Transition Tips & Frequently Asked Questions
If you are looking for the latest updates and announcements as well as tips for making your transition easier, you are in the right place. Below you will find:
General Information About Your Service Transition
Service Transition Updates and Alerts
Tips to Make Your Transition Easier
General Information About Your Service Transition
Your Service Transition
From when your phone or data device ships up until your service transition date, AT&T will send important text messages and prerecorded voice messages to your current wireless and/or home phone. These messages include:
- Shipping Alerts These will inform you when your phone or data device has shipped to your billing address.
- Undeliverable Alerts You will receive these only if the U.S. Postal Service, UPS, or FedEx has been unable to deliver your shipment to you after multiple attempts or if your shipment is in your P.O. Box and has not been picked up.
- Service Transition Alerts These will alert you of your upcoming service transition date. First, you will receive messages with general service transition time frames, followed by at least 3 messages - over a period of two weeks - informing you of your exact service transition date
- Other Alerts
If there are any unforeseen problems with your order, your service transition date, or other events which impact your service transition; AT&T will contact you via text message and/or prerecorded voice messages.
To find your most current shipping and service transition time frames, please see Information for Existing Customers.
New Phone and Data Device Deliveries
We will ship your new phone or data device to your billing address. In certain instances, the U.S. Postal Service, FedEx, or UPS may not be able to personally deliver your phone or data device and will leave an attempted delivery notice. Please contact the carrier per the instructions on the notice to ensure delivery. If your billing address is a P.O. Box, your phone or data device will be delivered to that address. Please check with your post office for local delivery practices.
If your replacement phone or data device order shipment is incomplete or has not arrived when you receive notification of your AT&T service transition date, please contact us immediately at 1-866-410-4437.
Your Final Alltel Bill and First AT&T Bill
You will receive a final bill from Alltel after your service transitions to AT&T. On your final bill you will see credits for your service charges and taxes for the period between your service transition date to AT&T and the end of your Alltel billing cycle. As a reminder, if you do not pay your final Alltel bill, your AT&T account may be subject to interruption or termination and all other available collection remedies. At a later date, you may receive a bill in addition to your monthly AT&T bill if this amount remains outstanding.
Advance Bill Customers
Your first bill from AT&T may be higher than subsequent bills. On your first AT&T bill you will see monthly service charges for the coming month in addition to prorated monthly service charges for the period between your service transition date and the last day of your AT&T billing cycle. Bills in subsequent months will not include these prorated charges and may be lower than your first AT&T bill.
Arrears Bill Customers
Your first bill from AT&T may be lower than subsequent bills. On your first AT&T bill you will see prorated monthly service charges for the period between your service transition date and the last day of your AT&T billing cycle. Bills in subsequent months will not be prorated and may be higher than your first AT&T bill.
For both types of customers, taxes and fees such as state and federal surcharges will be detailed on your AT&T bill and may look different from your Alltel bill. AT&T shows a breakdown of taxes and fees on your bill so you can see exactly what you are being charged.
For additional details, please be sure to read the "How to Read Your Bill" insert included with your first AT&T bill.
Service Transition Updates and Alerts
Below you will find important service updates and alerts potentially related to your service transition. These will be updated regularly if and when issues occur that may impact your service transition dates.
Service Transition dates for Alltel customers
Your New Coverage
As an AT&T customer, you now have access to the nation's fastest mobile broadband network.* 190 Alltel regional coverage areas have been consolidated into 23 coverage areas on the AT&T network. Your new AT&T regional coverage area is similar to and may be larger than what you had previously with Alltel.
A roaming notification may have appeared on your Alltel mobile phone's screen indicating when you left your regional coverage area. AT&T does not provide this notification. Please see maps below to note your new coverage area to help avoid any unwanted roaming charges.
