FYI: AT&T Worldnet Customer Migration

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FYI Emergency System Outage/Maintenance Communication Bulletin Update
FYI: AT&T Worldnet Customer Migration
Date: March 25, 2010
Purpose: To provide agents additional information for call handling in reference to the Worldnet
Customer Migration.
Effective Date: Immediately
Who: Tier 1
Contact: For additional information, please contact Susan Billingslea at sb7021@att.com.
Details:
In order for AT&T to better converge our Internet products and to create a more consistent
customer experience, Worldnet customers are be migrating to AT&T Dial, High Speed Internet
and stand-alone email services.
• The AT&T Worldnet Service started migrating accounts in February 2010 and the
Worldnet services will be discontinued in April 2010. Account suspensions will start on
April 5th and continue through April 15th, at which point all Worldnet accounts will be
suspended.
• All Worldnet customers were notified about the service migrations and received detailed
instructions on how to migrate their service.
• Customers should migrate their account online following the instructions provided in
their email notification. However, if the customer needs assistance, they may call the Care
center.
Related Processes:
• Pre-migration customer calls for assistance should be handled as misdirects per the
Process Flows and referred to Worldnet Customer Care at 800-400-1447 for support.
(Hours of operation are 8AM – 12Midnight Sun-Sat.)
Note: In instances where customers need to talk with a Worldnet agent, they may
experience long hold times with Worldnet Customer Care due to the high volume of
customer calls. Agents should advise the customer and set that expectation.
• Worldnet migration customers should not be referred to AT&T Mobility for assistance.