Calling AT&T on Saturday (in Real Time)

August 15th, 2009
1:28 p.m.

I sigh and pick up the phone, prepared to do battle.

Automated guy robot voice answers my call and immediately short circuits:

"Thank you for calling AT &--"

"I'm sorry, I didn't..."

"I'm sorry I am having so much trou--"

"Please enter your phone number--"

"Please hold while I connect you with someone who can help--"

1:30 p.m.
Real person answers phone She is perfectly nice and tells me how we can go about disconnecting my land line, but with one caveat:

"We need to get you connected with the Disconnect Department. Please hold."

1:33-1:39 p.m.
Static-y hold music that sounds like it's being played underwater. The love theme from "St. Elmo's Fire" plays in its entirety and I find myself getting choked up.

1:40-1:53 p.m.
I become somewhat well acquainted with a very nice woman named Denise (name changed to protect her) in the Retention Dept.--maybe nicest person I've met at AT&T. I picture us grabbing a drink together after work and howling about stupid men. Then she drops the bomb on me: "It says here you are not eligible to upgrade your DSL to a high speed. In fact, if you do this the way we are planning, your DSL speed will *drop*." She sounds incredulous too.

But, wait, don't I have that middle speed? "Well, yes." Then how can I not have it suddenly if I ditch the land line? "Um, I am not sure."

Me: "So I am getting punished, essentially, for having been a good customer?"

Her: "Well... Sadly, yes... It kind of seems that way, but--"

"I see."

"I am just trying to be honest with you, sir."

"Really, I appreciate that. Seriously."

"Let's clarify: YOU are eligible for the higher speed, but your address is not."

i.e., I do not live in a rich enough neighborhood? Which makes no sense since I live 2 blocks from Hancock Park.

"Well, it's complicated," Denise says. "Our friend Verizon is also available in that area and we only have access to certain pockets, so some people are eligible for higher speeds and some are not. One of your neighbors might be using a really high speed from them or something..."

Note to self: Call Verizon.

2:04 p.m.
I am told how I can look online at the Measure Rate service re: my phone line. The wheeling and dealing begins, because Denise knows 2 things very well now:

1. I am mad.
2. I am not stupid.


The result? My land line bill cut 60%. My DSL bill cut 50% for at least 6 months.

2:09 p.m.
I still really, really want higher speed DSL, god damn it. But at least in the meantime I am paying much much less for what I am stuck with (and which was never explained to me in any way that doesn't sound vaguely illegal).

I suddenly miss the days when all I had was access to one rotary phone. Communication is hard.