Embed Size (px)
Citation preview
Our best unlimited plans ever - just got better. Endless entertainment with our best deals ever on unlimited plans.
Effective March 2, 2017, AT&T launches AT&T Unlimited PlusSM and AT&T Unlimited ChoiceSM offering consumer and business customers' (AT&T Launches AT&T Unlimited Plus for Business and AT&T Unlimited Choice for Business Plans) unlimited talk, text and data in the U.S. Includes plan usage with no roaming charges for Mexico and Canada*. Options allow customers to select what matters most – flexibility, competitive pricing, data network speeds, and mobile hotspot/tethering capability.
*After 22GB of usage, AT&T may slow data speeds. If voice, text or data use in Mexico and/or Canada exceeds 50% of total use for two consecutive months, feature may be removed.
For Business customers, see AT&T Launches AT&T Unlimited Plus for Business and AT&T Unlimited Choice for Business Plans for plan details.
All prices include an AutoPay (excludes credit cards) and paperless bill discount ($5 for single line/ $10 for multi-line).
1Applies to DIRECTV, DIRECTV NOW, and U-verse TV. 2After 22GB of usage, AT&T may slow data speeds. 3For HD quality, customers must turn off Stream Saver. 4After 10GB, hotspot data slowed to 128Kbps.
Pricing Details
AutoPay and paperless billing required for pricing listed above (excludes credit cards as payment method). Rate plan charge $5 higher for single line/$10 higher for multi-line if AutoPay and paperless billing are not set up.
Plus, AT&T Unlimited Plus customers are eligible to receive a $25 Video Loyalty Credit if they have a TV services (DIRECTV, U-verse TV, and DIRECTV NOW). Exclusions on eligibility apply, see Video Loyalty Credit for details.
Existing customers are required to change/migrate plans to take advantage of this great offer.
AT&T Signature FAN Discounts do not apply to AT&T Unlimited Plus and AT&T Unlimited Choice plans.
o Plans offer a Military/Veteran Discount. See Offer Details > Discounts for details and eligibility.
AT&T Unlimited Plus AT&T Unlimited Choice
Data Plan Options
High speed data.
After 22GB of data usage on a single line, AT&T may slow data speeds on that line during periods of network congestion for the remainder of the bill cycle.
Shared Data Group (SDG)
Single Line Plan Charge o $70 MRC ($75 MRC if
not enrolled in AutoPay and paperless billing).
Multiple Line Plan Charge o $105 MRC ($115 MRC
if not enrolled in AutoPay and paperless billing).
Unlimited data at max of 3Mbps data speeds, identified video at max of 1.5Mbps.
After 22GB of data usage on a single line, AT&T may slow data speeds on that line during periods of network congestion for the remainder of the bill cycle.
Shared Data Group (SDG)
Single Line Plan Charge o $40 MRC ($45 MRC if
not enrolled in AutoPay and paperless billing).
Multiple Line Plan Charge o $75 MRC ($85 if not
enrolled in AutoPay paperless billing).
Device Access Fee
Shared Data Feature (SDF)
Single Line: $20 MRC – Basic/smartphone; $10 tablet Multi-Line $20 MRC – Basic/smartphones, tablets, Connected Car OBD
devices, WHP/WHPI, MiFi, WHPI; $10 wearables (excludes Connected Car at this time).
Discounts
AutoPay - $5 single line /$10 multi-line monthly discount with customers set up with ACH or debit payment methods and paperless billing.
o Credit card payment methods do not qualify the customer for this discount.
Military/Veteran Discount o Do not refer to
discount as FAN discount. Discount is set up as a MRC Modifier.
o 15% discount applied to the Shared Data
AutoPay - $5 single line /$10 multi-line monthly discount with customers set up with ACH or debit payment methods and paperless billing.
o Credit card payment methods do not qualify the customer for this discount
Military/Veteran Discount o Do not refer to
discount as FAN discount.
o Discount is set up as a MRC Modifier.
o 15% discount applied to the Shared Data
Group (SDG) before AutoPay and paperless billing discounts are applied.
o Must be attached to military or veterans FAN and cannot be on unified bill.
Customers that have U-verse or DIRECTV services can receive an additional $25 Video Loyalty Credit. Exclusions on eligibility apply, see Additional Offers.
E.M.O. 50% off all plan pricing (Data plan and Device Access Charges). No other discounts apply.
R.M.O. 50% off all plan pricing (Data plan and Device Access Charges). No other discounts apply.
Group (SDG) before AutoPay and paperless billing discounts are applied.
o Must be attached to military or veterans FAN and cannot be on unified bill.
E.M.O. 50% off all plan pricing (Data plan and Device Access Charges). No other discounts apply.
R.M.O. 50% off all plan pricing (Data plan and Device Access Charges). No other discounts apply.
