Shopping Online—Top Questions and Answers

Shopping online is an easy way to get your ideal cell phone. With free shipping, 30-day trial, and exclusive online deals, there’s no better way to get a great deal than AT&T Online. To make it even easier, we’ve put together a list of top questions for new and current AT&T customers. For even more information, see AT&T Shopping Help.

New Customer Questions and Answers

Q. Which AT&T Wireless plan is best for me?
A. AT&T offers several different plans to meet each customer’s needs:

Individual plans are for customers who want one plan per account. AT&T has plans for everyone – from the casual user, to the always-on power user.
Family plans allow families to share their wireless minutes with up to five lines for one low monthly price.
Prepaid plans also known as GoPhone plans, give you all the benefits of wireless with no long-term contracts, credit checks, or deposits.
Data plans are for PC card modems or customers who are only interested in data — send and receive email and browse the Internet from virtually anywhere. Customers who want both voice and data can get additional data services customized for a specific device, such as data packages (for most devices), Blackberry services, and PDA/Smartphone services.

Q. When I switch to AT&T Wireless, can I keep my current wireless number?
A. Sure! To keep your wireless number, just provide AT&T with the following information from a copy of a bill from your current service provider:

Account number
Name of the account holder
Billing address
PIN or password (if applicable)

AT&T will contact the provider to complete the transfer. The information you provide must exactly match your current service provider’s records. If there is a mismatch in the data, the transfer will be delayed.

Q. Why do you need my Social Security number? How is my personal information protected?
A. When you sign a service agreement, you are essentially signing up for an account, similar to a line of credit. By providing your Social Security Number, you give AT&T permission to check your credit and report your future payment activity to credit agencies. This helps protect you from credit fraud.

If you would prefer not to disclose your Social Security Number, you may purchase GoPhone online or at an AT&T store.

All of the information submitted to AT&T is protected by our secure server and automatically encrypted so that it cannot be read while traveling over the Internet. To learn more about how your personal information is used and securely stored, read our Privacy Policy.

Q. Am I able to get the same "deals" if I purchase in store rather than online?
A. Not always. Some of our promotions, such as instant rebates are only available online. Look for messaging such as "Online Only," "Online Discount," or "Online Only Price." Shopping online definitely has its advantages.

Q. What is GoPhone®?
A. GoPhone prepaid service is wireless made easy. Simply pay in advance for what you need and you get:

No long-term contracts
No credit checks
No surprise bills
Refill your minutes 24/7 using prepaid cards, by phone, or online 24/7 with Pay As You Go.

It’s just all of the benefits of wireless, without the complications!

Q. What is 4G? Is 4G available in my area?
A. 4G means faster mobile broadband speeds — where data transfers take less time to complete. When combined with enhanced backhaul, AT&T’s HSPA+ network is expected to enable speeds up to 4x faster than AT&T’s already fast mobile broadband speeds. And, in mid-2011, AT&T will be evolving to even faster 4G speeds with the planned initial launch of AT&T’s LTE network.

By the end of 2011, we expect approximately 2/3 of our mobile broadband traffic to be delivered over our enhanced network. For information on currently available 4G markets, see 4G Speed from AT&T and select the Coverage Map.

Q. How do I get things like sports scores, music, and ringtones on my phone?
A. Ringtones, games, graphics, weather, stocks, email — all of these are accessible or downloadable as data through AT&T’s mobile internet or AppCenter, AT&T’s mobile store. To save money you can purchase a messaging or data package starting at $4.99 per month.

Q. Do you offer free technical support with my new phone purchase?
A. Yes. There are three options for obtaining free technical support. The Answer Center and Wireless Forums are available 24/7 to help customers quickly answer any questions they may have regarding their wireless device. For more technical questions, customers can visit our live Tech Support Chat via Wireless Forums where they can speak to our expert representatives directly.
Customers can take advantage of our online Tech Support Chat from:

Mon-Fri: 8am-11pm EST
Sat: 9am-9pm EST
Sun: Closed

Q. How do I know that my online order was received?
A. After completing an AT&T online purchase, an order number displays. Note this number for your records. You will also receive an email confirming that your order has been received.

Q. What should I expect after I place an order for a new phone online?
A. After you submit your order online, a confirmation email will be sent to you from AT&T that will include a WEB Order ID. You will receive another email from us alerting you when your order is being shipped from our warehouse. Arrival of your shipment should be expected within one to two business days.

If we require additional information to process your order, you will receive an email notifying you of the additional information required. Please use your Order ID# as a reference.

Q. How long does it take to get my phone once I place my order? How do I check my order’s status or track it?
A. Once you place your order you will receive it within 3-5 business days. To check your order online follow these easy steps:

Go to Order Status
Follow the online instructions to check the status of your order
You may also check your order status by calling 1-877-782-8870

Postpaid orders will be processed and shipped subject to credit approval, inventory availability, and validation of a proper shipping address and other information. Orders received after 4 p.m. CST will be processed the next business day. Inventory, credit, or other issues may delay shipment. No holiday, Saturday, or Sunday delivery. Excludes GoPhone and Accessory orders. Shipping policy is subject to change. Please note: It may take up to 24 hours to process your order if there are any issues with the credit approval process and/or the shipping address validation process. This 24 hours is not included in the delivery time and should be taken into account in your order placement timing. Delivery signatures may be required. Priority shipping offers exclude shipments to Puerto Rico.

