,7/27/2021 - 12/31/2021
Our focus is and will continue to be, "to work hard serving the technical needs of the Ark-La-Tex since 1996".
You may reach an ALTIS Representative at:
Office 318-688-8201 Cell 318-207-1405
Office Hours are Monday - Friday 9AM - 5PM
Weekends and Holidays CLOSED
7-23-2021 10AM
We will be working all weekend to continue restore of internet services to all our customers. We appreciate your patience.
If you have not corresponded with Lisa as of today, please text her at 318-207-1405 your name and location. We will be happy to set you an appointment.
Have a Wonderful Weekend Everyone.
7-22-2021
We continue to push towards the 100% restore of services goal. We are truly so appreciative of the kindness and patience shown during this time.
We will be in DeSoto Friday/Saturday and in Caddo/other areas Sunday afternoon/evening.
If you are still without service and have not received a call/text from Lisa.
Please text her at 318-207-1405; your name and location. We will definitely get you on the appointment log.
Thank you all for supporting a local small business, because of great customers like you all; is the reason we work as hard as we do.
Thank you again.
7-21-2021
We have restored service to many of our customers.
The support has been encouraging and overwhelming. We will continue working hard till all customers have service restored.
We have created an area schedule that can be found on our FaceBook page Altis Computer Services Inc.
If you are still without service and have not received a time/date appointment or communicated with Lisa at 318-207-1405 as of today; please text her and she will get you on the service appointment log.
Again, THANK YOU. Words could never express just how much we appreciate each and every one of you.
9:45pm, 7-19-2021
After a full day of rapid fire calls and text regarding the loss of internet access this morning at the hands of AT&T, we have restored service to 31 lines. Be assured we will be working diligently over the next 24-48 hours to restore as many as possible. Please remember if you have an immediate need for restoration and are unable to wait 24-48 hours, we understand and have a path for you to have service restored by AT&T directly. It is worth noting our new network solutions that do not include AT&T are performing well and in many cases many times better than what was provided by AT&T.
If you are still without internet as of Tuesday July 20th, contact Lisa by text or phone call at 318-207-1405. She is responding to all calls/texts as soon as is humanly possible. Thank you all for your patience and understanding during this time as we move forward.
10:15am, 7-19-2021
URGENT UPDATE: AT&T has officially terminated our agreement due to abuse of use by some of our customers. Internet Access is now offline unless you are one of our customer already converted to our other network partners. If internet access is mandatory and you are unable to give us 24-48 hours to evaluate on a case by case basis, please send a text to 318-207-1405 with your name as it appears on your account and request your line number. Once this transfer is completed by you, your account will be handled directly by AT&T and ALTIS has no access to your account. This action by AT&T was completely against our desires as we have worked tirelessly over multiple years to create a solution unavailable by anyone in this market. Unfortunately our solution worked too well and now everyone will soon realize what we were providing. Please pay close attention to every detail discussed with AT&T. We took AT&T at their word, spending years developing a business relationship and you see where we are at today. We do not want our customers abused or taken advantage of in any way, so please exercise extreme caution with all communications regarding this matter. This action was harshly orchestrated by AT&T directly and completely out of our control.
10:57pm, 7-18-2021
In order to set proper expectations, internet outages can be expected on accounts yet to be converted during the next few days as we transition to new networks. We are monitoring the status of each network device and will be alerted of outages if they should occur. There is no need to call to report this issue, since we are working around the clock to facilitate these changes. In order to expedite the process for everyone, we ask each customer to promptly respond to our calls or text from phone number 318-688-8201 or 318-207-1405, given the time sensitivity of this process. In some cases, new equipment may be necessary and will be evaluated on a case by case basis. We ask for your patience and understanding during this process. Please check this page often since there may be multiple updates per day.
1:03pm, 7-17-2021
New overnight resources have just arrived and we will be working diligently throughout the weekend and into next week to ramp up to new solutions for as many as possible as soon as possible. If you do not want to be considered for our new options, please let us know ASAP so we can allocate precious time to others that do value our services. Thank you for your time, patience and understanding.