Plan Eligibility
Eligible
New or existing customers with postpaid wireless service in the Domestic U.S., Puerto Rico, and USVI.
PR/USVI customers are not eligible for the $25 Video Loyalty Credit.
E.M.O. and R.M.O. postpaid wireless service. See Discounts. E.M.O./R.M.O. are not eligible for $5 single line /$10 multi-line
discount or the $25 Video Loyalty Credit.
Ineligible
AT&T Signature FAN discounts do not apply to AT&T Unlimited Plus or AT&T Unlimited Choice plans.
o Military/Veterans are eligible for discounts. See Discounts. Session-based customers.
Line Limits Consumers may have up to 10 lines per Shared Data Group (SDG) with multiple SDGs per account/BAN.
Mobile Hotspot/Tethering
Hotspot functionality enabled. 10GB monthly included per
line. Data used counts towards
22GB per line. After 10GB, tethering speed
may be slowed to 128 Kbps.
N/A
Network Data/Video Speeds
Highest LTE Speeds Available Max of 3Mbps/Max of 1.5Mbps (comparable to SD (480p)
Plan includes unlimited data usage for each line on the account. After 22GB of data usage on a single line, AT&T may slow data
speeds on that line during periods of network congestion for the remainder of the bill cycle.
AT&T may reduced network speeds during times of network congestion only for the impact the line(s) that exceed(s) 22GB of data usage.
Data used in Mexico and/or Canada counts towards the total data usage per line. Impacts may result in reduced network speeds during times of network congestion on that line after exceeding 22GB of data during a bill cycle. If voice, text or data use in Mexico and/or Canada exceeds 50% of total use for two consecutive months, feature may be removed.
For details on AT&T network management policies, visit att.com/broadbandinfo.
Unlimited Talk, Text, and Use of Data
Unlimited talk within U.S., Puerto Rico, and USVI (domestic coverage area), Mexico, and Canada.
Unlimited texts from the U.S. to the world.
Mexico and Canada
Customers can talk, text, and use plan data in Mexico and Canada at no roaming cost.
If voice, text, or data usage in Mexico and/or Canada on one line exceeds 50% of total voice, text, or data usage on that line for two consecutive billing periods, AT&T may remove the roaming feature from all lines on your plan.
Data used in Mexico or Canada counts towards your 22GB threshold. Calls to other countries include ILD service, which can be used to call
countries other than Canada and Mexico: o Per minute pay-per-use (PPU) rates apply unless an ILD
service package is added to the line. Customers cannot share packages among the group.
o Charges may apply to special or premium service numbers. o Rates are subject to change without notice.
Video Quality
Stream Saver defaults on with plan.
Option of on/off. Stream Saver saves data on
content recognized as higher definition video and streams it at Standard Definition quality on compatible devices.
Stream at max 1.5 Mbps, comparable to SD (480p).
Do not discuss Stream Saver with Choice Plan.
o For HD quality, customer must turn stream saver off.
See Provisioning for assisting customers with managing Stream Saver.
Additional Offers
$25 Video Loyalty Credit with AT&T Unlimited Plus
AT&T Unlimited Plus customers that have DIRECTV, U-verse TV or DIRECTV NOW TV service may receive an additional offer of $25 Video Loyalty Credit.
TV services must be installed, active and maintained to qualify. Suspended TV services do not qualify. Discount appears on the customer’s TV bill once systems validate the customer’s TV
services within 2-3 billing cycles. Unification is not required to qualify for the $25 Video Loyalty Credit. Excludes:
o PR/USVI customers o E.M.O./R.M.O. customers o CRU customers o DIRECTV NOW GO BIG $35 Promotion
Check Provisioning
Verify one of the following criteria on each customer's account at time of sale:
A billing address match with the customer’s DIRECTV or U-verse TV and Wireless accounts
OR
A DIRECTV or U-verse TV service address match to an AT&T Wireless billing address, which requires a last name match
OR A customer is unified with AT&T Wireless and DIRECTV or U-verse TV
Failure to verify one of the steps above, will cause the loss of the $25 Video Loyalty Credit.
AT&T 1GB Tablet plan
AT&T 1GB Tablet plan
Overage $15/GB
Plan Elements
$10 MRC. Includes 1GB of data monthly. 1GB Tablet plan is only for customers on single line plans.
Note: Data restriction options are available only through the device.
Eligibility Only single line plans on either the AT&T Unlimited Plus or AT&T Unlimited Choice plans with a smartphone are eligible for this tablet plan.
Plan Excludes
Multiple line plans Tethering (using device as a mobile hotspot). Unlimited international messages sent from or received in U.S., Puerto
Rico, and the USVI. Rollover Data.
Provisioning
Ensure the customer is on a single line plan AT&T Unlimited Plus or AT&T Unlimited Choice plan before adding the 1GB Tablet plan.
