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Cellular FAQ

Accounts and Billing (AT&T)

Can I make a payment by phone?

Yes, you can make a payment by phone by calling 1-866-AT&T (1-866-246-4852) and following the prompts for "Account Information" and "Making a Payment."

Can I manage my account online?

With the AT&T Wireless Manage My Account service you can:

  • View your current and most recent bills
  • View airtime minutes used so far this month
  • Pay your bill via electronic check or credit card
  • Enroll in automatic bill pay
  • Change your address
  • Add or remove optional services
  • Change your rate plan

* Not all online services are available in all markets

Go to Manage My Account service on the AT&T Website.

Note: If you have not yet registered for the Manage My Account Service, you will need your AT&T Wireless account number, mobile number, Social Security Number, and account password, if applicable, in order to register. If you need further assistance, please call us at 1-866-AT&T (1-866-246-4852).

What forms of payment does AT&T accept?

AT&T Wireless accepts the following forms of payment:

  • Personal check, cashier's check, or money order via mail
  • Electronic payment by personal check or credit card
  • Automatic debit from checking accounts or credit cards

What do I do if I think my bill is incorrect?

If you think any charges on your bill may be incorrect, you may speak to a AT&T representative at 1-866-AT&T (1-866-246-4852).

My usage is different from the rate plan I chose. Can I change it?

AT&T Wireless understands your needs as a customer can change, and we want to ensure that the rate plan you are using meets your needs. Please contact your nearest ProTel AT&T dealer to discuss your usage, and we can help find a rate plan to best meet your needs (certain restrictions may apply).

How many minutes have I used so far this month?

With the AT&T Wireless Manage My Account service you can check your minutes used online.

These minutes will be billed to you on your next monthly billing statement.

There may be delays processing network call records. "Minutes Used" may not include airtime used within the last 2-5 days and does not include recent roaming minutes due to delayed processing. "Minutes Available" may not reflect plan or feature changes made within the last 2-5 days.

You can also review the minutes you've used so far this month using our automated phone system by calling 1-866-AT&T (1-866-246-4852) and following the prompts for "Account Information" and "Current Usage since your last statement."

How do I know when I am roaming?

To know if you are roaming, refer to your rate plan brochure map. Your handset may display "AT&T" or "AT&T Extend" when you are on a AT&T Network. Unless specified on your rate plan brochure or Plan Terms, these indicators do not determine whether or not you are roaming or what roaming rates apply in that area. Roaming indicators such as blinking lights or triangles may still function, but do not determine your roaming status.

Can unused minutes be carried over to the next month?

Only with AT&T Home Plans $39.99 and higher with Rollover. Unused package minutes expire: (1) after twelve months (2) immediately upon default or if customer changes rate plans to a non-rollover plan. Rolled over minutes are not redeemable for cash or credit and are not transferable. Minutes will not roll over until after the first month's billing. Rollover does not apply to night and weekend minutes.

Who is billed when a AT&T customer calls another AT&T customer?

Both the caller and the receiver will be charged airtime for the call. Exception: If either party has Mobile to Mobile Calling on their account, that account will not accrue airtime charges. If both parties have Mobile to Mobile Calling, neither account will accrue any airtime charges.

What do I do if my phone is damaged?

If you believe your phone is damaged, please return to the place you purchased it from. You will need:

  • your receipt or proof of purchase
  • the phone
  • all equipment used or purchased with the phone

If your phone is no longer under warranty and you have lock/line cellular phone insurance, you may contact lock/line at 1-888-562-8662 to file a claim.

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