Show:
AT&T Internet Air
AT&T Fiber
AT&T Wireless
Charges & Fees
Customer Services
100

What is AT&T Internet Air?

Internet Air is our new home internet delivered over the reliable AT&T Wireless network.

100

What is the range of Internet speed you can receive when you have AT&T Fiber?

Fiber speeds range from 300mbps to 5 GIGs

100

What are the 3 plans that come with the AT&T Unlimited Your Way?

Unlimited Starter SL, Unlimited Extra EL, Unlimited Premium PL

100

What is the charge for an Activation fee?

A one time charge of $35.

100

If a customer wants to cancel services, are you able to cancel their internet account?

No, transfer the customer to Loyalty. 
200

What is included in Straightforward Pricing? 

  • No overage fees.
  • No price increase at 12 months.
  • No equipment fees.
  • No annual contract.
200

What allows you to manage screen time and set daily internet time limits with Parental Controls?

AT&T Smart Home Manger App

200

What is Unlimited Your Way? 

With Unlimited Your Way, you can pick the Unlimited Premium PL, Unlimited Extra EL, or Unlimited Starter SL plan for each line on your account.

200

What is a Restoral fee and how much is?

Charged for reconnecting service on accounts suspended for non-payment. $35

200

Customer request a new due date for their internet bill, what and where does this need to be completed?

Bill cycle change in Customer Connect.

300

What is included with AT&T Active Armor Internet Security?

Proactively helps block malicious threats from ever reaching devices 24/7.

300

What are common sources for signal interruptions?

  • Microwave ovens.
  • Cordless phones.
  • Wireless speakers.
  • Baby monitors.
  • Garage door openers.


300

I have 2 lines on my account, my wife and myself, assigned to the Premium PL plan. I want to add 3 lines on the Starter SL plan. I do not have AP/PB. My wife is also CNA. What will be my monthly quote? 

$234.95

300

What is the cost for a dispatch fee for a customer who wants to move equipment?

  • $150 (dispatch fee).
300

What are the AYS behaviors? 

Greet, Understand, Recommend, Confirm, Educate, Thank

400

Where can you place an order for NEW Internet Air Service?

Customer Connect. 

400

How many Wi-Fi extenders is a customer allowed on their account and what is the cost for the Wi-Fi extenders?

For up to 5 extenders, and pay just $10 for the services.

400

I will be traveling to The Dominican Republic and Puerto Rico this summer. I have the Unlimited Premium PL plan. Will I be covered under that plan?

In the Dominican Republic you will, but Puerto Rico you will not.

400

What are Proration charges
(partial month of service charges)? 

  • Are an estimated per-day cost. Occur when a customer starts new service or changes an existing service on a date other than the end of their bill cycle date. 
400

What are the 4 pillars that define our Culture Model?

Service Customers First, Move Faster, Act Boldly, Win As One.

500

Is Internet Air a portable Internet service?

No, service is specific to the customer's address and is not for use at other locations.

500

What is the pricing for a customer when they sign up for Internet 1000 and have a Military Appreciation Offer attached to their Internet account?

$80 with AP/PB. Appreciation Offers do not apply to Internet accounts.

500

What are the changes to AutoPay/Paperless Billing (AP/PB) discounts?

  • Credit card discount moving from $5 off per phone line to no discount.
  • Debit card discount moving from $10 off per phone line to $5 off a month.
  • Automated Clearing House (ACH) bank account auto-payment remains at $10 off a month.
500

What is a Late payment fee? 

A late payment fee is charged when an account balance over $5 has not been paid.

500

What is our 4 Point Close?

Recap, Confirm, PCN, Extra Smile :)