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AT&T's Rube Goldbergian Web Form

I recently bought AT&T DSL and documented their frustratingly over-engineered registration process. In short: a simple web-form system shouldn't end up installing Internet Explorer 8 for you. I think it's interesting particularly because no lean startup would ever ever do this in a million years, yet we aren't particularly surprised when a big company is flushing dollars down the toilet in this way.

When AT&T activated my service and I received the DSL modem and a manual in the mail, I assumed it would be a quick five-minute process. Configuring the modem itself was straightforward and went smoothly. When the modem is configured, you pull up a browser, which will automatically redirect to an AT&T registration page.

The landing page was a little too flashy, it automatically plays some audio instructions in the background, basically telling you to hit the "next" button. They inform you that you need to supply some information to AT&T and in return they will give you a username and password to add to the modem's configuration, which will allow you to get to the internet. The obvious approach is a simple HTML web form.

Instead, when I hit next, there is a five minute pause as AT&T's website "checks my system." Why this takes five minutes is beyond me. It then complains that my browser is not supported — well, I use chrome on ubuntu, which is an obscure setup, so fair enough, I'll switch to Firefox. Wrong. It requires an ActiveX control (a way to run native code on my machine, also, who still uses ActiveX? Its 2011, does AT&T also send smoke signals from one department to another to announce the results of their fancy abacus calculations?). This means I must find a windows box and use Internet Explorer. Why? For a web form? Ridiculous, but okay, another hoop to jump through.

So, I boot into an old computer that is running Windows XP. I launch whatever version of IE is on it which has never been used, endure the flashy landing page again, wait another five minutes for the website to "Check My System," and then wait another five minutes for it to download and run some sort of ActiveX control. I'm getting frustrated by this point, because what should be just a simple platform/browser independent webform has turned into some kind of ridiculous circus. Now, the ActiveX controller informs me that my version of IE isn't good enough!

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