COVID-19: Our Response

FirstNet is public safety’s only network that gives first responders always-on, 24-hours-a-day priority and preemption across voice and data, with multiple priority levels that first responder users can allocate as needed.

It’s like giving public safety communications the “lights and sirens” treatment. When you see or hear an emergency vehicle coming, you get out of the way, so they can quickly get to those in need. Priority and preemption follow that same approach, just on the communications highway.

Public safety agencies on FirstNet have access to a dedicated fleet of 76 deployable cell sites at no additional charge. The deployment of these assets is led by the FirstNet Response Operations Group (ROG), a team of former first responders who manage the program in alignment with the National Incident Management System (NIMS) and FEMA National Response Framework (NRF).

No other network provider has deployable network assets dedicated solely and exclusively to public safety, backed by the oversight of the FirstNet Authority to help ensure public safety’s needs are met.  

As public safety’s network, FirstNet liaisons at AT&T are embedded with state and federal emergency operations centers (EOC). This strengthens public safety’s command and control of their network and helps ensure they have the mobile connectivity and devices they need to effectively respond to COVID-19.

So far, we’ve deployed assets, optimized the network or provided FirstNet Ready™ devices to support quarantine zones, airports, EOCs and other public safety centers in areas such as:

• Port of Oakland, California
• Riverside, California
• Roseville, California
• San Diego, California
• New Haven, Connecticut
• Collier County, Florida
• Atlanta, Georgia
• Fulton County, Georgia
• Marietta, Georgia
• Rutledge, Georgia
• Indianapolis, Indiana
• Nassau County, New York
• Austin, Texas
• San Antonio, Texas
  

FirstNet provides public safety with a dedicated lane of connectivity when they need it. To ensure first responders have as much coverage and capacity as possible, FirstNet subscribers have access to all AT&T LTE commercial spectrum bands, as well as Band 14 spectrum. Band 14 is nationwide, high-quality spectrum set aside by the U.S. government specifically for FirstNet. We look at Band 14 as public safety’s VIP lane.

During an emergency, this band – or lane – can be cleared and locked just for FirstNet subscribers. That means only those on FirstNet will be able to access Band 14 spectrum, further elevating their connected experience and emergency response. That’s unique in the industry and something public safety won’t get anywhere but on the FirstNet network.

With FirstNet, serving public safety is our mission. It’s our obligation and honor to earn public safety’s trust day in and day out. And that only happens by delivering on the bipartisan vision of Congress and the first responder community, and effectively serving as public safety’s true communications network partner.

AT&T is redirecting more resources to provide communication services and tools for first responders, health care professionals, educators and other essential customers. This additional support will help ensure these customers can continue providing critical support to the country and their communities, particularly to first responders using FirstNet - the only nationwide wireless broadband communications platform dedicated to America’s public safety community. Public safety agency and individual first responders can sign-up for service or order devices online.  

"COVID-19 is an unprecedented event for the country – and in times of emergency, communication is critical. As we began mobilizing various quarantine locations across California, our commercial network devices were unable to handle the heavy data transmission needed to adequately communicate. We turned to FirstNet, and the quick action and network performance allowed us to support the hundreds of public safety personnel actively engaged in response efforts. It's been a game changer." – Tim Ketchie, Communications Unit Leader, U.S. Department of Health and Human Services

What is FirstNet?

FirstNet is the nationwide, wireless communications platform dedicated to America’s first responders and public safety community. As men and women across the country stand on the front lines to support our nation’s response to COVID-19, they can have confidence knowing that with FirstNet they’ll have the unthrottled connectivity and priority communications they need to respond during this public health emergency. This type of unparalleled emergency support distinguishes FirstNet, public safety’s network, from best-effort commercial wireless networks built for consumer use.

So far, more than 11,000 public safety agencies and organizations across the country have subscribed. And over 1.2 million FirstNet connections are in service.

How is FirstNet different from commercial offerings?

FirstNet represents an unprecedented public-private investment in infrastructure that makes America a leader and public safety a national priority.

While commercial wireless offerings are available to public safety, FirstNet continues to grow because it stands apart from those commercial offerings. The FirstNet communications platform comes with unique features, functionality and spectrum for the public safety community. That’s why public safety fought for their own, separate, dedicated communications platform, championing the vision behind FirstNet.

How can I get FirstNet support?

FirstNet subscribers seeking to request FirstNet support can call 1-800-574-7000.

How do I order service or order additional devices?

Public safety agency and individual first responders, including police, fire, EMS, health care professionals, emergency management, military personnel and educators can sign-up for service or order devices online: https://www.firstnet.com/signup/.   

