U-Verse Voice Port Out of U-verse to Telco

This document assists U-verse Care agents in handling calls from the U-verse Field Operations (UFO) techs when:

• The tech has incorrectly ported a number to Consumer Voice over IP (CVoIP) that needs to go back to its original state or 
• The customer wants to port back to a Plain Old Telephone Service (POTS) line

Contact the Winback Sales Team for order negotiation. In turn, the Winback Back Office Team (WBOT) contacts the Sales Back Office (SBO)/CVoIP Team, once the order has been negotiated. Refer to Contact Numbers and Transfer Codes - Tier 2.

If a current CVoIP customer calls and requests that their line be ported back to the telco, they should be warm-transferred to the U-verse/Winback group for initial handling. The Winback Back Office will complete the Legacy order and engage SBO to key the port-out of U-verse order. All three roles are outlined below. These procedures must be followed in exact order.

Change/Cease Order Porting Line to AT&T Telco

Winback Sales Office

If the number is portable, continue to use the Winback process, business as usual (BAU), including Third Party Verification (TPV). Refer to the Contact Numbers and Transfer Codes - Tier 2.

Winback Back Office Procedures

When the order is received in the Winback Back Office, the carrier for the Telephone Number (TN) is looked up BAU. 

1. Refer to the Online Handbook for U-verse port-out specific procedures. 
   • The Carrier 516c (AT&T U-verse) will not require a Local Service Request (LSR). They can dogleg and distribute the order.
2. Call the customer back and confirm the due date. Remind the customer that this order requires a technician visit.
3. Call the SBO to input the U-verse Voice port-out disconnect order.

SBO Back Office Procedures

1. Input the U-verse Voice port-out Disconnect order or Cease order as appropriate.
2. Create a flash on the account to ensure the telco and U-verse due dates are in sync.
   • Flash example: For customer porting U-Verse Voice TN to telco, do not change due date or do not cancel order without calling the Winback Back Office.

U-verse Battery Recycling or Disposal

AT&T does not provide U-verse battery recycling or disposal. Backup batteries are customer-owned equipment and should not be returned to AT&T. 

Representative Responsibilities

Ask customers requesting U-verse battery recycling or disposal options to check the battery for the manufacturer name.

Direct customers to the battery manufacturer for more information regarding the appropriate recycling and disposition of the residential gateway backup battery.

Manufacturer	Phone	Web Site
Belkin	866-539-5791	www.belkin.com/gatewaybattery
GS Battery (USA) Inc	800-472-2879	www.gsbattery.com/webstore
EnerSys	866-327-5755	www.fibersafebattery.com

Note: Customers may also be directed to www.att.com/newbattery for complete U-verse battery information.

AT&T 3G MicroCell - U-verse Care

AT&T 3G MicroCell is a small cellular base station designed for use in residential or small business environments. It connects to the service provider's network via broadband, such as a digital subscriber line (DSL) or cable. The AT&T 3G MicroCell allows service providers to extend service coverage indoors, especially where access is otherwise limited or unavailable.

An AT&T 3G MicroCell home-base station connects to the subscriber's broadband modem, allowing customers to use their standard 3G handset to complete voice calls and data sessions as IP.

Objectives

• Improve coverage and optimize data rates while delivering full AT&T Mobility feature parity
• Enable AT&T to maintain the consumer voice relationship and some of the related revenue
• Enable special in-home pricing allowing AT&T to effectively compete with recent service introductions from T-Mobile and Sprint
• Optimize the potential to defer investment in RAN capacity by offloading voice/data traffic
• Reduce the cost of delivering mobility calls in the home

Key Points

• The AT&T 3G MicroCell's home-based station plugs into the Internet and radiates the device to improve coverage (approximately 5000 sq feet).
• The cash and carry model requires the customer to have AT&T Mobility service, not U-verse.
• Mobility handles the registration process (account management login with serial number provided on a sticker in the kit with the purchased CPE).
• The user guide includes a step-by-step and the number to call directly into the Mobility Care Center for support.

U-verse Care Scope of Support

U-verse Care agents are responsible for troubleshooting U-verse services (high-speed Internet access, Internet Protocol Television (IPTV), or U-verse Voice) BAU in accordance with existing U-verse Care M&Ps, processes, and tools.

The AT&T 3G MicroCell device is intended for use by AT&T customers only. U-verse Care agents and/or Mobility Care agents are not responsible for providing support for non-AT&T customers. Non-AT&T customers do not receive assistance with connecting their device to the AT&T 3G MicroCell device.

