AT&T Inc. provides wireless, fiber internet, and home phone services to consumers and businesses in the United States, and also operates AT&T Mexico. The company is headquartered in Dallas.
AT&T Responsiveness rating
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What you need to know about AT&T
We receive complaints about AT&T. Here’s one where the company promised a $700 rebate for a tradein, and another one where the account is closed but the customer is still being billed. We recently heard from one of our readers who described a resolution process so Byzantine and confusing that it has cost AT&T a point in its customer responsiveness rating. Also, this customer was overbilled, by a lot. AT&T accidentally canceled this customer’s phone.
- AT&T’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with AT&T with our insider guide or through our executive contacts.
- Here are our frequently asked questions about AT&T.
AT&T customer service response times
| Phone support | AT&T does not publish target wait times. Readers should expect typical hold times of 1 to 30 minutes, with longer waits during outages or peak business hours. |
| Email support | AT&T does not offer customer service email. Inquiries submitted through the online contact form typically receive a response within 1 to 5 business days. |
| Live chat support | Response times: Initial response is generally within 1 to 5 minutes. Availability: AT&T does not list customer service times. |
| Social media | AT&T is active on Facebook, X (formerly Twitter), Instagram, LinkedIn, YouTube, TikTok, and Pinterest. |
| Help center/FAQ | AT&T help center/FAQ provides quick answers to common questions regarding internet, DIRECTV, U-verse TV, home phone, and AT&T Prepaid topics. It includes outage status, bill and account help, device support, troubleshooting, password reset, order tracking, and trade-in tools. |
How to resolve a problem with AT&T
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: AT&T and DirecTV are separate companies. Here are the DirecTV contacts.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.AT&T mailing address
208 S. Akard Street
Dallas, TX 75202
AT&T loyalty program
AT&T does not have a traditional loyalty program. The company offers the AT&T Signature Program, which provides wireless plan discounts to eligible business employees, union members, and students, as well as the AT&T Points Plus Card from Citi, which earns Citi ThankYou Points on eligible purchases. New and existing customers also have access to periodic device promotions, trade-in offers, and bundling discounts, but these are not part of a points-based or tier-based loyalty program.
AT&T social media channels
AT&T executive customer service contacts
Primary Contact
Jeff McElfresh
Chief Operating Officer
208 S. Akard Street
Dallas, TX 75202
jeff.mcelfresh@att.com
Secondary Contact
Pascal Desroches
Senior Executive Vice President and Chief Financial Officer
208 S. Akard Street
Dallas, TX 75202
pascal.desroches@att.com
Chief Executive
John Stankey
Chairman, Chief Executive Officer, and President
208 S. Akard Street
Dallas, TX 75202
j.stankey@att.com
AT&T customer service policies
Web services terms of use
Governs use of AT&T’s websites, including registration, password security, acceptable use, intellectual property, third-party products, online ordering, and disclaimers. AT&T may change these terms at any time, and continued use of the sites constitutes acceptance of any changes. The terms include limitations of liability and an arbitration framework where applicable.
Return and exchange policy
AT&T accepts returns and exchanges of wireless devices and accessories within 14 days of the purchase or shipping date (30 days for Corporate Responsibility users). Restocking fees of up to $55 may apply for items returned to AT&T-branded retail stores; Apple devices returned in unopened packaging are not subject to a restocking fee. Refunds are issued to the original payment method and may take up to two AT&T billing cycles.
Privacy notice
Describes what personal, account, network, location, and device information AT&T collects, how it is used and shared, and the choices customers have regarding marketing, location data, and online advertising. It also explains how to access and correct personal information and how to exercise rights under state privacy laws.
AT&T self-service links
How do I check for an AT&T outage?
To check for an AT&T outage, visit the AT&T Outage Center and enter your address or sign in to your account to see whether wireless, internet, or TV services are experiencing interruptions in your area. The outage tool also provides estimated restoration times, troubleshooting steps, and updates on ongoing service issues.
How do I view or pay my AT&T bill?