March 26, 2020

In recent weeks we’ve all felt the change to our daily lives. In times like this, we want to stay connected to the people that we care about as well as news, information, education and even entertainment.

Our teams across AT&T are honored to keep you connected to what matters to you most. Keeping you connected is what we’ve always done and what we’ll always do. 

How you can reach us

We’re working to keep you, and millions of people and companies around the world, connected during this critical time. We continue to balance providing the services you rely on while maintaining the health and safety of all our employees and customers.

That’s why we encourage you to manage your services online at att.com or on the myAT&T app with 24/7 access allowing you to do almost everything you could do in our store or through our customer service team. These online tools allow you to handle wireless, video or internet bill payments, device or Wi-Fi troubleshooting, upgrading or activating your device or service and so much more.

Additionally, to further ensure we’re taking the proper steps for our customers and employees, we’ve adjusted our retail store presence to focus on handling first responder and critical customer needs. We’ve also reduced hours and taken extra cleaning and social distancing precautions. You can use our store locator to find information about the status of stores near you.

Thank you for choosing AT&T. Now more than ever we’re connected together.

Sincerely,

Thaddeus Arroyo
CEO – AT&T Consumer

March 25, 2020

We’re helping keep our military and their families connected during this difficult time. We’ve worked out an agreement with the Navy Exchange Command that allows military personnel stationed on selected Navy ships to make calls to their loved ones through April 30 at no cost to the Navy or its sailors.

March 24, 2020

Our AT&T technicians are the boots on the ground when a customer's voice, data or internet is down and needs fixing.

Every day, thousands of technicians across the country are entering a customer's home or business to repair or install service. Every day, they are trusting that they'll remain healthy and able to work. Day after day, they leave their homes to keep their neighbors and communities connected as our national emergency looms around them.

Internet, telephone and video connectivity are essential services, and the installation and repair of those services is work technicians can't accomplish from their own homes. So, they go to the frontlines, and out into an uncertain world to keep us connected. They are dedicated. They show up.

These technicians are restoring connectivity at:

1. Homes … where parents are working and kids are being schooled remotely.
2. Businesses … where those who must be in the office, due to the nature of their work, have a critical need to stay connected.
3. Hospitals … where doctors and nurses rely on connectivity to save lives and to receive the latest updates and developments in their fight against this new virus.
4. Quarantine centers … where both the medical staff and the patients in their care need to stay connected to the outside world.

March 18, 2020

We recognize that our customers and first responders find the support we provide in our retail locations invaluable at moments like this. Because of the evolving circumstances and guidelines for social distancing, we are balancing the need to serve the public in our retail stores with the health and safety of our customers and our employees.

Starting March 18, we will begin temporarily closing some retail stores across the country to align with guidance on social distancing from the CDC. Locations that we're temporarily closing include all AT&T Retail and Authorized Retail stores within indoor malls and stores in high traffic areas like airports, corporate campuses and schools.

A select number of retail stores across the nation will stay open Monday through Saturday, 11 a.m. to 7 p.m. local time. To locate a retail store that will remain open to serve your area, please visit our store tracker at www.att.com/stores.

We encourage our customers to go online where possible. Our MyAT&T app and att.com give you access to view and pay bills, monitor data usage, add more lines to your account and upgrade existing devices or services.

In select markets, AT&T Ready to Go will continue to bring the retail experience to you. Consumers and small business customers can get personal delivery with eligible device orders.

AT&T is redirecting more resources to provide communication services and tools for first responders, health care professionals, educators and other essential customers. This additional support will help ensure these customers can continue providing critical support to the country and their communities, particularly to first responders using the FirstNet network.

Updated March 26, 2020

AT&T Offers Added Relief for Customers

AT&T is planning to help you stay connected throughout the COVID-19 pandemic.

We recognize that staying in touch with your family, friends, school and work has never been more important.

Below are a few ways we’re helping consumers, small businesses, and enterprises across the country.

Consistent with FCC Chairman Pai’s “Keep Americans Connected Pledge” announced today and concerns raised by members of Congress, which we share, AT&T is proud to support our customers by pledging that, for the next 60 days, we will:  

• Not terminate the service of any wireless, home phone or broadband residential or small business customer because of their inability to pay their bill due to disruptions caused by the coronavirus pandemic.
• Waive any late payment fees that any wireless, home phone or broadband residential or small business customer may incur because of economic hardship related to the coronavirus pandemic.
• (NEW) Waive domestic wireless plan overage charges for data, voice or text for residential or small business wireless customers incurred because of economic hardship related to the coronavirus pandemic.
• Keep our public Wi-Fi hotspots open for anyone who needs them.

