Selasa, 09 Februari 2010

AT&T: Linux is why the Internet isn't Working

I have very basic AT&T DSL at my current place of residence. Late last month when I tried to sign online my browser was promptly redirected to an AT&T webpage informing me that the master account password for the DSL had been updated and I needed to enter the new information. I rent, I don't own - the DSL is in my landlord's name. I promptly gave her a phone call and within a few moments my landlord and I were on a three-way phone call with AT&T tech support trying to get it sorted out.

They walked me through your standard idiot checks:
  • Yes, my computer is on.
  • Yes, my modem is turned on.
  • Yes, my modem's internet light is green.
  • Yes, my computer is connected to router properly.
Then they asked the question that all tech support are bound to ask "What operating system are you running?" Before I could say anything my landlord chimed in with "I think he uses Linux or something like that." Well, so much for avoiding that bomb shell. The tech operator's next words could have been scripted "Odds are that is the issue, do you have access to a computer with a Windows-based operating system?" I sighed a bit under my breath "The exact same issue is present on Windows 7 and XP - its something on your end."

He then wanted to walk me through checking my router settings, but not before he said "To log into your router you will need to boot into Windows and load Internet Explorer." I rolled my eyes and promptly clicked on the Google Chrome launcher on my Gnome panel and logged into my router, checking all the settings he listed off to me (they where all set correctly).

In the end it ended up being an issue on AT&T's end (after all I was still online it was just redirecting any pages I tried to view to AT&T's website). A couple days later and some paper work later needless to say my internet was back online - Linux and otherwise.

It just irks me greatly that companies always try to blame a third party when their own equipment is not functioning properly. Anyone else ever have a similar experience?

~Jeff Hoogland

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