11:53am 7-17-2021
According to the latest information from the Office of the President at AT&T, all lines will be terminated starting on Monday, July 19, 2021. This is coming directly from AT&T and unfortunately completely out of our control. We ask for your patience and consideration as we put into place alternative measures. This page will continue to be updated frequently to keep you posted of changes. Again this is coming directly from AT&T and completely out of our control. We deeply regret AT&T has chosen to handle this situation in this manner. Please do not reset or power down your equipment as this will only complicate matters going forward. Thank you.
10:44am, 7-17-2021
URGENT TIME SENSITIVE UPDATE: Please check back here by 12:00pm today, July 17, 2021 for more details.
To provide our customers full disclosure as to our relationship with AT&T, we are providing the facts around where we started with AT&T and where we are today. These are the words and opinions of myself, Stephen Weindorff, Owner and President of ALTIS Computer Services, Inc. I am sharing very personal details to give context to why we are at this place in time. I trusted AT&T, should you? Here is just one of countless exchanges over many years we had with AT&T with this particular exchange by email one year ago yesterday (7-16-2020). The AT&T representative's name and email address has been redacted to protect their privacy. Agent name has been replaced with AT&T rep. We had no clue that anything was amiss with any communications or business dealings with AT&T until June 3, 2021 when we received what appear to be a cruel joke or scam. I will include it at the bottom below this email exchange. All we were trying to do is provide a solution for internet that seemed to be greatly appreciated by everyone of our customers until this Monday, July 12, at around 3:30pm.
We are rolling out new connectivity options daily, so if you are one of those customer that appreciates our efforts and sacrifices, please be patient and check this page often for updates. About 20 percent of our customers have already been migrated over to new solutions which do not involve AT&T. That was AT&T's choice, not ours. We understand if you have to make other arrangements, but we ask you give us a chance to discuss our new options before you commit to another. We have multiple options, including some pay for what you use platform. This pay for what you use plan will be best for those that consume lower amounts of data. Again we ask for your patience. This was an unexpected blow levied by AT&T, a few days ago and it will take time to rebuild. We are coming back strong with plans and partners that are interested in real people with real needs for solutions. To us, you are a real person, not just a bottom line. Let me say this to those who have been so supportive: we greatly appreciate you and may God Bless You.
_______________________________
From: 'Stephen Weindorff'
Sent: Thursday, July 16, 2020 4:23 PM
To: AT&T rep.
Subject: RE: Hot Spot
Great. Tomorrow will be just fine. Glad to finally have someone that knows what to do and how to do it. We will be talking soon.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 3:48 PM wrote:
Hi Stephens,
The agent I transferred you to let me know what we needed to do. I can get you set up with the static IP plan, but my manager is the one that has to do it. He has gone home for the day, so if its ok I can call you in the morning to get that taken care of.
AT&T rep.
From: 'Stephen Weindorff' []
Sent: Thursday, July 16, 2020 12:47 PM
To: AT&T rep.
Subject: RE: Hot Spot
Sure, 318-***-****
Thanks,
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 12:44 PM AT&T rep.> wrote:
Can I get your contact number again please? Can I call you back in about an hour? I will need to call you and transfer you to the department.
From: 'Stephen Weindorff' []
Sent: Thursday, July 16, 2020 12:38 PM
To: AT&T rep.
Subject: RE: Hot Spot
Please put me in touch with the expert on unlimited business internet plans like the AWB or whatever will give us an unlimited data with a static IP address.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 12:15 PM AT&T rep.> wrote:
Hi Stephen,
We can definitely get the new hotspot lines on the 80gb Mobile Share Advantage plan like you had before. If you would like me to get those added I will just need the IMEI numbers for the devices you want to activate.
As far as the M2M plans, that is an advanced solutions product, which is something I don’t typically handle so I don’t have much information on them, but I can get you in touch with the department that does take care for more information.
AT&T rep.
From: Stephen Weindorff []
Sent: Thursday, July 16, 2020 10:04 AM
To: AT&T rep.>
Subject: Re: Hot Spot
Thank you. I look forward to hearing from you.
On another note and for another customer and possibly for my own in-house needs, do you have an unlimited plan M2M with a static IP address option? I currently have an unlimited setup on my account that I am trying but I do not believe a static IP is compatible. Please advise.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 9:58 AM AT&T rep.> wrote:
Hi Stephen,
I will email you options for rate plans as soon as we see what the best options will be. Please let me know if you have any questions.
