Where can I find the current listing of channels included in each package?

• go to: http://Uverse1.att.com and scroll down until you see the the "View Channel Lineup" in the lower right corner
• select a city from the dropdown box and click go - You will need the Acrobat Reader installed on your computer to view the PDF file returned

What can I tell prospects who worry that they aren't "technically smart" enough for the service, or it all sounds too complicated?

Once they've made a decision to purchase the U-verse service you can assure propsects that they have several ways to get all the technical and customer service support they need. They can:

• call technical support at: 1-800-650-0898
• call customer support at: 1-888-320-2167
• go to channel 411 on their TV set
• go to http://Uverse1.att.com and click on the support tab in the upper left corner for many demos and tutorials as well as FAQs and email support
• go to http://helpme.att.net/index.php for high speed Internet help

What can I tell a prospect who says that he has a complicated home network set-up, or may require more than just "plain" technical support?

AT&T offers additional, advanced technical support for customers through a fee based support option they call Support+. Customers can call a team of computer technicians that are skilled in both Windows and Mac operating systems, networking, complicated virus or spyware removal and much more.

• Refer customers to Support+ website or call 1-866-294-3464 to get details on pricing and more. 

Where should I send prospects with questions about AT&T products or services I can't answer?

• put the future link for the Customer Contact Telephone List in KMS here

Where and how do I get in to EORS?

There are two ways to login in to EORS (the AT&T equivalent to KMS):

1. From inside Clarify, click the Interaction Toolbox> EORS link and login with your NGate User ID
2. From Internet Explorer "Favorites"click the AT&T Uverse>SBC agent...>CCC EORS>loging with your NGate User ID

Where can I find detailed information on the current promotions?

Answer needed

Where do I go to keep up with changes in Uverse features?

Answer needed

Where should I send a prospect who wants more information or something "sent in the mail"?

Unfortunately I am unable to mail printed information, but you can find all the details about the Uverse products and services at this web address: http://www.uverse1.att.com

Can I combine my Uverse and Telephone bills?

Unfortunately, we're unable to do that at this time and haven't been told if or when that option will be available. However, if you decide to become a Uverse customer today, I can make sure you get on the email list that will keep you up to date with all the changes and additions to the Uverse program.

If I use autopay, when will my bank account be debited?

Answer needed

Can I use a debit card tied to a bank account to secure my account?

No. At this time, you can only use a credit card that is not tied to any bank account to secure a conventionally billed account. However, you can use a pinless debit card (one with a Visa or Mastercard logo on it) to pay your monthly recurring charges under an autopay account.

Can I use a debit card tied to a bank account for my monthly autopay?

Yes. While a credit card is needed to secure a Uverse account, you can use a pinless debit card (one with a Visa or Mastercard logo on it) to actually pay for your recurring monthly charges.

What day is autopay debited from my account? What day is a conventional bill closed? Can I choose what day I get billed for my service?

Answer needed

What will my first bill look like?

Your first month's bill will include a full month of services plus a prorated amount from the date of install to the bill date.

Assume that:
Your service started on 5/1
Your billing date is 5/10

You would be billed from 5/2 through 5/9. You would also be billed for a month in advance from 5/10 through 6/9.

• If a current promotion includes "free months" of something, your first bill will include a prorated month of the service at its regular price, then the first (or however many months the promotion includes) full month of the service would appear as a zero charge on your bill. (Verification needed)

How and when do I pay for installation?

Your non-recurring installation charge can be paid in one lump sum on your first bill or in installments spread over your first three bills. You do not need to pay the technician at the time the service and equipment is installed.

What should I do if a prospect doesn't know the answer to their authentication question?

Answer needed

I have a question about my current AT&T bill. Can you help me with that?

No, and undfortunately, I'm unable to transfer you to the right department. But you can reach the right people to help you with that at: 1-800-ATT-2020. There's someone there 24 hours a day, seven days a week.

What AT&T records do you have access to?

Answer needed

Why do you need my social security number?

Your social security number gives us the fastest and most reliable way of determining whether you qualify for the AT&T Uverse program today. However, I can still attempt to determine this using your date of birth and driver's license information instead.

Why do you have to do a credit check if I already have AT&T services?

Answer needed

What is the 60 day money back guarantee and how does it work?

Answer needed - we need a policy type statement on how agents should handle this

This is from the fine print on the AT&T public Uverse site:
Money-Back Guarantee Offer: Offer for customers ordering TV or TV and Internet who cancel all AT&T U-verse services within 60 days from service activation. Money-Back Guarantee includes adjustment of initial installation and up to two month's service charges only. Customer is responsible for Video on Demand, Pay Per View, and non-returned equipment charges.

