Wednesday, January 2, 2002
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Wednesday, January 2, 2002 |
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AT&T promises to fix glitches in Peachtree City By DAVE
HAMRICK
Despite complaints of lack of service from several customers, AT&T Broadband's upgrade of cable television service in Peachtree City was "one of our best ever," said Steve Rhoads, director of technical operations for the south region. But Rhoads promised to aggressively pursue the isolated problems. Several residents phoned The Citizen this week saying they have had no TV ever since the cable upgrade was turned on two weeks ago, and one caller described attempts to get problems fixed "a horror story." Rhoads said those problems are probably not related to the widespread outage that occurred immediately following the upgrade in several complete neighborhoods. That problem was repaired last week, he said. But following that outcome, more customers phoning the company's service line and setting up appointments for service have been told later that their problem is part of a wider "outage" and their service call has been cancelled. Rhoads said that was due to a communication problem between the upgrade construction managers and the service center. He promised to let the service center know that the problems in Peachtree City are due to upgrade construction so the workers in the field can get right on each customer's complaint. Probably, he said, the isolated problems are due to human error such as workers accidentally cutting the drop line that runs between house and street. Such problems aren't apparent to repair workers in Peachtree City, where most of the utilities are underground, said AT&T spokesman Reg Griffin. "This was kind of put on a fast track," Griffin said of the upgrade. The company usually activates upgrades one neighborhood at a time, correcting problems as they occur, he said, but because of its contract with Peachtree City, calling for activation by the end of the year, the company turned on all 13,000 Peachtree City customers at one time, he said. Now that The Citizen has alerted them to the problems, "We'll get on this right away," said Rhoads, "and hopefully eliminate this issue."
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