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As our company responds to COVID-19, the health and safety of our employees and customers remain our top priority. The work we do is critical to millions of people and companies around the world, and we’re committed to being there when our customers and colleagues need us most. Here’s how we’re responding.
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Latest Updates
March 27, 2020 5:00pm CT
AT&T Communications CEO Jeff McElfresh discusses network, employees and support for first responders with Cheddar.
*By clicking on this link you are leaving AT&T’s website. The views, opinions and other information presented by the external site do not necessarily reflect those of AT&T.
Elevated Calling and Data Use Continues on Thursday
Overall our network is performing well as our customers shift to staying home during the COVID-19 pandemic and we continue to see high demand for connectivity. Our dedicated employees are working around the clock installing, maintaining and repairing equipment so our customers can communicate with each other and stay connected to the world. Performance on our FirstNet network for first responders has been excellent. Our investments in our network and in software defined networking have given us the tools to monitor and dynamically adjust traffic patterns. We are adding capacity to address congestion when and where it appears.
Thursday (March 26, 2020) Network Insights:
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 29% yesterday compared to the same day last month.
- We’ve seen a 46% increase in text messaging in the last two and a half weeks.
- Wireless voice minutes of use were up 27% compared to an average Thursday.
- Consumer home voice calling minutes of use were up 38% from an average Thursday.
- We currently have 10 portable cell sites operating and have deployed more than 22 during the response to COVID-19 to bolster coverage for our FirstNet customers.
March 27, 2020 11:30am CT
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.
COVID-19 Puts FirstNet to the Test
The events of Sept. 11, 2001 changed the world as we knew it. Lives were lost, major economic and societal impacts struck the nation, and first responders’ inability to talk with one another in an emergency was exposed. This is what led to the creation of FirstNet – the only nationwide, high-speed broadband communications platform dedicated to and purpose-built for America’s first responders and the extended public safety community.
Once again, our country is experiencing a national crisis likely to change the way we operate. And while we don’t fully know how the COVID-19 pandemic will affect the future, we do know that with FirstNet, public safety can be confident in their critical communications capabilities as they effectively coordinate and respond today and for decades to come. Visit our latest blog to learn how first responders across the country are putting FirstNet to the test, and reconfirming their confidence in the nation’s only dedicated network for public safety.
FirstNet Apps Integral in First Responder COVID-19 Response Efforts
The COVID-19 public health crisis is creating a wave of change in how society operates. While consumers are using more apps to manage working from home and helping their children with distance learning, stay engaged and entertained, public safety agencies across the country are using the FirstNet App Catalog as they adjust and modify their response to COVID-19.
First responders are using this dedicated technology and app ecosystem to respond to routine and emergency situations every day in communities large and small. And as public safety’s partner, FirstNet is helping first responders efficiently and effectively coordinate and communicate their emergency response. The catalog identifies more than 100 highly secure apps tested for public safety that can help cost-effectively enhance their situational awareness and other capabilities. Check out the latest examples of the app here.
March 26, 2020 8:00pm CT
Bonus for Frontline Managers
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 26, 2020 1:45pm CT
AT&T CEO of Consumer Encourages Digital Interactions for Quicker Service
AT&T CEO Thaddeus Arroyo encourages customers with a myAT&T account to visit att.com or tap the app for 24/7 access. These 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.
You can do more at att.com and the myAT&T app with 24/7 access:
- Check your balance
- Pay your bill
- Make payment arrangements
- Wi-Fi troubleshooting
- Add or remove a feature
- Purchase accessories
Calling Keeps Cruising on Wednesday
AT&T’s network continues to perform well during the coronavirus pandemic. We continuously monitor bandwidth usage which reveal network trends, and provide us the ability to add capacity in areas where we see potential congestion in our network.
Network insights from Wednesday, March 25:
- Wireless voice minutes of use were up 30% compared to an average Wednesday.
- Wi-Fi Calling minutes of use were 93% higher than an average Wednesday.
- Consumer home voice calling minutes of use were up 51% from an average Wednesday.
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 21% yesterday compared to the same day last month.
- We currently have 8 portable cell sites operating and have deployed more than 18 during the response to COVID-19 to bolster coverage for our FirstNet customers.
For an overview of our initiatives related to COVID-19 through March 25, click here.
