HSI / DSL Broadband Data Usage Policy

Broadband usage, also commonly referred to as bandwidth, is the term used to describe the amount of data customers upload/download via the Internet. 

AT&T has experienced a dramatic increase in the amount of data that is sent and received over its wired broadband networks. 

Lopsided usage patterns can cause congestion at certain points in the network, which can slow Internet speeds and interfere with other customers' access to, and use of, the network. 

The goal of the AT&T BBU policy is to provide quality Internet service to all residential customers and ensure that no customer's service is impacted by the small percentage of unusually high bandwidth users (less than 2% of customers). 

BBU is about ensuring a positive customer experience for all customers. 

BBU does not apply to U-verse Small Business customers (U-Biz/UBiz).

U-verse Business customers receive an e-mail confirmation letter when ordering U-verse services that states there is a 250G data cap. This is incorrect. Estimated date that the line will be removed from the customer's confirmation letter is 4Q in 2013. Advise U-verse Business customers that the information regarding the 250G data cap was printed in error and does not apply to them. There are no data limits for U-verse Business customers.

Monthly Data Plans (Thresholds)

Bandwidth usage is not determined by how much time customers spend on/connected to the Internet, but rather how much data the customer uses (sends/receives), measured in Gigabytes (GB).

The following monthly data plans were implemented May 2, 2011: 

AT&T residential DSL High Speed Internet (HSI) plans: 150GB per month. 
AT&T residential U-verse HSI plans: 250GB per month. 
AT&T small business U-verse HSI plans: Does not apply. 
The monthly data plan is the amount of data that can be sent and received per month. 
Bandwidth
150GB is far more data than most customers ever use in a month; our average DSL customer uses only about 18GB per month.

One GB is a unit of measurement for the amount of data that is transmitted over the Internet. 
Examples of file types that equal about one GB of data: 

500,000 single page text e-mails 
7,692 20-page text Word documents 
200 five-minute MP3 music files 



Customer Notifications
High DSL/HSI usage customers are sent e-mail notifications to the primary AT&T e-mail address, keeping them informed of their DSL/HSI broadband usage.

The first month the customer exceeds the data plan, a 100% notification is sent.  
In future months, when the customer's DSL/HSI usage reaches the following levels, additional notifications are sent: 

65% 
90% 
100% 
The goal of usage notifications is not to punish or encourage the customer to disconnect service; instead, the notifications are meant to: 

Provide information to help the customer understand data usage. 
Offer tips that can be used to effectively control usage. 
Provide a reminder of the monthly usage data plan. 
Explain available options if the data plan is exceeded in future billing periods.  
Sales associates can view a list of broadband usage notifications that have been sent to the customer using the appropriate regional system. The type of notification as well as the date the notification was sent are included: 

CRM (E, MW, SW, W): Access the Broadband Usage tab. 
CCTool (SE): Access the View BBU Notifications folder. 
The majority of DSL/HSI customers (approximately 98%) do not receive usage e-mail notifications.



Usage Overage Charges
DSL/HSI customers who exceed the monthly data usage data plan in three individual billing cycles (consecutive or non-consecutive) are billed a $10 overage charge for each additional 50GB of usage consumed starting with the third billing cycle and continuing with any future billing cycle that the monthly data plan is exceeded.

The $10 overage charge is a flat rate for each 50GB chunk of data used over the monthly allowance. 
The $10 overage charge is not prorated per GB used. 
The maximum usage overage charge that may be billed per billing cycle is $200. 
Usage Overage Billing
Usage overage charges, if/when billed, appear on the Internet Services section of the AT&T monthly billing statement.

Usage overage charges appear as a separate line item via the descriptor, Internet Usage. 
The following also appears under the usage overage charge: For usage details, visit http://MyUsage.att.com. 



Usage Support Web sites
AT&T has a Usage Support Web site: http://att.com/Internet-usage.

The usage support Web site contains FAQs, all related to BBU. 
A usage calculator is available, which estimates usage for different types of Internet activity. 
AT&T has a Broadband Usage Tool available to customers: www.MyUsage.att.com.

Customers have the ability to view their actual usage totals by month. 
The usage tool contains a maximum of 12 months of usage data. 
Customers may access their usage anytime, via the primary account holder's AT&T e-mail address 
AT&T has an Internal Broadband Usage Tool available to sales associates.

The customer's Broadband Usage data is available in the CSR Admin Tool, accessed via the AT&T Global Logon. 

