[IP] Lame service notice from AT&T CallVantage
Begin forwarded message:
From: Chris Metcalfe <metcalfe@xxxxxxxxx>
Date: March 5, 2006 8:23:22 PM EST
To: dave@xxxxxxxxxx
Subject: Lame service notice from AT&T CallVantage
Reply-To: metcalfe@xxxxxxxxx
Hi Dave,
I wanted to share with you all a very lame service notice from ATT
Callvantage (AT&T's VOIP service) where they basically say "don't
move for 'around 2 weeks' and if you do, use another method to reach
911". (see below).
My wife and I have been very happy with the ATT CallVantage service,
with the exception of their 911 feature. When we got married, my
wife moved her router from her house to mine, and used their web form
to update the address for 911 purposes.
According to AT&T the address update took, but according to the 911
dispatcher (who I placed a test "non-emergecy" call to) the address
was still listed as her old address.
Calls to AT&T caused the above paragraph to be repeated 3 times --
and on the third time a "senior escallation" engineer called me and
said that we had happened on a bug that had effected hundreds, though
not thousands of customers (especially if they, like us, have
multiple lines).
At one point AT&T even said that 911 service would be available on
line 1, but not line 2 -- even though both lines are served from the
same CPE/router.
I wonder if the below email was, in any way, triggered by our
customer service comlaints?
Chris
---------- Forwarded message ----------
From: AT&T CallVantage Service <
CustomerNotifications@xxxxxxxxxxxxxxxxxxxx>
Date: Mar 3, 2006 8:32 PM
Subject: Important notice for AT&T CallVantage service customers
To: undisclosed-recipients
This is a very important notice for AT&T CallVantage service
customers. We are conducting important system maintenance from March
3 , 2006 for a few weeks. During this temporary period, please do not
physically move your Telephone Adapter to another service location.
The registered 911 service address we have on file for you must
correspond to the physical location of your AT&T CallVantage service.
This is what enables us to accurately identify your emergency Public
Safety Answering Point and correctly route your calls.
If you physically move your Telephone Adapter to another service
location during this maintenance window, AT&T recommends that you use
alternative means to reach 911. If you need to dial 911 from your
AT&T CallVantage service plan, the first information you should
provide the emergency operator is your location, name and telephone
number as the emergency operator will NOT have this information
automatically.
Depending on where you have moved, you may reach a non-local
emergency dispatcher, such as the responder assigned to your prior
service location. This dispatcher may need to transfer your call to
the emergency responder assigned to your new geographic location. For
these reasons, we again recommend you use alternative means to call
911, or that you look up the 10 digit telephone number for the
emergency responder assigned to your new location.
If you physically move your Telephone Adapter to another service
location you will lose the ability to place outgoing calls other than
911 and toll free 800 numbers, and we may not be able to restore
service until after our system maintenance is completed.
We appreciate your cooperation with this request and apologize for
any inconvenience this may cause. Thank you.
AT&T CallVantage Service Team
Please do not reply via e-mail. This address is automated and
unattended, and messages sent to it will not be read.
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