Closed Caption Access - Formal Complaint

[Uniblurb3 ACE - Guru]

Below is a formal letter of complaint which is self explanatory. It was sent/mailed today (09/09/2010) to R.S. of AT&T Inc.. This issue involves the very complicated and difficult process to access closed captions on the current AT&T U-verse TV system. Those with hearing impairments/disabilities, and others who use closed captions, must use 45 clicks (steps) of the remote control for turning the closed caption on, and then off again. Hopefully AT&T U-verse will correct this problem so the closed captions are much easier to access.

In addition to this letter, a written closed caption complaint on this issue was emailed on 09/08/2010, 1:51 pm EDT, to Ms. C, AT&T Regulatory. The same written complaint was emailed to Ms. Y, who is a new closed caption contact listed on the new one page AT&T U-verse billing statements. The written complaint was emailed to Ms. Y on 09/09/2010, 11:20 am EDT.

It is rather disturbing the new format AT&T U-verse billing statements (Aug, 2010) are ambiguous as to who "Written Closed Caption Complaints" are to be sent to. AT&T Regulatory is no longer listed on the billing statement as a contact. Ms. Y was listed under "Written Closed Captioning Issues" on the revised July, 2010 billing statements but is only listed under "Closed Caption Technical Support" on the Aug, 2010 statements. "Written Closed Captioning Issues" with "Mailing Address" are listed on the new billing statements but there is only blank space next to these listing. Hopefully AT&T U-verse will revise these billing statements to clarify who "Written Closed Caption Issues" are to be sent to.

Sorry for going off topic but believe it is important to clarify who closed captioning complaints/issues are to be sent to. If others want to file a written complaint on this "Closed Caption Access" issue I would email Ms. Y at the email address on your billing statement.

In trying to adhere to the U-Talk forum guidelines/policies personal information has been edited in this post. This includes names, titles, email addresses, mailing addresses, phone numbers, etc.. Hopefully the moderator will not need to edit out additional information.

Will keep you posted on contacts, or progress, in resolving this closed captioning issue.

R.S., XXX

AT&T, Inc.

AT&T Corporate Headquarters

(Address removed)

SB (my name)

(Address removed)

September 9, 2010

RE: AT&T U-verse TV, Closed Captioning Access – Formal Complaint

Dear Mr. S.,

My name is SB (name) and I have worked closely with various facets of AT&T U-verse in resolving problems, and for the overall improvement, of closed captioning on U-verse TV service. These departments include AT&T Regulatory, Executive Escalations, Customer Relations, Customer Advocacy, Social Media, Tier 2 Support Operations, etc.

These contacts were in regards to problems with the closed captioning on the MTV Networks and the "Video on Demand" movies offered through U-verse TV. Both of these nationwide problems were corrected by AT&T U-verse. The staff worked very cooperatively and diligently on resolving these problems. This is greatly appreciated by those who rely on closed captions.

Please consider this a written formal complaint in regards to the current system used by AT&T U-verse for accessing closed captions on U-verse TV. I am filing this complaint on behalf of the many U-verse users with diagnosed hearing impairments, or hearing disabilities, that depend solely on these closed captions for their communications.

The current AT&T U-verse TV system requires 23 clicks of the remote control to access, or turn on, the closed captions. It also takes 22 clicks of the remote to turn the closed captions off. This is an extreme hardship on those who use, or depend on, closed captions. No other provider (cable, satellite, etc.) requires such an extensive and difficult process to activate closed captioning.

The exact steps for turning on the digital closed captions with the remote control are as follows: Menu > Recorded TV > On Demand > Interactive > Services > Options > Channel Options > System Options > Audio/Language Options > OK - Audio program and language > Closed captioning > OK > Digital closed captioning (change) > OK > Off > Closed Caption 1 > OK > Don't save > Save > OK > Exit to.