After logging in, click DSL from the Search Menu. 
Search by the customer's Member ID (Primary AT&T e-mail address) or 10-digit working telephone number (WTN). 
Enter the desired search criteria and click Search. 
In the search results window, select the customer's Primary Member ID and click Continue. 
Use the Impersonate functionality to view the customer's Broadband Usage data; the customer must give permission prior to selecting this option (a warning message displays to confirm permission is required) 

Click Impersonate and ask for permission to access the customer's Broadband Usage data. 
When the customer gives permission, click OK at the warning message to continue. 
Under myAT&T (toward the top of the screen), mouse over/mouse hover over the word Internet 
Under My Internet Service, click Usage & Recent Activity to access the customer's Broadband Usage data. 

If usage data is available, a Usage Summary automatically displays, showing the customer's usage data for the current month/billing cycle; to access prior months' usage data, click View bill & usage reports. 
If there is no usage data available, a corresponding message displays. 
To end the current search and/or search for a different customer's usage data, click Return to CSR Admin Customer Search at the top of the page. 
Sales Associates are able to view customer usage data/totals in the format identical to the information displaying to the customer via the external usage tool.

Data displays in a simplified format via the use of bar graphs and other visual aids. 
For higher usage consumption customers on daily usage collection, current usage data is normally viewable within four days after the Internet usage occurs. 
For lower usage consumption customers on weekly usage collection, usage data may take up to one and a half weeks to be viewable. 
The BBU tool does not include usage information for U-verse or IP-DSL customers. 
Customers who need assistance protecting a wireless router/gateway to prevent unauthorized access may contact DSL Technical Support at 877-722-3755.



Representative Responsibilities
Be sensitive to a customer who calls regarding information on the BBU Policy.
Sales Associate

Encourage the customer to utilize the usage Web site for a true view of their monthly usage totals and other helpful information. 
If the customer requests to disconnect DSL/HSI service as a result of the BBU policy/billing, transfer the customer to the team that handles HSI/DSL retention, BAU. 
Retention Associate

Use existing processes and procedures to attempt to save the customer. 
If unable to save the DSL/HSI service, use regional systems to note the save attempt BAU. 
The cancel/disconnect reason code, Broadband Usage is available in all regions. 

13 States Region: CPSOS 
9 States, SE Region: Apollo 



Customers Under a Special Pricing Offer or Term Contract
Promotional materials/information supporting DSL/HSI contract/special pricing terms and conditions were updated to include language on the BBU policy.

Customers under a special pricing contract, or a term offer prior to June 12, 2011, are handled differently from those who enter a special pricing contract or term offer on or after June 12, 2011. 
When applicable, use the following ETF matrix for customers who wish to disconnect DSL/HSI service due to reasons related to the BBU policy. 
The ETF matrix is not applicable to customers who are not under a contract or special pricing offer. 
DSL/HSI Contract/Term Start Date Before June 12, 2011



Customer Type
Types of Offers
Subject to BBU Overage Charges
ETF Billed at Disconnect

DSL/HSI service purchased under one year price guarantee


Group O 
Promo codes 
No
Yes

DSL/HSI service purchased under contract (does not include price guarantee)


AT&T Mobility, two-year contract 
Free DSL/HSI CPE offer 
Yes
N/A; no ETF billed
DSL/HSI Contract/Term Start Date On/After June 12, 2011



Customer Type
Types of Offers
Subject to BBU Overage Charges
ETF Billed at Disconnect

DSL/HSI service purchased under one year price guarantee


Group O 
Promo codes 
Yes
Yes

DSL/HSI service purchased under contract (does not include price guarantee)


AT&T Mobility, two year contract 
Free DSL/HSI CPE offer 



Overage Billing, Adjustment Requests
If a customer requests an adjustment for Broadband Usage overage charges:

Explain the monthly usage threshold and overage charges. 
Confirm previous communications sent related to the BBU Policy: 

Terms of Service e-mail notification 
BBU courtesy notices 
BBU grace period notices 
BBU billing month notices 
If the customer persists on an adjustment due to not being informed/not receiving usage communications and there have been no BBU adjustments issued in the past, make a one-time adjustment for the total of only the usage overage charges in the appropriate regional billing system: 

CRM (MW, SW, W): Select the adjustment reason Retention/Save Our Sale 
CCTool/BVA (SE): In the Cause Code field, select Broadband Usage 
BOSS (E): Use the adjustment code DAK, journal account code (JAC) B02, enter U in the U/C/L field, and N in the Fraud field. 
Confirm the one-time adjustment with the customer and provide the www.MyUsage.att.com site to check current/future usage. 
Add notations to the appropriate billing system, BAU. 