The coronavirus pandemic is causing many hardships. If you find yourself in financial trouble and unable to pay your bill, we’re here to help you. Please contact us at 800-288-2020 for AT&T broadband, residential wireless or small business services and 611 from your AT&T device for wireless service.

To provide further relief and support, AT&T announced:

• Unlimited AT&T Home Internet – All AT&T consumer home internet wireline customers, as well as Fixed Wireless Internet, can use unlimited internet data.  Additionally, we’ll continue to offer internet access for qualifying limited income households at $10 a month through our Access from AT&T program. We’ve expanded eligibility to Access from AT&T to households participating in the National School Lunch Program and Head Start. Additionally, we’re offering new Access from AT&T customers two months of free service. 
  
• AT&T World Connect Advantage – Business customers currently on or who purchase an AT&T World Connect Advantage package receive 50% off the current rate in a monthly bill credit (maximum $7.50/mo.).*
• Helping You Work and Learn Remotely – Businesses, universities and schools can keep their teams and classrooms connected through conference calls and video conferencing with Cisco Webex Meetings with AT&T for 90-days, and seamlessly forward calls to both mobile and landline phones with AT&T IP Flexible Reach.
• Distance Learning – AT&T is underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association (SETDA) available to all educators in schools to help them handle school closures and the increase in virtual learning due to COVID-19.
• To assist our customers during this time, we’re temporarily extending the timeframe to return your DIRECTV, U-verse TV, or AT&T Internet equipment from 21 days to 60 days. Get more information here about how to locate a drop-off location and return your equipment. 

We are currently experiencing a high volume of calls due to COVID-19. To allow us to help as many customers as quickly as possible, we recommend reaching out through att.com or our myAT&T app for support, additional resources or access to our online store.

Due to coronavirus, starting Friday, March 20, we will begin to close additional AT&T stores across the nation, significantly reducing our retail footprint to a minimum number of locations required to serve first responders, healthcare workers, government users and our customers. Where possible, we will keep at least one retail location open within a 20-mile radius in urban and suburban areas, and just over a 30-mile radius in rural areas.  To locate a retail store that will remain open to serve your area, please visit our store tracker at www.att.com/stores.

Also, we are limiting the number of customers allowed in our stores at the same time to ensure proper social distancing. Stores will continue operating with reduced hours from 11 a.m. to 7 p.m. local time and all stores will be closed on Sundays. The health and well-being of our employees is our top priority.  We’re ensuring that all of our front-line employees have the necessary supplies to keep their hands and work areas clean throughout the day.

We thank our customers for their patience as we work hard to provide them with the wireless service they rely on, while keeping safety and health top of mind. We will continue to monitor and act as needed. We’re watching the situation closely and will share any updates in the “Update on Our Stores” section.

_{^{*Limited time offer. Avail. to qual. business customers. Must add World Connect Advantage (WCA) package to eligible postpaid plan during promotion period. Existing WCA customers  must visit store or call to receive credits. Credits start w/in 3 bills. Max credit is $7.50/mo. If WCA subscription is cancelled or modified, credits cease. Other fees, taxes, charges & restr’s apply See offer details.}}

March 24, 2020

Movies and television have always been a welcome escape in difficult times. With many people staying at home, we’re giving our video customers additional content at no cost during this time.

We’ll kick things off by providing an extended complimentary preview of SHOWTIME for our DIRECTV and U-verse customers starting March 20 until March 26 (if SHOWTIME isn’t part of their current video package). Starting March 26-April 2, DIRECTV and U-verse customers will get a complimentary preview of Starz. In the coming weeks, we’ll offer additional previews of premium channels, while also expanding to include our AT&T TV and AT&T TV NOW customers:

• EPIX: 4/2-4/16
• HBO and Cinemax: 4/17-4/20

Additional ways all video customers can access content during this time:

• On Demand: Access to thousands of movies and shows. DIRECTV customers just need to connect their receiver to the internet to take advantage of this content.
• Kids On Demand: The best of kids content in one easy location with an internet connected receiver (channel 1111 on DIRECTV and 323 on U-verse). Watch full series or favorite episodes anytime from Nickelodeon, Disney, and Cartoon Network, all with recommendations by age.
• TV Anytime, Anywhere: Turn your mobile phone into another TV by downloading your TV app and sign in with your account credentials. You can watch your favorite On Demand shows or live TV anytime, anywhere.
• Sports streaming included:  While sports are postponed, customers who subscribe to NBA League Pass can stream past NBA games via the NBA app, powered by WarnerMedia’s Turner Sports.

