Enterprise and Government Reference Guide
Jul. 5, 2013

Lifecycle Services

Adding or Changing a Feature or Rate Plan

 

Corporate Responsibility Users: Adding or Changing a Feature or Rate Plan

 

Depending on how you set up your account, features on Corporate Responsibility User accounts can be added or changed by:

 

  • Corporate Responsibility Users and Authorized Order Placers
  • Authorized Order Placers only

 

Note that the names of individuals who can order on Corporate Responsibility User accounts must be in your company profile. If Corporate Responsibility Users are allowed to make changes, those types of transactions must be listed in your company profile. To have your profile updated, speak with your Account Team.

 

Feature or Rate Plan Changes

 

Premier can be used to make feature and rate plan changes. Processing can take up to 48 business hours. Immediate changes may be made by phone.

 

If an Authorized Order Placer wants to request an immediate change to a feature or rate plan change, they may contact the following Authorized Order Placer line on behalf of the user:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern Time

 

If an approved Corporate Responsibility User wants to request an immediate change to a feature or rate plan, they may contact the following Business End User Care line:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Bulk Feature Changes 

Emailing the Change Request Form is another convenient way to request feature changes, including bulk changes. Processing time varies depending on the number and type of requests submitted. Use the Change Request Form and submit it to your Account Team or email it directly to Business_Support@amcusotmercare.att-mail.com. Change requests submitted by email can take up to 10 business days, or as communicated, based on size, complexity, and available resources.

 

Individual Responsibility Users: Adding or Changing a Feature or Rate Plan

 

Individual Responsibility Users may add or change features or rate plans by using the following information to go online or call a customer service representative:

 

www.wireless.att.com

24 hours a day, 7 days a week

1-800-331-0500

24 hours a day, 7 days a week

 

Adding International Services

 

AT&T provides international long distance dialing from the U.S. to over 220 countries. AT&T also provides wireless voice roaming in more than 215 countries and data roaming in more than 180 countries. Add International Roaming and International Long Distance Dialing features before your travels.

 

You may call one of the following numbers below to request features. When you talk to a representative, request International features. You should particularly mention if the user will want to make calls only to and from the U.S. or between other countries. If the user only wants to call overseas from the U.S., then the AT&T International Dialing feature will be added instead of the combined International Roaming and Dialing feature. Allow up to 48 hours before traveling internationally for features and services to be available while traveling abroad. For more details, see the AT&T World site at www.att.com/Global.

 

Company Administrators

(Telecom Managers) and Authorized Order Placers

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern Time

End Users

1-800-331-0500

24 hours a day, 7 days a week

 

Troubleshooting Roaming Technical Issues While Overseas

 

If a wireless user's device works incorrectly while they are roaming internationally, the user should call from a landline phone so they can walk through troubleshooting steps with the International Roaming Technical Troubleshooting representative. Company administrators (telecom managers) may call on behalf of a Corporate Responsibility User, but administrators must have detailed information about where the user is trying to roam, what device they are using, and the specific problems they are experiencing. To troubleshoot an international roaming issue, call one of the following numbers:

 

While domestic

1-800-331-0500

24 hours a day, 7 days a week

When calling from overseas

1-916-843-4685

24 hours a day, 7 days a week

 

Changing a Phone Number or Area Code

 

Corporate Responsibility Users: Changing a Phone Number or Area Code

 

Company administrators (telecom managers) may use Premier to make a wireless phone number change for Corporate Responsibility Users. This is done in the Manage section of Premier. Processing can take up to 48 business hours.

 

To change a phone number or area code right away, Authorized Order Placers may contact the following Authorized Order Placer line:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern Time

 

To change a phone number or area code, an approved Corporate Responsibility User may contact a customer service representative directly:

 

1-800-331-0500

24 hours a day, 7 days a week

 

If an approved Corporate Responsibility User wants a new wireless number that is outside of the current cellular service area, they should contact National Business Ordering at the following number, and choose the option for new service:

 

1-888-444-4410

Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time

 

Individual Responsibility Users Changing a Phone Number or Area Code

 

If the number they want to change is remaining in the same service area, Individual Responsibility Users may call the following line:

 

1-800-331-0500

24 hours a day, 7 days week

 

