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CTIA Consumer Code for Wireless Service

Learn more about how our commitment to this code helps you make informed wireless choices.


ArticleDETAILED INFO

About the Consumer Code for Wireless Service

Since 2003, we’ve committed to bring you the best possible customer service and wireless quality. As part of that commitment, we’re a proud signer of the CTIA-The Wireless Association® Consumer Code for Wireless Service.

This code’s goal is to:
  • Provide info that helps you make informed choices when choosing wireless service.
  • Help you understand providers’ wireless plans and services.
  • Offer wireless services that meet your needs. 

Providers who comply with the code receive the Seal of Wireless Quality/Consumer Information. We were the first nationwide provider awarded the right to use this seal (under the Cingular name).
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12 policies of the code

As a signer of the code, we embrace the following 12 policies for the wireless services we provide. We commit to:
  1. Disclose rates and terms of service.
  2. Provide maps that show where service is generally available.
  3. Provide contract terms and confirm changes in service. 
  4. Allow a trial period for new service.
  5. Provide specific disclosures in advertising. 
  6. Clearly identify provider charges and taxes on billing statements.
  7. Provide the right to terminate service for changes to contract terms. 
  8. Provide ready access to customer service. 
  9. Promptly respond to your inquiries and complaints received from government agencies. 
  10. Follow policies that protect customer privacy.
  11. Provide free notices for talk, data, and messaging use, and international roaming. 
  12. Unlock wireless devices.

Want complete details about the code? Read the CTIA Consumer Code for Wireless Service.
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6 principles of the code

We also agree to the following principles.
  1. Disclosure. We’ll post on our website a clear, concise, and readily accessible policy on postpaid and prepaid wireless device unlocking. 
  2. Postpaid unlocking policy. We, upon request, will unlock wireless devices or provide the necessary info so that your can unlock your devices. This applies to current and former customers in good standing and individual owners of eligible devices after the fulfillment of the applicable postpaid service contract, device financing plan, or payment of applicable early termination fee. 
  3. Prepaid unlocking policy. We, upon request, will unlock prepaid wireless devices no later than one year after the initial activation, as long as you’ve met reasonable time, payment or usage requirements. 
  4. Notice. If we lock a device, we’ll clearly notify you when your device is eligible for unlocking or automatically unlock eligible devices remotely without additional fees.

    We reserve the right to charge non-customers a reasonable unlocking fee. For AT&T PREPAID, we may notify you at the point of sale, at the time of eligibility, or through a clear and concise statement of the policy on our website.

  5. Response time. Within two business days after receiving a request, we’ll unlock eligible wireless devices, send a request to the OEM to unlock the eligible device, or explain why we can’t unlock the device or why we need more time to complete your request. 
  6. Deployed personnel unlocking policy. We’ll unlock wireless devices for deployed military personnel if your account is in good standing and you provide deployment papers.
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