Thanks,
AT&T rep.
AT&T Business Sales and Service
____________________________
The email below dated 6-3-2021 is the very first contact from AT&T indicating there was any type of problem with how we had done business with AT&T for years. This was the very first time I had ever seen or heard of any such limitation given I had dozens of AT&T Business representatives, managers, etc. that I had communicated my needs for my company and customers. I have been fighting a loosing battle with AT&T since early June and if I had not started immediately trying to intervene, all lines would have been shut down June 17th, 2021. We had high hopes that AT&T realized we were real people and would make some type of arrangement which I have been pleading for ever since this came to us. We were willing to make any and all changes to how we did business with our customers, including immediately terminating those heavy network abusers. It seems apparent now, AT&T had no interest in making any provisions to work with us nor the hundreds of individuals affected by this callous decision. But at the end of the day, AT&T owns the network and found that we were not using it properly and must now pay the ultimate price. I only wish AT&T's own employees over the years knew their own employers policies. We asked countless questions over many years and received a lot of answers regarding processes and procedures. Unfortunately, we trusted and believed the information given and implemented by countless AT&T direct employees was correct and at no time had any reason to believe it to be a violation of any sort. In summary, I have place my full and complete trust in God. I know He will never lead us down a path of destruction. He will bring us all through this very difficult time.
Dear Stephen Weindorff,
Based on your current usage AT&T has determined you are reselling service in violation of the resale prohibition in the AT&T Service Agreement. Specifically, Section 9 reads:
9. Resale and Other Prohibited Uses. Customer and its CRUs are not permitted to resell, reproduce, retransmit, or disseminate Service or any other program components to third-parties whether directly or indirectly, including, without limitation, through machine-to-machine transmissions.
Your account will be suspended on 06/17/2021 and canceled on 06/24/2021 if you have not migrated the devices on this account away from AT&T.
AT&T Services, Inc.
AT&T rep.
_______ Please note the exact wording of the directive above. It appears to me, AT&T does not want these devices on their network.
10am, 7-15-2021
All lines have been restored at this point on the AT&T network. If you still do not have internet, please make sure to follow the 30 minute power off recommendation. The equipment needs time to allow for re-provisioning. If you still do not have internet after this process is complete, please contact Lisa at (318)207-1405.
Also, very important to note, we have a service solution ready to deploy. Once again, please contact our office for more details (318)688-8201. Thank you for your patience and for those that were so supportive during this time. We are pleased to announce a service solution is ready for all customers!
8:07am, 7-14-2021
Just confirmed with AT&T this morning all lines should now be restored. If you are still without internet connection, we ask you follow the 30 minute power off procedure as detailed in the 11:58pm, 7-13-2021 update below. Be sure we are doing everything physically possible to work through all open issues as quickly as can be.
11:58pm, 7-13-2021
Currently we have several lines yet to report in to our management portal, so if you happen to be a customer still having issues connecting to the internet, we ask that you simply remove power from your router/modem for a minimum of 30 minutes. After at least a 30 minute period, power your equipment back up and wait 5 minutes to test for internet connectivity. This procedure will essentially initiate a re-provisioning of your equipment on the network. If after you have performed this 30 shutdown and power up procedure and still do not have internet access, please send a text message to 318-207-1405 with your name as listed on the account and reference 30 minute procedure performed. Please text only if you still have no internet after this procedure has been performed.
7:07pm, 7-13-2021
Per Paula in AT&T Office of the President, all lines should be temporarily restored by this evening. Please leave your equipment powered on during this time so we can get updated status on which lines may need additional attention. We may ask you to power cycle your equipment but please do not perform any other steps without directive from our office. We also ask that you not consider this business as usual and start using data that is unnecessary. This temporary measure is to facilitate a solution to this matter. We hope to have options in place for each of our customers to choose no later than by end of day tomorrow. Please check this page often as this situation is very fluid with constant variables being evaluated and worked out. We are not ruling out any solutions at this point. Thank you for your continued patience.
