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Comment by pavel_lishin | Hacker News Reader

It's marked as "solved", but the solution is just an AT&T rep apologizing and asking users to report more information if they experience the problem again.

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Welcome to almost every support answer from every big company. It's getting harder and harder to get support for obviously broken systems if you can't publicize the problem.

With most telecom carriers, you need to phone them, trying to get meaningful support online is wishful thinking.

IME, even phoning them is generally a waste of time

It's solved because AT&T knows what's causing it. Not that they'll tell you.

What does this mean? Do you know what's causing it?

where did you get that idea? the "solution" says:

We are investigating this issue and are looking for more information to get down to the bottom of this. If you do experience this issue, please send us a private message. ... We thank you for your help and patience as we work on this issue.

So they dont know what's causing it, and they have not solved it.

A classic case of moving something that's bad PR to private communications. Happens on twitter all the time.

Though many companies do move bad PR to private communications, in this case a private message makes sense since AT&T is asking for personal information such as the customer's phone number.

What is now the classic playbook.

Smiley Face, say it has been largely mitigated.

Ask for PMs for specific cases.

Making a widespread issue seem isolated as you implement a fix that affects 10M people.

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