Additional free content for our DIRECTV and U-verse customers during this time:

• More News & Entertainment: We’re adding the following channels to DIRECTV and U-verse packages (for customers that do not currently have this programming) to keep customers entertained and informed:
  • News: BBC World News , CNBC, CNN, CNN International, Fox Business Network, Fox News Channel, MSNBC, One America News Network
  • Entertainment: American Heroes, Aspire, AWE, AXS TV, Comedy.TV, Cooking Channel, Crime & Investigation, Destination America, Discovery Life, DIY Network, Eleven Sports, FM, Fuse, FX Movie Channel, fyi, Great American Country, GSN, Hallmark Channel, Hallmark Movies & Mysteries, HDNET MOVIES, IFC, Justice Central, LMN, MGM HD, MTV Live, Nat Geo WILD, OWN, Oxygen, Science Channel, ShortsTV, Smithsonian Channel, Sony Movie Channel, SundanceTV, The Weather Channel, Travel Channel, TV One, UPtv, WGN America
  • Kids: Discovery Family, Disney Jr., Disney XD, Nick Jr., Universal Kids
  • Spanish Language: Azteca, Bandamax, Canal 22 Internacional, CANAL ONCE, Centroamérica TV, Cine Estelar, Cine Mexicano, Cine Nostalgia, Cinelatino, De Película, De Película Clásico, Discovery En Español, Discovery Familia, Enlace, Estrella TV, FOROtv, Galavisión, GoITV, History En Español, HITN, MegaTV, Multimedios, Nuestra Tele, Pasiones, Telefe, TUDN, TV Chile, Televisión Española, UNIVERSO, Univision tlnovelas, ViendoMovies, V-me, WAPA América

March 27, 2020

Kids, Family and News Programming are Driving Viewership

Movies, news and TV always keep us entertained and informed, but lately viewing habits are changing.  Whether it’s parents turning on the TV after a long day of work and childcare, throwing on a movie in the middle of the day to entertain kids, or consuming more news than ever – our patterns and habits have shifted.  Among the recent trends, weekday viewership is increased, there are more movie rentals and purchases, and family and drama genres are showing the most growth.  Check out more of the latest video trends here.

Updated March 20, 2020

What we do is critical to connecting millions of people and companies around the world to friends, family, colleagues, customers and communities. When people need us most, we show up. That’s what we do. It’s who we are.

The health and safety of our customers and employees are top priorities for AT&T, which is why we want to let you know what we’re doing to respond to COVID-19.

We’re asking our employees in customer-facing roles or those that require onsite presence to take appropriate preventative measures – whether they are in our stores, call centers, our customers’ homes or businesses. This includes stocking up on hand sanitizer and disinfecting spray and wipes, increased cleaning and sanitizing for all company-operated stores with an added focus on locations in affected areas. We’re also encouraging employees who may not feel well to avoid coming to work or interacting with customers. 

Our frontline employees across the nation – including retail employees, Ready to Go, Cricket Wireless, field technicians and others – continue to take your health seriously, which is why we ask them to:

• Disinfect their workspace after every customer interaction
• Wipe down all displays and hard surfaces multiple times a day
• Pay extra attention to sanitizing common areas
• Take care of themselves by eating well, washing their hands frequently, staying hydrated and well-rested, and quickly reporting if they are not feeling well

And while the mission of our field technicians is essential to keeping our customers connected during this time, we also recognize that there is a balance between providing service and keeping our technicians safe.

To accomplish that balance, we’re providing our field technicians with new policies and procedures so they feel comfortable serving customers at their businesses and in their homes, while delivering on our commitment to service.

For that reason, our technicians will contact customers prior to arriving for scheduled appointments to ask questions concerning health and travel. We've asked that our technicians not enter the home or business of any customer who has:

• Been sick or quarantined
• Traveled to a high-risk Level 3 country in the last 14 days
• Been in close contact with someone confirmed positive for coronavirus or who has traveled through a high-risk country in the last 14 days

In those cases, our technicians will attempt to assist the customer without entering the home or business, where possible. Customers who wish to reschedule their appointments can do so on our myAT&T app or by visiting att.com.

We offer multiple options to keep you connected if you have concerns about getting out in the community or are unable to make it to a store.