You can view or pay your AT&T bill by signing in through the AT&T Account Support Center. Once logged in, you can review current and past bills, make one-time payments, enroll in AutoPay, manage payment methods, and monitor account activity for wireless, internet, or bundled services.
How do I reset my AT&T password?
If you need to reset your AT&T password, go to the AT&T Password Reset Page and follow the prompts to verify your account. You can reset your password using your AT&T email address, wireless number, or user ID, then create a new secure password to regain access to your account.
How do I check my AT&T order status?
To check your AT&T order status, use the AT&T Order Status Tool and enter your order number along with your billing ZIP code. This page allows customers to track wireless devices, internet equipment, upgrades, and accessories from shipment through delivery.
How do I trade in or recycle a device?
You can trade in or recycle a device through the AT&T Trade-In and Recycling Support Page. Eligible smartphones, tablets, and other electronics may qualify for trade-in credits toward a new device, while older electronics can be responsibly recycled through AT&T’s recycling program.
How do I test my AT&T internet speed?
To test your AT&T internet speed, use the official AT&T Internet Speed Test Tool. The speed test measures download speed, upload speed, and latency to help troubleshoot slow internet connections and determine whether your service is performing as expected.
How do I get help using my AT&T phone internationally?
For help using your AT&T phone internationally, visit the AT&T International Support Center to explore international day passes, roaming options, travel coverage, and country-specific rates. You can also manage international features on your account before traveling abroad.
How do I find an AT&T store?
To find an AT&T store near you, use the AT&T Store Locator and search by ZIP code, city, or state. The locator provides store hours, directions, available services, and information about authorized retailers and corporate locations.
How do I activate AT&T Prepaid service?
You can activate AT&T Prepaid service by visiting the AT&T Prepaid Activation Page and entering your SIM card and device information. The activation process lets you select a prepaid plan, transfer an existing number if needed, and start using your AT&T Prepaid wireless service quickly online.
How do I reach AT&T customer service?
You can reach AT&T customer service by phone or live chat. Here are the relevant numbers:
For wireless services: Call (800) 331-0500 or dial 611 from your AT&T cell phone.
For AT&T prepaid: Call (800) 901-9878.
Visit the AT&T support center for more options.
How do I email AT&T?
AT&T does not provide a direct email address for customer service. You can use its online chat or call the provided phone numbers.
How do I talk to a U.S. AT&T representative?
When calling AT&T customer service, you’ll typically speak to representatives based in the U.S. If you’re calling from outside the U.S., use the international customer service number, +1-314-925-6925.
What is the AT&T prepaid customer service number?
For AT&T Prepaid, call (800) 901-9878.
How do I speak to AT&T prepaid customer service?
Call (800) 901-9878 for AT&T Prepaid customer service.
Is AT&T a phone carrier?
Yes, AT&T is a telecommunications company that provides wireless phone services, among other services.
What communication services does AT&T offer?
AT&T is a multinational corporation that offers communication services, including wireless, internet, TV, and home telephone services.
How can I arrange for new service?
For new accounts, call (800) 333-6651 or (866) 861-6075. Representatives are available Monday to Friday from 7 a.m. to 9 p.m. Central time.
What is the contact number for international travelers?
For assistance while traveling abroad, call +1-314-925-6925. This support line is available 24/7.
How do I get support for FirstNet services?
For FirstNet service support, call (800) 574-7000. It is available 24/7. FirstNet is only available for first responders and the public safety community.
What are the contact numbers for individuals with disabilities?
AT&T offers TTY and voice support for individuals with disabilities. For TTY, call (866) 241-6567. For voice support, call (866) 241-6568. Service is available Monday to Friday from 9 a.m. to 9 p.m. Central time.
What is the contact number for billing inquiries?
For any billing inquiries, call (800) 288-2020. Representatives are available Monday to Friday from 7 a.m. to 9 p.m. and Saturday from 8 a.m. to 9 p.m. Central time.
How do I get technical support?
For technical support, call (800) 288-2020 from 4 a.m. to 1 a.m. Central time.