2:55pm, 7-13-2021
Just had a detailed conversation with Paula Berg with the Office of the President @ AT&T regarding our process to restore internet to our customers. We are actively formulating a plan in conjunction with the Office of the President to allow transferring billing responsibility of your existing connected equipment. To make this transition as seamless as possible, recommend that you keep your equipment powered on and refrain from resets of any kind. We ask again for your patience in this process as it has been less than 24 hours since we ALL lost our internet access primarily due to the abuse of some. If you are currently an AT&T customer, this process will take less time, but everyone will have the option to get connected with your current equipment. Again thanks for your patience and please help be part of the solution, not the problem. If we work together, this whole process will work more efficiently. Your plan you had with ALTIS will no longer be available, but you will have the option to choose a different plan. Be aware the cost associated may in some cases appear to be less, but will in no way provide the amount of data some have been accustomed to. You are not obligated to choose any plans that AT&T may have to offer, and we will have plans available on alternate networks in most if not all coverage areas. We simply wanted to make this an available option should you choose to do so.
9:53am, 7-13-2021
Official statement regarding internet access from the Owner and President of ALTIS, Inc.
– Stephen Weindorff
We are providing this information to ensure everyone is fully aware of the true facts surrounding the outage of internet services that occurred on July 12th, 2021.
We humbly ask for your patience and understanding during this very difficult situation as we work diligently to implement the new solutions. It took years for us to reach this point; it will not take years for us to retool our solutions. We ask that you take a moment to read the details of this message fully to understand we have options to facilitate, but it will not be an immediate solution. Be assured every waking hour is being dedicated to this matter.
As many may remember back 60-90 days ago, AT&T wireless services were experiencing slow data speeds in areas of our local market. This detail is important because we all use the same cellular infrastructure. As several of our customers made us aware of this issue, we frequently contacted AT&T in regards to this apparently over saturated network. Within a period of a few weeks, this led to a deep dive investigation resulting in our account being flagged for use abuse by some of our customers. We had customers consuming unreasonable amounts of data, some customers nearing the 2000GB level, with many using over 500GB.
Keep in mind that a normal retail available plan would allow 15-22GB of data before throttling down to almost an unusable level. Our business relationship with AT&T started many years ago and because of this relationship and planning, we were able to offer plans that were not restricted in the same way current plans are. It is for this reason nearly every one of our customers knew the incredible value of what we had to offer. For the record, most of our customers used a reasonable amount of data, with only some abusing the privilege.
On June 3, 2021, we were notified by AT&T of the data use abuse and given an impossible task of getting all lines off of the current network. We immediately began an uphill battle to reach out to anyone and everyone that could assist in a more reasonable resolution for this issue. We have been in steady contact with the Office of the President of AT&T, doing everything in our power to reach a reasonable resolution.
*With that said, I am providing her contact information so that the rumor mill may be stopped and you can verify these details directly from the horse’s mouth, as the saying goes. We do have alternative plans and will be reaching out to each customer as quickly as possible. We only ask for your patience as we provide the solution to this unnecessary problem due to gross abuse of network resources. Sadly all accounts are being punished by the actions of some. To address a rumor that has been brought to my attention, NO we are not going out of business and YES we are still very much in the internet service solution business.
On June 10, 2021, this issue had been escalated to the Office of the President of AT&T. Please feel free to reach out to Paula Berg regarding this issue, as she is fully aware of all details regarding this matter. See below for a copy of the email from the Office of the President of AT&T in its entirety. Feel free to reach out to her by phone and/or email which is provided. Please include our company name (ALTIS INC.) when reaching out to Ms. Berg.
Hello Mr. Weindorff.
Thank you for sharing your recent experience with us. I will review all information that you send to myself and will work with you as much as i can.
My number is (952) 221-5581, and I’m usually available weekdays between 7 am to 3:30 pm CST. Please call me at your earliest convenience.
Sincerely,
Paula Berg
Office of the President
Customer Care
AT&T Services, Inc.
o 952-221-5581 | [email protected]
Thank you for your patience and understanding at this time.
Sincerely
Stephen Weindorff
Owner/President - ALTIS Computer Services, Inc.
Office (318)688-8201
Cell (318)207-1405
Hours: M-F 9am-5pm
Closed Weekends/Holidays
Our focus is and will continue to be, "to work hard serving the technical needs of the Ark-La-Tex since 1996".
