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Customer Outreach and Education

Customer Outreach and Education. Options Available To Customers Who Are Disabled R.07-04-015 Phase 3 Workshop Dave Pojtinger AT&T California March 9, 2009. OVERVIEW.

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Customer Outreach and Education

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  1. Customer Outreach and Education Options Available To Customers Who Are Disabled R.07-04-015 Phase 3 Workshop Dave Pojtinger AT&T California March 9, 2009

  2. OVERVIEW • AT&T California has an established National Sales and Service Center for Disability and Aging staffed with service representatives specially trained to work via phone or TTY with customers with hearing, mobility, cognitive and/or speech disabilities. • Customers who self-identify as disabled are either automatically routed or transferred to this center. • AT&T is committed to the principles of Universal Design. Page 2

  3. AT&T provides information to customers at “point-of-sale” about the need for battery backup • Service representatives can communicate via TTY • Service representatives explain requirements for battery backup for Fiber to the Prem (“FTTP”) and U-verseSM Voice, just as in any AT&T business office • Service representatives also can explain battery replacement options Page 3

  4. Example of “point-of-sale” disclosure: • When a customer places an order for FTTP, service representatives explain: “Mr./Mrs. Customer, your telephone service functions on electrical power. If a power outage occurs, you won't be able to make or receive calls, including 911 calls, unless you have a properly functioning backup battery. AT&T provides a backup battery during initial installation of services at a premises. If you are not the first resident to order services at your premises, you should check the battery at service initiation and replace if necessary. You should also check your battery periodically on an ongoing basis. Replacements can be ordered by calling the 800 number on the power supply unit inside your home or garage. More information will be provided in your Order Confirmation Kit.” Page 4

  5. Example of confirmation letter disclosure: Your telephone service requires electrical power from your home to operate. If a power outage occurs, you will not be able to make or receive calls, including 911 calls, unless you have battery backup power for the Optical Network Terminal (ONT)--an equipment box typically installed on the outside of your home, where AT&T’s fiber network terminates. AT&T provides a power supply unit for the ONT, which is installed inside your home or garage. AT&T also provides an initial backup battery for the power supply unit to the first resident who orders services at a premises. (If a prior resident of your premises was the first resident to order services, you should check the battery at service initiation and replace if necessary). Replacement batteries can be purchased from the power supply vendor, whose toll-free number is noted on the power supply unit, or you can purchase an equivalent battery through other vendors. When contacting the vendor, choose the “battery replacement” option. You will need the model and serial numbers of the power supply unit, located on a decal behind the power plug found under the power supply unit cover. Unplug the power cord inside the unit to view the decal. The battery should be replaced when the status light on the far right of the power supply unit is red and/or an audible alarm sounds. You should check your battery periodically on an ongoing basis. To conserve battery power, you should not use Internet service during a power outage. Note: If you have a monitored home alarm that uses your telephone line, your home alarm will not function during a power outage without battery backup power for the ONT. Page 5

  6. AT&T works with customers to place the backup battery • For FTTP services, both “plain old telephone service” (“POTS”) and U-verse Voice, technicians discuss with the customer the best location for the battery required for the optical network terminal (“ONT”). The battery can be placed within 100 cable feet of the ONT. • For the residential gateway (“RG”) installed with U-verse Voice, the battery unit is installed next to the customer’s computer. Page 6

  7. Examples of disclosure at time of battery installation: “The following is important follow-up information from AT&T. Please retain this information for your records. “Required Optical Network Terminal Battery Backup Power. Your AT&T voice service requires electrical power from your home to operate. Electricity from your home powers the Optical Network Terminal (ONT), an equipment box typically installed on the outside of your home, where AT&T’s fiber network terminates and inside wiring for your home originates. AT&T provides a power supply unit for the ONT, which is installed inside your home or garage. AT&T also provides an initial backup battery for the power supply unit to the first resident who orders AT&T services at a premises. (If a prior resident of your premises was the first resident to order AT&T services, you are responsible for determining whether a replacement battery is needed and, if one is needed, for purchasing it).

  8. Examples of disclosure at installation: (Cont’d) “If a power outage occurs, you will not be able to make or receive calls, including 911 calls, unless you have battery backup power for the ONT. To conserve battery power, you should not use Internet service during a power outage. (If you have AT&T U-verse Voice service, there is an additional requirement for Residential Gateway battery backup power—see note below). “Optical Network Terminal Backup Battery Replacement. You will need to replace the backup battery when necessary. You may purchase replacements through APC, the vendor, by calling 1-800-800-4APC or 1-800-800-4272, which appears on the power supply label, or you may purchase replacements through another vendor. “When you contact APC, please choose the “Battery Replacement” option so that validation of your warranty can be completed. You will be asked for the Model number and Serial number of the power supply unit. This information is located on a decal behind the power plug found under the power supply unit cover. You will need to unplug the power cord inside the unit to view this decal.

  9. Examples of disclosure at installation:(Cont’d) “How to tell when to replace your battery “There are three status lights on the front-right of the power supply unit. The status light on the far right will be red if the battery is either not connected or needs to be replaced. “If you also have an audible alarm, the alarm will sound and then chirp once every five minutes if the battery needs to be replaced. (When the power supply begins using battery power, it will also sound an alarm, then chirp four times and remain silent. While running on battery power, if the battery begins to run low, the alarm will sound and then chirp four times every five minutes).

  10. AT&T will install batteries at no charge for customers who are disabled • Customers supported by AT&T’s National Sales and Service Center for Disability and Aging can request assistance with installation of a replacement battery. • There will be no charge for the site visit to install the battery. Page 10

  11. AT&T is committed to the principles of Universal Design • Universal Design is critical to millions of Americans who depend on telecommunications accessibility for employment, education, social interaction, recreation, and other life activities. Access to telecommunications allows persons with disabilities greater participation in society. • AT&T supports Universal Design to make new telecommunications products and services accessible to and usable by individuals with disabilities, consistent with section 255 of the Telecommunications Act of 1996 and the Americans with Disabilities Act of 1990. • For more information, see: http://www.att.com/gen/general?pid=10191 Page 11

  12. In conclusion -- • AT&T has an established National Sales and Service Center for Disability and Aging dedicating to supporting the needs of its customers who have disabilities. • Information about the need for backup power is provided to customers at the “point-of-sale,” in a confirmation letter, and at the “point-of-installation.” • Assistance is available to customers who have disabilities at no charge, should they need help installing replacement batteries. • AT&T is committed to the principles of Universal Design. Page 12

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