[AT&T 3G MicroCell - Screenshot]

U-verse Care agents are not responsible for troubleshooting the AT&T 3G MicroCell product. However, check the Simplified Customer Account Navigation and Resolution (SCANR) and ask probing questions first. If the customer is experiencing pixelation or freezing, follow these steps:

• If the customer has an AT&T 3G MicroCell installed, have the customer disconnect the AT&T 3G MicroCell device by:
  • Locating the Ethernet cable on the AT&T 3G MicroCell device
  • Disconnecting the other end going into the remote gateway
• Once the AT&T 3G MicroCell device is disconnected from the U-verse configuration, ask the customer if the problems still occur now that the MicroCell device is disconnected.
  • If the U-verse problems have been resolved, warm transfer the customer to Mobility, as the root of the problem is with the AT&T 3G MicroCell device.
  • If the problems still occur with the AT&T 3G MicroCell device disconnected, troubleshoot U-verse BAU according to the symptoms described by the customer.
• If you determine that the customer has an AT&T 3G MicroCell issue, give them the AT&T Mobility MicroCell support number of 800-331-0500. Then warm transfer the customer back to AT&T Mobility Care.

AT&T Accessory Catalog Guide

Find what you are looking for faster and easier with the AT&T Accessory Catalog Guide. 

AT&T currently offers over 500 different accessories for our handsets. The AT&T Accessory Catalog Guide eliminates guesswork by showing all the different accessories that are available by handset and the desired accessory category.

With this guide, you have one-click access to product overviews, including images, prices, and SKUs, as well as identifiers for new accessories and those that are available through Direct Fulfillment (DF) only.

Accessory categories are as follows:

• Bluetooth
• Case
• Hands-free
• Memory
• Other special options
• Power
• Screen protection

Every accessory sells through the DF process, whether it is in-store or DF only.

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Update Action Required

Due to the file size, download and save the Accessory Catalog Guide to the desktop of each closing station in your store. This makes it easier to load and view with customers.

AT&T updates the catalog twice a month in accordance with prescriptive change-outs and launches of new handsets and accessories.

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Devices Added

• iPhone 5c
• iPhone 5s
• LG G2
• Nokia Lumia 925

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Device Accessories

Apple-Branded Cases

iPhone 5c

• Blue Shell Case (SKU: 42878)
• Pink Shell Case (SKU: 42879)
• Green Shell Case (SKU: 42880)
• Yellow Shell Case (SKU: 42881)
• White Shell Case (SKU: 42882)
• Black Shell Case (SKU: 42883)

iPhone 5s

Red Shell Case (SKU: 42885)

iPhone 5c

• Ballistic Blue Glitter Jewel Case (SKU: 42851)
• iFrogz Rainbow Stripe Case (SKU: 42861)
• Incipio White/Aqua Blue DualPro Gel Shell Case (SKU: 42856)
• OtterBox Defender Series Blaze Pink/Aqua Blue Case and Holster (SKU: 42849)
• Sonix Kaleidoscope Multi-color Case (SKU: 42860)
• Speck Blue/Pink CandyShell (SKU: 42841)

iPhone 5s

• Case-mate Clear Naked Tough Case (SKU: 42873)
• OtterBox Defender Series Raspberry Pink/Powder Blue Case Holster (SKU: 42868)
• Speck Pink/Purple CandyShell Plus Faceplate (SKU: 4606B)

LG G2

• Body Glove Silver Icon Hybrid 2 Gel/Shell pack (SKU: 4312B)
• Case-mate Basic Screen Protector (SKU: 4317B)

Nokia Lumia 925

Incipio 

• Aqua Blue Feather Shell Case (SKU: 4496B)
• Black Wallet Folio, 2-in-1 Case (SKU: 4486B)

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How it Works

1. Locate the device.
2. Select the Accessory Category/Icon desired.
3. All Accessory Options display for the selected category, including DF-only items.

You can return to the menu at any time by clicking Section Listing at the top of each page.

Alarm Systems and 3800 RG ATA Voltage Issue

Certain older monitored-alarm systems need 48 volts to function properly. The previous 2Wire 3800 firmware (.47) was providing 48 volts and would work properly with these older panels. 

The Molokai update brings the on-hook voltage down to 36 volts to conserve power. Some older alarms monitor the phone line for 48 volts direct current (VDC) and report a failure if they do not see the correct voltage.

Complete the following steps when a call is received from a premises technician stating they need the voltage changed in the RG:

1. Verify premises tech is calling regarding the 3800 RG.
2. Escalate to SOS UARC and request to open an AOTS ticket to change the alarm voltage in the RG.
3. Place the following flash note on the account and give it an expiration date of four days in the future:
   Note: Do not reboot/factory reset the RG. There are settings that have been changed in the RG that will be erased if rebooted/factory reset. This will result in a callback from the customer and a R-10. If a reboot/factory reset is absolutely necessary, escalate to SOS UARC requesting an AOTS ticket be opened to change the alarm voltage in the RG.

