AT&T Wireless has confirmed what its customers have been saying: its customer-service software had massive problems in recent months. The company made the admission as it officially put itself up for sale.
Executives said installation of a new software system was bungled, causing the company to sign up only 128,000 new subscribers in the last quarter of 2003, several hundred thousand fewer than expected. It cost $100 million to correct the problem.
The process of signing a new customer or making changes to an existing account, which normally takes a few days at most, wound up taking three weeks or more in some cases, chief executive John D. Zeglis said.
To make matters worse, the foul-up occurred just as new federal rules allowing customers to take their numbers with them when they change carriers went into effect.
During the first weeks of "number portability," AT&T Wireless lost more customers than it gained, Zeglis said. Many customers who tried to switch to AT&T Wireless gave up and went to other carriers. Even customers trying to switch away from AT&T, like Anthony of Austin, had problems.
Cingular and other companies are pursuing a takeover of AT&T Wireless, which was spun off from AT&T in 2001.
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23.01.2004
AT&T Wireless Blames Software Glitch for Losses
AT&T Wireless has confirmed what its customers have been saying: its customer-service software had massive problems in recent months. The company made the admission as it officially put itself up for sale.Executives said installation of a new software system was... |
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12.08.2005
Computer Glitch Exposes Verizon Wireless Account Data
A programming error in Verizon Wireless` online billing system may have exposed millions of consumer records, the company said. The glitch has now been fixed and Verizon said it does not know of any subscriber accounts that were compromised. Data Theft•... |
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Verizon Wireless Opens Network to All Devices, Software
Verizon Wireless• Rates• Coverage• Contracts• "Perpetual" Contracts• Billing Disputes• Other Verizon Services---News• Verizon Wireless Opens Network to All Devices, Software• Verizon Agrees to Stop `Unlimited`... |
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10.12.2003
AT&T Wireless Leads In Number Portability Problems
The transition to portable cell phone numbers is working about as well as ... well, your average cell phone. Industrywide, about half of all number transfers have gone awry. AT&T Wireless leads the pack with a 60 percent error rate -- and is also reported to be... |
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14.01.2003
Cingular, AT&T Wireless In Merger Talks
If you were thinking of switching from Cingular to AT&T Wireless, or vice versa, you might want to wait a week or two. The companies are holding merger talks, The Wall Street Journal reported. Cingular/AT&T• Deal Approved• Consumers Will Pay Big,... |
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