As you can see this is a very difficult procedure and if you also want to turn on the "standard closed captions", for standard definition TV channels, it involves another 6-7 steps. The procedure for turning off the digital closed captions is the same except for clicking on "Off", instead of "Closed Caption 1", at the end. Again, it takes 22 steps for turning off these closed captions.

Many users with hearing disabilities live with others who may not need to use closed captioning for their communications. As mentioned above it will require 22 clicks of the remote to turn the closed captions off. Regardless, 45 steps for turning the closed captions on, and then off, is ridiculous.

It should also be noted that many digital and HDTV's have the capability of displaying closed captioning from the input signal received. But with U-verse TV service it is not possible to use this type of signal system so this TV feature cannot be utilized. Users have no other option but to use the very cumbersome U-verse closed captioning system.

The AT&T U-verse remote controls have three (3) colored buttons across the middle of the remote. After 4+ years since AT&T U-verse service was started only the yellow triangle "A" button is currently in use for "AT&T U-bar". The green square "B" button and the round red "C" button currently have no function. It is suggested the "C" button be used to turn on, and turn off, closed captioning. This would make the most sense since closed captions are often abbreviated "CC". I realize this may not be an easy task but it would greatly assist those with hearing disabilities.

If for some reason the "C" button on the remote control cannot be programmed to control the closed captions a shorter method for turning them on/off is needed. Most all other providers cater to those with hearing disabilities and closed captions can be turned on/off with 2-3 clicks of the remote. AT&T U-verse needs to drastically reduce the 45 clicks of the remote for turning the closed captions on and then off.

I would only hope that AT&T U-verse is trying to comply with the standards of the American's with Disabilities Act in regards to offering closed captions to those with hearing disabilities. The current U-verse TV closed captioning system almost appears to be discriminating against these disabled users since the process for accessing closed captions is so difficult.

Hopefully AT&T U-verse will find a solution to this problem so they can continue to be a leader in catering to people with disabilities. After all, the two nationwide problems mentioned at the beginning of this letter were corrected which is greatly appreciated.

In addition to being an advocate of closed captions for the hearing impaired I am also a very active member, and a Community Leader, of the AT&T U-verse U-talk Forum. This complaint will be posted on the U-talk website under the "U-verse TV - Features" category. The title of the thread will be "Closed Caption Access - Formal Complaint". Below is a URL for the U-talk website and my user name is Uniblurb3. http://utalk.att.com/utalk/

On the U-talk website you can find many complaints under "Closed captions", and similar threads, on accessing closed captions with U-verse TV. It should also be noted that many users other than those with hearing impairments use closed captions.

This written complaint was emailed to Ms. C, (title removed) of AT&T Regulatory, Washington, D.C., on 09/08/2010, 1:51 pm EDT.

Email: xxxxxx@att.com.

It will also be emailed on 09/09/10 to Ms. Y, AT&T Closed Captioning, (address removed), who appears to be a new contact on the new AT&T U-verse billing statements.

Email: xxxxxxxxxxxxxxxxxx@att.com.

On behalf of those with hearing disabilities I again urge AT&T U-verse to improve on their system of accessing closed captions on U-verse TV. Catering to those with hearing disabilities/impairments, and complying with ADA standards, should be a top priority with AT&T U-verse.

Anything you can do to expedite the improvements for accessing closed captions would be greatly appreciated. Your personal support would mean a lot to users with hearing disabilities and their families.

Thank you for your consideration and I am looking forward to being contacted on this closed captioning issue.


Sincerely,

SB (name)

email: (my email address)
phone: (removed) 

[spd2demun ACE - Master]

Very good, A+++!

I appreciate your efforts on this matter and sticking to it, sure other CC fans do as well!

I was thinking an EASY FIX could be for them to put it in the ZOOM button menu.

They recently added FAVORITES add/delete there, so why not CC off/on?

Know there are Digital and Standard choices, but if those are set in the CC Menu, the Zoom Menu button could just be used for on or off.

