AT&T Consumer Services

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

Service Agreement Questions

• What are Service Agreements?
• Do the Services Agreements apply to other services, such as
  AT&T WorldNet^® Service?
• What are AT&T Service Guides and where can I find them?
• What types of calls are covered by the Services Agreements?

Consumer Service Guide Web Site Questions

• Do the Service Agreements include an arbitration provision for resolving disputes?
• Does the arbitration provision apply to me if I am a California customer?
• What are Miscellaneous Charges, Credits, and Taxes?
• Where can I find the Rates, Terms and Conditions of a plan offered by AT&T?
• Where can I find the rates and charges associated with the plan I am subscribed to?
• What information can I search for on this web site?
• I'm having some technical problems in accessing the information on this web site.
  What should I do?
• What is a Unique Identifier (UID)?
• How can I order one of AT&T's plans or change to a different plan?
• What if I never subscribed to a plan? What am I being charged?
• How do I know what plan I am currently enrolled in?
• Where can I find an explanation of other charges that appear on my bill, such as
  AT&T Universal Connectivity Charges?

Service Agreement Questions

What are Service Agreements?

Service Agreements contain the terms and conditions under which AT&T's detariffed local and long distance telecommunications services are governed (services no longer governed by tariffs filed with the Federal Communications Commission and/or state public utilities commission). See "AT&T Consumer Services" in the Glossary at the navigation bar to the left for a list of AT&T companies referred to on this web site. See Table I and footnote 2 on the home page, also accessible at the navigation bar to the left, for a description of services that are detariffed and the Service Agreements that cover those services in the various states and territories

Do the Services Agreements apply to other services, such as AT&T WorldNet^® Service?

No. AT&T WorldNet Service is covered by a different agreement. Only detariffed local and long distance telecommunications services (telecommunications services no long governed by tariffs filed with the Federal Communications Commission and/or state public utilities commission) are covered by the Service Agreements referred to in this web site.

What are AT&T Service Guides and where can I find them?

AT&T Service Guides describe AT&T's detariffed services (local and long distance telecommunications services no longer governed by tariffs filed with the Federal Communications Commission and/or state public utilities commission), as well as any special terms and conditions that apply to those services. There is a separate AT&T Service Guide for each of our calling plans, detailing the plan's rates, monthly fees, and other terms. You can find the AT&T Service Guides on the navigation bar to the left.

What types of calls are covered by the AT&T Services Agreements?

Nearly all types of state-to-state and international calls are covered. In-state long distance and/or local calls are also covered in states that have detariffed in-state services. See Table I and footnote 2 on the home page, accessible on the navigation bar to the left, for a description of services that are detariffed and the Service Agreements that cover those services in the various states and territories. Calls made by dialing 10-10-288, 10-10-345, and International Received Collect are not covered by the Agreement.

Consumer Service Guide Web Site Questions

Do the Service Agreements include an arbitration provision for resolving disputes?

Yes. If you have a concern about your service that has not been resolved to your satisfaction, the Service Agreements include a process for contacting AT&T with notice of your dispute. If your dispute is still not resolved to your satisfaction, the Service Agreements include a process for filing a claim with the American Arbitration Association. Please refer to the arbitration provision in your Service Agreement. To determine which Service Agreement applies to you and to access that Service Agreement, please see the Service Agreements tab on the navigation bar to the left.

Does the arbitration provision apply to me if I am a California customer?

No.

What are Miscellaneous Charges, Credits, and Taxes?

Miscellaneous Charges are charges that are not unique to one plan and may apply to more than one AT&T plan. One example of such a charge is the AT&T Universal Connectivity Charge. This charge is included on most AT&T plans. Taxes listed in this section are governmentally imposed taxes applicable to your plan.

Where can I find the Rates, and Terms and Conditions of a plan offered by AT&T?

See the "Rates, and Terms and Conditions" section of the home page, accessible on the navigation bar to the left. That section contains links for the different types of plans available to AT&T customers. For example, if you click on the "Domestic Service Guides" link, it will bring up a list by Display Category of all of AT&T's domestic plans. Click on the plan you are interested in reading and an AT&T Service Guide will provide you with a specific description of the plan. Or, you can access the Service Guides directly by clicking on the applicable Service Guide tab on the navigation bar to the left.

Where can I find the rates and charges associated with the plan I am subscribed to?

The rates and charges will be found in the "Rates and Charges" section of the AT&T Service Guide for your plan. If the plan in question has variable rates, there will be an associated rate table available as a "hot link" within the section.

What information can I search for on this web site?

The "Consumer Service Guides Search" function on the navigation bar enables you to search for keywords contained in the AT&T Service Guide summaries as well as the Unique Identifier (UID) for each Service Guide.

I'm having some technical problems in accessing the information on this web site. What should I do?

To read the documents on this site, you need Microsoft Word and Microsoft Excel or the free viewers for Microsoft Office files. If you are having problems with your AT&T account, call your Customer Care representative.

What is a Unique Identifier (UID)?

This is an internal AT&T identification code used by AT&T systems.

How can I order one of AT&T's plans or change to a different plan?

Please call your AT&T Customer Care representative at the telephone number listed on your AT&T bill.

What if I never subscribed to a plan? What am I being charged?

Customers who are not enrolled in a plan are charged basic rates described in the AT&T State-to-State Direct Dialed Basic Rate Plan Service Guide.

How do I know what plan I am currently enrolled in?

The name of the plan you are enrolled in is included in the fulfillment package you received from AT&T. If you have a question regarding this, please call your AT&T Customer Care representative at the telephone number listed on your AT&T bill.

Where can I find an explanation of other charges that appear on my bill, such as AT&T Universal Connectivity Charges?

In the "Rates, and Terms and Conditions" section on the home page, there is a link for "Miscellaneous Charges and Taxes," which contains Service Guides relating to charges that are not specific to any one plan but are in addition to the Rates and Charges specified in the AT&T Service Guides.