Enterprise and Government Reference Guide
Jul. 5, 2013

New Service, Device, and Upgrades

Ordering New Service

 

Ordering through Premier

 

Premier provides the easiest and most convenient option for Authorized Order Placers (AOP) and Corporate Responsibility Users (CRU) to use to order equipment and service online. Your Account Team can request a Premier site for your company and will provide you with a URL, login, and password. The login is located at www.wireless.att.com/businesscenter.

 

Ordering by Phone

 

1-800-999-5445

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

 

AT&T accepts Corporate Responsibility User (CRU) activation orders and requests from Authorized Order Placers (AOP).

When you reach the voice menu, choose the option for new service. To order new service, you must provide:

 

  • Foundation account number (FAN)
  • Password on the account (if applicable)
  • Equipment model and accessories you want to order
  • Rate plan
  • User-defined label field information (if applicable)
  • Billing account number (BAN), if you want to bill to an existing billing account
  • Bill-to address
  • Ship-to address
  • End user name and address
  • Payment method
  • Social Security Number (for Individual Responsibility Users only)

  

Porting a Number from Another Carrier

 

When porting, please have a copy of the bill (along with the account verification information) from your former wireless carrier, so you can provide the exact information from the bill. Since your previous carrier must approve the release of your number to AT&T, porting takes two to three days longer than a regular order.

 

Individual Responsibility Users (IRU) Ordering through an AT&T Retail Store

 

Individual Responsibility Users (IRU) can order new service at an AT&T-owned retail store. They are required to provide employee identification, such as an employee badge or pay stub, to take advantage of corporate discounts for which they qualify. Restrictions apply, such as restrictions on which plans may be discounted.

 

Corporate Responsibility Users (CRU) Activating a Device after Receiving It

 

Corporate Responsibility Users (CRU) receive a device that is already activated, unless they are:

 

  • Migrating from the former AT&T Wireless to service with the new AT&T.
  • Porting from another carrier to the new AT&T.
  • Replacing an existing device.

 

Phones and Devices Ordered from National Business Ordering (NBO)

 

If you want to activate your new AT&T device that was ordered via the NBO department:

 

An End User should contact National Business Ordering (NBO) at:

 

1-888-444-4410

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

 

A Telecom Manager or other Authorized Order Placer (AOP) should contact National Business Services at:

 

 

1-800-999-5445

24 hours a day, 7 days a week for automated activation

 

When you reach the voice menu, choose the option to activate a phone or device. This option sends you to an automated activation line. If the phone or device fails to activate, you will be routed to a live representative for assistance.

 

Phones and Devices Ordered from Premier


If your order was placed via the Premier site, follow the instructions that came with your phone, informing you to contact (866) 499-8008 to activate the new equipment.

 

To activate a device, please have your device in hand and be prepared to provide:

 

  • The IMEI number from the box or inside of the phone base.
  • The smart chip (also called SIM card) number.
  • The user's name, as well as the billing account number (BAN).

Note that certain upgrades to new equipment may require new rate plans, features, or promotions.

 

Individual Responsibility Users (IRU) Activating a Device after Receiving It

 

Individual Responsibility Users (IRU) who order new service from Premier or from an AT&T retail store should follow the instructions received with the phone or device.

 

Phones and Devices Ordered from National Business Ordering (NBO)

 

If an Individual Responsibility Users (IRU) ordering a new wireless device from National Business Ordering (NBO) receives an inactive device, they should follow the instructions in the box, informing them to contact the Contract Acceptance and Activation Line:

 

1-866-895-1099

24 hours a day, 7 days a week

 

Individual Responsibility Users (IRU) should have their wireless phone or device available and be prepared to provide their Social Security Number and billing ZIP code.

 

If the equipment was ordered via National Business Ordering (NBO), the Individual Responsibility Users (IRU) must validate their employment status via the Online Validation Process to receive the program benefits.

 

Individual Responsibility Users (IRU) validation is done by going to www.att.com/wirelessdiscounts and following the instructions.

  

Canceling an Order

 

An order cannot be changed or canceled after it is submitted. AT&T will exchange/refund one device per purchase up to 14 days from shipping date of device; Corporate Responsibility Users (CRU) under an AT&T business agreement have 30 days for devices other than tablets. See our complete return policy at www.att.com/returns.

 

The Premier Order Management Center handles issues and order tracking after the order is placed, as well as pending and canceled orders.