[telecom_dave]

Forgive my ignorance but wouldn't a hearing impaired person turn it on once and then leave it?  Just doesn't seem like something the average user would do over and over again. Just curious. - Dave

[BeeBeeSA ACE - Wizard]

---

telecom_dave wrote:

Forgive my ignorance but wouldn't a hearing impaired person turn it on once and then leave it?  Just doesn't seem like something the average user would do over and over again. Just curious. - Dave

---

From the OP's letter:

"Many users with hearing disabilities live with others who may not need to use closed captioning for their communications. As mentioned above it will require 22 clicks of the remote to turn the closed captions off. Regardless, 45 steps for turning the closed captions on, and then off, is ridiculous."

I would guess one or more family members needs CC and the rest don't. 

[spd2demun ACE - Master]

I'm not hearing-impared, but always have CC on.  Same deal, other family members do not want it on, I get yelled at.

Sometimes there's a weather alert crawl at the bottom, or a person's name I want to see; CC blocks that and by the time you get to the menu to turn it off, what you wanted to see is now gone.

Cable had a button on the remote to toggle CC off/on.

[RCSMG ACE - Master]

Sometimes one may be required to suffer for ones desires.

[NorthLineTony ACE - Czar]

Good leter, Uniblurb. Except that the A, B, and C buttons are interactivity. For example they may be used answering poll questions.

[XCSkater]

Thanks for your letter.  As good as U-Verse can be, many remote features are lacking.  I often rewind and turn on CC when I can't figure out what somebody said, or when kids are going to bed and volume needs to be low.  It's absurd to not have this available in a couple of buttons.  Right now we just use the equivalent feature directly on the TV remote (which is never nearby).

[Uniblurb3 ACE - Guru]

Thanks for the support guys.

09/09/10, 3:45 pm EDT: Received a phone call from Shella, AT&T Customer Advocacy. This is the same person I dealt with on the closed caption problems on the VOD movies which was resolved.

She was forwarded the email I sent to Ms. Y. My request will be forwarded to the "Private Development staff" who are AT&T Labs. This department works on "next enhancements" and improvements. She mentioned something about it might require a whole new remote in order to product one toggle closed captions. I told her if the "C" button on the remote can't be used can't they somehow create a shortcut to reach the closed captions for turning them on/off. Told her programmers and MIS people create shortcuts all the time. She said she has received complaints on this same issue before and users have told her there are only 6 steps for turning on the closed captions: Menu > Options > Audio/Language Options > Closed Captioning > Change > Save. Told her while this may be true you still have to click the remote 23 times in order to follow these steps.

It may be worth mentioning that she said she doesn't have U-verse service but believe she told me before it is not available in the area where she lives. She does seems very knowledgeable on how U-verse closed captions work but don't believe she has experienced the first hand knowledge on how difficult it is to use U-verse closed captions with the remote.

Shella said she will forward my complaint to the Development Department with the first option to use the "C" button for turning the closed captions on/off, and the second options is to find a shortcut to reach the closed captions.

I asked her who Ms. Y is since she is listed as the contact for closed captions on the U-verse billing statements? She said this is a new special department, which is also part of Customer Advocacy, since the written complaints/issues on closed captions where going everywhere throughout the whole system. This may be why AT&T Regulatory is no longer listed on the billing statements.

Also mentioned the problems/confusion on the new format billing statements where closed captioning problems/issues are supposed to be routed. She will check into this.

I asked Shella about the letter I sent to RS and she said typically those complaints are sent down to Customer Advocacy. Asked her if RS would even see it if it is sent down to Customer Advocacy? She said he may very well see it. Asked if this complaint would be going to Executive Escalations and she said it will come to Customer Advocacy.

Asked Shella to contact me if indeed anything is going to be done about my complaint. She said she would. I thanked her for her help in resolving the closed caption problems with the VOD movies and she appreciated the input. End.

Shella is a very nice person and kept me informed on working with her on past closed caption problems. I only hope that this closed captioning complaint does not get buried in a pile of other complaints somewhere.