Escalations 
Escalations related to BBU follow the normal escalation path, BAU.



FAQs 
I read AT&T imposes usage limits on DSL/HSI service. Is that right?
AT&T began sending notifications to customers on March 18, 2011, about updates to our Terms of Service. New terms were effective May 2, 2011. Additionally, we instituted a usage allowance of 150GB per month for our DSL/HSI customers. Less than two percent of our residential DSL/HSI customers are impacted by this usage allowance.
Will I be impacted?
Less than two percent of our residential DSL/HSI customers are impacted by the monthly usage allowance. If you are impacted, you hear from us directly numerous times before you exceed usage and before you incur any additional fees.
What is the usage allowance for DSL/HSI customers?
For residential DSL/HSI customers, the usage allowance is 150GB per month.
Will I be charged if I exceed 150GB per month as a DSL/HSI customer?
A customer only incurs charges after exceeding the 150GB monthly allowance three times. The overage charge is $10 for every 50GB over the monthly data plan.
What about U-verse HSI customers; do they have a usage allowance?
Yes. The allowance for residential U-verse HSI customers is 250GB per month. The same overage fee as for DSL/HSI customers applies.
Any impacted customer hears from us directly before any account changes are made; first, when the ability to measure their own usage is available and numerous times when they approach their usage allowance. Unless and until then, there is no impact.
U-verse Small Business customers are not subject to data caps.
How can I manage my usage so I do not go over the allowance?
We are using a notification structure similar to our Mobility data plans. We proactively notify customers when they exceed 65%, 90%, and 100% of the monthly usage allowance. In addition, we provide a historical usage report and multiple usage tools, such as a usage calculator and examples of the kind of activity that can impact usage, so customers can track and manage their own usage.
Why does AT&T have a Broadband data usage policy?
We are committed to providing a great experience for all of our Internet customers. Less than 2% of our Internet customers should be impacted by this approach. Studies show that just 2% of Internet users account for more than 20% of downstream bandwidth usage. A single high-traffic user can consume the same amount of bandwidth as 19 typical households. We communicate early and often with these customers so they are aware of their options before they incur any additional usage charges.
How much is 150GB/250GB?
You can do a lot with 150GB (DSL/HSI) or 250GB (U-verse). Here is an example of a combination of multiple Internet activities, all which fit into the monthly usage allowance:



Internet Activity
150GB
250GB

Send/receive a one page e-mail

10,000 e-mails
and

10,000 e-mails
and

Download/upload a medium resolution photo to a social media site such as Facebook

3,000 photos
and

4,000 photos
and

Download an MP3 song

2,000 songs
and

3,000 songs
and

Stream a one-minute YouTube video (standard quality)

5,000 views
and

5,000 views
and

Watch an hour-long TV show (high quality)

100 shows
and

200 shows
and

Stream a full-length movie (standard definition: SD; high definition: HD)
20 SD or 10 HD movies
25 SD or 13 HD movies
When using the usage Web site, are there situations/scenarios where usage data will not be displayed?
Yes, there are situations/scenarios where usage data is not displayed. In those scenarios, a corresponding message displays within the usage Web site:

Usage not tracked: 

The following account types are not monitored for usage at this time: 

IP-DSL 
U-verse 
Customers on a special/qualifying promotion 
Small Business 
AT&T DSL/HSI customers who have purchased an AT&T MicroCell device and have registered both via the Special Registration Web sie: www.att.com/internet-usage-MicroCell. 
A small group of customers who took part in a special FCC ISP performance trial 
The corresponding message displays: AT&T is not able to capture usage data on all of its customers due to technical limitations in some service areas. Customers whose usage is not available for viewing on this site will not be charged for exceeding their monthly usage allowance. To learn more about how to manage your usage, please visit www.att.com/internet-usage. 
Secondary account used: 

A secondary account cannot be used to view usage details; only the primary account may be used to do so. 
The corresponding message displays: We're sorry, but we're unable to display your Internet usage. You must access this tool using your primary AT&T DSL account. Please try again. 
Inactive accounts (suspended/disconnected:) 

An inactive or disconnected account cannot be used to view usage details. 
The corresponding message displays: Error, the telephone number entered does not exist. Please enter a valid working telephone number. 
Accounts on weekly usage collection: 

Accounts on weekly data collection display usage details when usage data becomes available and is updated to the usage Web site. 
This is normally applicable to low usage customers. 
The corresponding message displays: We're sorry, but we're unable to display your Internet usage at this time. Please try again later.