COVID-19: Our Response / Nuestra Respuesta

As the Coronavirus (COVID-19) situation evolves, AT&T's response to it evolves in real time. / Mientras desarrolla el estado de Coronavirus (COVID-19), la respuesta de AT&T al virus también evolucionara en tiempo real.

For our latest updates in English, please visit: about.att.com/pages/COVID-19.html.

Para nuestras últimas actualizaciones en Español, visite: about.att.com/pages/COVID-19_spa.html.

AT&T Chairman & CEO Provides Update on CNN

UPDATE: March 23, 2020

As our company responds to COVID-19, the health and safety of our colleagues, customers and communities remains our top priority. How we respond is critical to millions of people and companies around the world, and we’re committed to being there when they need us most. And we have a special responsibility to America’s first responders and public safety community, who rely on FirstNet, the nationwide wireless broadband communications platform dedicated to them, built and managed by AT&T.

Although this is an especially uncertain time, AT&T devotes enormous resources into planning for the unexpected. We maintain an ongoing continuity plan to ensure that every one of our internal teams – including my team – can continue to operate safely during this time. We also have a world-class Network Disaster Recovery organization designed to ensure the integrity of our physical network remains reliable.


OUR LATEST

Sunday, March 22

Unparalleled FirstNet support for first responders

As first responders across the country stand on the front lines to support our nation’s response to COVID-19, they can have confidence knowing that with FirstNet they’ll have the unthrottled connectivity and priority communications they need to respond during this public health emergency. It’s this type of unparalleled emergency support that distinguishes FirstNet, the only nationwide wireless broadband communications platform dedicated to America’s first responders and public safety community, from best-effort commercial wireless networks built for consumer use.

Updated pledge to waive wireless overage fees

We’re committed to helping our customers and our communities get through this crisis. That’s why we’ve also announced an addition to our Keep Americans Connected Pledge.

As of March 13, 2020, and for the next 60 days, we will waive domestic wireless plan overage charges for data, voice or text for residential or small business wireless customers incurred because of economic hardship related to the coronavirus pandemic.

The coronavirus pandemic is causing many hardships. If a customer finds themselves in financial trouble and unable to pay their bill, we’re here to help. Please have them contact us at 800-288-2020 for AT&T broadband, residential wireless or small business services and 611 from their AT&T device for wireless.


Saturday, March 21

Extending Paid Leave for Our Employees

As we continue to assess the impact of COVID-19 on our business, our people and our communities, we recognize some of our employees have specific needs and cannot fulfill their roles either at the workplace or from home during this time – so we want to continue to help. We are extending our original 80 hours of paid, excused time off to up to a total of 160 hours for the following scenarios:

  • Employees who have tested positive for COVID-19 and remain quarantined.
  • Employees who are at higher risk due to an underlying health condition (60+, heart disease, lung disease, diabetes, cancer).
  • Parents or guardians of children whose schools or daycares have closed for COVID-19 and for whom another child care option is not yet available.
  • (NEW) Primary caregiver for someone diagnosed with COVID-19 who is unable to provide self-care.

We are grateful for what our employees are doing to deliver on the important responsibility of taking care of our nation’s first responders and FirstNet subscribers, healthcare providers, government leaders, educators and critical businesses as they turn to us for support through this unpredictable storm. 


Friday, March 20

AT&T Closing Additional Retail Locations

Due to coronavirus, starting Friday we began to close additional AT&T stores across the nation, significantly reducing our retail footprint to a minimum number of locations required to serve first responders, healthcare workers, government users and our customers. Where possible, we will keep at least one retail location open within a 20-mile radius in urban and suburban areas, and just over a 30-mile radius in rural areas. To locate a retail store that will remain open to serve your area, please visit our store tracker at www.att.com/stores.

Also, we are limiting the number of customers allowed in our stores at the same time to ensure proper social distancing. Stores will continue operating with reduced hours from 11 a.m. to 7 p.m. local time and all stores will be closed on Sundays.

The health and well-being of our employees is our top priority. We’re ensuring that all of our front-line employees have the necessary supplies to keep their hands and work areas clean throughout the day.

We thank our customers for their patience as we work hard to provide them with the wireless service they rely on, while keeping safety and health top of mind. We will continue to monitor and act as needed.

AT&T Creates New $10M Distance Learning & Family Connections Fund

We’ve created a new Distance Learning and Family Connections Fund to give parents, students and teachers tools they need for at-home learning. The fund also will provide resources to maintain meaningful connections and bonding opportunities for those isolated from family and friends.

Our first contribution of $1 million will go to Khan AcademyThis collaboration will improve and expand online learning resources to meet growing demand from parents, teachers and students, including those who rely on free resources and need Khan Academy the most. It will also support the development of new resources designed specifically for COVID-19 school closures.

With an estimated 47 million students now learning from home in the U.S. alone, Khan Academy is meeting a critical need. Our collaboration comes alongside a $1 million contribution from Google.org for this online learning initiative, as we both commit to support distance learning.  Please see our Consumer and Communities section for more information.


Thursday, March 19

Unlimited AT&T Home Internet

All AT&T consumer home internet wireline customers, as well as Fixed Wireless Internet, can use unlimited internet data. Additionally, we’ll continue to offer internet access for qualifying limited income households at $10 a month through our Access from AT&T program. We’ve expanded eligibility to Access from AT&T to households participating in the National School Lunch Program and Head Start. Additionally, we’re offering new Access from AT&T customers two months of free service.

