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3.8 out of 5.0 (6 ratings)

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We have aggregated ratings data on AT&T but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    High availability, good global reach but some frustrations on the commercial side

    Overall Comment

    Very strong on overall reliability and incident management. Very poor on IMACs and overall technology conversion (EVPN to AVPN, for example). Frustrating on the contracting and some very prolonged commercial issues that drive internal cost (manage, follow-up, reconciliation, etc.).

    What one piece of advice would you give other prospective customers?

    Put delay penalties into anything that involves migration or installation. Consider binding them to IMAC turnaround time. We are relatively small, but managed to do that at RFP.

    What do you like most about the product or service?

    Reliability and global reach.

    What do you dislike most about the product?

    Lack of transparency on install / migration work.

    What one thing do you wish the vendor did differently?

    Move faster with more transparency on IMACs

    If you could start over, what would your organization do differently?

    Poor commercial linkage in contract: cost reductions, though grandfathered, not made / credited until full site cutovers are completed. AT&T has taken 15 months to do what they said would be 3/4. That has made us a bank carrying huge amount of backpay to manage.

    Service & support - overall comment

    Very high reliability worldwide. Good account stewardship, providing good transparency.

    Integration & Deployment - Overall comment

    Excessive time delays and us, as the customer, having to manage / drive things.


  • 4 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    Collaboration led to flexible implementation.

    Overall Comment

    AT&T in this latest engagement has improved in terms of flexibility and cost concessions.

    What one piece of advice would you give other prospective customers?

    Define the locations and bandwidth requirements clearly and set expectations for the implementation plan.

    What do you like most about the product or service?

    Reliability.

    What do you dislike most about the product?

    Speed to market.

    What one thing do you wish the vendor did differently?

    Automatic order emails that go out too broadly should be suppressed.

    If you could start over, what would your organization do differently?

    Ask for more during the original RFP (example: no cost lab circuits).

    Product capabilities - overall comment

    AT&T provides a reliable network.

    Service & support - overall comment

    The executive team made itself available to resolve delays as needed.

    Integration & Deployment - Overall comment

    Better network planning of where builds would be required beyond customer end location would have been helpful. Builds at the point of presence hand-off between AT&T and the Local Exchange Carrier led to delays.


  • 3 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    Implementation was effective but slow.

    Overall Comment

    AT&T has the technical capabilities. However, in my opinion your experience depends on both your account manager and assigned project manager. They do nothing quickly.

    What one piece of advice would you give other prospective customers?

    Negotiate on price and when they are as low as can go then ask for penalties for delayed deployment.

    What do you like most about the product or service?

    Dependability.

    What do you dislike most about the product?

    Lack of timely delivery, other than that the service and product were fine.

    What one thing do you wish the vendor did differently?

    Faster delivery.

    If you could start over, what would your organization do differently?

    Start with AT&T sooner. They are not fast.


  • 4 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    Provisioning opportunities abound.

    Overall Comment

    Good experience.

    What one piece of advice would you give other prospective customers?

    Plan ahead and slow down the process so steps are not missed.

    What one thing do you wish the vendor did differently?

    Better project management.

    If you could start over, what would your organization do differently?

    Earlier and more robust planning.

    Product capabilities - overall comment

    Good rangs of capabilities and abilty to broaden.

    Service & support - overall comment

    Decent support with opportunities for improvement.

    Integration & Deployment - Overall comment

    Fairly satisfied with integration and deployment.


  • 4 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    Solid service, but needs better project management to implement.

    Overall Comment

    The MPLS service is solid. The current account team is solid. The implementation team is not well versed in communication. Sources indicate European or Asian outsourcing which cause a communication delay going either direction. The project status for the first three migrations had to be requested throughout the project so far. I had to constantly ask for updates weekly and when dates changed, we did not know about it until I asked, plus the 24+ hour later delayed response. Once the circuits were brought up, the service is solid. Based on negations of cost and credit, we are able to overlook the slow to communicate issue while receiving faster pipes, at a reduced cost to the Opex budget.