National Calling Areas
Regional Calling Areas
Statewide Calling Areas
*Mobile broadband not available everywhere. Maps depict an approximation of coverage. Map may include areas served by unaffiliated carriers, and may depict their licensed area rather than an approximation of their coverage. Actual coverage area may differ substantially from map graphics, and coverage may be affected by such things as terrain, weather, foliage, buildings and other construction, signal strength, customer equipment and other factors. AT&T does not guarantee coverage. Charges will be based on the location of the site receiving and transmitting the call, not the location of the subscriber. Your phone's display does not indicate the rate you will be charged.
Note: Please carefully review the Plan Terms, which explain the limitations of your service. Service is not available at all times in all places.
Tips to Make Your Transition Easier
Tip # 1 - Activating Your New AT&T Phone or Data Device After you receive your new AT&T phone(s) or data device(s) please DO NOT attempt to activate your service. If you attempt to do so before your service transition date, service will not activate on your new AT&T phone(s) or data device(s) and you may lose service on your current one(s). On your service transition date, wireless service on your new AT&T device will automatically activate and wireless service on your current device will shut off. This process may take several hours so please keep both devices accessible in order to avoid interruption in your wireless service.
Tip # 2 - Moving Your Phone Book/Contacts List from Your Old Phone to Your New AT&T Phone Like most people, you will want to move your phone book/contact list from your old phone to your new AT&T phone. You can do so in one of two ways:
1. Manually copy your phone book to your new AT&T phone
- Please see your phone's user manual for instructions for creating and editing contacts in your phone's contact list.
- Visit the Phone and Device Support page on att.com to see step-by-step instructions for your new AT&T phone.
2. Visit an AT&T retail store
- After your service transition date, you may visit an AT&T store to have your old phone book/contact list transferred electronically to your new AT&T phone.
- Find an AT&T store near you.
- To save time and avoid long lines and wait times in AT&T retail stores during Service Transition dates we strongly encourage you to manually transfer your phone book/contacts list to your new AT&T phone.
Tip # 3 - My Circle Numbers
AT&T has created a new version of AT&T's A-List similar to My Circle specifically for Alltel customers. After your service transitions to AT&T, please check your A-List numbers and make any necessary updates.
Read the A-List: Getting Started Guide to learn about managing your A-List.
Tip # 4 - Coupon for Accessories
When you receive your new AT&T phone(s) you will find a special coupon for the purchase of accessories for your new AT&T phone(s).
Note: Some customers may receive coupons with April 30, 2011 expiration dates. We have extended the expiration dates on coupons to July 31, 2011, to give you additional opportunities to purchase new accessories.
Tip # 5 - Preparing Your Phones or Data Devices for the Service Transition Date
- Please read the materials included in your phone or data device shipment including the Welcome Letter and Quick Start Guide
- Make sure your phone or data device is fully charged the night before your service transition date
- Keep your new AT&T phone or data device OFF until service on your current phone or data device has been turned OFF
Frequently Asked Questions
General questions
Q: Have there been any changes to my contract as a result of the merger prior to my service transition?
A: No. Before service transitions to AT&T, your current Alltel Terms and Conditions apply. Once service transitions to AT&T, AT&T Terms of Service will apply.
Q: Do I need to do anything at this time?
A: No. Your current Alltel wireless service will continue to work as it does today up until your service transitions to AT&T. To ensure that you receive important information as well as your phone or data device in the mail, please make sure that your current billing address is up to date. If you have recently had a change in address, please contact Alltel and update your billing address.
Q: Can I still make changes to my current rate plan, service, and features?
A: Yes, you can still make changes to your account through your current customer service contacts. As of March 30, 2011, no additional account changes will be able to be made in preparation for your service transition to AT&T. Once your service has transitioned to AT&T you will again be able to make changes to your account.
Q: Are there any changes to my billing statement or how I make payments?
A: There are no changes to your current bill statement or your bill due date at this time. Please continue to make payments as you do today. You will need to pay your final bill from Alltel after your service transitions to AT&T. You will receive your first new wireless bill from AT&T after your service has been transitioned to AT&T.
Q: Will my phone number change?
