ATT Mobility for State of Wisonsin Customer Service Guide.pptx

Customer Service Guide State of Wisconsin Updated by Yanaris San Miguel

FirstNet and AT&T Legacy Services Guide

AT&T Customer Service Guide / May 27, 2025/ © 2024 AT&T Intellectual Property Your Account Team

AT&T Service Management Support Responsible for post-sales support, including items not resolved by Customer Care, as well as Premier website portal updates.

24 x 7 contact available for customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.

Educate and provide ongoing training and support for customer self-service, account maintenance option; FirstNet Central/Premier, FirstNet Helpdesk, Billing/Dispute Resolution.

Has the ability to provide reporting on account information…. Example: rate plan info, equipment info, billing info Can provide support for billing questions and engage receivables management when necessary. Can provide billing reporting Responsible for bringing resolution to issues, engaging other departments and being champion for status reports back to customer and leadership.

Uses various systems to troubleshoot problems and determines possible resolution.

FirstNet Customer Service

(800) 574-7000 Interactive Voice Response, speak your request and the call will be routed to the correct team for assistance.

* SEE NEXT SLIDE FOR IVR REFERENCE GUIDE*

24 Hours a Day, 7 Days a Week Email: FNCustomerService@amcustomercare.att-mail.com

FirstNet International Support: In US: (800) 574-7700;

while Roaming Roaming Internationally: (469) 675-7700

Email Support Escalation: Firstnet.escalations@att.com http://businessdigital.web.att.com/BCSSEscalationRequest/ Monday - Friday 8 AM - 8 PM EST Call FNSC (800) 574-7000 if there is a service impacting issue outside of the escalation teams support hours.

FNCS provides specialized business care services to support the wireless management needs of program administrators (Telecom Managers and Key Contacts). Contact Voice Support for rate plan changes, address changes, upgrades, billing questions, account splits/consolidations, suspend/cancel and problem resolution.

Email: Customer-submitted requests to FirstNet mailbox

• 24 lines or less: 1-2 business days

• 25-99 lines: 3-5 business days

• 100+ lines

Customer Service Guide:

When calling, the message asks “How can I help you today?”

State the reason of the call. (for example: “I want to change my rate plan”, “make a payment”, “discuss my bill”, “no data connection”, etc.)

When the system asks for a wireless phone number:

Always enter the FirstNet mobile number you are calling about.

The system will ask you to confirm your role:

“Are you responsible for managing your company’s wireless and data communications? Or, are you calling about your individual wireless service?”

Telecom Managers & Authorized Order Placers say: “Company” and enter 6 digit FAN Contact PIN associated with the FAN that you received in email.

End Users say: “Individual” and enter 4-8 digit End User PIN associated with the CTN If the user has no PIN, they will still route into FirstNet support, but will be unverified and only available to receive general assistance.

If you are onboarded to the FirstNet Helpdesk support… When calling to report a technical or network issue, Say “Help Desk” Message will respond, “Please say or enter your 4 digit Help Desk PIN” Enter your 4 digit HD PIN. No additional validation is required.

FirstNet automated features: The following transactions can be completed without speaking to a rep.

Just say… Activate a device –requires a billing zip code Order Status – requires an order number or phone number of the device the order is associated with Make a Payment – requires a valid FAN Contact or End User PIN Suspend a line for Lost/Stolen - requires a valid FAN Contact or End User PIN Usage Summary - requires a valid FAN Contact or End User PIN Reset Voicemail Password - requires a valid FAN Contact or End User PIN FirstNet Support: IVR REFERENCE GUIDE

AT&T Customer Service Guide / May 27, 2025/ © 2024 AT&T Intellectual Property

FirstNet Premier Support FN Premier Support: (800) 574-7000 FN Local Control link: https://localcontrol.firstnet.att.com/ https://firstnetcentral.firstnet.com

Monday - Friday 8 AM - 10 PM EST ** Chat available after logging into Local Control/Premier

FirstNet Premier Support is for Technical Issues/ Web site issues, Navigation help, Return Exchanges (Premier Orders ONLY), Questions on your Premier order. Complete upgrade to new equipment.

Note: When calling regarding an order, it is important to have your Order Number ready.

Customer Service Guide: FirstNet Premier Support

Customer Service Guide: Enhanced Care and Care plus Enhanced Care

(800) 999-5445 + Your 5-7 digit PIN Monday - Friday 8:30 AM - 8:30 PM EST Email: SelectNBS@amcustomercare.att-mail.com Escalations can be emailed to: Select.NBS.Escalations@att.com Enhanced Care provides specialized business care services to support the wireless management needs of program administrators (Telecom Managers and Key Contacts).

** Contact BSMC Voice Support for rate plan changes, address changes, upgrades, billing questions, account splits/consolidations, suspend/cancel and problem resolution.