You may reach an ALTIS Representative at:
Office 318-688-8201 Cell 318-207-1405
Office Hours are Monday - Friday 9AM - 5PM
Weekends and Holidays CLOSED
7-23-2021 10AM
We will be working all weekend to continue restore of internet services to all our customers. We appreciate your patience.
If you have not corresponded with Lisa as of today, please text her at 318-207-1405 your name and location. We will be happy to set you an appointment.
Have a Wonderful Weekend Everyone.
7-22-2021
We continue to push towards the 100% restore of services goal. We are truly so appreciative of the kindness and patience shown during this time.
We will be in DeSoto Friday/Saturday and in Caddo/other areas Sunday afternoon/evening.
If you are still without service and have not received a call/text from Lisa.
Please text her at 318-207-1405; your name and location. We will definitely get you on the appointment log.
Thank you all for supporting a local small business, because of great customers like you all; is the reason we work as hard as we do.
Thank you again.
7-21-2021
We have restored service to many of our customers.
The support has been encouraging and overwhelming. We will continue working hard till all customers have service restored.
We have created an area schedule that can be found on our FaceBook page Altis Computer Services Inc.
If you are still without service and have not received a time/date appointment or communicated with Lisa at 318-207-1405 as of today; please text her and she will get you on the service appointment log.
Again, THANK YOU. Words could never express just how much we appreciate each and every one of you.
9:45pm, 7-19-2021
After a full day of rapid fire calls and text regarding the loss of internet access this morning at the hands of AT&T, we have restored service to 31 lines. Be assured we will be working diligently over the next 24-48 hours to restore as many as possible. Please remember if you have an immediate need for restoration and are unable to wait 24-48 hours, we understand and have a path for you to have service restored by AT&T directly. It is worth noting our new network solutions that do not include AT&T are performing well and in many cases many times better than what was provided by AT&T.
If you are still without internet as of Tuesday July 20th, contact Lisa by text or phone call at 318-207-1405. She is responding to all calls/texts as soon as is humanly possible. Thank you all for your patience and understanding during this time as we move forward.
10:15am, 7-19-2021
URGENT UPDATE: AT&T has officially terminated our agreement due to abuse of use by some of our customers. Internet Access is now offline unless you are one of our customer already converted to our other network partners. If internet access is mandatory and you are unable to give us 24-48 hours to evaluate on a case by case basis, please send a text to 318-207-1405 with your name as it appears on your account and request your line number. Once this transfer is completed by you, your account will be handled directly by AT&T and ALTIS has no access to your account. This action by AT&T was completely against our desires as we have worked tirelessly over multiple years to create a solution unavailable by anyone in this market. Unfortunately our solution worked too well and now everyone will soon realize what we were providing. Please pay close attention to every detail discussed with AT&T. We took AT&T at their word, spending years developing a business relationship and you see where we are at today. We do not want our customers abused or taken advantage of in any way, so please exercise extreme caution with all communications regarding this matter. This action was harshly orchestrated by AT&T directly and completely out of our control.
10:57pm, 7-18-2021
In order to set proper expectations, internet outages can be expected on accounts yet to be converted during the next few days as we transition to new networks. We are monitoring the status of each network device and will be alerted of outages if they should occur. There is no need to call to report this issue, since we are working around the clock to facilitate these changes. In order to expedite the process for everyone, we ask each customer to promptly respond to our calls or text from phone number 318-688-8201 or 318-207-1405, given the time sensitivity of this process. In some cases, new equipment may be necessary and will be evaluated on a case by case basis. We ask for your patience and understanding during this process. Please check this page often since there may be multiple updates per day.
1:03pm, 7-17-2021
New overnight resources have just arrived and we will be working diligently throughout the weekend and into next week to ramp up to new solutions for as many as possible as soon as possible. If you do not want to be considered for our new options, please let us know ASAP so we can allocate precious time to others that do value our services. Thank you for your time, patience and understanding.