• Our MyAT&T and att.com also give you easy access to view and pay bills, monitor data usage, add more lines to your account and even upgrade existing devices or  services. Our myAT&T app is easy to use and available through mobile app stores
• In select markets, AT&T Ready to Go will continue to bring the retail experience to you. Consumers and small business customers can get personal delivery with eligible device orders.
• AT&T is redirecting more resources to provide communication services and tools for first responders, health care professionals, educators and other essential customers. This additional support will help ensure these customers can continue providing critical support to the country and their communities, particularly to first responders using FirstNet - the nationwide wireless broadband communications platform dedicated to America’s first responders and public safety community. FirstNet is the first and only network built with first responders, for first responders.
  

Here’s a few extra tips to help keep you healthy and connected using your own devices:

• Keep your device clean. Spray a non-abrasive or alcohol-based (70% isopropyl) disinfectant directly on a soft lint-free cloth and wipe down your device while it is powered down and unplugged
• Share things like photos through text messages instead of passing your phone around
• Since devices can collect germs, avoid putting your device on public surfaces and try to use a Bluetooth device or a hands-free headset to minimize the device’s exposure to your face

For more information on how to protect yourself from COVID-19, explore the CDC website.

March 11, 2020

Scammers are preying on fears surrounding COVID-19. Click here to learn more about how to protect yourself from COVID-19 scams.

March 25, 2020

Anne Chow, CEO, AT&T Business Joins Conversations with Dez Podcast to discuss network preparedness, what we’re hearing from customers and how we’ve responded to the COVID-19 pandemic across industries, including those on the frontlines.

March 20, 2020

AT&T Offers Added Relief for Customers

AT&T is planning on being here to help you stay connected throughout the COVID-19 pandemic.

We recognize that staying in touch with your family, friends, school and work has never been more important.

Below are a few ways we’re helping consumers, small businesses, and enterprises across the country.

Consistent with FCC Chairman Pai’s “Keep Americans Connected Pledge” announced today and concerns raised by members of Congress, which we share, AT&T is proud to support our customers by pledging that, for the next 60 days, we will:  

• Not terminate the service of any wireless, home phone or broadband residential or small business customer because of their inability to pay their bill due to disruptions caused by the coronavirus pandemic.
• Waive any late payment fees that any wireless, home phone or broadband residential or small business customer may incur because of economic hardship related to the coronavirus pandemic.
• Keep our public Wi-Fi hotspots open for any American who needs them.

The coronavirus pandemic is causing many hardships. If you find yourself in financial trouble and unable to pay your bill, we’re here to help you. Please contact us at 800-288-2020 for AT&T broadband, residential wireless or small business services and 611 from your AT&T device for wireless.

To provide further relief and support, AT&T announced:

• Unlimited AT&T Home Internet – All AT&T consumer home internet wireline customers, as well as Fixed Wireless Internet, can use unlimited internet data.  Additionally, we’ll continue to offer internet access for qualifying limited income households at $10 a month through our Access from AT&T program. We’ve expanded eligibility to Access from AT&T to households participating in the National School Lunch Program and Head Start. Additionally, we’re offering new Access from AT&T customers two months of free service. 
  
• AT&T World Connect Advantage – Business customers currently on or who purchase an AT&T World Connect Advantage package receive 50% off the current rate in a monthly bill credit (max $7.50/mo.).*
• Helping You Work and Learn Remotely – Businesses, universities and schools can keep their teams and classrooms connected through conference calls and video conferencing with Cisco Webex Meetings with AT&T for 90-days, and seamlessly forward calls to both mobile and landline phones with AT&T IP Flexible Reach.
• Distance Learning – AT&T is underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association (SETDA) available to all educators in schools to help them handle school closures and the increase in virtual learning due to COVID-19.

We are currently experiencing a high volume of calls due to COVID-19. To allow us to help as many customers as quickly as possible, we recommend reaching out through att.com or the myAT&T app for support, additional resources or to access our online store.

Due to coronavirus, starting Friday, March 20, we will begin to close additional AT&T stores across the nation, significantly reducing our retail footprint to a minimum number of locations required to serve first responders, healthcare workers, government users and our customers. Where possible, we will keep at least one retail location open within a 20-mile radius in urban and suburban areas, and just over a 30-mile radius in rural areas.  To locate a retail store that will remain open to serve your area, please visit our store tracker at www.att.com/stores.

Also, we are limiting the number of customers allowed in our stores at the same time to ensure proper social distancing. Stores will continue operating with reduced hours from 11 a.m. to 7 p.m. local time and all stores will be closed on Sundays. The health and well-being of our employees is our top priority.  We’re ensuring that all of our front-line employees have the necessary supplies to keep their hands and work areas clean throughout the day.

We thank our customers for their patience as we work hard to provide them with the wireless service they rely on, while keeping safety and health top of mind. We will continue to monitor and act as needed. We’re watching the situation closely and will share any updates in the “Update on our stores” section.