March 26, 2020 11:30am CT
AT&T PREPAID and Cricket Intro New Limited Time Offers
Beginning Friday, March 27, AT&T PREPAID is offering new ways to help ease financial stress during these difficult times, click here for more information.
Also beginning Friday, March 27, at Cricket Wireless, we’re offering new ways to help customers during this tough time, click here for more information.
March 26, 2020 10:30am CT
AT&T CEO Jeff McElfresh Discusses Network Performance on Yahoo! Finance
AT&T CEO Jeff McElfresh catches up with Yahoo Finance’s Alexis Christoforous, Brian Sozzi, and Dan Howley this morning on how the telecommunications industry is navigating and serving customers through the coronavirus crisis.
*By clicking on this link you are leaving AT&T’s website. The views, opinions and other information presented by the external site do not necessarily reflect those of AT&T.
March 25, 2020 3:30pm CT
AT&T Gives 20% Bonus to Front Line 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.
CWA Recognizes AT&T Actions to Support Employees
Our members are doing incredible work under extraordinary circumstances, and the bonus pay we negotiated with AT&T recognizes that work. We have also worked together to reach agreements for enhanced safety procedures and sick and family leave protection for all CWA-represented AT&T workers.
Our priority is to ensure worker and customer safety, solve problems, and provide reliable essential service to our customers. We continue to work collaboratively to address issues as they arise.
AT&T’s response to this crisis should be a model for other corporations. Concrete actions like this bonus, enhanced safety procedures, sick and family leave protection, and suspension of stock buybacks prove that AT&T cares about its employees and their customers.
Wi-Fi Calling Continues to Lead the Way as People Stay Connected on Tuesday
AT&T’s network continues to perform well during the coronavirus pandemic. We continue to see significantly higher than normal calling minutes of use across our network, with Wi-Fi calling leading the way. We continuously monitor bandwidth usage with tools that analyze and correlate network statistics, which reveal network trends, and provide us with performance and capacity reports that help us manage our network.
Network insights from Tuesday, March 24:
- Wireless voice minutes of use was up 30% compared to an average Tuesday.
- Wi-Fi Calling minutes of use was 70% higher than an average Tuesday.
- Consumer home voice calling minutes of use were up 40% from an average Tuesday.
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 28% yesterday compared to the same day last month.
- We currently have 7 portable cell sites operating and have deployed more than 18 during the response to COVID-19 to bolster coverage for our FirstNet customers.
Connecting Military and Family at No Cost
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.
Be on the Look Out for Scammers
Scammers are trying to take advantage of the global health emergency. While we have not seen an increase of suspicious robocalls across our network, an increasing percentage of fraudulent robocalls are using coronavirus as bait.
Here are some of the things we do to fight bad robocalls, and how you can help.
- We recently added AT&T Call Protect1 for millions of AT&T wireless customers at no charge. It’s a network-level service that automatically blocks suspected fraud calls. It also labels spam and other categories of calls so you can choose to answer or not.
- To block more unwanted calls, send them straight to voicemail, or customize the service, you can download our free accompanying app of the same name – AT&T Call Protect.
- You can report unwanted robocalls that get through – to help us make our blocking services even stronger. Just click on the bad call in the app’s call log.
For more details, visit our latest blog posted in the "Consumers" section on this site.
AT&T Business CEO Discusses the Latest on COVID-19 Response and Serving Customers
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 25, 2020 3:30pm CT
Check out our latest television ad.
March 25, 2020 3:30pm CT
Hear Jeff McElfresh, AT&T Communications CEO, talk about our network performance, our support of FirstNet and the first responder community and how we are caring for our customers and employees.
March 24, 2020
AT&T Offering Schools 60 days unlimited data for Laptops, Tablets and Hotspots; Also Offers free access to Caribu Video Calling App
With the unprecedented impacts COVID-19 is having on society, keeping millions of students and teachers home for the foreseeable future, we’re stepping up to enable virtual classrooms across the country. Beginning today, we’re 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.
And schools know they need to protect their students while online – so we’re also making AccessMyLANTM for the qualified lines available at no cost for 60 days. 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. Please visit the Community section, under Supporting Education, on this site to learn more about these offers.
