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Siebel glitch cuts off AT&T Wireless GSM accounts

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10th Nov 2003
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An upgrade to Siebel software has been blamed for problems preventing AT&T Wireless customers from activating new GSM mobile-phone accounts or making changes to existing GSM service.

Problems began when new software was installed last Saturday, blocking access to customers GSM accounts. Those customers whose service was already been activated could use their GSM despite the problem, but could not make changes to the service.

Siebel declined to comment, but Patrick Walravens of JMP Securities, said in a note to clients that the problem occurred during an upgrade to a new version of Siebel's CRM software.

"The timing is really unfortunate for Siebel," he said. "After a lot of problems, it seemed like they were making progress... You don't usually see systems that are already up and running fail. When it went down, it took part of AT&T's business with it. This is unusual."

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