Excite@Home Announces New Suite of Installation Software and Services

REDWOOD CITY, Calif., Oct. 17 /PRNewswire/ -- Excite@Home (Nasdaq: ATHM), the leader in broadband, today announced the release of a package of software and services designed to simplify installation of the high-speed @Home(SM) service. These new solutions include a kit that enables customers to install the @Home service themselves, as well as software that streamlines installation and lowers ongoing support costs for cable operators.

With the release of these new products, Excite@Home now offers a cost-effective installation solution for consumers and cable partners. Excite@Home targets consumers by offering the QuickStart Kit, a customer-friendly, easy-to-use kit that allows most consumers to perform a complete install with no technician involvement. The core of the kit, the Startup CD, benefits both cable operators and new customers by providing a step-by-step wizard that walks the technician or the customer through the entire set-up process to allow simple, error-free installation. Other services enabled by the CD also are expected to create long-term operating cost savings for the cable partners.

"This software revolutionizes the installation process for the cable operators, and creates a new opportunity for the individuals who want to install the service themselves," said Byron Smith, executive vice president, consumer broadband services and chief marketing officer for Excite@Home. "This is a critical step for us as broadband reaches the mainstream consumer audience and is a giant leap toward bringing broadband to a broader section of the marketplace."

"We're pleased that Excite@Home is achieving good progress in making broadband Internet access even more user friendly. We believe this kind of approach will make our high-speed data product even more accessible to consumers. We're continuing our joint efforts with Excite@Home to be able to extend this solution to AT&T; customers in the months ahead," stated Susan Marshall, senior vice president of data services at AT&T; Broadband.

The QuickStart Kit: Broadband in a Box

The QuickStart Kit's mission is two-fold: 1) to provide a top-notch installation experience that allows customers to install the @Home service themselves with only one call to the participating cable operator; and 2) to allow cable operators to maximize the number of installations of the @Home service (and minimize technician involvement) by enabling customers who purchase a QuickStart Kit to install the service themselves.

"We worked closely with Excite @Home to develop and launch the Comcast @Home QuickStart Kits for our markets," said David Juliano, senior vice president and general manager of Comcast Online Communications. "Installation of the service is a key factor in our joint success, and Excite@Home now is providing solutions that make broadband Internet access quick, easy and convenient for customers to install. This new software supports our continued efforts to deliver superior service and new products to our customers."

Unlike other "self install" products that require significant technician intervention and long wait times, the Excite@Home QuickStart Kit makes getting the @Home service as easy as 1-2-3. Consumers can now purchase a QuickStart Kit and a cable modem from their participating local cable operator or from a host of retail locations and install the service themselves in a few quick and easy steps.

The QuickStart Kit includes all the materials needed to complete a home installation -- a Startup CD, an @Home user guide, an installation guide, a getting-started card, and the required cabling and connectors. The kit provides customers with a premium installation experience and walks the customer through the installation process with step-by-step, easy-to-follow instructions. The first step for the consumer is to call the cable operator to have an account established. Next, the customer inserts the Startup CD, and is presented with a straightforward, consumer-friendly wizard that simplifies the entire installation process.

"Putting forth options for our customers to connect to our network without an appointment is an important step in scaling our residential high-speed data business. We're thrilled with the work that has been done with Excite@Home and the self-install kit to ensure a customer-focused 'out-of-the-box' experience," said Steve Gorman, Cox Communications' director of marketing for Residential Data Services. "Currently, Cox is solidifying plans to roll out this offering in select markets 4Q of 2000, with additional markets to follow early 2001."

Streamlined Installation - Lower Costs for Cable Operators

This new suite of installation services provides an adaptable, flexible solution for cable operators and streamlines all stages of the set-up process. For instance, in some cases technicians may have to visit the residence for installation of the @Home service. The Startup CD helps simplify the installation process for technicians by providing a step-by-step uniform checklist of procedures that technicians follow when they install the service in a subscriber's residence.

The Startup CD provides a simple, clear user interface and offers highly detailed reporting to the cable operators, including audits of all technician activity during installation. Also, unlike competing software, the Startup CD will be made available to cable partners as part of their existing relationships with Excite@Home.

The Startup CD enables the following services that ensure the delivery of a high-quality customer experience:

Startup Installer -- The Startup Installer provides all the components necessary for quick installation, from pre-qualification through final test. Startup Installer ensures that a customer's system meets all minimum service requirements, configures the system consistently and correctly for the @Home service, tests IP and service connectivity, and tracks installation progress and technician success.

Support Center -- The Support Center provides desktop help for connection issues, online help for extensive service questions and a Healing Agent for deep, system-level, behind-the-scenes assistance. On the back end, the Support Center provides support representatives with a range of powerful tools to identify, correct and track issues easily over the Internet or phone, ultimately leading to greater customer satisfaction.

Broadband Platform with Launcher and Service Advisor -- The Broadband Platform is a foundation layer for current and future applications. The Launcher provides a single location for subscribers to access all @Home applications. The Service Advisor provides instant alerts to subscribers regarding scheduled outages and maintenance, new @Home services and other critical subscriber information.

InfoCenter -- The InfoCenter provides cable operators with the ability to dynamically generate customer reports related to the installation process in real-time, from any Web browser. With details on installation quality and connection status by headend or individual technician, the cable operator has the information to understand and manage the subscriber acquisition process.

Availability and Pricing

Excite@Home is working with its cable partners to distribute this package of software and services across all markets. Comcast will be deploying the QuickStart Kit, as well as all the software and services, in its markets at the end of October, with broader rollout with our other cable partners in the coming months.

Suggested retail price for the QuickStart Kit is $29.95. Kits will be available through participating cable operators, as well as retail outlets, such as Circuit City and CompUSA, on October 30. The suite of installation and support services is available to cable operators that have an existing relationship with Excite@Home as part of their contractual arrangements.

About Excite@Home

Excite@Home (Nasdaq: ATHM) is the leading broadband online service provider, offering residential and commercial broadband services, with a global footprint of 105(1) million homes under long-term cable and DSL contract. Excite@Home offers consumers broadband services over cable-modem, DSL and other 'last-mile' connections and businesses high-speed commercial services. Excite@Home has over 30(1) million cable franchise homes under contract outside of North America and localized versions of the Excite(SM) service in 10 leading international markets.

NOTE:
Excite@Home, @Home, Excite, and the stylized logo are service marks or registered service marks of At Home Corporation in the United States and other countries.