I was kind of disappointed on how easy she made it sound to reach closed captions through only 6 steps. Those who use U-verse closed captions know how difficult it is to turn the closed captions on/off with 45 clicks of the remote.

Know RS is a very busy person and don't know if he ever sees complaints which are addressed to him. It would be nice if he saw this one and hope it is not automatically sent down to Customer Advocacy by his staff.

Kind of a shame AT&T Regulatory is no longer listed as a contact on the billing statements and they appear to be out of the loop on closed captioning complaints. They are the the last step between complaints to the FCC and AT&T/U-verse. Seemed like past complaints ended up in Executive Escalations and remember the head of Customer Relations calling me on fixes with the MTV Networks closed caption problems. Believe Customer Advocacy is now the department that handles all complaints and do not know how they fit in the U-verse hierarchy.

I know there are many U-verse users out there with hearing disabilities, and others who use closed captions, who have to be very frustrated with using U-verse closed captions. And I still stick by the 45 clicks of the remote for turning the closed captions on/off almost seems to be discriminatory against those with hearing disabilities according to the ADA standards on compliance.

Not quite sure how to gain support on this issue but those who would like to see this problem fixed may want to send an email complaint to Ms. Y who is listed on your billing statement. Thanks.

In the meantime I will plan my next action since will not let this complaint just sit somewhere without any consideration. Know it takes some time for these complaints to receive some attention and hopefully I may receive some other calls.

[dhascall ACE - Professor]

Good job, Uni.  Let us know if you ever hear (no pun intended) anything back.  The wife and I had problems with a resort (Great Wolf Lodge) dealing with cleanliness and handicap accessibility.  I wrote a letter to the individual lodge and corporate HQ and never got a response (such as thanks for letting us know, we will look into it, [text removed - keep it courteous], NOTHING)!

I rarely use CC but there are times that i do (or used to).  It's just too hard with UV.

[marcindublin]

Amen.

I will occasionally miss a key word or phrase and want to go back and see what I missed. The procedure is ridiculously cumbersome, but it could be worse. As I recall, Comcast used to (still?) required you to turn off the DVR and boot it into a special mode.

[TexasEd]

Once again, Uni -- you are the man!!  Another feature that would be useful would be to have CC auto on when you press the mute button.  That option is available in Windows Media Center and would be useful if you, for example, get a phone call and mute the TV.

Your tenacity on the CC issue is impressive.  Keep up the good work!

[Uniblurb3 ACE - Guru]

Thanks again for all the support Ed, and for the tip on using CC's in the Windows Media Center.

[spd2demun ACE - Master]

If anyone can get to the bottom of this, it will be Uni, I have faith!  Hi, to Charlie.

[SomeJoe7777 ACE - Geek]

Uni,

You may be interested to know that congress (both House and Senate) has passed bill S.3304 and sent it to the President for his signature.  This bill is the Equal Access to 21st Century Communications Act, and requires several regulations regarding video on TV, the Internet, and other playback devices.

One of the regulations is in the bill's section 204, section A, subsection aa, paragraph 3, which states:

(3) that for such apparatus equipped with the functions described in paragraphs (1) and (2) built in access to those closed captioning and video description features through a mechanism that is reasonably comparable to a button, key, or icon designated by activating the closed captioning or accessibility features;

which to me seems to indicate that it will no longer be compliant with federal regulations to have closed captioning solely activated via a menu selection that is deeply buried.  It sounds like the device must provide closed caption toggling using a one-button or other single-step mechanism.

Thus, AT&T may be required to comply with this by programming one of the unused remote buttons (hopefully the soft button "C") to toggle closed captioning.

[spd2demun ACE - Master]

That is good to hear!  I'd be happy if they'd just add it to the Zoom menu, that should be easy enough, right?

[Uniblurb3 ACE - Guru]

SomeJoe, thanks for the excellent information and for finding it. Believe I can make good use of it in helping to resolve the current closed captioning issues.