_{^{*Limited time offer. Avail. to qual. business customers. Must add World Connect Advantage (WCA) package to eligible postpaid plan during promotion period. Existing WCA customers  must visit store or call to receive credits. Credits start w/in 3 bills. Max credit is $7.50/mo. If WCA subscription is cancelled or modified, credits cease. Other fees, taxes, charges & restr’s apply See offer details.}}

March 20, 2020

The connectivity and solutions we provide to our customers have never been more critical – whether it be hospitals, medical facilities, utilities, food and beverage industry, government entities, financial institutions, K-12 and higher education, any other business or employees working from home. Our dedicated Global Operations & Service team in AT&T Business has pulled off some amazing feats to support our customers.

To keep our customers connected and complement our product offers, we’ve launched six new Command Centers that are enabling the fast delivery of increased bandwidth, new circuits and unified communication services. This will help enable working from home and support the smooth functioning of institutions that are experiencing a significant increase in data and voice traffic.  

Our teams are utilizing our own unified communication and borderless collaboration tools.

To highlight three of the six command centers:

1. Delivery Command Center - AT&T Core Network

Our network is at the core of everything we do and it is during times like these when it matters the most. To that end, this command center has been established to handle higher demands across our infrastructure. As demands on the network continually evolve, AT&T is confident this structure will keep our network strong as needs evolve.

2. Delivery Command Center - Customer Needs                  

This structure is designed to organize all delivery functions across AT&T to expedite critical customer orders with high priority work volumes. Within one week, our teams have already completed hundreds of COVID-19 related customer orders across multiple industry segments. This effort is proving vital to not only our customers, but to the functioning of our society in these critical times.

3. Incident Command Center

Customers and businesses will all be impacted in some way during the COVID-19 pandemic. This command center has been established recognizing that vital customer incidents will need restoration faster than ever before. This center will prioritize incidences with Telecommunications Service Priority (TSP) indicators above all else.

These are truly unprecedented times.

We recognize that no business will be left untouched by this pandemic. No matter if you’re expanding bandwidth, redeploying employees or needing additional products and services, we’ve established the mechanisms to help you meet your business objectives.

These command centers are a true reflection of people, process, technology and culture coming together. Our team is dedicated around-the-clock, prepared to execute with excellent and seamless collaboration across Delivery, Sales and Technology ecosystems. 

Technology supports our people.

We’re using collaboration tools to provide real-time status updates. We deployed a full automation framework using BOTs and other automation to speed up order intake, triage, delivery activity based on priority request. The BOTs launch a virtual command and control room and invite key stakeholders to collaborate in real time.

We’re doing this while prioritizing the health and safety of our employees. We’re constantly working to stay ahead and respond as the situation evolves.

March 16, 2020

Does COVID-19 + BAU = WFH? Get prepared with the right communications tools

For more information and resources to help keep your business running during the unpredictable, please visit AT&T Business Continuity here.

The unprecedented global health crisis has a growing number of businesses taking drastic measures to help ensure the health and safety of their employees. Large-scale work-from-home (WFH) policies are now commonplace with hopes of social distancing to halt the spread of COVID-19.

Addressing the risk to people, families and communities is paramount. We also understand there is significant risk to the financial health of businesses. A prolonged interruption in operations could be significant to many organizations. Even with a workforce that’s suddenly more decentralized, in many cases businesses must attempt to continue to operate as predictably as possible, even amidst the unpredictability of the current environment.  

Many businesses today are familiar with the latest technologies enabling employees to work from nearly anywhere and from any device. But for some, we realize they may find challenges in maintaining not just productivity, but also collaboration and even culture during a prolonged pause to normal office life as we know it —even with all the tools readily available.

As more organizations institute work-from-home policies, we want to emphasize to that our connectivity tools provide the capabilities to enhance the virtual work experience. Below are five tools and tips that your business may already be using to help ease the challenge of working and collaborating from anywhere.

Addressing Security Risks: Possibly the most significant risk related to the work-from-home policies is the affect it could have on cybersecurity. Enable secure access for employees to corporate networks, applications and servers through a VPN. Also, remind employees about your organization’s cybersecurity policies. It’s easier to become complacent at home and virus-related scams have already been making the rounds.

Putting Faces to Names: It’s easy to become detached if colleagues slowly become words in an email or a voice on the other end of the phone. Enable your workforce with collaboration tools with built-in video conferencing capabilities and encourage them to connect with each other ‘face-to-face.’