A: For most customers, phone numbers will stay the same. If for some reason your phone number must be changed, you will be contacted ahead of time.
Q: Who do I contact if I need help?
A: Until your service transitions to AT&T, please continue to contact Alltel's Customer Service as you do today. After your service transitions you may contact AT&T Customer Service by:
Phone:
- Dial 611 from your mobile phone or call 1-800-331-0500
- Hearing Impaired: 1-866-241-6567 (TTY)
- Keep your new AT&T phone or data device OFF until service on your current phone or data device has been turned OFF
Online:
- Manage your account at www.att.com/myaccounts
- Find Frequently Asked Questions about AT&T service at www.att.com/answer-center
Q: After I move to AT&T can I later return to Alltel?
A: No. As a result of this merger, Alltel is no longer a stand-alone service provider. It will be a part of AT&T in your area.
Q: Will an activation fee be assessed when I move to AT&T?
A:No, you will not be charged an activation fee when your service transitions to AT&T.
Q: If I choose not to move to AT&T, will I have to pay an early termination fee (ETF)?
A: For now, the terms and conditions of your current Alltel service agreement remain the same including any associated early termination fee (ETF). If, after moving to AT&T service, you choose to discontinue your AT&T service, you will have a 30-day period to opt out of your AT&T contract without an ETF. After that 30-day period, standard AT&T terms apply including any applicable ETF.
Q: Can I switch to another carrier without paying an early termination fee (ETF) before my service transitions to AT&T?
A: The terms and conditions of your current Alltel service agreement remain the same, including those provisions related to early termination fees.
Network coverage questions
Q: Will my coverage area change when I move to AT&T?
A: Your coverage area will be similar to what you have today and you will be on the nation's fastest mobile broadband network. In addition, when you move outside of your home area, you will be using the AT&T network, which covers over 97% of all Americans.1
Q: Will my new network be faster?
A: AT&T has the nation's fastest mobile broadband network delivering accelerated mobile data speeds and simultaneous voice and data service.
Q: I have heard of some AT&T customers in my area that have not had great network coverage. Is that the same network that will be upgraded?
A: Not necessarily. In a number of the areas where AT&T did not have existing coverage, AT&T relied on other wireless providers to provide GSM roaming service on their networks, which in some cases had limited coverage.
Rate Plan Questions
Q: Will my rate plan change?
A: We understand that your rate plan is important to you. In most cases, you will be able to keep your current rate plan and features. If not, you will be notified in advance and presented with available options. You also have the option of selecting a new AT&T rate plan.
Q: After I transition to AT&T, can I upgrade my phone and still keep my rate plan?
A: Yes. You can upgrade your phone after your service transitions to AT&T and still keep your voice rate plan. However, some phones may require that a data package be added to your account. Additionally, if you upgrade to the Apple®iPhone®, or other select phones, you must select a new AT&T rate plan and data package and agree to a new two-year AT&T contract.
Q: If I keep my group/family rate plan when I move to AT&T, can I still add lines of service later?
A: Yes, up to the plan's maximum number of lines. If you need additional minutes or lines beyond your current plan, you will have to choose from current AT&T rate plans.
Q: I have heard that AT&T no longer offers "unlimited" data packages. Will I have to change data plans to keep my existing service?
A: No. You may keep your existing rate plan and data packages by selecting a FREE, comparable device with AT&T. However, if you choose to upgrade to certain select phones such as the iPhone, then you will need to pay for the phone, select a new AT&T rate plan and data package and commit to a new two-year AT&T service agreement.
Q: If I keep my current Alltel rate plan when I move to AT&T, will I also get Rollover Minutes®?
A: No. Your rate plan for the most part, will be the same as the one you have now when your service transitions to AT&T. Alltel rate plans do not include Rollover Minutes. However, if you choose to switch to a new AT&T rate plan after your service has transitioned to AT&T, you will be able to select from many AT&T rate plan options that include Rollover Minutes.
Q: Will I have My Circle when my service is moved to AT&T?
