Why did I get a letter about my AT&T services?
We want to let you know about the upcoming changes to our network and what they’ll mean to you, how these changes affect your service, and steps to take to keep your service up and running once the update is complete.
You can also call us at 877.971.9983
if you have any questions. Agents are available Monday - Friday, 8 a.m. to 6 p.m. CT.
What changes are you making to the network?
Today, AT&T provides its services to your home over our traditional network that uses copper-wire technology. We’re upgrading our network by retiring that copper wire and replacing it with new fiber optic technology capable of bringing you additional services and more reliable performance.Why is fiber optic technology better?
Fiber optic technology uses cables made of glass or plastic strands that transmit light. This technology is more efficient than standard copper wiring and it can transfer more information faster and with higher quality over greater distances. The cables aren’t affected by electrical interference, making the upgraded network more reliable and secure.How does this network upgrade affect me?
We have to transfer your AT&T services to our fiber optic network, so you don’t lose service. We’ll contact you to set up an installation time and discuss any impacts to your current plans, if there are any. These changes will be made at no cost to you.
- If you have traditional home phone service or digital phone service, your prices and plans will remain unchanged with all the same features as before — unless you request other changes.
- If you have U-verse TV service, you can keep your current plan at the same price and use your existing equipment unless you choose to upgrade.
- If you have Internet service, your current Internet plan will not be available, but you’ll have options for lower cost services with the same or better features, like faster Internet speeds.
You’ll want to make sure you have these arrangements made no later than the date your service must be transferred as specified in the notification letter so that it isn’t disconnected. To get started, call us at 877.971.9983
to set up an appointment.Do I have to be home when the tech comes to transfer my service?
Yes, our technicians will need access to your home to install the new fiber optic equipment and transfer your telephone service to the upgraded network. You or and authorized adult (age 18 years or older) must be present throughout the entire installation. It should take between 2 to and 4 hours. Your input will help the tech choose the right installation options for your needs.Will my traditional AT&T home phone service change?
After the transfer, your traditional home phone service will have the same basic functions and features, and you can still use your existing phones, just as you do now. Your rate plan will remain the same unless you request changes. The biggest difference is that fiber optic cables can’t carry electrical current like copper wires, so the new fiber optic equipment located in your home needs your electrical power to work. We’ll install an initial 8-hour backup battery for your new fiber optic equipment, so your phone service will continue to work during a power outage. However, it’s important to know that if the backup battery becomes depleted, your telephone service won’t work during a power outage. You’ll be responsible for the maintenance of the backup battery and subsequent replacement batteries. For more information about backup batteries, go to att.com/batterybackup
or you can call 800.288.2020
to have information sent to you.Where can I find more information about backup batteries?
Go to att.com/batterybackup
or call 800.288.2020
to have this information sent to you.Can I keep my AT&T Phone digital voice plan and is it going to change?
Your digital voice plan and rate will remain the same unless you make changes. However, the new fiber optic equipment located in your home needs your electrical power to work. You’ll need to provide backup batteries for your new optic network terminal (ONT) and residential gateway (RG) if you want your digital phone service to continue to work during a power outage. For more information about backup batteries, go to att.com/batterybackup
or you can call 800.288.2020
to have this information sent to you. Will the change to fiber optic technology affect other devices that use my traditional or digital phone service?
Any devices that rely on your home phone or digital phone will work the same after your service is on our fiber optic network. This includes equipment like fax machines, security alarms, and medical monitors. However, these devices won’t work if your service stops working during a power outage.Can I get other AT&T services with the new fiber optic connection?
Yes. Fiber optic technology can provide other services like:
- Digital voice
- High-speed Internet
- Video entertainment services
If you are interested in any of these services, please go to att.com
or call us at 800.288.2020