AT&T scrambles to install fiber for 90-year-old after his viral WSJ ad

90-year-old Aaron Epstein sits in front of a computer screen showing speed-test results.
Magnify / Aaron Epstein after engaging in a pace check on his new AT&T fiber provider, in an image taken by way of his spouse, Anne.

Anne Epstein

When 90-year-old Aaron Epstein purchased a Wall Side road Magazine print advert to whinge about his sluggish AT&T Web provider, the affect used to be quick. Journalists like me known as him and wrote articles, communicate of his plight went viral at the Web, his advert made an look on Stephen Colbert’s Past due Display, TV networks interviewed him for nightly information publicizes, and AT&T executives sprang into motion to attenuate the public-relations injury.

Now, slightly per week later, Epstein’s domestic in North Hollywood, California, has AT&T fiber provider with limitless knowledge and marketed speeds of 300Mbps in each instructions. In a pace check the previous day, obtain speeds have been 363Mbps and add speeds have been 376Mbps. It is a gigantic improve over the “as much as” 3Mbps DSL he and his spouse, Anne, struggled with ahead of.

Generally, proceedings about AT&T DSL do not result in fiber-to-the-home upgrades the following week, as AT&T has necessarily deserted the previous telephone community in massive portions of the rustic the place AT&T has now not deemed it successful sufficient to put in state of the art generation. However it seems that we’ve came upon what it takes to kick AT&T into its quickest fiber-installation mode, and the solution is a quarter-page Wall Side road Magazine print advert.

AT&T techs arrive

AT&T known as Epstein when our article about his advert used to be printed on Wednesday closing week. AT&T technicians knocked on his door day after today to inform him they would be putting in fiber. The day past, AT&T techs returned to complete the set up and arrange his new provider. Epstein is paying $45 a month for the primary 12 months, and then it might upward thrust to $65.

“The AT&T folks I talked to inform me that they needed to set up further wiring, and it is costing them tens of millions of bucks to position this wiring only for my area as a result of my neighbors nonetheless don’t have it, and so they nonetheless have to visit really extensive expense to hook up my neighbors,” Epstein instructed Ars.

We requested AT&T if Epstein’s neighbors can be connected quickly and can replace this newsletter if we get a reaction.

People close by it appears had AT&T fiber provider already. The fiber cables now going into Epstein’s area attach again to fiber that used to be put in “two or 3 blocks away,” Epstein stated.

Replace #1 at 12:22pm ET: AT&T did not supply an instantaneous resolution about when or if it is going to hook up all of Epstein’s neighbors, however gave us this observation claiming that it deliberate to improve Epstein’s area and others close by all alongside:

Previous this week we finished our deliberate growth of AT&T Fiber on this buyer’s group, and we have been happy to supply him the improve he sought after. This group used to be already deliberate to obtain fiber and is a part of our ongoing fiber growth within the better Los Angeles subject. Nationally, we not too long ago introduced that we can deliver AT&T Fiber to an extra 2 million residential places this yr.

However it is arduous to consider that Epstein’s advert had no impact on AT&T putting in fiber at his area the previous day. Once we contacted AT&T closing week, the corporate had not anything to mention about whether or not it might ever set up fiber at Epstein’s area, pronouncing handiest that “We regularly beef up and spend money on our wi-fi and wireline networks” and “have invested greater than $three.1 billion in our Los Angeles-area networks from 2017-2019.” If the improve used to be actually within the works ahead of Epstein’s advert, AT&T more than likely would have stated so when the debate erupted over per week in the past.

Replace #2 at 1:20pm ET: AT&T CEO John Stankey known as Epstein in my view as of late, Epstein instructed us. Stankey instructed Epstein that he noticed his WSJ advert in a packet of press clippings given to him by way of group of workers. Stankey additionally it appears gave Epstein a distinct resolution than the only we were given from AT&T’s public-relations group about when the remainder of his group gets fiber. “He stated that the way in which issues are, my group will have to have it inside of 12 months,” Epstein instructed us, in a while upon getting off the telephone with AT&T’s CEO. In contrast, AT&T’s spokesperson instructed us it has “finished” the growth in his group, which seems to be unsuitable in accordance with what Stankey and different AT&T workers instructed Epstein.