1GB Tablet plan is not available on myAT&T and att.com: o Customers are directed to call or visit a store to add.
Centers: Use System X or TLG (not the Zone) to set up the plan.
Existing customers are required to migrate/change to the new plans to take advantage of the offer.
Important - Before changing/adding a customer to either AT&T Unlimited Plus or AT&T Unlimited Choice, review provisioning reminders for important information.
ACH or Debit payment methods are the only method payments for AutoPay that qualify to receive the $5 single line/$10 multi-line discount.
Showcase plan benefits: o AutoPay and paperless billing discount (excludes credit cards). o $25 Video Loyalty Credit on AT&T Unlimited Plus only (See eligibility
exclusions). o 10GB monthly per line mobile hotspot/tethering (AT&T Unlimited Plus only). o Plans have no roaming charges for text, talk and use of plan data in Mexico
and Canada. See Unlimited Choice and Unlimited Plus Huddle. E-mailable Brochure: Unlimited Choice and Unlimited Plus Consumer Brochure.
After 22GB of usage on a line during a bill cycle, AT&T may slow data speeds on that line for the remainder of the cycle during periods of network congestion.
o Data used in Mexico or Canada counts towards your 22GB threshold. For AT&T Unlimited Choice, data speed is max of 3 Mbps, video is max of 1.5 Mbps. Mobile Hotspot – Tethering (AT&T Unlimited Plus only)
o 10GB monthly per line on capable devices, after which AT&T may slow speed to 128 Kbps.
o Using a device as a mobile hotspot counts towards to the total data used per line.
For eligible customers on AT&T Unlimited Plus plan, the $25 Video Loyalty Credit appears on the customer’s TV bill.
Data Free TV does not count towards the 22GB monthly threshold per line. Once your 22GB threshold is met, and you are in a congested area, network management will apply to content delivered by the DIRECTV and U-verse Apps, just like all other content delivered by the AT&T wireless network.
Provisioning Provisioning Reminders
Complete rate plan changes prior to an activation or adding a device on the account. o Parked equipment on Direct Fulfillment (DF) orders prevent the ability to
complete rate plan changes. o Do not attempt to remove the parked equipment to make changes on a
customer's account. o If this occurs, the customer may visit myAT&T to perform a rate plan or
feature change, once they receive and activate their new device. Single Lines: Systems will display Group Full if there is an attempt to add more than
one line on the plan. o To resolve, switch plan option to multi-line to add additional lines.
OPUS Retail will display as AT&T Unlimited so it appears at the top of their list. Talk, text and use plan data in Mexico and Canada are built into the plans.
o No provisioning is required. o Existing customers must have any previous feature codes for Mexico
Roaming Bonus (MRB), Canada Roaming Bonus (CRB), Roam North America– IRRLHCNMX and Roam North America Data – IRRLHCMXD are removed from the lines to prevent errors.
AutoPay and paperless billing are required for monthly $5 single line/$10 multi-line discounts.
FAN discounts do not apply on either AT&T Unlimited Plus or AT&T Choice Plans.
Perform Add / Change AT&T Unlimited Plus or AT&T Unlimited Choice
Confirm customers request to add/change pricing plan with new or existing service. Add/change the wireless price plan with the current date. Current dated plan changes:
o Create service proration charges and credits on the next bill. o Customers receive the benefit of the entire new plan data allowance when the
plan change is made, plan is not prorated. For single line plans that opt to add a tablet, see AT&T 1GB Tablet plan. Note the wireless account.
Managing Stream Saver for AT&T Unlimited Plus
Stream Saver can be managed (turn Off/turn On) for each eligible line of service. Stream Saver is automatically turned “On”. Customers can turn it off and later back
on. Self-Service -Encourage customers to self-manage Stream Saver through myAT&T.
o att.com/myatt or through the myAT&T app. o Refer to www.att.com/offers/streamsaver.html
Representative Assisted – Can assist in turning off/on at customer’s request (Account Holder and Authorized Users only)
o Centers: In myAT&T Zone set Stream Saver to OFF or ON. Reminder - After Stream Saver settings are changed, allow a 5 minute wait then
restart the device for changes to take effect.
Other Resources
AT&T Unlimited Choice SOCs
AT&T Unlimited Plus SOCS
Provide the vanity URL att.com/unlimitedplan to the customer as needed.
Notating Account Guidance
Departments Reasons Needs
Customer Service, MSS, DMDR; Chat, ATS, Customer Loyalty
Existing Wireless customers changing to the AT&T Unlimited plan (CSE, MSS)
Plans and Features > Plans > Data Plans > One and Done > Changed Plan
Competitive
Words That Work
Call Handling with AT&T Signature Discount Customers
Scenario Customer Options Next Steps
Existing Signature Discount customers have a choice on whether to keep their discount on their current plan or move to AT&T Unlimited Choice or AT&T Unlimited Plus plan, where the discount does not apply.