Evidently my letter to the Corporate Offices was completely ignored. I was never contacted and there was no acknowledgment the letter was even received. I also haven't heard from Shella, AT&T Customer Advocacy, on any progress.

Time to start making some more contacts to try and resolve this problem.

[Uniblurb3 ACE - Guru]

S. 3304, Equal Access to 21st Century Communications Act, was signed into law by the President last Fri, Oct 8, 2010.

http://news.yahoo.com/s/ap/20101008/ap_on_hi_te/us_obama_technology_disabled

A couple interesting excerpts from the article:

• Under the law, the quality of life will improve for 25 million people who are blind or have  difficulty seeing, along with the estimated 36 million people who are deaf or hard of hearing, advocacy groups say.

• Nondisabled people stand to benefit, too. They may find the devices and screens easier to use.
• The law sets federal guidelines that require the telecommunications industry to:
  _Add a button or other switch to television remote controls for simpler access to closed captioning on television.

10/13/10, 12:05pm ET: Called AT&T Corporate Offices and spoke with Val, Executive. Asked if my closed caption complaint letter was every received or reviewed by RS? She checked the file (Appeal Case # OHxxxxx) and said my letter was indeed received by the Chairman's and CEO's office. When asked, she could not tell if it was read/addressed by RS and was forwarded to Shella at Customer Advocacy.

I mentioned S. 3304 was signed into law by the President on 10/8/10 which will require "advanced communication" companies to provide direct access to closed captions rather than 23 clicks of the remote control for turning them on, and another 22 clicks for turning them off.

Thanked her for her assistance and for checking on where the letter went.

10/13/10, 5:15pm ET: Called Shella, Customer Advocacy, and mentioned it had been a month since we last spoke. Told her I called the Executive Offices to see if my letter was received. She said she thought she made it clear the letter would eventually come to her. I told her I understood that but didn't receive any acknowledgement the letter was actually received.

I asked her if there has been any progress in resolving this issue and know she sent my request to the Development Department? She said they do not receive any feedback, dates, times, changes coming, or even if the remote is capable of this, from the Development Department. I asked how the Development Dept. prioritizes the complaints, and knows which ones to work on, since they have to receive some which are "off the wall". She said they take all input/complaints very seriously and appreciate the input.

I'm still not sure which requests/suggestions take priority and it must be up to the internal hierarchy/workings of the Executive Offices on the making these decisions. It should be noted Shella told me she works in the Executive Offices for Customer Advocacy.

Mentioned S. Bill 3304 passing and a post/link can be found in this U-verse Community Forum thread. Went over some of the details of the bill.

I asked Shella to call me if she finds any progress has been made on this issue and thanked her for her help. She said indeed she will let me know of any progress or changes. End.

10/14/10, 1:30am ET: Sent a thank you email to Sen. Mark P. (AR) for sponsoring S. 3304 and for his hard work on having it passed. Told him it will be a great help to those with disabilities and will provide quicker access to closed captions for the hearing impaired.

[TexasEd]

Thanks, Uni, for keeping after this one!  If I could give you a kudo, I would!

Maybe we need to develop a pseudo kudo for those of us who can't!

[dhascall ACE - Professor]

Uni - I also wish that I could Kudo you but I'm still newer (not new, just a visitor).  The only thing that I have is a negative Kudo.  Maybe I could fix that, if I could upload images.  It only gives me a place to put in a url to a hotlinked image.  It did that after one other forum "upgrade."

[spd2demun ACE - Master]

Interim suggestion for Kudos--just Bookmark a post and come back later after your power has been restored.

And as usual, great job, Uni, on one of my favorite subjects.

[Uniblurb3 ACE - Guru]

Thanks guys for the support.

Have a few more organizations/agencies to contact. Hopefully AT&T U-verse is considering a fix for this problem.

[cjradz]

I want to add my thanks for your efforts!  I have tried talking to customer service about this numerous times but had the feeling that my complaint was going nowhere. It has been 3 months since your original letter, I hope the ATT labs don't need much longer to come up with a solution.