Reaching You No Matter the Number: How easy is it for customers or others outside your organization to reach you by phone? If teams are out of the office for an extended period of time, calls can get lost in the shuffle quickly. Many enterprise phone services offer simple call forwarding or even the ability to unify phone numbers to a designated device.

Setting Up Living Chat Rooms: Much of what’s most enjoyable about office life is defined by the informal and unplanned interactions where employees can bounce ideas off one another and build camaraderie with colleagues. By creating a space specifically for impromptu discussions, you can help working groups stay more engaged with tasks and collaborate with each other.

Communication is KEY: We can’t lose sight of our connection to each other. The focus on simply communicating one-on-one and across workgroups while building relationships is a must! Without the ability to meet and spend time in person, get creative. We’ve got to make that extra effort to consciously reach out and collaborate, harnessing the power of the myriad of technology and solutions that are available to us. Success depends on creating and sustaining an open dialogue as well as keeping the virtual door always open. Each and all of us have to work with greater purpose to develop and sustain our connections with people – whether it be our colleagues, customers, partners, suppliers, and all stakeholders - to ensure ongoing alignment and constructive progress. Feedback will be even more critical during these times – so keep it coming!

Stay well and stay connected!

March 24, 2020

AT&T Offers Savings to Schools to Support eLearning for their Students

Available for all qualified public and private K-12 schools, colleges and universities

New customers in education can connect and collaborate with AT&T Office@Hand--Premium at no cost 

With the COVID-19 virus having unprecedented impacts on our society and keeping millions of students and teachers home for the foreseeable future, AT&T* is stepping up to enable virtual classrooms across America. AT&T is offering schools a way to save on unlimited wireless broadband connectivity for students.  Through May 22nd, qualified schools activating new lines on qualified data-only plans for school-issued tablets, 4G LTE-enabled laptops and hotspot devices will get the wireless data service at no cost for 60 days.¹

And schools know they need to protect their students while online – which is why AT&T is also making  AccessMyLAN^TM for the qualified lines available at no cost for 60 days.¹ This service allows school administrators to manage the internet sites their students can access to help protect them from unsafe content and also to block malicious sites, malware and hacking attempts.

“We know that schools and universities across America are grappling with the impact of COVID-19, and that moving the classroom into the home requires access to the internet for all students,” said Mo Katibeh, EVP-chief marketing officer, AT&T Business. “This is an important step to help schools address the challenge.  AT&T is committed to finding innovative ways to support education institutions during this public health crisis.”

To keep administrators, teachers, parents, and students connected, we’re also offering AT&T Office@Hand Premium powered by RingCentral at no cost for eligible new customers in K-12 education, as well as healthcare and non-profit social services for up to 60 days with agreement. This enables schools to quickly activate video meetings and always-on chat groups where teachers and students can share files and collaborate on assignments. Schools can setup hotline, phone, fax and SMS capabilities through Office@Hand mobile and computer apps.

Supporting Distance Learning Tools

Beyond helping schools meet the connectivity challenge, AT&T is directly supporting the development and deployment of eLearning resources. This includes launching a $10 million Distance Learning and Family Connections Fund to give parents, students and teachers tools they need for at-home learning. The fund launched with a $1M contribution to Khan Academy – to help them improve and expand online learning resources to meet the growing demand from parents, teachers and students.

Additionally, to help keep families connected during this uncertain time, AT&T is funding 60 days of free access and unlimited usage of Caribu, a video-calling application that allows family members to read, draw, and play games with one another while in distant locations.

Keeping Communities Connected

To further support Internet access to communities across the country, we’ve expanded our low-cost option for home Internet service, the Access from AT&T program. In addition to those previously qualifying as limited income households for $10 per month service, now households participating in the National School Lunch Program and Head Start are eligible. We’re also offering new Access from AT&T customers two months of free service.

March 13, 2020

AT&T is underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association (SETDA) available to all educators in schools to help them handle school closures and the increase in virtual learning due to COVID-19. Click here to learn more.

March 18, 2020 

Coronavirus: In light of the possible school closures DIRECTV will offer educational TV in its programming grid

Together with Disney, National Geographic, Discovery, Torneos, Takeoff Media, DIRECTV will open the Escuela Plus channel (804) to all its clients in Argentina, Chile, Colombia, Ecuador, Peru, Uruguay and Venezuela, providing audiovisual content to primary and secondary schools.

In light of possible school closures in several countries of the region as a consequence of the advancement of the Coronavirus, DIRECTV in Latin America announced together with its partners Disney, National Geographic, Discovery, Torneos and Takeoff Media, that it will release during 30 days, starting on March 17 access to the educational content channel Escuela Plus (804).