  

Ordering Accessories

 

AT&T offers a comprehensive set of business accessories for your wireless voice and data devices, including chargers, Bluetooth®, memory cards, and more. Once a Premier website has been established for your company, you will have access to a wide selection of accessories for the devices we carry.

 

Authorized Order Placer (AOP) may contact the AOP line:

 

1-800-999-5445

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

 

An approved End User may contact the Business Customer Services line directly:

 

1-800-331-0500

24 hours a day, 7 days a week

 

To order accessories for the devices AT&T no longer carries, go online to www.att.com/WirelessAccessories or contact the Accessory Hotline at:

 

1-800-933-1313

Monday through Friday, 8:00 a.m. to 12:00 a.m. Eastern Time

Saturday, 9:00 a.m. to 9:00 p.m. Eastern Time

Sunday, 10:00 a.m. to 9:00 p.m. Eastern Time

 

The Accessory Hotline requires credit card payment.

  

Enrolling for Program Benefits

  

Individual Responsibility User (IRU) Enrollment

 

Employees must go through a validation process to become attached to a FAN as a valid Individual Responsibility User (IRU). Please direct employees that you want to participate in your program as an Individual Responsible User (IRU) to go to www.att.com/wirelessdiscounts and follow online Individual Responsibility User (IRU) validation process. If online validation is not possible, the employee must go to an AT&T-owned retail store.

  

Corporate Responsibility User (CRU) Enrollment

 

A Corporate Responsibility User (CRU) enrollment is a request for an existing line to be "attached" to your foundation account number as a Corporate Responsibility User (CRU). Once the line is attached to the foundation account number as a Corporate Responsibility User (CRU), program benefits available under your contract will be applied.

  

Corporate Responsibility User (CRU) Enrollment through Premier

 

Once a Premier website has been established for your company, Telecom Managers can request Corporate Responsibility User (CRU) enrollment.

  

Corporate Responsibility User (CRU) Enrollment by Phone

 

Customer Services can enroll a Corporate Responsibility User (CRU) and attach their account to the appropriate foundation account number so that the user can start receiving contracted discounts and appropriate billing. This may result from an Individual Responsibility User (IRU) becoming a Corporate Responsibility User (CRU), or simply involve attaching an eligible employee with service to your foundation account number as a Corporate Responsibility User (CRU). For Corporate Responsibility User (CRU) enrollment, be prepared to provide:

 

  • User-defined labels.
  • The billing account number, if you are adding the wireless number to a different billing account.
  • Corporate Responsibility User (CRU) information such as user name and address.

 

Authorized Order Placers may contact the AOP line on behalf of the user:

 

1-800-999-5445

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

 

When prompted, enter the foundation account number of your Corporate Account that you would like to add an end user to.

 

Corporate Responsibility End Users (if they are approved to make this type of transaction) may contact National Business Ordering (NBO):

 

1-888-444-4410

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

  

Corporate Responsibility User (CRU) Bulk Enrollment Benefits

 

If you would like to enroll more than five Corporate Responsibility Users (CRU) to your foundation account number, please use the following enrollment worksheet and submit the worksheets to your Account Team or email them to FAN_Enrollments@amcustomercare.att-mail.com.

  

Upgrades of Handsets or Data Devices

  

Upgrade Eligibility

 

To verify upgrade eligibility, dial *NEW# (*639#) from your wireless phone to receive a text message about your upgrade eligibility.

  

Upgrades through Premier

 

Premier provides a convenient and efficient solution for ordering new equipment to be used with an existing number (upgrading a line):

  • From former AT&T Wireless to the new AT&T
  • From GSM to other GSM devices

 

Depending on their Premier settings, Corporate Responsibility Users (CRU) can upgrade a device themselves, or the Authorized Order Placer (AOP) can also do that for them. Individual Responsibility Users (IRU) must order upgrades through their own self-service site. Individual Responsibility Users (IRU) have a separate Premier site from Corporate Responsibility Users (CRU).

  

Upgrades via Business Customer Service 

 

To upgrade equipment, Authorized Order Placers (AOP) can contact the AOP line:

 

1-800-999-5445

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

 

Individual Responsibility Users (IRU) and approved Corporate Responsibility Users (CRU) may contact Customer Services. (The company's permission to allow Corporate Responsibility Users (CRU) to upgrade must appear in the company's profile.)

 

1-800-331-0500

24 hours a day, 7 days a week

  

Upgrades at a Retail Store

 

Individual Responsibility Users (IRU) can purchase upgrades at their local AT&T-owned retail store. Corporate Responsibility Users (CRU) must order upgrades via Premier or Customer Services and not at retail stores.

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