Additionally, to help keep families connected during this uncertain time, AT&T is also 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. The Caribu application, which integrates children's books, coloring activities, and games will be available to families across the country and around the world, free of cost, for the next two months.
Caribu is the second recipient to receive a contribution from AT&T’s new $10 million Distance Learning and Family Connections fund, announced last week. AT&T has also contributed $1M to Khan Academy to help improve and expand online learning resources to meet growing demand from parents, teachers and students, including those who rely on free resources and need Khan Academy the most.
AT&T is also 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 24, 2020
More Calls on Monday as Customers Stay Connected from Home
AT&T’s network continues to perform well during the coronavirus pandemic. Our customers continue to make a lot of calls, with Wi-Fi calling continuing to lead the way up 78% versus a normal Monday as customers keep connected while staying home. We continuously monitor bandwidth usage with tools that analyze and correlate network statistics, which reveal network trends, and provide us with performance and capacity reports that help us manage our network.
Network insights from Monday, March 23:
- Wireless voice minutes of use was up 39% compared to an average Monday.
- Wi-Fi Calling minutes of use was 78% higher than an average Monday.
- Consumer home voice calling minutes of use were up 45% from an average Monday.
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 27% yesterday compared to the same day last month.
- We currently have 8 portable cell sites operating and have deployed more than 18 during the response to COVID-19 to bolster coverage for our FirstNet customers.
March 22, 2020
Watch Randall Stephenson, AT&T Chairman & CEO, share an update on the network and talk about how our technicians are providing support to first responders during COVID-19 response.
March 22, 2020
Unparalleled FirstNet support for first responders, updated pledge to waive wireless overage fees
As first responders 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. It’s this type of unparalleled emergency support that distinguishes FirstNet, the only nationwide wireless broadband communications platform dedicated to America’s first responders and public safety community, from best-effort commercial wireless networks built for consumer use.
We’re committed to helping our customers and our communities get through this crisis. That’s why today we’ve also announced an addition to our Keep Americans Connected Pledge.
As of March 13, 2020, and for the next 60 days, we will 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.
We’re here with you and keeping you connected.
March 21, 2020
Extending Paid Leave for Our Employees
As we continue to assess the impact of COVID-19 on our business, our people and our communities, we recognize some of our employees have specific needs and cannot fulfill their roles either at the workplace or from home during this time – so we want to continue to help. We are extending our original 80 hours of paid, excused time off to up to a total of 160 hours for the following scenarios:
- Employees who have tested positive for COVID-19 and remain quarantined.
- Employees who are at higher risk due to an underlying health condition (60+, heart disease, lung disease, diabetes, cancer).
- Parents or guardians of children whose schools or daycares have closed for COVID-19 and for whom another child care option is not yet available.
- Primary caregiver for someone diagnosed with COVID-19 who is unable to provide self-care.
We are grateful for what our employees are doing to deliver on the important responsibility of taking care of our nation’s first responders and FirstNet subscribers, healthcare providers, government leaders, educators and critical businesses as they turn to us for support through this unpredictable storm.
March 20, 2020
AT&T Closing Additional Retail Locations Today
Due to coronavirus, starting today 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.
March 20, 2020
Network Trends: Work-From-Home Drives Voice Calls
Our wireless network continues to perform well as we all adjust to new habits and routines, but we are seeing a few shifts in traffic volume.
Over the last week, voice calls have jumped 25.5%. Data usage has been essentially flat, though, as people head home and connect their devices to their personal Wi-Fi.
In fact, we have seen data usage spread out from traditional concentrations in urban areas to suburbs as everyone is doing their part to maintain social distancing.
We’re seeing similar trends across our own employee base. For example, conference calls are up 19%, as we’ve asked many of our employees to work from home starting this week. And instant messaging is 15 times higher.
When face-to-face communication isn’t possible, staying connected by other means is vital.
911 call volumes across our wireless network have been steady, and we’re always monitoring that most critical network service to support the most urgent needs.
This is a new world, and it seems to change daily. We have the tools in place to keep up. Our Global Network Operations Center monitors the network 24x7, and our software-centric network allows us to respond rapidly to surges, enable capacity enhancements as needed, and quickly address any security concerns.
You can count on us.