This measure will benefit all customers located in Argentina, Chile, Colombia, Ecuador, Peru, Uruguay and Venezuela, who will be able to access the channel for free. Almost 10,000 schools have access to this channel in the region, as part of the Escuela Plus Corporate Social Responsibility program.

"Our commitment and that of our educational partners inspired us to offer a quick and efficient solution that will allow continuous learning for children, despite the current difficulties. We hope to continue contributing to the Ministries of Education and to society in general, from our position and through the technology and content of DIRECTV and its partners, "said Sandro Mesquita, Vice President of Social Responsibility and Sustainability - AT&T | Vrio. Latin America.

“AT&T and VRIO are working on different ways to be able to attend their customers and employees as well as the community and the government entities. We reiterate our commitment as an entertainment company responding to our millions of clients in Latin America, who in large part receive information about the situation through their TV-screens. In addition, now we contribute to the school continuity of the students as well, offering the educational content through Escuela Plus on our screens,” said Michael Bowling, President of DIRECTV Latin America.           

At the same time, DIRECTV makes ESCUELA Plus available to its clients offering teaching cards and guides that will allow them to benefit from this content in the best way possible. They are available under the following link: www.escuelaplus.com.

Escuela Plus is a free educational program for rural schools in Latin America. It seeks to bridge the social and technological gap, bringing audiovisual content that complements the primary and secondary curricula of schools.

The program, which is already operating in almost 10,000 schools throughout the region, is promoted by the Sustainability area of ​​AT&T, DIRECTV and SKY in partnership with its strategic partners: Disney, National Geographic, Discovery and Torneos, provide television content and educational cards that guide its educational implementation and Takeoff Media provides the digital platforms for this program.

At the end of January, AT&T Latin America and the Inter-American Telecommunication Commission (CITEL) of the Organization of American States (OAS) signed an agreement to jointly promote digital education programs in schools in America. The initiative is part of the ICT 2030 Alliance, whose main objective is to connect all public schools in the Americas by 2030.

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March 25, 2020

AT&T Gives 20% Bonus to Frontline Employees

We have a responsibility like few other companies during the coronavirus pandemic. Doctors and healthcare providers, our FirstNet first responders and all our customers depend on us to stay connected.

Thank you to all our employees, but particularly our front-line employees who are working hard serving customers during this challenging time.

To show our appreciation for these employees, effective March 25 and until further notice:

• We’ll pay a 20% bonus above the regular hourly base rate of pay to bargained-for employees for all time worked in the field, office or at home. That bonus will be included in their regular rate of pay for purposes of calculating overtime rates.

We appreciate our employees' commitment to being there for our customers and each other. 

March 26, 2020

We are recognizing first-level managers who supervise our non-management employees and first-level managers who are required to leave their homes to complete their work with a monthly appreciation bonus of up to $1,000 for time worked, effective March 25 and until further notice.  We will share more details on eligibility and the payout date soon.

March 10, 2020

Employees in Quarantine

We are providing limited, excused paid time off for anyone who may need to self-quarantine (and cannot work from home) for one of the following reasons:

• Are experiencing COVID-19 symptoms
• Tested positive for COVID-19
• Have been exposed to someone who has tested positive for COVID-19
• Have recently returned from a high-risk country (Level 3 as defined by the CDC) or live with someone who has

Employees at Higher Risk

We are instituting specific work-from-home guidelines in local areas based on various factors, including local health authority advisories. For our employees in jobs where they cannot work from home and may be considered at a higher risk for COVID-19, we are offering up to 80 hours (two weeks) consecutively of excused, paid leave.

Parents During School and Daycare Closures

We know that schools and daycares are closing, and some employees are having to make alternative work arrangements – or even miss work – to care for their children. We are providing limited, excused paid time off up to 80 hours (two weeks) for parents and legal guardians who need time off if a school or daycare closes.

Updated March 13, 2020

Employees who are in jobs that can be done from home should do so until further notice.

Our offices will remain open for employees who need to work onsite, but we ask that employees take the necessary preventative measures to help limit the spread of COVID-19, such as social distancing and preventative personal hygiene.

For employees whose jobs cannot be done from home, including those who serve and interact with our customers, we are taking additional safeguards and implementing new procedures and policies to help protect the health and safety of our workforce.

March 10, 2020

• We restricted international business travel for employees
• We have placed limits on domestic travel
• We have discouraged meetings with vendors that would normally require travel

In general, we’ve cancelled employee attendance at all large internal and external conventions, forums, conferences, and events that require travel.