How is the guarantee different from any "free months" promotion?

Answer needed - promotions come and go, but the guarantee is a rebuttal point for objections. I suggest we carefully craft what an agent can and cannot say around these points.

There appears to be a sort of "Catch 22" in the fine print statement on the public AT&T U-verse site between the guarantee and the current 2 months free promotion of the specialty channels. In the fine print for those channels it says:"No credits for cancellations prior to two months of service (HBO & Cinemax)and prior to 60 days of service (Paquete Espanol)."

Is there an early termination fee or other charges to cancel the service?

There is no contract that needs to be signed with U-verse. However, if you choose to disconnect the service, the equipment provided must be returned. If not, there is a fee of $150 for the residential gateway (Is there any charge for any standard receivers or remotes that don't get returned? Also, according to EORS, there "may" be a charge if a unit is deemed "damaged" by the customer. What is it and what triggers it?)

Will I be charged an early termination fee if I upgrade from my AT&T DSL internet service?

No. You will not be charged an early termination fee. Also, I will order that service disconnected on the same day your Uverse service is installed so that there's no interruption in your Internet access.

Will I be charged an Early Termination Fee when I disconnect my AT&T DISH or third party cable service?

Can you transfer my AT&T DISH Network service to U-verse for me and will there be a cost to do that?

Unfortunately I'm unable to handle that transfer of that service for you at this time. You will need to contact the customer service area for DISH Network support at: 866-722-7500 to disconnect your service and find out if there would be any fees associated with that disconnection.

If I decide not to keep U-verse service, what do I have to do to cancel it?

You should contact AT&T at the number listed on your monthly Uverse bill (not sure?) for full instructions on what you, and AT&T will do to disconnect your Uverse service and equipment.

If I decide not to keep U-verse service, where and how do I return the equipment?

When you call AT&T to disconnect your U-verse service, AT&T will create and ship a  return kit to you.  It will include instructions on how to return your equipment. You will need to pack and ship your residential gateway (RG) and standard receivers back to AT&T. (What about remote controls?)

Once AT&T receives them, they will be checked in and inspected for damage. If returned and it is determined the RG was intentionally or negligently damaged, charges may apply. You may also hand equipment to an AT&T technician though AT&T will not send a truck out specifically to pick up your equipment.  (Can equipment also be returned to a location provided by the AT&T customer service agent at the time they call to disconnect your service?)

How long will the installation take and why?

You should plan for your total Uverse installation to take between 4 and 8 hours. This includes all the time the technician will need to spend at the neighborhood connection box and outside your home as well as inside. In addition to allowing plenty of time to ensure that your installation is completed correctly and that everything works to your expectations, your technician will also spend part of that time walking you through how to use your equipment and service.

Do I need to be there for the whole time of the installation?

Someone over age 18 with the authority to make decisions on your behalf must be present during the installation of your equipment and services. During the installation, you may need to help make important decisions about how your system is set up (like where your residential gateway will be connected). Your technician will also take time to explain the operation of your equipment and service to you as part of this installation visit.

What do I need to do to be ready for installation day?

There are two things you must do to ensure your U-verse installation goes smoothly. 
First, if you have AT&T DSL service, our agent took care of cancelling that service for you (effective the same day your U-verse installation is scheduled).  However, if you have other video or Internet services, you must arrange for their disconnection prior to U-verse being installed.  You cannot have both U-verse and cable service, for example, and you certainly don’t want to pay for the other service beyond the day your U-verse service is connected.

Secondly, the technician will not be able to move any furniture for you, but will need free and ready access to the backs of TVs, PCs, and wall outlets (i.e., coax). If customer has a large entertainment center, desk, etc. it must be pulled out prior to your installation.

Will the technician set up my home wireless network, or do I have to have all that set up ahead of time?

If you have the wireless adapters needed for this type of network, the technician will be able to include up to four computers for Uverse service. If you do not have those wireless adapters already they can be obtained online at: (?? EORS just says "the website." Anyone know which site that would be?)

• Note for agents only! The technician is also has a limited authorization to provide wireless adapters and set this up for free if he/she determines during installation that this will be a faster/better way to solve the customer's connection issues. Do NOT mention this to customers. (Verbiage to the point that the technician can help you determine what is needed and how to get it might be appropriate and helpful to close a sale with someone who doesn't feel they know enough to take this on themselves....or not?)

What is the difference between DSL and this new service?