Customers can keep their existing plan and discount – As long as they remain on their current plan, customers will maintain their Signature FAN discounts.
Promote that the customer can add lines as needed to their current plan.
If asked by the customer to compare plans between existing plan discount and either the AT&T Unlimited Choice or AT&T Unlimited Plus, say: “Let’s take a look at your data usage and monthly bill under your current plan and compare it to the new Unlimited Plans”.
Customers can choose to move to one of the new AT&T Unlimited Choice or AT&T Unlimited Plus plans – These plans provide tremendous value to our customers. As such, Signature Discounts do not apply to the AT&T Unlimited Choice and Plus Plans.
Signature accessory discounts continue to apply.
Reminder: For customers to remain eligible for the additional benefits other than the monthly discount, it is important to continue to validate customers on the appropriate FAN.
As a reminder, once a customer migrates from a legacy rate plan with a Signature Discount that
rate plan will not be available in the future.
FAQs General
Do customers need to change their rate plan to the new AT&T Unlimited Choice or Plus plans?
Yes, customers will need to request the change to their plan to get the new offer.
Does this plan offer the 1GB Tablet Plan/$10 MRC that was offered on the previous AT&T Unlimited Plans?
The 1GB Tablet Plan for $10 MRC is only offered on the single line plans for both the AT&T Unlimited Choice and AT&T Unlimited Plus plans only. Customers with one smartphone may add the 1GB Tablet plan for $10 MRC.
What happens if my customer stops AutoPay and/or paperless billing while on the AT&T Unlimited Choice or AT&T Unlimited Plus plans?
Customers on these plans must maintain AutoPay and paperless billing to receive the monthly $5 single line/$10 multi-line plan discount. Discounts will discontinue if the customer does not meet requirements.
What if a customer on a single line plan wants to add additional lines?
Customers with a single line on an AT&T Unlimited Choice or AT&T Unlimited Plus will need to change to the multi-line AT&T Unlimited Choice or AT&T Unlimited Plus plan if they are adding additional smartphones. Customers on the single plans can add a tablet plan for $10MRC for 1GB of data.
Can customers use a credit card to set up AutoPay?
No, only debit card and ACH (bank draft) are eligible for the AutoPay and paperless billing discount. CRU customers are eligible to use credit cards, but are not required to set up paperless billing.
Will the AT&T Unlimited Choice and AT&T Unlimited Plus offer additional Connected Car plans?
No, AT&T Unlimited Choice and AT&T Unlimited Plus do not have additional Connected Car plan offers. Connected Car accessories can be added for an additional $20 per device on the multi-line plans.
Are existing customers able to change back to the previous AT&T Unlimited Plan?
For existing customers who no longer want the AT&T Unlimited plan, they choose from a plan currently offered in AT&T's portfolios: Escalations can be supported by contacting the Retail Support Team (RST) for AT&T Retail and Authorized Retail or Customer Service to open a Clarify case to attempt to add back the expired rate plan.
Discounts
Does this plan include 4th Smartphone Free Discount?
No, there is no 4th Smartphone Free Discount on the AT&T Unlimited Choice (AT&T Unlimited Choice for Business) or the AT&T Unlimited Plus (AT&T Unlimited Plus for Business). Device Access Charges $20 MRC – Basic/smartphones, tablets, Connected Car OBD devices, WHP/WHPI, MiFi, WHPI; $10 wearables (excludes Connected Car at this time).
Do Signature customers qualify for the FAN discounts on the new plans?
Signature customers are eligible to change to the new unlimited rate plans, but will not be eligible for the FAN discount on the AT&T Unlimited Choice or AT&T Unlimited Plus plans. Signature customers are still eligible to get FAN discounts on accessories if applicable per their FAN contract.
Do E.M.O. and RMO accounts qualify for the $25 discount on TV services?
No, E.M.O. and RMO customers are not eligible for the $25 discount on TV services offered with the AT&T Unlimited Plus plan.
If a customer has AT&T Unlimited Plus and adds TV service, when will the customer receive the $25 Video Loyalty credit on their bill?
Once eligibility has been confirmed by AT&T, the customer will see the credit on their TV bill within 2-3 billing cycles.
Are DIRECTV NOW customers eligible for the $25 TV discount if they have wireless services?
Yes, with the exception of the grandfathered $35 GO BIG promotion plans.
If the DIRECTV NOW customer moves off of the grandfathered $35 GO BIG promotion to another DIRECTV NOW package (with wireless service), will they be eligible for the $25 discount?
Yes, once eligibility is confirmed the credit will be applied within 2-3 billing cycles.
If a customer is receiving a $10 unified bill credit, will they also get the $25 video loyalty credit for wireless and TV services?
Yes. If the customer is currently receiving a $10 unified bill credit they will also get the $25 discount on their video bill.