A: We understand that My Circle is a very popular and important feature for many Alltel customers. That is why AT&T has created a new version of AT&T's A-List similar to My Circle specifically for Alltel customers. If you are a My Circle user and if you keep your Alltel rate plan when your service transitions to AT&T, the A-List feature will be part of your ongoing service.
Phone and Data Device Questions
Q: When I move to AT&T service, can I still use my Alltel phone or data device?
A: Unfortunately AT&T and Alltel use two different network technologies. Alltel phones and data devices are not compatible with and will not work on the AT&T network.
Q: Will wireless data cards be replaced for customers and will they get to keep the unlimited data plans?
A: Yes. Wireless data card customers will be sent a comparable wireless data card prior to their service transition to AT&T and those customers, including those with unlimited data plans, may continue on their existing Alltel rate plan.
Q: Are the replacement phones and data devices new or refurbished? Are they new models or older versions?
A: All replacement phones and data devices AT&T provides to customers are the latest models AT&T sells and are brand new.
Q: When can I get an iPhone?
A: AT&T will begin selling AT&T phones and data devices, including the iPhone, when the network upgrade is complete, which is scheduled towards early 2011 to mid 2011. Existing customers will have the opportunity to upgrade to an iPhone2 as their replacement device prior to their service transition to the AT&T network. Once the network is ready, iPhone orders will be some of the first to be shipped directly to customers' billing addresses. An iPhone must be purchased by the customer and requires a new two-year service agreement, AT&T rate plan, and data package.
Q: When will I get my new AT&T phone or data device and be able to start using it?
A: Your new AT&T phone or data device will be mailed to your billing address before your service is transitioned to AT&T. AT&T will send a text message and/or a prerecorded voice message to your current wireless and/or home phone informing you when your order has shipped. AT&T will send an additional text message and/or a prerecorded voice message to your current wireless and/or home phone telling you when your service will transition.
Q: If I don't like the FREE phone or data device you send me, what are my options?
A: If after receiving your phone or data device you decide that you would like a different one, you will have 30 days from your service transition date to exchange it for a different but comparable phone or data device. Additionally, you may purchase another phone or data device from our industry-leading lineup of phones and data devices2.
Q: What if I don't want to pick a new phone or use AT&T's service?
A: In order to ensure you do not have an interruption in service when your service transitions to AT&T, we will provide you with a FREE phone or data device, comparable to what you have now with no additional contract commitment. If you did not select a FREE phone or data device during the selection period, AT&T will select a comparable phone or data device and send it to you. If, after your service transitions to AT&T, you still do not want the phone or data device and do not want to use AT&T's services, you will have 30 days from your service transition date to return the phone or data device and discontinue your AT&T service with no early termination fees.
Q: I have not received all my phones/data devices in this shipment. What should I do?
A: Please allow 2-3 additional days for any outstanding items to be delivered to you. If you have not received the remainder of your order at the end of that time, please notify us immediately at 1- 866-410-4437 so we can deliver any missing items before your service transitions to AT&T.
1Claim based on licensed and roaming areas
2A new 2-year service agreement and an applicable AT&T rate plan and data plan are required with the purchase of an iPhone® and may be required with the purchase of other select devices Phone Return Policy/Early Termination Fee: No Early Termination Fee (ETF) if service cancelled within 30 days of purchase, but up to $35 Restocking Fee may apply for returned devices; Thereafter, the ETF will be up to $325 if purchasing certain specified equipment (check www.att.com/equipmentETF for list) or up to $150 for other equipment. Independent agents may impose additional equipment-related charges. Sales tax calculated on un-activated price of handset. Early Termination Fee subject to change. Data Plan Requirement: If you exceed your initial data allowance, you will automatically be charged an additional $10 for each additional 1 GB provided on DataPro or an additional $15 for each additional 200 MB provided on DataPlus. All data allowances, including overages, must be used in the billing period in which the allowance is provided or they will be forfeited. For more details on Data Plans, go to att.com/dataplans