AT&T Yahoo! High Speed Internet Access U-verse Enabled is delivered differently through our fiber optic network than your current DSL service. AT&T Yahoo! High Speed Internet provides faster upload speeds of up to 1 Mbps compared with DSL at up to 384 or 768Mbps, wireless home networking is included with no additional modem purchase, and you will receive our AT&T Wi-Fi service.

How is U-verse different than cable?

AT&T U-verse TV offers a totally different viewing experience than you're used to with broadcast TV and cable services. With broadcast, everything available is sent to you and you have to hunt down what you want and hope you don't miss something. Uverse can be programmed by you so that you see what you want, where you want and how you want it. Better use of the deliver channel allows AT&T Uvers to deliver that programming with a crystal-clear picture with sharp, all-digital channels, fast channel changing, Specialty packages (HBO, Sports Package, Spanish Package). You even get picture-in-picture browsing through the interactive AT&T U-verse TV channel guide.

Do I need a cable outlet in every room?  Do I need a phone outlet in every room?

How many computers will the technician set up?

Up to four computers, provided you have ethernet card or wireless adapters needed..

If the service is not using cable or a satellite how does it come to my house?

AT&T U-verse is brought to you via fiber-optic cables and/or over your existing phone line. Because the new infrastructure is implemented outside of your home, no new wiring is required inside.

My television is old. Can I use it with the Uverse service ?

Yes, you can use an analog television with AT&T U-verse TV. It can be connected via "coax" instead of s-video or component. You may also notice that your picture quality overall is improved because of the Uverse delivery system, but it will be limited by what your television can produce.

What operating systems (i.e., Windows XP, Macintosh OS X) can work with the U-verse service and the residential gateway hardware?

Can I keep the router/hub/switch setup I currently have for my wired computer network and simply hook it in to the residential gateway?

What is this "residential gateway" and what does it do?

You will receive an AT&T Residential Gateway (RG) which gives you the convenience of sharing your high-speed Internet access with all.  The Gateway is like a modem or a router and has a "wireless" feature within it that allows you to connect your computers to the gateway and through it, to the Internet.

Any computers connected to the gateway must also have either a preinstalled Ethernet card or adapter to allow wireless networking. Wireless adapters can be purchased online at:

• http://store.att.com/Catalog/ProductCategories.asp?CategoryID=catUAddon
  

Where will the main residential gateway be installed within my home?

What is a DVR and what do I need to know about it?

A DVR (Digital Video Recorder) allows you to digitally record, store, and playback your favorite programs. The DVR will manage the (up to four) streams of video coming into your home. With it you can record up to 4 shows simultaneously and up to 120 hours of standard programs or 24 hours of high definition programs total. You can also use it to pause, rewind and replay parts of a live TV program.

Most U-verse packages come with a DVR, but you can add one to the U100 package. At this time you can only have one DVR included in your U-verse service.

How many remote controls will I get with my service and what do they control?

You will receive one remote control for the DVR and each standard receiver in your order. Unlike some cable companies, AT&T U-verse doesn't include a monthly charge for remote controls and you can replace any that get lost at the AT&T Equipment store online at:

• http://store.att.com/Catalog/ProductCategories.asp?CategoryID=catUAddon

How should I care for the residential gateway, receivers and remotes and what are their normal operating ranges?

The residential gateway should not be installed in an area where it would be in direct sunlight. You also should not stack heavy weight on it or allow liquids near or around it. The RG has air holes on each side to allow maximum heat dissipation so it’s very important that you leave a little space around it so it can “breathe.” The same is true for each of the standard receivers you receive.

Every home and situation is unique. As a general guideline, you can operate wireless computers at a range of 150 feet away from the residential gateway successfully. Some home configurations will allow you to extend that range up to 300 feet outdoors, while interference from walls, other devices and so on, limit the effective range in other homes. This is a good thing to discuss with your technician during your installation.

The remote controls operate optically. There should be nothing blocking the path of the remote since you must point it directly at the device you are trying to control for it to work properly. It has a range of approximately 20 feet. You will need to replace the standard batteries in the remote control periodically.

If I decide not to keep U-verse service, where and how do I return the equipment?

Can I pay my bills and manage my account online?

Yes. Go to: http://Uverse1.att.com and click on the support tab at the top left of the page. Then click on any of the "My Uverse Account" links on the page to register for online account management.

Can I choose my own online username and password, or will I need to use my account number?

Your AT&T Yahoo! ID will be your AT&T Yahoo! email address; for example, Mary Smith@att.net. But you can and should choose your own password. You'll find suggested guidelines and instructions at httP://Uverse.att.com/support.