Assistance

How may I help you?

LOCAL SERVICE GENERAL FAQs

Just click on a question from the list below to view the answer.


How can I get a copy of the AT&T Local Service Guide?

View or print the AT&T Local Service Guide.

Back to Top.

How do I order an additional or second telephone line?

To order an additional or second phone line, contact an AT&T Local Service Representative.

Back to Top.

How do I change my local calling features?

You can change your local calling features online at the Update Your Calling Features web site.

All you need is your Customer Center User ID (Telephone No.) and Password. If you do not have an online account, there is an option to set one up on the web site.

Back to Top.

How can I find out if a number is in my local calling area?

Visit the AT&T Local Number Lookup website to find number(s) in your local calling area. Once on the site, you will need to enter the area code and first 3 digits of your phone number. You can check for a single number or display all numbers in your local calling area.

Back to Top.

What is local number portability (LNP) between wire line and wireless carriers?

LNP will allow consumers to switch from their wireless carrier to another, from wireless to wire line and from wire line to wireless within the same general metropolitan area. There are some geographic limitiations so you should check with your wireless or wire line carrier to determine if porting a particular number is possible.

Once porting becomes available, who should consumers contact if they want to port their number to a new carrier?
Consumers should contact their prospective new carrier.

Are carriers allowed to charge for number porting, and, if so, how much can the charges be?
Carriers are allowed to recover their costs of implementing LNP by charging fees to customers. Carrier fees are not established at this time.

If a consumer has a long-term contract with a wireless carrier, is that consumer still obligated to pay an early termination fee even if he/she ports the phone number to a new carrier?
Consumers should contact their wireless provider.

Will porting my number cause any problems with Emergency 911?
During the time the number is being ported from the old carrier to the new carrier, there may be a period of "mixed service" when Emergency 911 service is affected. If customers call 911 during this period, the call should go through. However, the 911 operator may not be able to call consumers back if the call gets disconnected.

Before porting either a wireless or a wire line number, consumers should ask their new service provider how long the porting process will take and how the porting process will affect emergency services.

Will porting my number cause any issues with home security systems?
If your home security system needs access to a wire line, it is possible that you may lose your security system connectivity capabilities.

Back to Top.

What is the Inside Wire Maintenance Plan?

An optional warranty program that provides labor and material costs for repairs to your inside wire and jack to a single phone line for a monthly fee. Services provided are unlimited service calls, problem diagnosis and repair of telecommunications wiring and jacks. This service is billed one month in advance. Inside Wire (IW) Maintenance Plan coverage begins 30 days after enrollment (after 1 billing cycle). Pricing is on a per phone line basis.

AT&T Local Service customers can learn more and enroll in the Inside Wire Maintenance Plan via website, Update Local Calling Features, or contact an AT&T Local Service Representative.

The plan covers existing wiring and equipment (i.e., jacks) only and does not cover the installation of new jacks or jack-reconfiguration. If Maintenance and Repair dispatches an Inside Wire technician who finds the problem to be in your premise equipment (i.e. telephone, fax, modem, answering machine, etc.), you will be charged for the premise visit and all other applicable charges even if you are enrolled in the Inside Wire Maintenance Plan. Please see Maintenance Plans and Other Charges, to view current rates. To ensure complete coverage, please see the AT&T Complete Maintenancesm Plan. The Inside Wire Maintenance Plan is not a requirement for Local Service. Customers with multiline accounts are not required to have the Inside Wire Maintenance Plan on all lines, however, the plan must be placed on the line receiving benefit.

View the complete terms and conditions for the Inside Wire Maintenance Plan.

Back to Top.

What is the AT&T Complete Maintenancesm Plan?

The AT&T Complete Maintenancesm Plan is a bundled offer that includes both Inside Wire Maintenance Plan and AT&T Telephone Protection Plan covering inside wire on the primary phone line only and all registered telephone equipment, Caller ID units and answering machines that you own. Telephones, regardless of make and model, may be eligible for repair or "like" replacement. You are limited to repairs and replacement equal to $400.00 in total repair value for claims processed in any 12-month period, commencing with the date upon which you first subscribe to the plan. Specific equipment coverage exclusions may apply.