March 20, 2020
Expanded Content for Our Video Customers
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’re kicking it off with an complimentary preview of SHOWTIME for our DIRECTV and U-verse customers until March 26. And in the coming weeks, we’ll offer additional previews of premium channels and additional free content, including more news and entertainment, and kids programming. Visit our Consumers and Communities section for more details.
March 20, 2020
AT&T Creates New $10M Distance Learning & Family Connections Fund
We’ve created a new Distance Learning and Family Connections Fund to give parents, students and teachers tools they need for at-home learning. The fund also will provide resources to maintain meaningful connections and bonding opportunities for those isolated from family and friends.
Our first contribution of $1 million will go to Khan Academy. This collaboration will improve and expand online learning resources to meet growing demand from parents, teachers and students, including those who rely on free resources and need Khan Academy the most. It will also support the development of new resources designed specifically for COVID-19 school closures.
With an estimated 47 million students now learning from home in the U.S. alone, Khan Academy is meeting a critical need. Our collaboration comes alongside a $1 million contribution from Google.org for this online learning initiative, as we both commit to support distance learning. Please see our Consumer and Communities section for more information.
Launched New Command Centers to Support AT&T Business 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. We’re highlighting three of the six Command Centers in our latest story and will highlight the next three in an upcoming post. Please see our customer and communities section for more information about our command centers.
March 19, 2020
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.
Serving Those Who Serve
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 public safety community.
Letter From CEO of AT&T Communications
Updated March 18, 2020
I don’t think any of us have ever experienced a situation quite like this one. The coronavirus (COVID-19) pandemic has affected virtually everyone around the world, upended the engines of commerce, closed schools and some businesses, and disrupted the rhythms of our daily lives.
Connectivity is always essential to our customers – doctors and nurses, first responders, governments, banks, grocery stores, pharmacies and others delivering vital services. It’s even more critical during a public health crisis that’s challenging everyone. In fact, as a critical infrastructure provider, AT&T believes we have a civic duty to step up and keep our customers and communities connected.
I wanted to share some of the ways the people of AT&T are working to respond. We will keep this site updated with new developments as they happen.
Our path forward
One of AT&T’s core values is to Be There when people need us. And we can’t do that if our employees are sick. A simple, effective way to minimize risk is to maximize social distance. So last Friday, we implemented a sweeping work-from-home policy. If AT&T employees can work from home, they will.
We greatly appreciate our customers’ patience as we manage through these challenging times. In these situations, we work to prioritize and serve critical needs. And because we anticipate higher call volumes, we recommend, when your need isn’t critical and when possible, reaching out through att.com or our myAT&T app for customer support, additional resources or to access our online store.
Staying safe on the frontlines
At the same time, we have implemented new policies and guidelines to help protect our non-management and management employees who are on the frontline serving customers or who can’t do their jobs from home. We’re working to keep up with demand for hand sanitizer and other supplies and are sourcing these from multiple vendors.
In retail, our goal is to limit employees’ exposure while still upholding our responsibility to meet the essential needs of customers, FirstNet subscribers and the public safety community, who are counting on us.
- So, today we’ll begin closing 40% of our company owned retail stores nationwide. Closures will continue while we concentrate our resources on select stores to meet the immediate service needs of our customers, including first responders and healthcare providers.
- At stores that do remain open, we’re adjusting store hours to 11 a.m. to 7 p.m. local time, and we’re closing all stores on Sundays.
- Staffing in stores that remain open will adhere to social distancing guidelines, while still being able to serve customers.
Our call center capacity has declined because of the leave accommodations we have made for employees who are parents of children whose schools have closed and our employees who are at higher risk for the coronavirus. As a result of reduced capacity in our call centers, we’re taking the following steps:
- Using new IVR (Interactive Voice Response) messaging that encourages customers to take advantage of our self-help online tools at att.com.
- Adjusting call center staffing levels and shifts to ensure proper social distancing. This may result in longer hold times for service.
- And just like in retail, we’re taking actions to prioritize service issues — optimizing the handling of calls, whether inbound or outbound, and balancing capacity across all functions.
Our field technicians play a critical role in installing and repairing our services for millions of businesses and consumers. While their mission is essential to keep our customers connected, we also recognize that there is a balance between providing service and keeping our technicians safe. To accomplish that balance, we’re providing them 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. Our first priority is repair of the network and the services we provide to customers. Our second priority is installing broadband for health care providers, first responders, government and other essential business and service providers. We will work other installations as resources allow.