11:53am 7-17-2021
According to the latest information from the Office of the President at AT&T, all lines will be terminated starting on Monday, July 19, 2021. This is coming directly from AT&T and unfortunately completely out of our control. We ask for your patience and consideration as we put into place alternative measures. This page will continue to be updated frequently to keep you posted of changes. Again this is coming directly from AT&T and completely out of our control. We deeply regret AT&T has chosen to handle this situation in this manner. Please do not reset or power down your equipment as this will only complicate matters going forward. Thank you.
10:44am, 7-17-2021
URGENT TIME SENSITIVE UPDATE: Please check back here by 12:00pm today, July 17, 2021 for more details.
To provide our customers full disclosure as to our relationship with AT&T, we are providing the facts around where we started with AT&T and where we are today. These are the words and opinions of myself, Stephen Weindorff, Owner and President of ALTIS Computer Services, Inc. I am sharing very personal details to give context to why we are at this place in time. I trusted AT&T, should you? Here is just one of countless exchanges over many years we had with AT&T with this particular exchange by email one year ago yesterday (7-16-2020). The AT&T representative's name and email address has been redacted to protect their privacy. Agent name has been replaced with AT&T rep. We had no clue that anything was amiss with any communications or business dealings with AT&T until June 3, 2021 when we received what appear to be a cruel joke or scam. I will include it at the bottom below this email exchange. All we were trying to do is provide a solution for internet that seemed to be greatly appreciated by everyone of our customers until this Monday, July 12, at around 3:30pm.
We are rolling out new connectivity options daily, so if you are one of those customer that appreciates our efforts and sacrifices, please be patient and check this page often for updates. About 20 percent of our customers have already been migrated over to new solutions which do not involve AT&T. That was AT&T's choice, not ours. We understand if you have to make other arrangements, but we ask you give us a chance to discuss our new options before you commit to another. We have multiple options, including some pay for what you use platform. This pay for what you use plan will be best for those that consume lower amounts of data. Again we ask for your patience. This was an unexpected blow levied by AT&T, a few days ago and it will take time to rebuild. We are coming back strong with plans and partners that are interested in real people with real needs for solutions. To us, you are a real person, not just a bottom line. Let me say this to those who have been so supportive: we greatly appreciate you and may God Bless You.
_______________________________
From: 'Stephen Weindorff'
Sent: Thursday, July 16, 2020 4:23 PM
To: AT&T rep.
Subject: RE: Hot Spot
Great. Tomorrow will be just fine. Glad to finally have someone that knows what to do and how to do it. We will be talking soon.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 3:48 PM wrote:
Hi Stephens,
The agent I transferred you to let me know what we needed to do. I can get you set up with the static IP plan, but my manager is the one that has to do it. He has gone home for the day, so if its ok I can call you in the morning to get that taken care of.
AT&T rep.
From: 'Stephen Weindorff' []
Sent: Thursday, July 16, 2020 12:47 PM
To: AT&T rep.
Subject: RE: Hot Spot
Sure, 318-***-****
Thanks,
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 12:44 PM AT&T rep.> wrote:
Can I get your contact number again please? Can I call you back in about an hour? I will need to call you and transfer you to the department.
From: 'Stephen Weindorff' []
Sent: Thursday, July 16, 2020 12:38 PM
To: AT&T rep.
Subject: RE: Hot Spot
Please put me in touch with the expert on unlimited business internet plans like the AWB or whatever will give us an unlimited data with a static IP address.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 12:15 PM AT&T rep.> wrote:
Hi Stephen,
We can definitely get the new hotspot lines on the 80gb Mobile Share Advantage plan like you had before. If you would like me to get those added I will just need the IMEI numbers for the devices you want to activate.
As far as the M2M plans, that is an advanced solutions product, which is something I don’t typically handle so I don’t have much information on them, but I can get you in touch with the department that does take care for more information.
AT&T rep.
From: Stephen Weindorff []
Sent: Thursday, July 16, 2020 10:04 AM
To: AT&T rep.>
Subject: Re: Hot Spot
Thank you. I look forward to hearing from you.
On another note and for another customer and possibly for my own in-house needs, do you have an unlimited plan M2M with a static IP address option? I currently have an unlimited setup on my account that I am trying but I do not believe a static IP is compatible. Please advise.
Stephen Weindorff
ALTIS Computer Services, Inc.
