AT&T said his address doesn't exist. But when he went through the process to sign up for bundled service, more expensive, with landline phone service, magically, it could find his address.

This is odd when you consider a customer service rep later said both options draw from the same database. It's not odd when you consider that AT&T only made naked DSL available because the FCC made them in exchange for letting them do some fancy business transactions, and then initially made it very confusing for people to try to sign up.

So here's the secret process Mike figured out:

1. Head to http://www.att.com/gen/general?pid=11523

2. Check Availability. If it gives you trouble (as if you don’t know where you live),

3. Check DSL availability via their main website as if you’re looking to purchase a bundle package. It checks a separate database. If it says you’re eligible:

a. Call 1-800-288-2020. Ask about “High Speed Internet Direct”, “dry loop” or “stand alone” DSL at your address. If you have equipment, ask them to waive the option to get a modem/router.

b. If they resist, call back until you get a CSR that’ll work with you.

Part of the problem is that some of the call center reps don't know what they're talking about and try to insist you need a landline or cellphone service with AT&T to get DSL. This is not true. Keep calling back until you find one that does, making sure you use the magic words “High Speed Internet Direct”, “dry loop” or “stand alone DSL."

Erich cc'd us on the executive email carpet bomb he hurled at Verizon's top brass:

I've been a verizon dryloop DSL customer since 07/07, and I have to thank verizon for the fast reliable service that I thoroughly enjoyed. As a matter of fact, when several friends of mine moved to the region and asked me about which internet provider to choose, I never hesitated to recommend Verizon and the dryloop product, since many people only use their cellphone for calling nowadays, and dryloop DSL provides extremely competitive pricing and performance compared to cable alternatives.

However, since the lease of my current residence was up, I've been trying to get my DSL service relocated with me to my new apartment. Prior to moving, I phoned verizon customer service with the potential new address that I may move to and I was assured the dryloop service is available at the new location.

After I moved, I contacted the customer service again, and I must say the experience I had with the customer service on the phone was below my expectation. My call was transferred numerous times, and sometimes it would hang up during the transfer. It was very apparent when I would be speaking across the ocean and not. And often the calls were transferred from an abroad call center, to a domestic one but still in audible due to the method of throughput connection. One would not expect this type of service from any company, notwithstanding a telecommunications specialist!

I believe I have called at least 5 times in a single day, 3 days so far. One customer service agent located in WV told me the dryloop service is available but she can not figure out how to port the service over and told me my only option would be switching to a traditional DSL service with dial tone, or I can cancel without termination fee.

As this amounts to nondelivery of contracted service, I see no choice but to cancel my service. I opted to do so and was transferred to the cancellation department (where the phone disconnected again during transfer), so I dialed the customer service, and after talking to several agents again, I finally got transferred to the cancellation department.

I talked to several agents over at the cancellation department, including the supervisor, and every single one of them refused to honor the waving the cancellation fee. As a matter of fact, the supervisor even blamed me for moving, even though I had already checked dryloop availability prior to my moving and was told the service can be transferred without any charges.

I am hoping someone in verizon with higher authority may be able to assist me on getting this issue taken care of. It is unfortunate that the bottom line of customer service means we must check our humanity at the door so to speak, and deal with corporate rules which make no sense. I could be returning to Verizon in the near future when it is available wherever I might move, but this is the type of maneuver that insures I would not.

PREVIOUSLY: Reach Verizon Internet Executive Customer Service
Reach Verizon Landline Executive Customer Service
(Photo: JGNY)

Step 1: Call 1-800-264-0002.

Step 2: Ignore the automated messages. Do not do anything until it asks what state you are in.

Step 3: Say what state you're in.

You should be transfered to a person who can help you make the switch. Let us know if this works.

Here's Michael's letter:

I thought i might run through my experience with getting dry loop DSL. My old dsl line was costing me $24.99 and the cheapest phone line plus taxes was running me total about $41 a month for internet. I found on their website (http://www.att.com/gen/general?pid=10850) that its only $4 more for dry loop $28.99. I called the number that was provided on the site; of course this ends of being one of AT&T's horrendous automated numbers. The voice tells me to tell it what I'm calling for.

me - "dsl"
stupid computer voice - "Are you wanting new service"
me - "NOOOO"
scv - "I'mm sorry I'm not sure lets try again"
me - "DSL"
scv - "Are you wanting new service"
me - "I hate you"
scv - ""i'm not sure what you want let me connect you to an operator"

At this point i assume this is what hell must sound like. After being on hold for 10 minutes I get someone who quickly informs me I've been connected to the wrong department and he will send me to the correct one. Another 20 mins goes by on hold and i never get an answer. Looking around some different websites i find another number to call; i get to a person relatively quick who tells me this is Iowa's number she gives me another number to call which turns out to be Illinois's number. Finally this lady tells me to call 1-800-264-0002 and ignore the the automated message and wait for it to ask which state I need (you have to wait quite awhile for it to ask). I do this and go directly to a sales person that can help. They gave me no problems and answered all my questions.

Here are some details I got from them about switching over:

Use the 1-800-264-0002 number and ignore your options until it asks what state you live in.

One day of no service while switch the service.(I think I can survive)

I no longer have to pay for all the taxes that were included with the phone that cost more than the line itself. just a small sales tax about $1.

They were very polite and didnt try to feed me B.S. about not switching.

It only took 5 min and now I'm saving about $11 a month.

(Photo:afagan)

Although AT&T is required by the FCC to offer (for a period of 30 months) unbundled, dry loop, or "naked" DSL to the 22 states that BellSouth used to serve, AT&T's Ralph de la Vega told the Wall Street Journal that "naked" DSL would be available nationwide by the end of the year.

2008 is looming large on the horizon, so now would be a good time to call AT&T and get yourself signed up, if you're so inclined.

Here's how to go about it, according to our AT&T tipsters:

• 
  
• Call the AT&T Dry Loop department directly at 888-800-4095
  
• Ask to switch to "DSL direct"
  
• If they give you a hassle, say it's a retention offer

  Products Available:

• Express 1.5/128-384, 23.99
  
• Pro 3.0/384-512, 28.99

If you do try to get this deal, please drop us a line at tips [at] consumerist [dot] com, and tell us how it went.

AT&T quietly rolls out reasonably-priced unbundled DSL [CNet]
(Photo:Morton Fox)
PREVIOUSLY: Get AT&T Dry Loop For $23.99
AT&T Promises Nationwide Naked DSL By The End Of The Year

• Call the AT&T Dry Loop department directly at 888-800-4095
• Ask to switch to "DSL direct"
• If they give you a hassle, say it's a retention offer

Our source this will not work for the Bellsouth region. This tip is untested, but sounds worth the shot.

UPDATE: Reader writes that the speeds are Express 1.5/128-384, Pro 3.0/384-512.

UPDATE: Another AT&T rep writes, "DSL Direct IS available in the BellSouth region (sort of). It is currently only a Save tactic, but it will be offered as a product starting in November, due to the fact that it was part of the FCC's requirements for approving AT&T-BellSouth deal...to my knowledge, AT&T does not throttle BT traffic in the BellSouth region."

(Photo: Travis Hornung)