Somehow visual voicemail is dropped during the upgrade migration and has to be manually activated again. After 30 minutes on hold, I lucked out with a knowledgeable tech. When she had exhausted all her attempts, I was transferred to Level 2 support. Heads up - Level One will have you try the myAT&T app to setup voicemail - press and hold down “1” which calls your voicemail where you are asked to enter your voicemail number (not tel #) - no clue what that is, going to your voicemail icon on the phone app has the option of calling your voicemail as well with same result. I offered to hold on until his system came back up, but he said that wasn’t possible due to the large number of customers waiting in the queue behind me he had to inform about the system outage. Same issue - Called ATT 800 331-0500 (don’t listen to the bot asking questions - just hit “0” 3 times to get live support) last night working with Level One support for an hour with no success before being transferred to Level 2 - waited 40 minutes for a tech to answer only to be told their system was down and I had to call back. As a customer you can ask for the call to be escalated, which brings on “tier 2” reps who are better paid and better trained, or call back in the hope of getting a better-trained CSR (as you did). The result is that some CSRs say they can’t help just to keep the call short. It takes 9-12 months to train a CSR in everything they need to know, and turnover is high most CSRs quit in less than a year. And it’s a lousy job, because callers yell at you for failings of their employer. Support is also not a profit center (although they try to make it one by having CSRs upsell services), so they keep the cost down in any way possible, through low salaries and pressure on CSRs to keep calls short. Setting up VVM is certainly in the KB, and more experienced CSRs have experience doing it, so if you’re lucky you will get one of them. Most of it is in an online knowledge base (KB), but the CSR still must know how to search that. The problem facing carriers (mostly their own fault) is that there is a lot you need to know to provide good customer support. If you see inaccuracies in our content, please report the mistake via this form.Me too. If we have made an error or published misleading information, we will correct or clarify the article. Our editors thoroughly review and fact-check every article to ensure that our content meets the highest standards. Our goal is to deliver the most accurate information and the most knowledgeable advice possible in order to help you make smarter buying decisions on tech gear and a wide array of products and services. ZDNET's editorial team writes on behalf of you, our reader. Indeed, we follow strict guidelines that ensure our editorial content is never influenced by advertisers. Neither ZDNET nor the author are compensated for these independent reviews. This helps support our work, but does not affect what we cover or how, and it does not affect the price you pay. When you click through from our site to a retailer and buy a product or service, we may earn affiliate commissions. And we pore over customer reviews to find out what matters to real people who already own and use the products and services we’re assessing. We gather data from the best available sources, including vendor and retailer listings as well as other relevant and independent reviews sites. ZDNET's recommendations are based on many hours of testing, research, and comparison shopping.
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