Replace #three at 2:30pm ET: AT&T’s spokesperson turned around again to us, admitting that the fiber installations in Epstein’s group have now not been finished. Whilst AT&T in the past instructed us that “we finished our deliberate growth of AT&T Fiber on this buyer’s group,” the spokesperson due to this fact clarified that “what is finished is bringing fiber to the group.” That implies AT&T put in fiber to a part of the group however has now not prolonged the fiber to the remainder of the houses. “The group connection is whole and we’re operating as temporarily as conceivable to finish our paintings in the community,” AT&T stated.

“I selected the one path that I do know”

The WSJ advert wasn’t Epstein’s first try to get quicker AT&T provider. However contacting AT&T at once, without a risk of media publicity, did not produce any effects. We wrote in our article closing week:

“I am getting very frustrated as a result of, periodically, I am getting snail mail and periodically I see commercials on TV and commercials at the Web providing the quicker provider [from AT&T],” Epstein instructed Ars. However every time Epstein calls AT&T about getting quicker speeds, a customer support rep says the corporate is operating on it however can’t supply a date for when it is going to be to be had, he stated.

Epstein stated the previous day that he believes the Ars article about his advert is what were given “the wheels rolling,” as we interviewed him and wrote our tale ahead of different publications did. “Your energy is costing them some huge cash, and I do not see how they are able to recoup that cash by way of what I pay them every month,” he instructed us.

However the important thing issue used to be Epstein’s choice to shop for a big advert in a significant newspaper and fill it with a company however well mannered plea to the AT&T CEO for higher provider. Epstein’s tale used to be too excellent to cross up, and he would have heard from different newshounds quickly sufficient if we hadn’t contacted him first. Inside of hours of his WSJ advert showing within the paper, photos of it have been being shared on Twitter, which is the place we first noticed it.

Epstein stated the advert price him $10,000 (now not $1,100 as at the beginning mentioned). “I selected the one path that I do know. There are different those that understand how to rise up on social networks and voice their proceedings,” he stated. Epstein has been a buyer of AT&T thru its more than a few diversifications since 1960 and nonetheless makes use of a “pacbell.internet” e-mail cope with from the Pacific Bell logo discontinued just about 20 years in the past.

Purchasing a $10,000 newspaper advert is a long way from a great option to recuperate Web get entry to, however that does not imply it is not value complaining in more economical or loose tactics. It’s conceivable to force a significant telecom corporate by way of elevating a ruckus on social media or by way of contacting journalists. Conversations Epstein stated that he had with AT&T executives counsel as a lot, as it is transparent the corporate is tracking social media for proceedings and dispatching high-up folks to resolve issues when the force hits the best stage.

Epstein: AT&T will have to spend money on telecom, now not films

Epstein’s advert, an open letter to Stankey, stated that AT&T is “a significant unhappiness” to folks in North Hollywood, California.

“We wish to stay alongside of present generation and feature seemed to AT&T to offer us with rapid Web provider,” Epstein wrote within the open letter to AT&T’s CEO. “But, despite the fact that AT&T is promoting speeds as much as 100Mbps for different neighborhoods, the quickest now to be had to us from AT&T is handiest 3Mbps. Your competition now have speeds of over 200Mbps. Why is AT&T, a number one communications corporate, treating us so shabbily in North Hollywood?”

AT&T technicians who got here to his area after his advert instructed him it “can be price-prohibitive for them to hook it up for everyone at the moment,” Epstein instructed Ars. Epstein does not utterly purchase that rationalization, stating that AT&T has strayed from its core telecommunications trade to get into media.

“My argument with them is, ‘You are a communications trade, keep out of the film trade. Make investments your cash in what you are intended to be doing,'” Epstein stated. AT&T earned $171.eight billion in earnings in 2020.

Epstein has each AT&T and Constitution’s Spectrum Web provider, as we wrote in our earlier article. Constitution additionally were given in contact with Epstein after the hubbub began closing week to supply him with a greater modem. When AT&T put in fiber, Epstein had the AT&T technicians set issues up in order that he can simply transfer between AT&T and Spectrum services and products to match them. Epstein additionally will pay for AT&T landline telephone provider.

“Possibly a month from now, if I’m happy the use of AT&T handiest, I will drop Spectrum,” Epstein stated.

Disclosure: The Advance/Newhouse Partnership, which owns 13 % of Constitution, is a part of Advance Publications. Advance Publications owns Condé Nast, which owns Ars Technica.


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