318.688.8201 office
318.207.1405 after-hours/emergency
On July 16, 2020 9:58 AM AT&T rep.> wrote:
Hi Stephen,
I will email you options for rate plans as soon as we see what the best options will be. Please let me know if you have any questions.
Thanks,
AT&T rep.
AT&T Business Sales and Service
____________________________
The email below dated 6-3-2021 is the very first contact from AT&T indicating there was any type of problem with how we had done business with AT&T for years. This was the very first time I had ever seen or heard of any such limitation given I had dozens of AT&T Business representatives, managers, etc. that I had communicated my needs for my company and customers. I have been fighting a loosing battle with AT&T since early June and if I had not started immediately trying to intervene, all lines would have been shut down June 17th, 2021. We had high hopes that AT&T realized we were real people and would make some type of arrangement which I have been pleading for ever since this came to us. We were willing to make any and all changes to how we did business with our customers, including immediately terminating those heavy network abusers. It seems apparent now, AT&T had no interest in making any provisions to work with us nor the hundreds of individuals affected by this callous decision. But at the end of the day, AT&T owns the network and found that we were not using it properly and must now pay the ultimate price. I only wish AT&T's own employees over the years knew their own employers policies. We asked countless questions over many years and received a lot of answers regarding processes and procedures. Unfortunately, we trusted and believed the information given and implemented by countless AT&T direct employees was correct and at no time had any reason to believe it to be a violation of any sort. In summary, I have place my full and complete trust in God. I know He will never lead us down a path of destruction. He will bring us all through this very difficult time.
Dear Stephen Weindorff,
Based on your current usage AT&T has determined you are reselling service in violation of the resale prohibition in the AT&T Service Agreement. Specifically, Section 9 reads:
9. Resale and Other Prohibited Uses. Customer and its CRUs are not permitted to resell, reproduce, retransmit, or disseminate Service or any other program components to third-parties whether directly or indirectly, including, without limitation, through machine-to-machine transmissions.
Your account will be suspended on 06/17/2021 and canceled on 06/24/2021 if you have not migrated the devices on this account away from AT&T.
AT&T Services, Inc.
AT&T rep.
_______ Please note the exact wording of the directive above. It appears to me, AT&T does not want these devices on their network.
10am, 7-15-2021
All lines have been restored at this point on the AT&T network. If you still do not have internet, please make sure to follow the 30 minute power off recommendation. The equipment needs time to allow for re-provisioning. If you still do not have internet after this process is complete, please contact Lisa at (318)207-1405.
Also, very important to note, we have a service solution ready to deploy. Once again, please contact our office for more details (318)688-8201. Thank you for your patience and for those that were so supportive during this time. We are pleased to announce a service solution is ready for all customers!
8:07am, 7-14-2021
Just confirmed with AT&T this morning all lines should now be restored. If you are still without internet connection, we ask you follow the 30 minute power off procedure as detailed in the 11:58pm, 7-13-2021 update below. Be sure we are doing everything physically possible to work through all open issues as quickly as can be.
11:58pm, 7-13-2021
Currently we have several lines yet to report in to our management portal, so if you happen to be a customer still having issues connecting to the internet, we ask that you simply remove power from your router/modem for a minimum of 30 minutes. After at least a 30 minute period, power your equipment back up and wait 5 minutes to test for internet connectivity. This procedure will essentially initiate a re-provisioning of your equipment on the network. If after you have performed this 30 shutdown and power up procedure and still do not have internet access, please send a text message to 318-207-1405 with your name as listed on the account and reference 30 minute procedure performed. Please text only if you still have no internet after this procedure has been performed.
7:07pm, 7-13-2021
Per Paula in AT&T Office of the President, all lines should be temporarily restored by this evening. Please leave your equipment powered on during this time so we can get updated status on which lines may need additional attention. We may ask you to power cycle your equipment but please do not perform any other steps without directive from our office. We also ask that you not consider this business as usual and start using data that is unnecessary. This temporary measure is to facilitate a solution to this matter. We hope to have options in place for each of our customers to choose no later than by end of day tomorrow. Please check this page often as this situation is very fluid with constant variables being evaluated and worked out. We are not ruling out any solutions at this point. Thank you for your continued patience.
