well and good until you find that your router no longer works. In fact, no matter what you do, you can't get the router to work. You have to get someone to help. If it is me, I come, look at what has been done, and scratch my head.
Well, the following is a dialog I had with ATT support about this issue. In the dialog, you will see some basic problems I have with ATT support. If read through it, you'll also see the solution to the problem of getting the router to work.
I hope it is entertaining and informative to you.
Support: Hi Mr. Leet! How can I assist you today?
You: Can you see my question?
Support: I am currently pulling that information here on my end. I see here that you are trying to setup a router and connect it to your motorola modem, right?
You: yes. But the new firmware, and apparently the "att preferred procedure" is to NOT put the modem in bridged mode. I can't find any info on your website about how to set up the router. There should be some generic instructions, such as, maybe "static IP", along with appropriate settings, etc. I'm stumped.
Support: Thank you for that information. You have an option not to put the modem on bridge mode or bridge it Mr. Leet. It will also depend on how you would like to configure your router.
You: NOTE: I have NOT opted to put to put the PPPoE on the router. This was forced by the new software. This is an ATT thing, not my thing.
Support: We have limited support when it comes to configuring third party router but we have our Connect Tech Department that can further assist you in connecting your router to your motorola modem.
You: IF ATT, as is apparent, requires PPPoE on the modem, then ATT should provide the REQUIREMENTS for setting the router, regardless of brand. If that is not ATTs position, then I want to be escalated to the next level.
Support: We have a department that supports this type of issue which is our Connect Tech group. I can also provide you some links on how you can bridge the modem and configure third party router. I understand your concern and really would love to help you but we are not trained on how to configure third party router and we might break your router if I force myself to walk you through in configuring the router.
You: I know how to bridge the modem. ATT does not want me to do that. Why? Is this an economic thing- it costs too much to train for router? OR is it technical. NO. Escalate!
Support: These links will help you configure your connection.
You: Give me your super.
Support: AT&T recommend not to bridge the modem but you can always bridge it since the option is available Mr. Leet.
You: Sorry, but I'm looking out for the average ATT customer. The average customer doesn't have the skill to set up the router! And ATT does not provide any help on their web site nor will it provide any help through first level support. This is untenable. You're super please.
Support: Please allow me one moment while I contact my supervisor for you Mr. Leet.
You: In our area of the country lightning travels through the phone wires. ATT has not properly protect the wires or the wires are getting old. The lightning charge travels the phone lines and destroys the modem- sometimes despite surge protection, but most of the time because your customers don't know and haven't been told to run their line through a surge protector before going to the modem.
Support: I will now transfer you to my supervisor. I'm so sorry to know that, Mr. Leet.
You: So every storm, I'll get calls from a half dozen people who can't get internet service. Their modem has to be replaced. The new software is great, in a way. It walks them through the process. It gets the new 6 character password, if they need it. But then it puts PPPoE on the new modem. Then they have to call me because they are stuck with no instructions on how to do the router and no support from ATT. The only option is the 2wire.
Support: Yes, that's the default settings but we can always bridge it by choosing PPPoE on Router, gateway or computer.
You: That sucks.
Support: I have helpful links here on how to bridge and configure a third party router.
You: And I suppose it is because you don't have first level that can be trained on the router.
Support: We usually give this to our customers who needs to bridge the modem since they have a wireless router.
Support: The true that we are not trained in configuring wireless routers aside from the router that AT&T offers but we have a dedicated department that are trained and highly skilled when it comes to router issues.
You: I'm sorry, but please understand that they are being put in nonBridged mode and the script you use at first level doesn't say, OH, then put your modem in bridged mode if you have a router. It says we can't help you! That highly trained department actually isn't so highly trained, based on my experience. Sorry... But you charge for it. Not customer friendly. So, can you commit to changing the script to say- if you have a router, then go back and change the modem to bridged mode after the wizard has finished. Set up the router as PPPoE. Use the new 6 character password we gave you. ??? And... if you have an airport and a 2 wire, bridge the 2 wire and turn off the wifi... something else first level doesn't seem to know.
Support: This is noted Mr. Leet.
You: OK, I'll note it as well. Thank you.
Support: The reason why we informed you about our scope of support regarding this issue so that you will be directed to the correct department that can assist you with this concern as well as provide you the links on how to bridge the modem and configure the router on PPPoE mode which we usually give to customer that has a non-AT&T modem/router.
Support: By following the steps provided on the links, you will be able to configure your network and connect to the internet.
You: No, that last phrase is not true. This recent storm caused 3 modems to go, and I've done many more in the last 6 months. In no case was I told or was the customer told to bridge the modem. They were told only that ATT does not support 3rd part routers. That's the script that needs to be changed!
Support: I understand what you're trying to say. Rest assured that I will take note of this concern and let our department know about this.
Support: Anything else that I can help you with Mr. Leet?
You: No. If you can get the message through to the trainers and change the script, then there will be a lot less frustration on the part of the customers!
Support: I will do so Mr. Leet. I'm really sorry and rest assured that we will take note of your suggestion and put it into action if it is necessary.
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