[dhascall ACE - Professor]

Uni - may be time for a follow up to RS and the escalations folks.  Even with the new laws, I'm sure that AT&T and others will drag their feet as long as possible.

[Uniblurb3 ACE - Guru]

Agree Dave and it is in the back of my mind. I've been dealing with all the legal issues/financial/burial/monument stuff with my father in law's passing, all my broken down Jeeps, family visiting for extended stays, and the busy Christmas season. Really haven't had the time to post much at all.

Meanwhile developing a plan to get their attention on this closed caption issue and have some contacts to make.

Unfortunately Executive Escalations has set up a system to kick down any closed caption complaints to lesser departments. (eg. change in contacts for closed caption complaints on U-verse bills). My complaint letter to the CEO was also kicked down and don't know if it ever reached him. This sure doesn't say much for AT&T U-verse even attempting to acknowledge there are closed caption problems with their services for the hearing impaired/disabled.

They may not be able to ignore my next move so easily.

[dhascall ACE - Professor]

Thanks - Sorry for all of the pain you and Mrs. Uni have been going through.  You all are in my prayers.

Kicking complaints down is how escalations works.  In my case (Urge), they kicked it back to the local office  and then it went back up.  That is how they roll. 

[Uniblurb3 ACE - Guru]

I made some more contacts (3) and removed the names/addresses/phone numbers in order to comply with Forum guidelines.

12/28/2010, 2:46 pm EDT: Sent the below email to President O. on Pennsylvania Ave. and requested a reply.

Dear President O.,

Thank you so much for signing S.3304, Equal Access to 21st Century Communications, into law on 10/8/2010.

I am a strong proponent of the ADA, especially for the hearing impaired and hearing disabled. (36 million people in the U.S.).

The AT&T U-verse television service currently requires 23 clicks of the remote control for turning TV closed captioning on, and another 22 clicks for turning them off.

Requiring 45 clicks of the remote control for turning the closed captions on, then off again, is an extreme hardship on those who depend on closed captions for their communications. There are others who also use closed captioning.

This lack of closed captioning access by AT&T U-verse may border on outright discrimination against those with hearing disabilities and impairments according to the ADA standards of compliance, and the new regulations (204, section A, subsection aa) in S.3304.

The above subsection aa, paragraph 3, refers to "access to closed captioning by button, key, or icon designated by activating closed captions".

My repeated contacts with AT&T U-verse, including sending a formal letter of complaint to R.S., CEO, AT&T Inc., on this closed caption access problem, have been completely ignored as far as working towards a solution.

If there is anything you can do to expedite the enforcement of S.3304, in regards to AT&T U-verse's implementation of direct access to closed captioning, it would be greatly appreciated.

Thank you for your consideration.

Sincerely, (my name)

---

(2nd contact on next post)

[Uniblurb3 ACE - Guru]

National Association of the Deaf (NAD):

"The NAD seeks to ensure that new technologies, applications, and equipment are accessible, available, and affordable to people who are deaf or hard of hearing". In addition to email they can also be contacted on Twitter and Facebook.

1/4/2011, 12:14 pm: Sent the below email to NAD:

Although I'm not deaf, or hearing impaired, I am a very strong proponent for closed captioning on television programming. My mother is hearing impaired as well as was my brother.

Currently closed captioning on the AT&T U-verse television services requires 23 clicks of the U-verse remote control to turn the closed captions on, and another 22 clicks to turn them off. This lack of easy access to closed captioning is an extreme hardship on those who are deaf or hearing impaired.

In addition to requiring 45 clicks of the U-verse remote control for turning the closed captions on/off you cannot use your TV for easier closed caption access with the IPTV U-verse signal.

It appears AT&T U-verse is discriminating against the deaf, and/or hearing impaired, according to the ADA standards of compliance.

I have worked closely with the upper hierarchy of AT&T U-verse in correcting problems with their Video on Demand (VOD) programming and problems with closed captioning on the MTV Networks. They were very receptive to correcting these problems which were eventually fixed nationwide.

