Small Business Reference Guide
December 11, 2012

Lifecycle Services

Adding or Changing a Feature or a Rate Plan

 

Changing Features, Rate Plans, or User Information

 

Telecom Managers may use Premier to change features, rate plans, or user information. See http://www.wireless.att.com/business.

 

Key Contacts may call Key Contacts Care at:

 

1-866-288-7629

Monday through Friday, 8 a.m. to 10 p.m. Eastern Time

Saturday, 9 a.m. to 8 p.m. Eastern Time

 

Approved CRUs may call the AT&T Business Care line, if requesting an immediate feature or rate plan change:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Adding International Services

 

AT&T provides International Long Distance dialing capability from the U.S. to over 220 countries. AT&T also provides wireless voice roaming in more than 200 countries and data roaming in more than 150 countries. Add International Roaming and/or International Long Distance Dialing features prior to your travels. For more details, see the AT&T World site at http://www.att.com/WirelessInternational.

 

Key Contacts call Key Contacts Care at:

 

1-866-288-7629

Monday through Friday, 8 a.m. to 10 p.m. Eastern Time

Saturday, 9 a.m. to 8 p.m. Eastern Time

 

End Users may call directly to the AT&T Business Care line if your company profile is set to allow CRUs to change features:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Troubleshooting a Technical Issue While Roaming Overseas

 

If there is an issue with an End User's device working incorrectly while roaming internationally, the End User should call from a landline phone so they can walk through troubleshooting steps with the Service Representative. Key Contacts or IT Managers may call on behalf of CRUs, but they will need to have detailed information about where that CRU is attempting to roam, the device being used, and the specific problems the CRU is experiencing.

 

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

 

Telecom Managers may use Premier to make a phone number change (teleconversion). Processing can take up to 48 business hours. See http://www.wireless.att.com/business.

 

By phone, Key Contacts may have the change made right away by Key Contacts Care:

 

1-866-288-7629

Monday through Friday, 8 a.m. to 10 p.m. Eastern Time

Saturday, 9 a.m. to 8 p.m. Eastern Time

 

End Users may call directly to the AT&T Business Care line:

 

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.

 

All equipment that qualifies for a Warranty Exchange can be handled by calling the Warranty Service Center. This also includes batteries, wall charges, ear buds, and headsets that came in the box with the phone. Please have the IMEI# from the device written down before calling. Be sure to have your credit card available if you would like expedited shipping.

 

1-866-288-7629

Monday through Friday, 8 a.m. to 10 p.m. Eastern Time

Saturday, 9 a.m. to 8 p.m. Eastern Time

 

  • iPhone warranty exchanges are handled by Apple Customer Care.
  • Accessory Warranty Exchanges for accessories that did not come in the box with the phone are handled by any Company-Owned Retail Store. Receipt is required.

 

Device Support Centers

 

Device Support Centers are walk-in service centers that are designed to assist eligible customers with free warranty service. When utilizing a Device Support Center, remember to bring the defective device along with the associated active SIM to the location for effective troubleshooting.

 

Device Support Centers are staffed with warranty service specialists who are there to assist you with several services free of charge, including:

 

  • 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.

 

If your phone is under warranty and is one of the Device Support Centers' featured devices, you can visit a Device Support Center today. A current list of Device Support Centers and their featured devices is available at www.att.com/dsc. The person requesting the warranty service must be an authorized user on the account.

 

NOTE: Phones with physical or liquid damage are not eligible for warranty service. Device Support Centers are unable to assist with bulk exchanges. Please contact your Account Team for support.

 

Contract Questions

 

Please direct all contract-related questions to either your Wireless Sales Account Representative or Key Contacts Care.

 

Reporting Suspected Fraud

 

There are various types of fraud that can occur, including subscription fraud and unauthorized charges. To report suspected fraud, please call the Fraud Department:

 

1-877-844-5584

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

Saturday, 8:30 a.m. to 5 p.m. is standard

(exact times vary per time zone)

 

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

 

During off hours, Key Contacts may call Key Contacts Care or End Users may call the AT&T Business Care line directly:

 

1-800-331-0500

24 hours a day, 7 days a week

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