Supporting customers and communities
Here’s what we’re doing to help our customers and our communities get through this:
- Last week, we announced that we are suspending broadband usage caps for our home internet customers. That means no overage fees while people are home using more data.
- We’re keeping our public Wi-Fi hotspots open for anyone who needs them.
- We continue to offer internet access for qualifying limited-income households at $10/month through our Access from AT&T program.
- We won’t terminate service of any wireless, home phone or broadband residential or small business customer due to an inability to pay their bill as a result of the coronavirus pandemic – and we’re waiving late payment fees for those customers.
- We are underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association. It’s available to help all educators handle school closings and virtual learning.
- As public safety’s partner – not simply a vendor or commercial network provider – our FirstNet teams are working closely with first responders – firefighters, police, medics and more – to keep them connected when and where they need it most.
- And we are helping businesses and universities stand-up virtual offices and classrooms with conference call and video conferencing with Cisco Webex Meetings with AT&T. We’re also enabling businesses to forward calls to both mobile and landline phones with AT&T IP Flexible Reach.
Connecting First Responders
For over a month now, police, fire, EMS, public health, emergency management and military personnel have been working around the clock to respond to the coronavirus pandemic. Through FirstNet, AT&T is not just a vendor or commercial network provider. We're the partner for public safety providers, giving first responders the connectivity that they need to serve our communities.
- Emergency Operations Centers: FirstNet liaisons at AT&T are embedded with state and federal emergency operations centers. This strengthens public safety’s command and control of their network and helps ensure they have the mobile connectivity and devices they need to respond to the coronavirus.
- FirstNet Fleet: All at no additional charge, public safety agencies on FirstNet have access to a dedicated fleet of 76 deployable cell sites. The deployment of these assets is led by the FirstNet Response Operations Group, a team of former first responders who manage the program in alignment with the National Incident Management System and FEMA’s National Response Framework.
We've deployed FirstNet fleet assets such as portable cell sites, optimized the network or provided FirstNet Ready™ devices to support quarantine zones, airports, emergency operations and other public safety centers.
Looking Ahead
I want you to know that AT&T will continue to do everything we can do to help. I truly believe that together we can help slow the spread of the coronavirus and lessen its impact. And once we do that, it is only a matter of time before we get our communities back to normal.
Thank you for your patience and understanding as we work through this challenge together.
Jeff McElfresh
CEO of AT&T Communications
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FirstNet & First Responders
Updated March 21, 2020
Public Safety’s Network Supports COVID-19 Emergency Response from Coast to Coast
Police, fire, EMS, public health, emergency management and military personnel have been working around the clock to assess and mitigate the COVID-19 spread nationwide. And that means having the connectivity they need to efficiently and effectively coordinate and communicate their emergency response. As public safety’s partner – not simply a vendor or commercial network provider – FirstNet is proud to be by their side, helping to address public safety’s needs and deliver for the people our communities are counting on most. FirstNet is the only nationwide wireless broadband communications platform dedicated to America’s first responders and public safety community. Public safety agency and individual first responders can sign-up for service or order devices online.
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Consumers
AT&T Remains Focused on Keeping You Healthy and Connected
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:
- Homes … where parents are working and kids are being schooled remotely.
- Businesses … where those who must be in the office, due to the nature of their work, have a critical need to stay connected.
- 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.
- Quarantine centers … where both the medical staff and the patients in their care need to stay connected to the outside world.
March 24, 2020
AT&T Closing Additional Retail Locations
Due to coronavirus, starting today 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, to limit the number of people in our stores, we’re asking customers to first go online to handle bill payments, troubleshooting, device upgrades, activations or service requests for wireless, internet and video. That will allow our store employees to best serve critical customer needs including essential new lines of service and upgrades, equipment and accessory replacements, as well as essential troubleshooting. This will also help stores 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.
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 25, 2020
Fighting Coronavirus Scam Calls
Scammers are trying to take advantage of the global health emergency. We have not seen an increase of suspicious robocalls across our network. But an increasing percentage of fraudulent robocalls are using coronavirus as bait.
Here are some of the things we do to fight bad robocalls, and how you can help.