AT&T Local Service customers can learn more and enroll in the AT&T Complete Maintenance Plan via the website. To sign up for a maintenance plan, click on Update Local Calling Features. Once on the Update Your Calling Features page, click the continue button and follow the online instructions. You can also call at 1-866-599-4105. Representatives are available to take your call Monday through Friday, 8 a.m. - 12 Midnight ET.

Remember to register your telephone equipment after you have signed up.

For complete terms and conditions for the AT&T Complete Maintenancesm Plan please reference the terms and conditions for both the Inside Wire Maintenance Plan and the AT&T Telephone Protection Plan listed below.

Back to Top.

What is the AT&T Telephone Protection Plan?

The AT&T Telephone Protection Plan provides comprehensive protection for your home telephone equipment, Caller ID units and answering machines that you own. Telephones, regardless of make and model, may be eligible for repair or "like" replacement. You are limited to repairs and replacement equal to $400.00 in total retail value for claims processed in any 12-month period, commencing with the date you first subscribe to the plan. Specific equipment coverage exclusions may apply.

AT&T Local Service customers can learn more and enroll in the AT&T Telephone Protection Plan via website, Update Local Calling Features, or by calling 1-866-599-4105. Representatives are available to take your call Monday through Friday, 8 a.m. - 12 Midnight ET.

Remember to register your telephone equipment after you have signed up.

Inside Wire Maintenance Plan sold separately or as part of the AT&T Complete Maintenancesm Plan.

View the complete terms and conditions for the AT&T Telephone Protection Plan.

Back to Top.

What is CPNI?

Customer Proprietary Network Information or CPNI includes information on the quantity, type, billing information and destination of customer's calls. For example, the amount a customer spends using a telecommunications carrier's services is CPNI.

A customer's name, address and phone number are known as Subscriber List Information and are not CPNI.


Why is AT&T asking consumers to use their personal information?
We are interested in using CPNI data to more accurately design and offer our customers new and different communications-related products and services in which they might be interested. For example, a telecom carrier that has access to a consumer's CPNI data can offer a customer the calling plan that is suited to the customer's calling patterns, taking local, long distance and international calling into consideration, if appropriate.

We will use a variety of ways to notify current customers, including but not limited to bill inserts and post cards, depending on how we bill them and communication preferences they have expressed to us. New customers will receive notification as part of their fulfillment package.

Is AT&T the first telephone carrier to use CPNI data?
No. Other carriers, including Verizon, have already sent similar notices to their customers. If AT&T does not have the same ability to offer customers all our services based on their CPNI data, then we will not be able to fully serve our customers.

How can customers contact AT&T to request to restrict CPNI?
Customers who want to request to restrict CPNI should call AT&T at 1 800 645-6309. Customers who are billed separately for additional telephone numbers will have to call for each billed telephone number to request to restrict CPNI for that one.

Customers that call will reach an interactive voice response system (IVR). First, they will be asked to select voice prompts in English or Spanish; then, they'll be given an explanation of CPNI, asked to verify their telephone number, told what action to take to "request to restrict CPNI;" and finally, they'll hear confirmation of their action. Customers will be able to respond verbally, as well as by touching the appropriate key on their touch-tone telephone.

How long do consumers have to let AT&T know they can't use their information?
Once customers receive our notification with the explanation of CPNI, they can call our toll-free number to "request to restrict CPNI" at anytime. If the customer does not request to restrict CPNI, AT&T may use their CPNI 30 days after the notification was sent (33 days if sent by U.S. mail). However, even after that period, customers can contact us to request to restrict CPNI, and we will stop using their CPNI information.

If consumers restrict the use of CPNI, will they miss offers of new products and services?
Yes, that's possible, but CPNI is only one tool AT&T can use to gauge customer's potential interest in our products and services. In addition, customers can always check our Web site or call our customer service representatives to ask about new products and services that might interest them.

You can find more information about CPNI on our Web site in our privacy policy information.

Back to Top.

Ask a Question

(Example: How do I pay my bill?)