Updated 110514
1. DSL Customer Care Center Escalation Path for DSL Status/Provisioning Issues for Customers:
The first step in obtaining provisioning status should always be to check the On-Line Status Web Site at http://dsl.bus.att.com/ and choose Order Status.
Step
|
Group
|
Contact Name
|
Contact Number
|
Delay Before Next Step
|
Step One
|
Customer Care Center
|
CC Agents
|
1-877-XDSL-ATT Option 1
|
4 Hours
|
Step Two
|
Team Managers
|
Delonix Xavier Jose
Kristine Guillermo
Kristine Binondo
Bat Phone (MOD)
|
1-770-702-6025
Option 1
Option 2
Option 3
1-770-702-6020
|
4 Hours
|
Step Three
|
Provisioning Manager
|
Jubhet Bravo
|
1-770-702-6034
|
2 Hours
|
Step Four
|
Executive Escalations Manager
|
Jim Simpson
|
330-926-3106
|
2 Hours
|
Step Five
|
Operations Manager
|
Ron Steinhauer
|
732-885-7603
|
2 Hours
|
Step Six
|
Operations District
|
Dottie Brown
|
813-520-4504
|
2 Hours
|
NOTE: The Team Manager has been instructed to ask the customer if he or she has attempted to speak to an agent before escalating. If the customer has not he will be directed to do so.
2. DSL Customer Care Escalation Path for DSL Maintenance/Technical Issues for Customers:
Step
|
Group
|
Contact Name
|
Contact Number
|
Delay before Next Step
|
Step One
|
Technical Support
|
TS Agents
|
1-877-XDSL-ATT Option 3
|
4 Hours
|
Step Two
|
Team Managers
|
Roland Umali
Bernard Mandin
Roel Taule
Joemer Mooc
Bat Phone (MOD)
|
1-770-702-6024
Option 1
Option 2
Option 3
Option 4
1-770-702-6027
|
4 hours
|
Step Three
|
Escalation Manager
|
Mark Balantes
|
1-770-702-6036
|
2 hours
|
Step Four
|
Maintenance Manager
|
Gilbert Mercado
|
1-770-702-6021
|
2 hours
|
Step Five
|
Executive Escalations Manager
|
Tricia Nelson
|
813-520-4668
|
2 hours
|
Step Six
|
Operations Manager
|
Judy Ramey
|
813-520-4540
|
2 hours
|
Step Seven
|
Operations District
|
Dottie Brown
|
813-520-4504
|
2 hours
|
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