ATT Broadband Internet Service - trouble with transition from mediaone

# 28 for February 21, 2002

Complaints.com received the following e-message on February 20, 2002:

From: James Jarrett [Email User]

ATT Broadband Internet Service - trouble with transition from mediaone

AT&T has contacted me through multiple channels in the last three weeks to transition over to the AT attbi.com domain from my previous AT mediaone.net domain. I followed all their instructions and had no luck connecting to my new e-mail accounts. I first tried their online chat support, and the rep. was unable to help me and told me the SMTP server was down (which shouldn't have mattered as I was trying to connect to the POP3 server). I waited a few days and tried again. No luck connecting, although this time it failed from an invalid password/login id problem. So I went to their web site to figure out what was going on. There, it said if I was having problems I should reset the password in member services. I tried. It then told me it didn't know that I was a customer after I had given my account number, account name, last name, and phone number. I called their customer support line. The phone menu system didn't take any of my entries. I finally talked to a human being and he said that I had not yet been transitioned over to the AT attbi.com domain and that there were delays. All he said was "sorry." So, I've got 3 weeks to transition, and they aren't ready for me. Just last year I dropped AT&T Broadband cable and went to DirectTV because of support problems for a total of 18 months. I wish I had another broadband option for my Internet service. Sincerely,

James H. Jarrett

Bay Village, OH