    What one piece of advice would you give other prospective customers?

    If you are on a timeline, be sure to document your timeline requirements in the contract with penalties for delayed response from the AT&T Project Managers. As last mile is often not AT&T, don't let AT&T tell you that they are waiting on last mile providers, since most of the time they are not. Reach out to the last mile PM or Liaison.

    What do you like most about the product or service?

    The AT&T MPLS platform is solid.

    What do you dislike most about the product?

    The serivce can be better from the Project Managers. This is often out of the control of the Account or Sales Managers.

    What one thing do you wish the vendor did differently?

    Source the PM's in the same time zone, or even just in the USA time zones. 24 hours makes a difference when you need to communicate to your locations the day of or the day before a networked change.

    If you could start over, what would your organization do differently?

    I took over the PM role of the implementation as AT&T does not report changes or is updated efficiently. Weekly updates at a minimum are required. I should have put that in the contract to obtain additional discounts due to lack of or delayed communication.

    Service & support - overall comment

    Sales and Account managers are good, just the outsourced Project Mangers need to improve.

    Integration & Deployment - Overall comment

    PM's need to improve the communication.

    1 of 1 peer(s) found this review helpful.


  • 4 out of 5.0, Reviewed

    Product(s): AT&T Virtual Private Network (AVPN) MPLS platform

    No technical challenges, back-office issues with contracts or consistent billing.

    Overall Comment

    The service is functional and stable, ordering and billing are obtuse.

    What one piece of advice would you give other prospective customers?

    Pay attention to the speeds in the pricing schedule including the ones you might not need, and make sure to order those or get the ones needed on the PS.

    What do you like most about the product or service?

    What we ordered was what we got, it is perfectly functional.

    What do you dislike most about the product?

    Only the billing and other backoffice issues assoicated with working with AT&T.

    What one thing do you wish the vendor did differently?

    Bill it correctly the first time, remove the red tape assoicated with making changes and ordering because of detachment of sales and billing at AT&T.

    If you could start over, what would your organization do differently?

    Talk more about the billing piece and verify that the speeds asked for an order were covered in the price schedule in detail.

    Product capabilities - overall comment

    It is a functional layer 3 MPLS solution using BGP. Offering OSFP Sham or similiar service would be preferable for enterprise operations without BGP experience.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(6)
4.0

Ability to understand your organization's needs

(6)
3.8

Timely and complete response to product questions

(6)
3.8

Pricing and contract flexibility (pricing and terms)

(6)
3.7
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(6)
3.0

How long did your deployment take?

12 months or more

6 - 9 months (<9)

0 - 3 months (<3)

9 - 12 months (<12)


Ease of deployment

(6)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(6)
3.7

Did you purchase a support package from the vendor?

Yes

No


Was the support package worth it?

Yes


Timeliness of vendor's response

(6)
3.7

Quality of technical support

(6)
3.7

Quality of peer user community

(4)
3.8
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(6)
4.2

Managed Routers

(4)
3.5

Ethernet WAN

(4)
4.5

Internet Access

(6)
4.3

Ethernet Services

(6)
4.3

Managed MPLS VPN

(4)
4.8

Managed and Redundant Broadband

(3)
4.3

Metro (SONET, Wavelength, Ethernet)

(4)
4.5

Dedicated Internet

(6)
4.3

SIP Trunking/IPTF/On-Net Voice

(3)
4.0

Managed WAN Optimization/APM

(2)
4.5

MPLS Services

(6)
4.5
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Vendor/Product Selection

Rollout and Install

Vendor Management

Functional Assessment

Maintenance and Support

Development/Integration

Technical Assessment

Application Lead

Executive Sponsor

User Training


What other vendors were considered?

Verizon

Level 3 Communications

AT&T

CenturyLink

Sprint

Windstream Communications

BT

Comcast Business

T-Systems


In which region(s) did your deployment take place? Multiple responses allowed.

North America

Asia/Pacific

Europe, Middle East and Africa

APAC

Latin America