We recently added AT&T Call Protect1 for millions of AT&T wireless customers at no charge. It’s a network-level service that automatically blocks suspected fraud calls. It also labels spam and other categories of calls so you can choose to answer or not.
You don’t have to do anything to make the service work. But if you want to do more, you can.
- To block more unwanted calls, send them straight to voicemail, or customize the service, you can download our free accompanying app of the same name – AT&T Call Protect.
- You can report unwanted robocalls that get through – to help us make our blocking services even stronger. Just click on the bad call in the app’s call log.
We work behind the scenes for you, as well. Earlier this month, our global fraud team reached a new milestone: They’ve blocked 6 billion suspected illegal robocalls since the launch of our network analytics-based blocking program in 2016. The program works in addition to AT&T Call Protect, and it covers everyone on our network – home phones, business phones, wireless and VoIP.
We also work to protect our customers from abusive, illegal and unwanted text messages. You can help there, too. Please forward suspicious text messages, including coronavirus messages, to 7726 (SPAM) so we can investigate them.
Finally, the AT&T Mobile Security app can help protect you against fake apps that may try to take advantage of the world crisis. It also provides alerts about data breaches.
The best defense against all kinds of fraud is still the same – stop and think. You can read more about coronavirus scams on our Cyber Aware website.
1 AT&T Call Protect is available for consumer and business postpaid wireless accounts with eligible service. AT&T Call Protect is not available for AT&T PREPAID℠ accounts. AT&T Call Protect service requirements: Compatible device is required and includes iPhone 6 or newer, running iOS v9.3+ and AT&T HD Voice-enabled Android smartphones. Some features vary by device operating system. Phones sold by other carriers or direct from device manufacturers may not be eligible for AT&T Call Protect.
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.
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Businesses
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Network
Updated March 20, 2020
Network Preparedness & COVID-19
As a global company, we have extensive experience in planning for and responding to a wide variety of situations around the world. Our teams are closely monitoring developments in the coronavirus (COVID-19) outbreak and are taking the appropriate steps – consistent with CDC and WHO recommendations – to help maintain the ongoing health and safety of our employees and customers.
FAQ
March 27, 2020
Elevated Calling and Data Use Continues on Thursday
AT&T’s network continues to perform well during the coronavirus pandemic. We continuously monitor bandwidth usage which reveal network trends, and provide us the ability to add capacity in areas where we see potential congestion in our network.
Network insights from Thursday, March 26:
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 29% yesterday compared to the same day last month.
- Wireless voice minutes of use were up 27% compared to an average Thursday.
- Wi-Fi Calling minutes of use were 78% higher than an average Thursday.
- Consumer home voice calling minutes of use were up 38% from an average Thursday.
- We currently have 10 portable cell sites operating and have deployed more than 22 during the response to COVID-19 to bolster coverage for our FirstNet customers.
March 26, 2020
Calling Keeps Cruising on Wednesday
AT&T’s network continues to perform well during the coronavirus pandemic. We continuously monitor bandwidth usage which reveal network trends, and provide us the ability to add capacity in areas where we see potential congestion in our network.
Network insights from Wednesday, March 25:
- Wireless voice minutes of use were up 30% compared to an average Wednesday.
- Wi-Fi Calling minutes of use were 93% higher than an average Wednesday.
- Consumer home voice calling minutes of use were up 51% from an average Wednesday.
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 21% yesterday compared to the same day last month.
- We currently have 8 portable cell sites operating and have deployed more than 18 during the response to COVID-19 to bolster coverage for our FirstNet customers.
March 25, 2020
Wi-Fi Calling Continues to Lead the Way as People Stay Connected on Tuesday
AT&T’s network continues to perform well during the coronavirus pandemic. We continue to see significantly higher than normal calling minutes of use across our network, with Wi-Fi calling leading the way. We continuously monitor bandwidth usage with tools that analyze and correlate network statistics, which reveal network trends, and provide us with performance and capacity reports that help us manage our network.
Network insights from Tuesday, March 24:
- Wireless voice minutes of use was up 30% compared to an average Tuesday.
- Wi-Fi Calling minutes of use was 70% higher than an average Tuesday.
- Consumer home voice calling minutes of use were up 40% from an average Tuesday.
- Our core network traffic -- which includes our business, home broadband and wireless usage -- was up 28% yesterday compared to the same day last month.