2:55pm, 7-13-2021
Just had a detailed conversation with Paula Berg with the Office of the President @ AT&T regarding our process to restore internet to our customers. We are actively formulating a plan in conjunction with the Office of the President to allow transferring billing responsibility of your existing connected equipment. To make this transition as seamless as possible, recommend that you keep your equipment powered on and refrain from resets of any kind. We ask again for your patience in this process as it has been less than 24 hours since we ALL lost our internet access primarily due to the abuse of some. If you are currently an AT&T customer, this process will take less time, but everyone will have the option to get connected with your current equipment. Again thanks for your patience and please help be part of the solution, not the problem. If we work together, this whole process will work more efficiently. Your plan you had with ALTIS will no longer be available, but you will have the option to choose a different plan. Be aware the cost associated may in some cases appear to be less, but will in no way provide the amount of data some have been accustomed to. You are not obligated to choose any plans that AT&T may have to offer, and we will have plans available on alternate networks in most if not all coverage areas. We simply wanted to make this an available option should you choose to do so.
9:53am, 7-13-2021
Official statement regarding internet access from the Owner and President of ALTIS, Inc.
– Stephen Weindorff
We are providing this information to ensure everyone is fully aware of the true facts surrounding the outage of internet services that occurred on July 12th, 2021.
We humbly ask for your patience and understanding during this very difficult situation as we work diligently to implement the new solutions. It took years for us to reach this point; it will not take years for us to retool our solutions. We ask that you take a moment to read the details of this message fully to understand we have options to facilitate, but it will not be an immediate solution. Be assured every waking hour is being dedicated to this matter.
As many may remember back 60-90 days ago, AT&T wireless services were experiencing slow data speeds in areas of our local market. This detail is important because we all use the same cellular infrastructure. As several of our customers made us aware of this issue, we frequently contacted AT&T in regards to this apparently over saturated network. Within a period of a few weeks, this led to a deep dive investigation resulting in our account being flagged for use abuse by some of our customers. We had customers consuming unreasonable amounts of data, some customers nearing the 2000GB level, with many using over 500GB.
Keep in mind that a normal retail available plan would allow 15-22GB of data before throttling down to almost an unusable level. Our business relationship with AT&T started many years ago and because of this relationship and planning, we were able to offer plans that were not restricted in the same way current plans are. It is for this reason nearly every one of our customers knew the incredible value of what we had to offer. For the record, most of our customers used a reasonable amount of data, with only some abusing the privilege.
On June 3, 2021, we were notified by AT&T of the data use abuse and given an impossible task of getting all lines off of the current network. We immediately began an uphill battle to reach out to anyone and everyone that could assist in a more reasonable resolution for this issue. We have been in steady contact with the Office of the President of AT&T, doing everything in our power to reach a reasonable resolution.
*With that said, I am providing her contact information so that the rumor mill may be stopped and you can verify these details directly from the horse’s mouth, as the saying goes. We do have alternative plans and will be reaching out to each customer as quickly as possible. We only ask for your patience as we provide the solution to this unnecessary problem due to gross abuse of network resources. Sadly all accounts are being punished by the actions of some. To address a rumor that has been brought to my attention, NO we are not going out of business and YES we are still very much in the internet service solution business.
On June 10, 2021, this issue had been escalated to the Office of the President of AT&T. Please feel free to reach out to Paula Berg regarding this issue, as she is fully aware of all details regarding this matter. See below for a copy of the email from the Office of the President of AT&T in its entirety. Feel free to reach out to her by phone and/or email which is provided. Please include our company name (ALTIS INC.) when reaching out to Ms. Berg.
Hello Mr. Weindorff.
Thank you for sharing your recent experience with us. I will review all information that you send to myself and will work with you as much as i can.
My number is (952) 221-5581, and I’m usually available weekdays between 7 am to 3:30 pm CST. Please call me at your earliest convenience.
Sincerely,
Paula Berg
Office of the President
Customer Care
AT&T Services, Inc.
o 952-221-5581 | [email protected]
Thank you for your patience and understanding at this time.
Sincerely
Stephen Weindorff
Owner/President - ALTIS Computer Services, Inc.
Office (318)688-8201
Cell (318)207-1405
Hours: M-F 9am-5pm
Closed Weekends/Holidays