AT&T consumer home internet wireline services are only available within AT&T’s 21-state ILEC service area.


Wednesday, March 18

Staying safe on the frontlines

Our call center capacity has declined because of the leave accommodations we have made for employees who are parents of children whose schools have closed and our employees who are at higher-risk to the coronavirus. As a result of reduced capacity in our call centers, we’re taking the following steps:

  • Using new IVR (Interactive Voice Response) messaging that encourages customers to take advantage of our self-help online tools at att.com.
  • Adjusting call center staffing levels and shifts to ensure proper social distancing. This may result in longer hold times for service.
  • And just like in retail, we’re taking actions to prioritize service issues — optimizing the handling of calls, whether inbound or outbound, and balancing capacity across all functions.

Our field technicians play a critical role in the installation and repair of our services for millions of businesses and consumers. While their mission is essential to keep our customers connected, we also recognize that there is a balance between providing service and keeping our technicians safe. To accomplish that balance, we’re providing them with new policies and procedures, so they feel comfortable serving customers at their businesses and in their homes, while delivering on our commitment to service.

Our first priority is repair of the network and the services we provide to customers. Our second priority is broadband installs for health care providers, first responders, government and other essential business and service providers. We will work other installations as resources allow.

Serving those who serve

For over a month now, our police, fire, EMS, public health, emergency management and military personnel have been working around the clock to respond to the coronavirus pandemic. Through FirstNet, AT&T is not just a vendor or commercial network provider. We’re public safety’s partner, giving first responders the connectivity they need to serve our communities.

  • Emergency Operations Centers: FirstNet liaisons at AT&T are embedded with state and federal emergency operations centers. This strengthens public safety’s command and control of their network and helps ensure they have the mobile connectivity and devices they need to respond to the coronavirus.
  • FirstNet Fleet: All at no additional charge, public safety agencies on FirstNet have access to a dedicated fleet of 76 deployable cell sites. The deployment of these assets is led by the FirstNet Response Operations Group, a team of former first responders who manage the program in alignment with the National Incident Management System and FEMA’s National Response Framework.

We've deployed FirstNet fleet assets, optimized the network or provided FirstNet Ready™ devices to support quarantine zones, airports, emergency operations and other public safety centers.


HOW WE'VE BEEN RESPONDING

To provide relief and support, AT&T announced: 

Unlimited AT&T Home Internet

All AT&T consumer home internet wireline customers, as well as Fixed Wireless Internet, can use unlimited internet data. Additionally, we’ll continue to offer internet access for qualifying limited income households at $10 a month through our Access from AT&T program.

Helping You Work and Learn Remotely

Businesses, universities and schools can keep their teams and classrooms connected through conference calls and video conferencing with Cisco Webex Meetings with AT&T for 90-days, and seamlessly forward calls to both mobile and landline phones with AT&T IP Flexible Reach.

Distance Learning

AT&T is underwriting expenses for a “one-stop” resource center to support eLearning Days from the State Educational Technology Directors Association (SETDA) available to all educators in schools to help them handle school closures and the increase in virtual learning due to COVID-19.


We’re also alerting customers about the multiple options we offer to keep them connected if they have concerns about getting out in the community or are unable to make it to a store.

For the next 60 days, we will:

  1. Not terminate the service of any wireless, home phone or broadband residential or small business customer because of their inability to pay their bill due to disruptions caused by the coronavirus pandemic.
  2. Waive any late payment fees that any wireless, home phone or broadband residential or small business customer may incur because of economic hardship related to the coronavirus pandemic.
  3. Keep our public Wi-Fi hotspots open for any American who needs them.

Since the onset of the Coronavirus, AT&T has taken many other steps to further ensure the safety of our customers and our employees, including:

  • Working closely with emergency planning organizations in all our communities to ensure network connectivity at key sites.  
  • Increasing cleaning and sanitizing for all company-operated stores with an added focus on locations in affected areas.  
  • Instructing employees who are in jobs that can be done from home to work from home.  
  • Offering excused, paid leave for certain individuals in quarantine, experiencing school closures, or who may be at higher risk and cannot work from home.
  • Curtailing business travel, especially internationally.

AT&T continues to work internally and with community partners to find additional ways to keep people connected. That’s what we have done for 145 years.

You can find more information and the latest updates about AT&T’s response to COVID-19 at about.att.com/pages/COVID-19.html.

And to help make better sense of the headlines, CNN Chief Medical Correspondent Dr. Sanjay Gupta has been hosting a CNN Podcast: “Coronavirus: Fact vs. Fiction.” Listen here: www.cnn.com/audio/podcasts/corona-virus.

For more information on how to protect yourself from COVID-19, please keep informed through the CDC website: www.cdc.gov/coronavirus/2019-ncov/index.html.

Please stay safe and healthy,

AT&T


Download our one-pager that highlights the portions of our response pertaining to FCC Chairman Pai’s “Keep Americans Connected Pledge”

Descargue nuestro localizador único que destaca las porciones de nuestra respuesta relacionadas con el compromiso "Mantener a los Estadounidenses Conectados" del Presidente de la FCC Pai.

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AT&T California Release: November 7, 2019