Q. What if I change my mind about my order?
A. No worries. You still have plenty of options:

30-day trial – use the phone for up to 30 days to make sure it’s the one that you want. If you don’t like it, you can return it to the closest AT&T retail store, and exchange the phone or cancel service without penalty. Note that you are still responsible for airtime and data usage charges generated before the phone is returned. See our return policy for details.
Change your rate plan – you can change your rate plan anytime through myWireless, our online account management site. You can even bring accumulated Rollover Minutes from your previous plan—up to one month’s worth.
For further details regarding AT&T’s Return Policy and Early Termination Fees, including Cancellation of Service, please see our return policy.
Add services – you can always add additional services through myWireless like Early Nights and Weekends or data packages to get the most out of your cell phone.

Current AT&T Customer Questions and Answers

Q. What is no-commitment pricing?
A. When you want a new AT&T phone, but don’t want to commit to a long-term contract, no-commitment pricing is an option. Also referred to as "retail price," this option does not require a two-year contract or other long-term service commitment. It’s simply the non-discounted equipment price, and is available to customers that are not on a prepaid or GoPhone® plan.

You can buy a phone at no-commitment prices by choosing one of the two options below:

Existing customers can buy online by logging in to your account to upgrade.
New customers cannot buy phones at no-commitment pricing online at this time. Please visit an AT&T retail store to purchase. Visit our store locator for a store near you.

Q. How do I activate my phone? Is it difficult?
A. Not at all. Most of our phones activate automatically as soon as you charge them. See Activate Your Phone and follow the steps if you’re having any problems. GoPhone activation is done online.

iPhone is activated via iTunes in just a few easy steps. For more information, see our iPhone Center

Q. How long is the warranty? Is there a trial period?
A. Equipment purchased from the AT&T website can be exchanged one time or returned by mail or to a store location within 30 days of purchase (a restocking fee may apply for damaged devices or missing equipment). AT&T mobile devices have a limited 1 year warranty. Refurbished devices carry a ninety day warranty from the date of purchase. To make a warranty claim after the first 30 days from purchase, call 1-800-801-1101 or go to myWireless and select Exchange Your Phone. For more information on replacing a lost, stolen or broken phone, please see our Phone Support section.

Please note: Apple branded equipment, such as iPhone, is covered by Apple’s one year Limited Warranty and may be subject to a restocking fee if opened and out of its original shrink wrapping. Exchanges must be made within 14 days. For more information on returns and exchanges, see our Return Policy.

Q. Are there directions online on how to use my phone or device?
A. Absolutely. Almost all of our cell phones and devices have online manuals in our Support section. Just choose your phone or device and look for User Manual. If you’re not sure which device you have, you can find your phone by image.

Q. How do I upgrade my phone?
A. With AT&T Upgrade Advantage, you’re eligible for savings on a new mobile device every two years (some plans qualify sooner — see your account on myWireless for details). If you’re an existing AT&T customer looking to upgrade your cell phone, you can log into your wireless account on myWireless to find out if any of your lines qualifies for a discount.

Customers who don’t qualify for discounts can usually purchase a new phone at our no-commitment price.

Check out our Support section for more information.

Q. How do I change my plan?
A. You can change plans at any time through your cell phone account on myWireless. There you can see what your options are and select a new plan. You can either increase the minutes on the type of plan you have presently or switch types completely. In either case, you do not have to extend your current service agreement.

Q. How do I add an additional line to my account?
A. You can add a line to your account through myWireless. You can add a line three ways:

Add additional lines with separate plans
Add another line for only $9.99 per line to an existing FamilyTalk plan
Convert multiple lines to a FamilyTalk plan and add a line for only $9.99 per line (up to 5 lines total)

For more information on how to add a line of service to your account see the Answer Center.

Q. How do I replace my phone if I lose it? How long will it take?
A. AT&T offers several convenient and quick ways to replace a phone that has been lost or stolen or that is experiencing problems. If you have taken advantage of our Wireless Phone Insurance, you will receive your replacement phone shipped via overnight delivery in most cases.

AT&T mobile devices have a limited 1 year warranty. To make a warranty claim after the first 30 days from purchase, call 1-800-801-1101 or go to myWireless and select Exchange Your Phone. For more information on replacing a lost, stolen or broken phone, please see our Answer Center.

Q. What are the advantages of Combined Billing and Paperless Billing?
A. Combined Billing is available within MyATT services once you’ve placed your order online and registered for an online account (MyAT&T). With combined billing:

Enjoy less hassle with one less bill to manage
One monthly payment for both
No added cost

Paperless billing is available when you place your order online or through your online account (MyAT&T). With paperless billing:

Enrollment is fast, easy and FREE!
Save time, money and the environment by going paperless.
An email reminder is sent when your bill is ready.
View and pay your bill online anytime, anywhere.
Easily access up to 16 months of bills online or as PDFs.

Q. Can I pay my bill online?
A. Absolutely. Just log in to or register with myWireless online account management. There you’ll see the status of your account, including billing information, minutes used, and more. If your statement is due, just select Make a Payment button. You can also view past bills or sign up for AutoPay.

Q. Where can I find your forum and product chat rooms?
A. Our AT&T customer forums are available 24/7 in our Support section.

Q. Do you have a battery recycling center?
A. Yes. Reducing waste and recovering materials from the waste we can’t avoid protects human health and safeguards our natural environment. While wireless phones comprise just a portion of that waste, AT&T and its customers can play an important role in addressing this issue. That is why AT&T has introduced a national recycling program. See AT&T Reuse & Recycle for more information.