AT&T Consumer Service Agreement

FREQUENTLY ASKED QUESTIONS

The AT&T Consumer Service Agreement contains the terms and conditions for many of AT&T’s wireless, internet, and phone services. This Agreement includes a set of universal terms (“General Terms”) and specific Service terms (“Service Terms”). You’re bound by the General Terms, as well as by the Service Terms for each AT&T Service you purchase or use.

Your AT&T Consumer Service Agreement has been updated.

What’s new?

Here is a summary of a few highlights, but please read the entire agreement carefully.

  • Throughout the General Terms, we’ve made edits for clarity.
  • In the Limitations of Liability and Questions or Disputes Regarding Charges sections, we’ve extended the deadline to dispute a charge on your bill.
    • Now, you’ll have 180 days (instead of 120) to either notify customer service or send us a Notice of Dispute.
    • A Notice of Dispute is how customers inform our legal department of an issue before bringing an arbitration, whether over a billing dispute or any other claim.
  • In the Summary of the Dispute Resolution section, we’ve outlined the steps for resolving disputes, both informally and using arbitration or small claims court. Because this Agreement encourages AT&T to resolve issues informally, disputes are often resolved at the Notice of Dispute stage, before arbitration.
  • As before, the Arbitration Agreement at part 1.3.2 requires that disputes be resolved by individual arbitration and not by a jury trial or class action. We’ve made a few changes to improve the process:
    • Adding a new Informal Settlement Conference option, which gives you the right to schedule a phone or videoconference with someone working with our legal department;
    • Pausing time limits for bringing claims while we try to work things out before arbitration;
    • Explaining that, to safeguard your information, unless we have your authentication and consent, we won’t discuss your account or account information with anyone else but you, including an attorney;
    • Requiring lawyers representing someone in arbitration to follow the same rules against frivolous claims that apply in court;
    • Granting courts more authority to address disagreements about whether the Arbitration Agreement has been violated or is unenforceable; and
    • Adding new procedures for handling certain coordinated (or mass) arbitrations.
  • We’ve added a new Forum Selection section. If a dispute isn’t required to be resolved through arbitration or your local small claims court, a state or federal court in Dallas, Texas will hear the case.
  • We’ve updated the How We May Contact You provision relating to those who may contact you on our behalf.
  • In the Your AT&T Account and Account Access section, we’ve confirmed that all users of your AT&T Services, including minor users, are subject to the AT&T Consumer Service Agreement and privacy policy

When do these updates apply to me?

  • If you obtain or change any AT&T product or service on or after September 17, 2022 and agree to the updated AT&T Consumer Service Agreement during that transaction, the updated Agreement applies to you as of that date. (To see the old terms that are being replaced, go to: att.com/priorcsa)
  • Otherwise, the updated AT&T Consumer Service Agreement will apply to you starting on December 1, 2022.

How do I accept these terms?

  • By using or paying for AT&T services on or after December 1, 2022, you are agreeing to the terms of the updated AT&T Consumer Service Agreement.

What if I don’t agree to these updates?

  • If you’re an existing customer who signed up for all of your AT&T services before September 17, 2022, and you don’t want to agree to the updated terms, you can contact customer service to terminate all of your AT&T services before December 1, 2022. (Please visit att.com/support/contact-us to call or chat with the customer service for your AT&T service.) Continued use of AT&T services on or after December 1, 2022 means that you agree to the updates.
  • Alternatively, if you want to keep your service but reject the changes to the Arbitration Agreement, you have the right to do that within 30 days. By rejecting the changes to the Arbitration Agreement, you are agreeing that you will arbitrate any dispute between us in accordance with section 1.3.2 of the prior Arbitration Agreement. For more details about the prior Arbitration Agreement and this process, visit att.com/priorCSA.

Who is the AT&T Consumer Service Agreement for?

The AT&T Consumer Service Agreement contains the terms and conditions for consumers and certain small businesses with one or more of the following AT&T products or services:

  • AT&T Wireless Service – including postpaid, AT&T PREPAID, and FirstNet subscriber paid
  • AT&T Phone – including AT&T Phone for Business
  • AT&T Internet – including Fiber, Internet, Fixed Wireless, DSL, and business internet services

In a previous update, the AT&T Consumer Service Agreement replaced the: Wireless Customer Agreement, Data Services Agreement, AT&T PREPAID Terms of Service, AT&T PREPAID Plan Terms, AT&T Internet Terms of Service, AT&T Fixed Wireless Service Terms, and the AT&T U-verse® TV and AT&T Phone Terms of Service (with respect to AT&T Phone service only)

What’s in the AT&T Consumer Service Agreement?

The AT&T Consumer Service Agreement combines and updates the agreements governing many of our consumer and small business products and services, giving you one place to look for the terms and conditions.

Here’s a quick overview of the contents of the AT&T Consumer Service Agreement:

  • Section 1 contains the General Terms applicable to all of the covered products and services. No matter what service you have, many of the important terms governing your service can be found in Section 1, including the provisions governing how we’ll resolve disputes between us through arbitration instead of class actions or jury trials.
  • The rest of the AT&T Consumer Service Agreement—Sections 2 through 7—include additional service-specific terms that apply only to one particular product or service, called Service Terms.
    • These Service Terms either supplement or replace the ones contained in Section 1, the General Terms.
    • Whether you are an existing customer for a particular service or sign up for it in the future, the Service Terms will be in your AT&T Consumer Service Agreement.
  • If you have postpaid AT&T Wireless service, your Wireless Service Terms are in Section 2.
  • If you have prepaid AT&T Wireless service, you’re subject to the Prepaid Wireless Service Terms in Section 3 as well as the Wireless Service Terms in Section 2.
  • If you have a DataConnect/Session-based Wireless plan, you’re subject to the Service Terms in Section 4, in addition to the Wireless Service Terms in Section 2 and (if your data plan is prepaid) the Prepaid Wireless Service Terms in Section 3.
  • If you’re an AT&T Phone customer, your Service Terms are in Section 5.
  • If you have AT&T Fiber, Internet, Fixed Wireless, or DSL service, your Service Terms are in Section 6.
  • If you have Business Internet service (for small business), you’re subject to the Business Internet Service Terms in Section 7 as well as the Internet Service Terms in Section 6.