Removal of 10.x LAN IP Allocation Option from U-verse CPE

This article provides agents with additional information regarding the removal of the 10.x LAN IP allocation option from U-verse CPE.

Due to a network enhancement and associated firmware upgrades, the private 10.x block is no longer available for use by customers. 

Notification of the upgrade began April 27, 2012. The upgrade was processed on July 5, 2012. 

• U-verse equipment uses the 192.168.1.x private IP addressing scheme on the LAN side of the connection by default. 
• Some customers may change the default setting to another IP addressing scheme such as 172.x or 10.x. Customers can still customize the private LAN addressing scheme, but cannot use 10.x as one of their options. 
• Customers who currently have their CPE configured to use the 10.x block were notified that they need to change their internal LAN Dynamic Host Configuration Protocol (DHCP) range. Customers may call Consumer Care requesting assistance in completing this task.

Customer Experience

Customers using 10.x:

• To avoid disruption in service, customers with existing 10.x were expected to change to another private LAN IP block before June 6, 2012.
• Have a flash placed on their account in Clarify CRM identifying them as using 10.x.
• May believe the CPE is defective, since they were able to use 10.x previously and now 10.x is not permitted.

Notification examples:

• [Example of Consumer Notification - Screenshot]
• [Example of Small Business Notification - Screenshot]

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Agent Process

1. Apologize to the customer for the inconvenience.
2. Refer customers to the e-mail or letter they received. 
   • The letter provides a special number for free assistance in helping to reconfigure the RG.
   • Do not share the special number with customers who did not receive the letter/e-mail.

Notes:

• Do not assist with the reconfiguration of the RG or the customer's LAN removal from 10.x. Follow the Out of Scope path from within WFE and refer the customer to the information in the e-mail/letter. 
• Do not attempt to sell or refer the customer to the ConnecTech/Tech 360 number that WFE provides. They should use the number in the e-mail/letter they received instead.
• Provide the number referenced in the e-mail/letter or provide Web site att.com/lansettings for additional information.

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Reactive Statements/FAQs

AT&T delivered a technology upgrade to customers’ U-verse gateway equipment. As a result, a small percentage of customers must reset their network settings. 

Why did we make this change?

This upgrade is necessary to continue delivering quality service and features to our expanding base of U-verse Internet customers. It features several benefits, including a fix to a Wi-Fi wireless connection issue.

How many customers does this affect?

Our records indicate that a fraction of a percent of our customers have configured their Gateway IP settings in the 10.X range, which is no longer supported after the upgrade.

Will this affect other equipment customers have connected to their U-verse gateway?Some customers, depending on their current settings, may have to manually reset the IP configurations on devices they have connected through their Gateway. U-verse TV customers with DVR service may be unable to access previously recorded programming after the upgrade takes place or after they change their settings. 

What are we doing to support these customers?Instructions are available through our self-service Web site at http://att.com/lansettings. If customers need additional support, they will receive live technical support at no cost by calling:

• AT&T ConnecTech at 855-210-3637 (for residential customers)
• AT&T Tech Support 360 at 866-657-2041 (for small business customers)

Does this mean customers have to change their network settings on the AT&T router and the devices connected to it?Devices connected to AT&T’s router may not need to be re-configured if those devices automatically obtain their IP addresses, as in the case of devices utilizing DHCP.

Is there an alternative option if the customer does not want to change the settings on their connected devices?Customers may use their own router between AT&T’s router and the rest of their network (devices on their LAN). If assistance is needed with a non-AT&T device, we recommend contacting that router’s manufacturer.

Does this upgrade mean we are deploying carrier-grade NAT to customers?While we are managing use of IPv4 addresses closely, this upgrade is not a carrier-grade NAT deployment. We have not deployed carrier-grade NAT to our customers.

Motorola NVG589 Residential Gateway Battery Installation

The optional backup battery is located in the compartment on the bottom of the Motorola NVG589 Residential Gateway (RG). Installing the battery door requires some care. 

• The battery used in this device may present a risk of fire or chemical burn if mistreated. 
• Do not disassemble, heat above the manufacturer's maximum temperature limit, or incinerate. 
• Replace the battery with a Motorola P/N 586185-001-00 battery only. Use of another battery may present a risk of fire or explosion. 
• Dispose of used battery promptly. Keep away from children. 
• Do not disassemble and do not dispose of in fire.

Battery Installation 

1. Verify the tab location on the bottom of the battery. [Battery - Screenshot]
2. Insert the battery into the compartment on the bottom of the unit, as shown, and press into place so the battery contacts seat securely in the unit. [Battery Compartment - Screenshot]
3. Attach the compartment door.