Calling AT&T was a fairly straightforward task, and I only spent few minutes on the phone and a few minutes off the phone waiting for a callback. Therefore, I'd certainly use the customer repair number again if I had a problem, although it might be preferable if I didn't have any! Usually, when I have a problem with my service I like to go down to my nearest AT&T shop, but since this problem was with my modem I didn't know if that was an option or not.
Anyhow, when I called, the recorded message said, "Thank you for calling the AT&T Repair Center" and asked me to press 1 for English. The standard message told me that all calls are recorded for quality, then asked me, "What's the issue you're calling about?" I answered, "Problems with my modem" and waited for a second. The voice assistant responded, "Please tell me more about the issue you're having with your modem." I wasn't sure what to say, so I tried saying "It won't connect consistently" which seemed to work because that got me to the next step.
Then, the voice assistant told me it could see the number I was calling from, and asked if this was the same number that I was calling about. I told them that it was. It then said, "One minute while I handle this." That was actually nice because the team was able to access my account so I didn't have to handle that when I got through to the customer service representative. They did however ask me for the passcode to the account so there was a second layer of security which I also appreciated.
Next, it took me to a hold line but told me that there would be a wait, and if I preferred it could offer me a callback. The callback option would save my place in line. It told me the wait time would be about 6 to 7 minutes, and it was up to me if I wanted to stay on the line or not. The wait time wasn't bad so I just stayed on the line, but it's a nice option if there's a long wait time. Someone answered after about 6 minutes and they were very helpful and clear. They walked me through some troubleshooting steps which unfortunately didn't work but set me up for a replacement which should solve the issue.