Q: Is there a fee to change my impacted number(s)?

You might see a $36 number change fee on your bill, but don’t worry, we will apply a credit to refund that fee within 1-3 bill cycles. This waiver of the $36 change fee also applies to any postpaid voice, tablet, connected device and/or wireless home phone line(s) you might have on your account.

Question 1

Why do I have to change my Puerto Rico or US Virgin Island Phone number(s) to a U.S. mainland phone number?

Accepted Answer

Due to the sale of AT&T Wireless in Puerto Rico and the U.S. Virgin Islands, AT&T will no longer be able to support Puerto Rico and US Virgin Island wireless numbers with area codes 787, 939, and 340.

Question 2

How long do I have to change my Puerto Rico and US Virgin Island phone number(s)?

Accepted Answer

AT&T encourages you to change your impacted number(s) to a U.S. mainland telephone number before September 26, 2024, to avoid service interruption. AT&T will send you communications reminding you to change your phone number online through your AT&T account or by calling 611 prior to this deadline. If your impacted number(s) are not changed prior to September 26, 2024, the impacted telephone number(s) will be canceled with no option to reactivate.

Question 3

What happens if I don’t change my impacted number(s) by September 19, 2024?

Accepted Answer

Your wireless and data service will be hot-lined which means you won&rsquo;t be able to make calls or use data. If you try to make a call, you will be routed to our customer care team to update your impacted telephone number(s). If you have an impacted tablet and or wearable line, your data will also be hot-lined until you change your number.

Question 4

Is there a fee to change my impacted number(s)?

Accepted Answer

You might see a $36 number change fee on your bill, but don&rsquo;t worry, we will apply a credit to refund that fee within 1-3 bill cycles. This waiver of the $36 change fee also applies to any postpaid voice, tablet, connected device and/or wireless home phone line(s) you might have on your account.

Question 5

Can I unlock my device and take it to a different provider?

Accepted Answer

Yes, if your bill is not past due, the device is paid off, and you have requested it to be unlocked. For more details see: Get Info About Device Unlock Eligibility - AT&T Wireless Customer Support (att.com)

Question 6

Will I get roaming charges or have to add an international plan?

Accepted Answer

You will not be charged for roaming data or need an international plan after changing your number(s) to a US mainland number. You can call or text Puerto Rico or U.S. Virgin Island numbers or use your service in Puerto Rico or the U.S. Virgin Islands without incurring additional charges. Coverage will remain the same, you&rsquo;ll just have a new number.

Question 7

Will I lose voicemails that I have saved?

Accepted Answer

You might have to set up a new voicemail box when you change your phone number(s). This means that you could lose your voicemails, but most phones make it easy to back up your saved voicemails. Backing up your device will ensure you don't lose any voicemails that are important to you. For more info, please go to our device support article, that will walk you through the steps.

Question 8

What happens to my tablets and/or wearables when I change the phone number?

Accepted Answer

Make sure your device is backed up before changing your wireless phone number, then re-sync your device. This will ensure you don’t lose any data that is important to you. For more info, please go to our device support article, that will walk you through the steps. Otherwise, there will be no change in how your device functions.

Question 9

What happens to my devices on an AT&T Installment Plan If I switch to a different service provider?

Accepted Answer

We’d hate to see you leave, but we understand you may want to cancel your wireless service. If you have active devices on an AT&T Installment Plan you have two options:

You can pay off the remaining balance owed on your Installment Plan and keep the device(s); or,
Return the device(s) to AT&T and we will waive the remaining balance on your Installment Plan. Call us at 800.331.0500 or 611 from your device prior to moving to a different carrier.

Question 10

What happens to my accessories on an AT&T Installment Plan that are associated with my impacted line?

Accepted Answer

If you have accessories on an AT&T Installment Plan associated with my impacted PR/VI number, your accessories on an AT&T Installment Plan will transfer to the new number if you complete the required CTN change. The remaining balance for accessories on an AT&T Installment Plan will reflect on the new CTN. If you want to cancel or port your impacted PR/VI number to a different carrier, the remaining balance for accessories on an AT&T Installment Plan would be accelerated to your bill unless you opt to pay it off prior to any cancellation or port. For accessories on an AT&T Installments Plan, there is no balance waiver option.

Question 11

Is my FirstNet line impacted on my FirstNet & Family Account?

Accepted Answer

No, if you have a FirstNet & Family account, only the Unlimited Your Way wireless telephone number(s) with a 787, 939, or 340 area code are impacted and will need to change to a U.S. mainland number. The FirstNet line(s) on your account will not be impacted even if the number has a 787, 939, or 340 area code.

Puerto Rico & USVI Phone Number Change Offer | AT&T

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