If the new wireless number will be outside of the current cellular service area, Individual Responsibility Users should call the Relocation Team at the following number:

 

1-866-999-1166

Monday through Friday, 9:00 a.m. to 10:00 p.m. Eastern Time

Saturday, 11:00 a.m. to 7:00 p.m. Eastern Time

 

Changing User Information

 

Corporate Responsibility Users: Changing User Information

 

To change user information such as name and address, company administrators (telecom managers) may use Premier or contact the following AOP line:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern Time

 

To change user information, an approved Corporate Responsibility User may contact Business End User Care directly at the following number:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Administrators may also change user information by emailing a Change Request Form to Business_Support@amcusotmercare.att-mail.com.

 

Individual Responsibility Users: Changing User Information

 

To change user information, Individual Responsibility Users may use the following information to make requests online or call a customer service representative:

 

www.wireless.att.com

24 hours a day, 7 days a week

1-800-331-0500

24 hours a day, 7 days a week

 

Equipment Returns

 

AT&T will exchange/refund one device per purchase up to 14 days from shipping date of device; Corporate Responsibility Users (CRUs) under an AT&T business agreement have 30 days for devices other than tablets. See our complete return policy at www.att.com/returns.

 

Equipment Warranty Exchange (15 days to one year)

 

Most equipment that is over 15 days and under a year old is under a manufacturer’s warranty. To ensure seamless and efficient processing, AT&T will troubleshoot and, if applicable, exchange your equipment for other similar equipment.

 

Warranty Support

 

Most equipment that qualifies for a warranty exchange can be handled by calling Warranty Support. Accessories may also be exchanged as a result of troubleshooting the device. Have the IMEI number from the device written down before calling, and the defective equipment available for troubleshooting. Do not call in on the defective equipment. Bulk exchanges can be supported only by the Account Team.

 

Customer Type

Exchange Type

Department

Contact

Individual Responsibility User

Device

Warranty Support

1-800-801-1101

Monday through Friday,

7:00 a.m. to 11:00 p.m. Eastern Time

Saturday,

9:00 a.m. to 7:00 p.m. Eastern Time

Sunday,

12:00 noon to 9:00 p.m. Eastern Time

Individual Responsibility User

Accessory

Company-Owned Retail Store

www.wireless.att.com/find-a-store

Corporate Responsibility User

Device Accessory

End User Care

1-800-331-0500

24 hours a day, 7 days a week

Company Administrator

(Telecom Manager) or Authorized Order Placer

Device Accessory

National Business Services

1-800-999-5445

Monday through Friday,

8:00 a.m. to 8:30 p.m. Eastern Time

 

Device Support Centers

 

Device Support Centers are walk-in service locations designed to assist eligible customers with free warranty service, and are open seven days a week during normal retail service hours.

 

If your phone is in warranty and is one of the Device Support Center's featured devices (currently located at www.att.com/dsc), you can request service at a Device Support Center. A current list of Device Support Centers is also available at www.att.com/dsc. Phones with physical or liquid damage are not eligible for warranty service. To request warranty service, you must be an authorized user on the account. Device Support Centers are unable to assist with bulk exchanges. Please contact your account team for support for bulk exchanges.

 

When you visit a Device Support Center, bring the defective device along with the associated active smart chip (also called SIM) to the location for effective troubleshooting.

 

Device Support Centers are staffed with specialists in servicing warranty needs who are there to assist you with several services free of charge:

 

  • Face-to-face troubleshooting
  • Same-day warranty exchanges
  • Transfer of address book and other data, such as pictures and text messages
  • Education on complex features and functions

 

Contract Questions

 

Direct all contract-related questions to your Account Team.

 

Reporting Suspected Fraud

 

Various types of fraud can occur, including subscription fraud and unauthorized equipment charges. To report suspected fraud, please call the Fraud Department at the following number:

 

1-877-844-5584

Monday through Friday, 8:00 a.m. to 7:00 p.m., all time zones

Saturday, 8:30 a.m. to 5:00 p.m.

(Exact times vary per time zone.)

 

Depending on the type of problem, you may be connected to a specialized team whose working hours may vary.

 

During off hours, Authorized Order Placers may call the AOP line, or wireless users may call a customer service representative directly at the following number:

 

1-800-331-0500

24 hours a day, 7 days a week

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