Enhanced Care Plus

(800) 999-5445 and automated self-service Voice response system 24 Hours a Day, 7 Days a Week

TOBR: 1-800-331-0500

Representatives are available to assist:

Monday - Friday 8 AM - 10 PM EST and Saturday - Sunday 9 AM - 9 PM EST Business_Support@amcustomercare.att-mail.com Monday - Friday 8 AM - 10 PM EST

Enhance Care Plus provides specialized business care services to support the wireless management needs of program administrators (Telecom Managers and Key Contacts).

** Contact BSMC Voice Support for rate plan changes, address changes, upgrades, billing questions, account splits/consolidations, suspend/cancel and problem resolution.

Premier Support Center Premier Support Center: (866) 499-8008 Monday - Friday 8 AM - 10 PM EST ** Chat available after logging into Premier

Premier website:

https://www.wireless.att.com/businesscare

Premier training:

https://businessdigital.att.com/trainingregistration

Premier How-to Videos & Tutorials https://www.wireless.att.com/businesscenter/premier/how-to.jsp

Premier provides assistance with Technical Issues/ Web site issues, Navigation help, Return Exchanges (Premier Orders ONLY), Questions on your Premier order. Complete upgrade to new equipment. Note: When calling regarding an order, it is important to have your Order Number ready

Customer Service Guide: Premier Portal information

Mobility International Support - Advanced Technical Support (ATS)

(800) 335-4685 toll free from USA

(314) 325-6925 from outside the USA 24 Hours a Day, 7 Days a Week

Chat available at www.att.com/global 24 Hours a Day, 7 Days a Week

ATS – International provides 24x7 support.

Provides voice and data technical assistance to customers roaming internationally.

Business Solutions Mobility Center ** Formerly Business End User Care

(800) 331-0500 or 611 from a wireless phone 24 Hours a Day, 7 Days a Week

BSMC supports business end users. Our knowledgeable BSMC Representatives provide customized service and have access to your company's profile – including Wireless programs, pricing, and offers specific to your company. BSMC can assist with service and/or account level changes, billing inquiries, technical support, equipment orders, and overall wireless information.

Customer Service Guide: Mobility International Support and Business Solutions

PAG – Porting Account Group

(888) 898-7685 Monday - Friday 7:30 AM - 1:00 AM EST Saturday - Sunday 9 AM – 10 PM EST

PAG provides assistance with any porting issues – Complete port, pending port, ported number still billing.

Receivables Management Local Market Accounts (Reporting FANs) (800) 351-9056 Consolidated Billing (Billing FANs) (888) 789-5649 SEI (Separate Equipment Invoicing) (877) 275-4679 Monday - Friday 8 AM – 8 PM EST

Receivables Management can research payments, reconcile past due amounts, or for questions on details of charges. For instance, account level charges not associated with a wireless number.

Customer Service Guide: additional resources

Customer Service Guide: additional resources Apple iPhone Support Customer Service (877) 571-0223 Technical Support (800) 694-7466 Monday - Friday 8 AM - 12 AM EST

Apple iPhone Support provides assistance and troubleshooting on Apple Devices. The Apple Care Protection Plan for iPad can be purchased at the online Apple Store: http://store.apple.com Note: AT&T Mobile Insurance WILL cover all iPhone models Device Support https://www.att.com/devicehowto/dsm.html#!/

Device Support is an online resource to learn how to use and troubleshoot your wireless phone, tablet or wearable.

Warranty Exchange:

(800) 801-1101 Monday - Friday 8:30 AM - 8:30 PM EST

Warranty Exchanges after 30 days. This can also be handled by calling into BMSC Standard Care directly.

AT&T Business Support Site http://www.wireless.att.com/businesssupport/

AT&T Business Support is an online resource for AT&T Business Customers. Include Phone & Device information, Order Status inquiry, Community Forums, links to Premier + International information + FAQs and more.

Customer Service Guide: additional resources Business Care Central-AOP https://carecentral.att.com/AOPS

Business Care Central provides helpful online information for Authorized Order Placers (AOP). Customers can review Premier training, learn how to request bulk changes, review Easy Tips for SIM, IMEI change + more.

Number of devices impacted Wireless number or SIM of impacted users (if large impact, sample will be used) Signal strength/Received Signal Strength Indicator (RSSI) Location of trouble report Status - On or Off AT&T network Error message When problem was first discovered Troubleshooting steps already covered Any internal changes that might contribute to the issue Provide Helpdesk and Telecom Managers’ hours of operation Provide secondary contact.

For voice & data issues Requested troubleshooting information

AT&T Customer Service Guide / May 27, 2025/ © 2024 AT&T Intellectual Property - AT&T Proprietary Building Address Square footage of area requested and total # of floors Expected total number of users in the affected area Expected number of ATT users in the building Customer name of site Point of Contact(POC) Phone number and Email Address and site access hours Please describe voice issues Please describe data issues Is there an existing DAS or In-Building system that covers this location Is Building Owned or Leased Is there dirty internet available for backhaul Please provide floor plans of area-fire evacuation plans are fine For voice & data issues Requested troubleshooting information For In Building Issues

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