AT&T U-verse has now developed a closed captioning complaint system which is much more difficult to reach those in the higher levels of their organization.

I have run into a "roadblock" in trying to have AT&T U-verse improve their closed captioning system for much easier access to those who require closed captions for their communications. It should be noted the U-verse remote control has several unused buttons including a red "C" button which would be perfect for accessing closed captioning.

My communications have included a complaint letter to the AT&T CEO (9/9/10), phone conversations with AT&T Customer Advocacy, an email to "AT&T Closed Captioning", an email to Senator Mark P. who sponsored S.3304 ("Equal Access to 21st Century Communications"), and even an email to President O. on AT&T U-verse's non-compliance with the ADA/S.3304 (12/28/10).

It should be noted S.3304, regulation 204, section A, subsection aa, paragraph 3, states: "access to closed captioning by button, key, or icon designated by activating closed captions".

All of my communications have been to no avail and AT&T U-verse continues to provide the most difficult access to closed captioning by any television service provider.

You would think with AT&T being a leader in the telecommunications industry they would try to accommodate those who are deaf or hearing impaired

I need your help and assistance on this closed captioning issue. We both hope to accomplish the same goal; to have access to closed captions as easily as possible for the deaf and hearing impaired.

Would you please contact the AT&T CEO at the below address/phone number and try and convince him to accommodate those who are deaf or hearing impaired.

R.S., CEO
AT&T, Inc.
AT&T Corporate Headquarters
(full address was included)

Ph: xxx-xxx-xxx

Thank you for your assistance and support. Our support is mutual.

Sincerely, (my name)

[Uniblurb3 ACE - Guru]

The National Concil on Disability (NCD)

"An independent federal agency making recommentdations to the President and Congress on issues affecting 54 million Americans with Disabilities".

1/4/2011, 2:30pm EDT: Sent the following email to the NCD:

My name is S. and I'm a strong proponent for providing easy access to closed captioning on television services, AT&T U-verse in particular, for the deaf and hearing impaired.

I have read information on the NCD and it is my understanding you make recommendations to the President and Congress on issues affecting 54 million Americans with disabilities.

There are currently an estimated 36 million Americans who are deaf or have hearing disabilities.

In compliance with the standards of the ADA, and with the signing of S.3304 ("Equal Access to 21st Century Communications") into law on 10/08/2010, access to closed captioning should be simple for the deaf and hearing impaired.

This is definitely not the case with AT&T U-verse television services where it requires 23 clicks of the U-verse remote control for turning the closed captions on, and another 22 clicks for turning them off. No other television provider requires such a cumbersome, and discriminatory, system for accessing closed captions by those who depend on them for their communications.

I have already sent an email to President O. (12/28/2010) on this issue and am waiting on a reply.

Rather than duplicating information please read the below email I sent to the National Association for the Deaf (NAD) today, January 4, 2011.

Attached to this email is a letter of complaint sent to R.S., CEO, AT&T Inc., on this closed captioning access issue. (9/9/2010). *note: see 1st page in this thread for copy of letter sent/attached.

Since my contacts with AT&T U-verse have been futile, and I have not been made aware of any progress towards resolving this closed caption access issue, I would appreciate any support you can offer to bring AT&T U-verse within compliance.

Also if you could help expedite the legal requirements of S.3304, for companies such as AT&T U-verse, it would be greatly appreciated.

Thank you for your support of Americans with disabilities including those who are deaf or have hearing disabilities.

Sincerely, (my name)   


Email sent to the National Association for the Deaf (NAD) on 1/4/2011, 12:14 pm EDT:

* See previous post for the email sent to NAD

  End.

[spd2demun ACE - Master]

You rock, Uni!

I very much appreciate your efforts since I use CC every day (and no hearing impairment).

It's really sad that those who DO need it cannot use it with just the click of one button.

I guess the stockholders do not see this as a priority?