How can I contact repair services?
For AT&T repair services, call (800) 246-8464.
Are DirecTV and AT&T the same company?
No, AT&T and DirecTV are related but remain separate companies.
When can I contact AT&T customer service?
AT&T customer service is available 24/7.
How can I provide feedback or file a complaint?
Submit feedback or complaints through the contact form on the AT&T website, by calling customer service at (800) 333-6651 or (866) 861-6075, or by visiting an AT&T store.
What should I do if I lose my AT&T device?
If you lost your AT&T device, report it immediately through your account on the AT&T website or app, or contact customer service at (800) 333-6651 or (866) 861-6075. You can also suspend your service and potentially locate your device if it’s equipped with tracking capabilities.
How can I check my AT&T data usage?
Check your AT&T data usage by logging into your account on the AT&T website or app. Your data usage is also included on your monthly bill.
I'm a former CenturyLink or Quantum Fiber customer. What happens now that AT&T has bought Lumen's fiber business?
AT&T announced its acquisition of substantially all of Lumen’s mass-market fiber business in May 2025 and closed the deal in 2026, adding more than 1 million fiber subscribers in markets such as Denver, Seattle and Salt Lake City. AT&T has said the transition will happen over time and customers will be notified about any changes to billing, equipment, or account login. If you have questions during the transition, call AT&T at (800) 288-2020.
AT&T was involved in a data breach. What should I do?
AT&T has notified customers about data security incidents in recent years. If you receive a notice from AT&T about your account, follow its specific instructions, change your AT&T passcode, and consider placing a free fraud alert or credit freeze with the three major credit bureaus. Watch for phishing texts or calls claiming to be from AT&T. The company will not ask for your full account passcode by phone or text. For account-specific questions, call (800) 288-2020.
Why isn't there an AT&T customer service email address?
AT&T does not publish a public customer service email. The company directs customers to its online chat and support portal, to call (800) 288-2020, or to visit a retail store.
I traded in my phone and AT&T says I won't get the full promotional credit. What can I do?
AT&T trade-in promotions usually require a qualifying plan, an eligible device in working condition, and continued service for a set period. Credits are issued as monthly bill credits, not upfront discounts, and can be reduced or cancelled if any condition isn’t met. Ask AT&T in writing for the exact promotion terms tied to your trade-in and the specific reason for the credit denial.
AT&T closed my account but is still billing me. How do I stop the charges?
Call (800) 288-2020 and ask for a final bill statement with itemized charges and credits. Get a confirmation number for the cancellation, write down the agent’s name, and request that any open balance be reviewed. If charges continue, dispute them in writing to the address above and consider filing a complaint with the FCC at consumercomplaints.fcc.gov.
I'm being charged a restocking fee for returning my device. Is that allowed?
AT&T’s return and exchange policy allows restocking fees of up to $55 on items returned to AT&T-branded retail stores. The fee is waived for Apple devices returned in unopened packaging. Returns and exchanges must be made within 14 days of purchase or shipping (30 days for Corporate Responsibility users). Refunds, less any restocking fee, are issued to the original payment method and can take up to two AT&T billing cycles.
My phone is locked to AT&T. How do I unlock it?
AT&T will unlock an eligible device once the installment plan or service commitment is fully paid, the device is not reported lost or stolen, and the account is in good standing. Submit the unlock request at att.com/deviceunlock. AT&T typically responds within two business days with the result of the request.
Where can I find out if AT&T service is out in my area?
AT&T’s outage information page reports outages for wireless, internet, TV, and home phone services. You can also sign in to check for outages tied to your specific account and address.
How to get professional help with your AT&T problem
If you need help with AT&T, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of AT&T?
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AT&T is probably one of the worst companies as far as customer service goes. I requested phone service and my Internet, which went out Saturday and was given a Window the following week which is today and now the appointment was canceled by AT&T total inconvenience to the customers part your customer service doesn’t do anything as far as timeframe or helping the customers by any means I’m very disappointed not like it used to bedat&T