- We currently have 7 portable cell sites operating and have deployed more than 18 during the response to COVID-19 to bolster coverage for our FirstNet customers.
March 20, 2020
Our wireless network continues to perform well as we all adjust to new habits and routines, but we are seeing a few shifts in traffic volume.
Over the last week, voice calls have jumped 25.5%. Data usage has been essentially flat, though, as people head home and connect their devices to their personal Wi-Fi.
In fact, we have seen data usage spread out from traditional concentrations in urban areas to suburbs as everyone is doing their part to maintain social distancing.
We’re seeing similar trends across our own employee base. For example, conference calls are up 19%, as we’ve asked many of our employees to work from home starting this week. And instant messaging is 15 times higher.
When face-to-face communication isn’t possible, staying connected by other means is vital.
911 call volumes across our wireless network have been steady, and we’re always monitoring that most critical network service to support the most urgent needs.
This is a new world, and it seems to change daily. We have the tools in place to keep up. Our Global Network Operations Center monitors the network 24x7, and our software-centric network allows us to respond rapidly to surges, enable capacity enhancements as needed, and quickly address any security concerns.
You can count on us.
- Our network continues to perform well. In cities where the coronavirus has had the biggest impact, we are seeing fewer spikes in wireless usage around particular cell towers or particular times of day because more people are working from home rather than commuting to work and fewer people are gathering in large crowds at specific locations.
- We continuously monitor bandwidth usage with tools that analyze and correlate network statistics, which reveal network trends, and provide us with performance and capacity reports that help us manage our network. This is standard practice for AT&T. It’s what we do.
- AT&T uses self-healing architectures and restoration technologies to maintain a reliable network.
- We’ve set a high standard for network reliability through our patented Real Time Network Routing (RTNR) system. The RTNR system automatically completes domestic calls via any of more than 134 possible routes. These systems help ensure network reliability by rerouting circuits in the event of a failure on the core network.
- We prepare and train year-round for business continuity and disaster recovery scenarios with our experts around the world.
- AT&T’s Global Technology Operations Center is committed to 24x7 identifying and managing IT-related service continuity risks across the enterprise. The organization has established procedures designed to minimize the risk, the cost, and the duration of disruption to essential business processes in the event of a major crisis or disaster.
- Accordingly, we have taken a number of steps to help ensure the reliability of AT&T critical business processes and supporting infrastructures in order to provide high-quality communication services to AT&T customers. This includes up-front prevention and mitigation efforts, as well as comprehensive emergency response and recovery plans in the event of a disaster or crisis.
- We are aligned with industry standards for business continuity and resiliency. And we have a business continuity management program that focuses on continuous improvement and evolving threats.
- No one can be certain of the extent and effects of an event or disaster, but AT&T is in a strong position for preparedness.
- AT&T maintains mobility network capacity in the U.S. by closely monitoring traffic in service areas.
- Wireless voice and data traffic changes daily, so we have an extensive program to keep our network’s capacity flexible to deal with normal bandwidth projections.
- We continuously monitor our networks 24x7 for faults and address most of them via redundant systems. Continuous analysis of network statistics helps us ensure that we meet our operating and engineering standards.
AT&T determines when to add network capacity based on network load as well as business and traffic forecasts.
Our technology planning and engineering teams manage capacity in the following categories:
- Backbone links (core, edge, and uplinks)
- Peering links (private and public)
- Customer ports on access routers
- Device “soft limits”
We continuously monitor bandwidth use with a proprietary tool that analyzes and correlates network statistics, which reveal network usage trends, and provides us with performance and capacity management reports.
In addition, the tool compares report metrics with engineering objectives and notifies our operations team when the load exceeds specified thresholds.
- We support our customers through their business continuity plans by providing a wide array of products and services that will help maintain particular customer operations, applications, work centers and networks.
- For example, many employers use virtual private networks, or VPNs, as highly secure, dedicated channels for remote users to access the same network they normally have at work.
- AT&T works with our customers on VPN solutions and uses multiprotocol label switching (MPLS) to create a virtual private network.
- For resources to help you plan and mitigate unforeseen events, please visit the AT&T Business Continuity Website.
Keep Americans Connected Pledge
Updated March 22, 2020
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 (as of March 13, 2020), we will:
