CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk
0202 - Network Associates, Inc.
020201 - Mr. NFN NLN
020202 - McAfee Technical Support
020203 - Customer Service

SUBJECTS
$75.96 Charged to Telephone 925 680 8947 Invoice Error for Technical Su
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char
Invoice Error for McAfee Priority Support 030814 25 Minutes $75.96 Char
Pac Bell Case Number 31835126 Case Number Error in Billing for Repairs

0706 -
0706 -    ..
0707 - Summary/Objective
0708 -
070801 - Follow up ref SDS 15 0000. ref SDS 13 0000.
070802 -
070803 - The $20 per month savings in the letter from SBC last July was not
070804 - shown on the August invoice.  Since Millie's DSL service began in
070805 - September of 2002, OA 020916, ref SDS 1 PO9I, the rate change should
070806 - go into effect in October.
070807 -
070808 -
070810 -  ..
070811 - 925 680 8948 Analysis of SBC Charges and Payments
070812 - DSL Rate Reduction Implemented Lowering Monthly Charges by $10
070813 - Error in Payment Accounting Resolved by Proper Credit Allocations
070814 -
070815 - Follow up ref SDS 15 8A5F.
070816 -
070817 - SBC invoice for telephone 925 680 4848 and closing date 031105 seems
070818 - to show an amount for DSL service.....
070819 -
070820 -                          $39.95
070822 -  ..
070823 - This appears to conflict with the notification of a rate reduction,
070824 - reported last month on 031015, ref SDS 15 0001, and with the amoutn
070825 - billed for the prior month...
070826 -
070827 -                          $22.95
070829 -  ..
070830 - This record appears to implement SBC's planned rate reduction.
070832 -  ..
070833 - Called....
070834 -
070835 -                     877 722 3755
070837 -  ..
070838 - Got a message saying they are experiencig heavy traffic and there will
070839 - be delays answering the telephone.
070841 -  ..
070842 - Talked to Jeff.
070844 -  ..
070845 - Jeff recalled that SBC's letter notifying of the rate reduction
070846 - required customers to call SBC to negotiate a new 1 year contract for
070847 - the lower rate.  If the customer does not call and negotiate a new
070848 - contract for one year, then the original rate remains in effect.
070850 -  ..
070851 - Requested a copy of the letter showing language that supports Jeff's
070852 - understandings.
070854 -  ..
070855 - Jeff said he does not have access to the letter.
070857 -  ..
070858 - He said that terms of the original contract are available on the SBC
070859 - Internet address at...
070860 -
070861 -            http://www.sbc.com
070863 -  ..
070864 - Could not get access to the SBC address.
070866 -  ..
070867 - Jeff advised that he is having similar difficulty getting access to
070868 - SBC's Internet address.
070870 -  ..
070871 - Asked why the billing was $22.95 last month, and this month the
070872 - invoice says $39.95? ref SDS 0 8A5F
070874 -  ..
070875 - Jeff feels strongly the only way to correct the billing error is for
070876 - the customer to talke to the
070878 -  ..
070879 - Asked for Jeff's supervisor...
070880 -
070882 -  ..
0709 -
0710 -
0711 - 1710
0712 -
071201 - Talked to Dennis.
071202 -
071204 -  ..
071205 - He said to call...
071206 -
071207 -                888 884 2375
071208 -
071209 -
071211 -  ..
0713 -
0714 -
0715 - 1726
0716 -
071601 - Talked to Darina.
071602 -
071603 -                   800 579 7861        SBC DSL Department
071605 -  ..
071606 - Darina placed an order for Millie to be charged $29.95 per month for
071607 - one year.
071609 -  ..
071610 - She is sending us a letter confirming the terms of the agreement.
071611 -
071612 -        [On 031217 SBC invoice does not show the corrected billing
071613 -        rate; Heidi disclosed that SBC requires several months to
071614 -        change the rate in the invoice for monthly service. ref SDS 19
071615 -        0001
071616 -
071617 -
071618 -
071619 -
071620 -
0717 -

SUBJECTS
DSL SBC Service Has Slowed to Direct Dial DTR Despite Testing Showing

0803 -
080401 -  ..
080402 - SBC Internet Service for DSL Has Slowed to Direct Dial Performance
080403 -
080404 - Asked about getting high speed service.
080405 -
080406 -             Download                   Upload
080407 -
080408 -             768 - 1.5 KBS              256KBS
080410 -  ..
080411 - Darina said we already have high speed service
080413 -  ..
080414 - Explained severe drop in service the past few months, where the DTR is
080415 - adequate, but changing directories has slowed to below the speed of a
080416 - conventional dial up connection.  Since SDS entails many changes in
080417 - directories, this severely reduces the performance of Internet
080418 - service, which reduces productivity, earnings and stock prices.
080420 -  ..
080421 - Tried to test the line.
080422 -
080423 -            http://www.dslreports.com
080425 -  ..
080426 - Select from the options in the menu on the left side of the screen...
080427 -
080428 -
080429 -                          Out Tools
080430 -
080431 -
080432 - ...in the next screen select from the menu bar across the top of the
080433 - screen...
080434 -                          Speed Tests
080436 -  ..
080437 - The test options all caused an error that closed IE.
080438 -
080439 -     [...below, turned out the problem was having the McAfee virus
080440 -     protection active for Internet "firewall."  After disconnecting
080441 -     this program, and booting the computer, the speed tests ran
080442 -     successfully. ref SDS 0 6L78
080444 -  ..
080445 - Darina contacted the DSL technical support group.
080447 -  ..
080448 - Talked to Jarrod.
080450 -  ..
080451 - Jarrod went off line for about 5 minutes to check the line at his
080452 - end.  He came back online in about 5 minutes and suggested trying the
080453 - following website to run a different test...
080454 -
080455 -                http://help.sbcglobal.net/dsl/speedtest
080457 -  ..
080458 - Got the same error message, IE was closed.
080460 -  ..
080461 - Jarrod suggested the problem might be that the test services fail
080462 - because of firewall software.
080464 -  ..
080465 - Opened McAfee and selected....
080466 -
080467 -        Pick a task.
080469 -  ..
080470 - This opened a list of tasks showing that virus protection was active
080471 - for a number of features, and this included an Internet Firewall.
080473 -  ..
080474 - Jarrod suggested disconnecting these features in order to run the
080475 - test.
080477 -  ..
080478 - Changed the settings in McAfee to inactive and closed McAfee.
080480 -  ..
080481 - Tried the test again, and IE failed again, returning the same error
080482 - message.
080484 -  ..
080485 - We decided to boot the computer to allow the new settings to take
080486 - effect.
080488 -  ..
080489 - After the computer powered up, ran the test again at the website
080490 - listed above. ref SDS 0 H146
080492 -  ..
080493 - The test was successful and showed...
080494 -
080495 -             Download                   Upload
080496 -
080497 -             1.295 MBPS                 137.03 KBPS
080499 -  ..
080500 - Jarrod advised that he has examined the record for Millie's account
080501 - and he feels these transfer rates are within the terms of the
080502 - agreement.
080504 -  ..
080505 - Jarrod gave following reference number....
080506 -
080507 -                     37283971
080508 -
080510 -  ..
080511 - After the call tried the test services suggested earlier by Darina,
080512 - per above, ref SDS 0 H13R, and was able to run the tests.  They showed
080513 - comparable results. ref SDS 0 NP8X
080515 -  ..
080516 - McAfee virus protection was activated.
080517 -
080518 -
080519 -
080520 -
080521 -
080522 -
080523 -
0806 -