AT&T Broadband Business Services
Important Updates Regarding Excite@Home and @Work
Last Updated: 11/26/01
As has been previously announced, Excite@Home, recently filed for Chapter 11 Bankruptcy protection. AT&T Broadband Business Services remains committed to providing our customers with quality high-speed connectivity without service disruptions, and is committed to keeping our customers informed of important updates. Be sure to visit this site daily to receive the most current update on this situation.
AT&T Broadband Statement:
Judge Thomas E. Carlson of U.S. bankruptcy court today canceled the Master Distribution Agreements between the At Home Corporation and the cable companies to which it provides high-speed Internet service, including AT&T.
AT&T has not been told whether or not the At Home Corporation intends to shut down its service. However, AT&T representatives are scheduled to meet with executives of At Home to discuss the matter. AT&T is prepared to take appropriate steps to protect service to its customers, including if necessary moving its customers to a new high-speed Internet network immediately.
The company said that individual customers could be moved to the new network in one to 14 days if necessary. The company will automatically issue credits to all customers who experience an interruption of service at the rate of two days free service for every day of interruption.
The company noted that former MediaOne customers, who are served by theAT&T Broadband network are not affected by today's action. Nor are customers of AT&T Broadband's video or telephony services.
Answers to Commonly Asked Questions
What specific contingency plans does AT&T Broadband have to ensure that its customers receive no service disruptions?
We are working with Excite@Home's independent board of directors and the bankruptcy court to provide customers with uninterrupted high-speed cable Internet service. AT&T has proposed purchasing certain Excite@Home network assets.
This proposed asset purchase is subject to court approval. If the asset sale is approved, AT&T plans to build on the assets it acquires to develop a more robust network while improving and growing our high-speed cable Internet service.
If the proposal to purchase the Excite@Home network is not approved, your service may be temporarily interrupted and it will be necessary to move your service to a new AT&T Broadband network.
How long will I be without my high-speed cable Internet service if it has to be moved to a new AT&T Broadband network?
We will call to notify you of any applicable changes to your cable Internet service including interruptions.
It is currently undetermined as to whether AT&T Broadband high-speed cable Internet service will be interrupted regardless of the outcome of AT&T Broadband's proposal. In the event that your high-speed cable Internet service is interrupted, AT&T Broadband will work as quickly as possible to restore your service on the new AT&T Broadband network.
Should I back up my Web page and email files in case my service is moved to an AT&T Broadband network?
As a Business Services customer, email and web hosting provided by AT&T Broadband will not be impacted by a network move, although it is always a good idea to back up important data of any kind.
What will happen to my high-speed cable Internet service if AT&T Broadband purchases the Excite@Home network?
If AT&T is able to purchase and manage the Excite@Home network, there will be no immediate change to your current service. If the network purchase is approved, we will notify you via U.S. Mail as soon as possible.
What will happen to my high-speed cable Internet service if AT&T Broadband's proposal to purchase the Excite@Home network is not approved?
If AT&T's proposal to purchase the Excite@Home network is not approved, your service may be temporarily interrupted and it will be necessary to move your service to a new AT&T Broadband network.
How will I know if my AT&T Broadband high-speed cable Internet service is going to change?
We will call to notify you of any applicable changes to your cable Internet service. A message will be left on your voicemail or recorder if no one is available at the time of the call.
Also, please continue to look for updates in your U.S. Mail and bulletins posted at
http://www.bbs.att.com/help.
How will I know if my AT&T Broadband high-speed cable Internet service is going to be interrupted?
We will call to notify you of any applicable changes to your cable Internet service. A message will be left on your voicemail or recorder if no one is available at the time of the call.
Also, please continue to look for updates in your U.S. Mail and bulletins posted at
http://www.bbs.att.com/help.
If necessary, how will I connect to the new AT&T Broadband network?
We will call to notify you of any applicable change to your cable Internet service including interruptions. A message will be left on your voicemail or recorder if no one is available at the time of the call.
Only if you are notified that your high-speed cable Internet service has moved to the new AT&T Broadband network, please follow these steps:
If you do have an AT&T Broadband managed router (Cayman or Allied Telesyn):
1. Power down your AT&T router by unplugging the unit from the power outlet.
2. After 30 seconds, power on the router by plugging the unit back into the power outlet.
3. You should now be able to reach the Internet on the new AT&T Broadband Internet network. If you are unable to reach the Internet, contact AT&T Broadband at 1-888-824-8105.
If you do not have an AT&T Broadband managed router:
1. Configure any equipment that is connected to the AT&T Broadband cable modem to obtain an IP address automatically (in other words, configured to support DHCP).
2. Restart your computer.
3. If you are running an application that requires a static IP address, you will be receiving a new IP address and will need to contact AT&T Broadband at 1-888-824-8105 to receive the new IP address.
4. You should now be able to reach the Internet on the new AT&T Broadband Internet network. If you are unable to reach the Internet, contact AT&T Broadband at 1-888-824-8105.
How will AT&T Broadband keep me informed about changes to my high-speed cable Internet service as a result of Excite@Home's recent filing for Chapter 11?
Information about any changes to your service may be communicated through letters mailed by U.S. Mail, and bulletins posted at
http://www.bbs.att.com/help.
In addition, we will call you if:
1. Your service will be interrupted
2. We must move your service to the new AT&T Broadband network
How will my AT&T Broadband cable Internet service change if it is moved to the new AT&T Broadband network?
It is our goal to continue to provide you with excellent high-speed cable Internet service if your AT&T Broadband cable Internet service is moved to a new AT&T Broadband network.
A detailed description of changes will be provided at
http://www.bbs.att.com/help if changes to your AT&T Broadband high-speed cable Internet service are necessary.
Will my AT&T Broadband Business Services Subscriber Agreement change?
No.
Will my monthly AT&T Broadband high-speed cable Internet service subscription price increase due to any changes related to this announcement?
AT&T Broadband currently has no plans to increase the monthly subscription price for its high-speed cable Internet service as a result of any action necessitated by Excite@Home's Chapter 11 Bankruptcy filing.
Will my e-mail address change if AT&T Broadband moves its high-speed cable Internet service to a new AT&T Broadband network?
As a Business Services customer, your email address will remain the same in the event of a migration.
Will I receive a credit if my AT&T Broadband high-speed cable Internet service is interrupted as a result of moving it to the new AT&T Broadband network?
Yes. While we realize these potential changes may cause some inconvenience, please be assured that we are working hard to avoid any service disruptions. In the event the service is disrupted during a migration, you will receive a credit for those days of interrupted service.
We are working hard to provide you with excellent high-speed cable Internet service. We appreciate your patience and your business.
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