how does one actually get support?

I'm trying to get to a person in customer support. When I call, the automated system insists on restarting my modem. The system flat out refuses to connect me to an actual agent until the reset is done. Problem is, it's been 40 minutes ("it will take up to 10 minutes and then we will confirm afterward if your problem is resolved!"). Naturally, I have yet to receive a confirmation the reset is complete.

I assure you, the reset IS definitely complete because I'm connected here on the forum, using the home internet, and typing this question. However the automated voice response system doesn't know. So it insists "the agent can't help you until the reset is complete", or last time I called it looped around and prompted: "I see you need to reset your modem, do you want me to do that now?" Which of course I said "why not?" and that was 20 minutes ago.

Text chat system is no better. Tried that too (on AT&T cellular, i.e. a network that works) but the first agent disappeared without replying. The second one did the same.

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5 years ago

@gonewest818 wrote:

I'm trying to get to a person in customer support. When I call, the automated system insists on restarting my modem. The system flat out refuses to connect me to an actual agent until the reset is done. Problem is, it's been 40 minutes ("it will take up to 10 minutes and then we will confirm afterward if your problem is resolved!"). Naturally, I have yet to receive a confirmation the reset is complete.

I assure you, the reset IS definitely complete because I'm connected here on the forum, using the home internet, and typing this question. However the automated voice response system doesn't know. So it insists "the agent can't help you until the reset is complete", or last time I called it looped around and prompted: "I see you need to reset your modem, do you want me to do that now?" Which of course I said "why not?" and that was 20 minutes ago.

Text chat system is no better. Tried that too (on AT&T cellular, i.e. a network that works) but the first agent disappeared without replying. The second one did the same.

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gonewest818

how does one actually get support?

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