HomeMy WebLinkAbout20020092.tiff AT&T Broadband
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8000 East Miff Avenue
Denver, Colorado 80231
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December 18, 2001
VIA FACSIMILIE AND US MAIL
Weld County Commissioners
Attn: Weld County Clerk
P.O. Box 459
Greeley, Colorado 80632
Subject: AT&T Broadband Internet Service
Dear County Clerk:
As you know, AT&T Broadband built its own network and service to replace the Excite@Home
network. We are pleased to notify you that the migration of customers to our AT&T Broadband
Internet network is now complete.
Attached you will find the most recent communication we are sending to our AT&T Broadband
Internet customers regarding some technical issues with their new service.
If you have any questions about this information, please feel free to call me at 303-603-5012.
Sincerely,
AT&T Broadband of Colorado, LLC I/k/a AT&T Broadband
—'nfdtaft4
Natalie Mihalek
Franchise Compliance Coordinator
C: Wendy Farley
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///7/cc's cO Recycled Paper 2002-0092
December 19,2001
Dear(insert customer name)
Good News! Our Internet network migration is now complete. We have been actively migrating our
customers to the newly built AT&T Broadband Internet network after Excite@Home turned off our access
to their backbone network on December 1, as a result of their bankruptcy proceedings.
While we are pleased that we were able to complete the migration in less than half the time we expected,
we deeply regret that our customers experienced some service interruptions in the process. We also want to
acknowledge that we continue to work through a few technical issues with our new network. For example,
some of our customers have experienced speed issues. We have resolved this issue and our customers
should now be experiencing the lightening fast speeds of AT&T Broadband Internet. Please be assured that
your complete satisfaction with our company and our service remains our top priority, and we will continue
to work through any remaining issues as quickly as possible.
To facilitate the identification of any problems you may still be experiencing, the following are the Top
Five frequently asked questions regarding our migration. We provide them so that you may be able to
avoid the need to call on our Care Representatives, since we acknowledge that the wait times into our Care
Centers still exceed satisfactory levels.
1. I still can't connect to the Internet. How can I get back online?
• Try turning your modem off(wait 10 seconds)and then turn it back on.
• Try rebooting your computer.
• Re-run the configurator. Go to http://newuser.attbi.com/and follow the directions.
2. How will I connect to AT&T Broadband Internet?
To connect,you will need to change your computer settings. To use our automated tool to change your
settings,follow the instructions below:
• Restart your computer.
• Open your Internet browser. You should be automatically sent to an AT&T Broadband
Welcome page. This page includes instructions on how to download software used to change
your computer settings for the new network. If not automatically directed, go to
httn://newuser.attbi.com/.
• Follow the instructions on the Web site to run the Automated Configuration Utility (or you
can choose to change your computer settings manually).
• The software will automatically change your Outlook Express e-mail client, your Internet
Explorer settings, and configure your computer for the new AT&T Broadband Internet
network. Information on how to manually change your settings for other e-mail clients and
Internet browsers such as Netscape Communicator and Netscape Navigator can be found in
the E-mail section of our Online Customer Support Center at http://help.broadband.att.com/.
You should now be able to access the Internet and use e-mail on the AT&T Broadband Internet
network and service.
3. Why is my former @Home username name and password not working with my AT&T
Broadband Internet Service?
AT&T Broadband has made every attempt to carry forward the same username and passwords from
the AT&T@Home service. However, due to some network changes during the transition, a small
number of AT&T Broadband Internet customers may need to register a new username and password
by contacting a customer care specialist.
E-mail and chat specialists are available to assist you with this issue. You can reach them by clicking
on the "Chat with Us" or "E-mail Us" links at http://help.broadband.att.com/. Select the option for
"Forgot My Password" and you will connect to one of these dedicated specialists.
4. Will my email address change?
Yes. Your AT&T Broadband Internet e-mail address is [previous usemame]@attbi.com.
5. What are the upstream and downstream rates for AT&T Broadband Internet?
The new AT&T Broadband Internet network as been built to optimize our customers high-speed
Internet experience. This means that customers speed settings will be set at 1.5 MB downstream and
128kb upstream to ensure that all customers receive an optimized broadband experience. These speed
settings are part of our continuous effort to provide customers with the fastest, most consistent
broadband service at the lowest possible price. We are also examining tiered speeds as a future service
enhancement for those users who want more downstream speed.
Again,your complete satisfaction is our number one priority and we encourage you to contact us if you still
have questions or any problems with your service. Please visit the AT&T Broadband Online Customer
Support Center at http://help.broadband.att.com and click on the Service Transition link for additional
information. Online Customer Care Specialists are available 24 hours a day, seven days a week. Please
enter your zip code to receive regionally specific information. Customer Care Representatives are also
available by phone at 1-888-262-6300. However, we would like to acknowledge that we continue to
experience higher than usual call volumes and we are grateful for your continued patience.
We recognize that this network migration has been inconvenient and abrupt, but we sincerely appreciate
your patience. We believe that we will now be able to provide you with the best high-speed cable Internet
service possible,and remain committed to continued improvement and to your satisfaction.
Thank you for being a valued customer and for choosing AT&T Broadband Internet.
Sincerely,
Susan K.Marshall
Senior Vice President
Advanced Broadband Services
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