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REPORTING PROBLEMS AND CHECKING STATUS FAQS

The most common problems people have are no dial tone or static on the line. We have provided a Troubleshooting Quick Reference Guide for your Telephone Service that provides a step-by-step guide to performing both inside and outside test on your phone lines as well as some quick tests to do before calling for service. By performing these quick tests you will help us send the right technician; in fact you may not need a technician at all.

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


How do I process a claim with my AT&T Telephone Protection Plan?

Follow these simple steps and you're covered!

If your telephone set or Caller ID display unit is in need of repair, visit the AT&T Telephone Protection Plan website or call 1-866-844-5144 to submit your claim. Representatives are available to take your call Monday through Friday, 8:30 a.m. - 12 Midnight ET and Saturday, 8:30 a.m. - 4 p.m. ET. You can only submit a claim on registered equipment. You must register your telephone equipment to submit a claim.

You will either receive a replacement set or a box and prepaid mailing label in which to return your unit to the repair center.

You will receive the repaired or replaced product approximately 10 days from the date it was received at the repair center or the date the approved claim was initiated.

In the event that your equipment cannot be repaired, you will be provided with a "like, kind, and quality" replacement, at no charge!

For complete details, please refer to the AT&T Telephone Protection Plan Terms and Conditions.

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How do I check the status of a trouble ticket report?

If you have previously reported a problem with your local phone service please follow the instructions below to obtain the current status of the reported problem.

  • Call 1 800-288-2747.
  • Follow the prompts to verify your information until you hear "This is the Main Menu."
  • Once you have reached the Main Menu press 3 for "Problems with no dial tone, or other Local Repair and Maintenance issues."
  • From the Local Repair and Maintenance Menu press 2, "To get status information on a previously reported telephone service problem."

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What should I do if my jack is broken?

If you notice any physical damage to your telephone jack or inside wires, contact an AT&T Local Repair Representative. If you prefer, you may email us by completing the AT&T Online Repair Form.

If you are enrolled in the Inside Wire Maintenance Plan or the AT&T Complete Maintenance Plan, AT&T will repair your inside wiring and wall jacks at no additional charge.

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What should I do if I am having trouble with my outside wire?

If you notice any physical damage to your outside wires, contact an AT&T Local Repair Representative. If you prefer, you may email us by completing the AT&T Online Repair Form.

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What charges apply when I request a repair?

Customers who subscribe to an Inside Wire Maintenance Plan are not charged for work covered by their plan. Each separate phone line must be individually subscribed to an Inside Wire Maintenance Plan to be covered by the plan. A "Failure to Cancel Premise Visit Charge" may apply if an appointment is not cancelled prior to the scheduled appointment window.

Customers who do not subscribe to an Inside Wire Maintenance Plan will be charged for a premise visit, labor, and associated materials when a repair appointment is scheduled. These charges apply under the following situations:

  • when a customer's phone is not covered by an Inside Wire Maintenance Plan. Each phone must be individually subscribed to an Inside Wire Maintenance Plan to be covered by the plan;
  • when additional services are requested which are not covered by a plan;
  • when an Inside Wire technician finds that a service problem is related to inside wire and is not covered by a customer's Inside Wire Maintenance Plan;
  • when additional services are performed on customer request at the time of initial service beyond establishing initial service Dial Tone (tie-down) to one jack of the technician's choice.

Also, a "Failure to Cancel Premise Visit Charge" may apply if an appointment is not cancelled prior to the scheduled appointment window.

Please see Maintenance Plans and Other Charges, to view current rates and to see Inside Wire Maintenance Plan details.

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