How do I get an assigned a username and login to place orders? You will need to download the Authorization Form from the following link (this link will navigate you away from this State of Minnesota website): http://www.mmd.admin.state.mn.us/. You will need to sign in to the Secure Area under the State Agencies & CPV Members area. This section is on the right hand side below the heading Information for Vendors and is titled: State Agencies & CPV Members. Once within this secure login area download the Authorization form. Once completed, send this form and a tax exemption certificate to [email protected]. A username and login to access AT&T’s online ordering portal Premier will be created and emailed to you. You will be required to provide your username for both the Order AT&T process and the Bulk Orders process.
How do I place an order with AT&T? You have two options to place orders with AT&T. For smaller orders, typically less than 5 activations, click on the Order AT&T button on the home page this will route you to AT&T Online Portal Premier. The second option is to click on the Bulk Orders button on the home page. This process should be used for orders greater than 5 devices and for any orders that require multiple area codes from different areas of Minnesota (i.e. 507, 218, 651, and 302) as you will be able to provide different preferred area codes all in one order. Instructions on both the AT&T Orders and Bulk Order process are below.
How do I place an order through Order AT&T? On the home page, click Order AT&T this will take you to AT&T’s online ordering portal Premier. You will need to provide your Premier username and login, once authenticated, you will be brought to a Company Policy page that will provide detailed information on the contacts within AT&T and other pertinent information. Because content on this page may change from time to time, we ask that you have read the content and check the box before proceeding to the order flow. You will need to check the box and click continue at the bottom of this page. If you need to create a new Billing Account, click Yes. If you have an existing account you want to add to or make an upgrade on an existing device, click No, you will need to provide a wireless number from the existing account.
New Service/Phone Number You will have the ability to buy new service with a new phone number through Order AT&T and you will be required to provide a zip code for the primary place of use for the end user; this zip code field will drive the available preferred area codes in the system for new activations, so provide the corresponding zip code. If you have a need for multiple area codes throughout Minnesota, see bulk order process FAQ.
Number Transfer/Port from another provider You will also have the ability to transfer a number from another service provider; you will need to provide the number to transfer and the following current account information. The phone number must be active with the existing provider: Billing Account Number: Billing Account Name: Pin and/or Password:
Set up New Service on equipment you already have You will have the ability to activate new service for equipment and devices that you currently own. You will need to provide the IMEI number which is a 15 digit serial number associated with the device. If you already have a Smart Chip (SIM Card) for the device, previously active SIM cards are not valid and the SIM must be new and never used, you will need to provide the 20 digit ICCID Number. How Do I Find the IMEI? Follow these instructions to locate your device's 15-digit IMEI (serial number). Option 1: Power/turn on your device, Dial *#06# and you should see the IMEI number displayed on the device's screen. If you do not immediately see the IMEI, select talk/call after dialing the code. Option 2: Remove the battery cover from the back of your device, remove the battery and you should see the IMEI number printed on a white sticker. For iPad: Locate barcodes on the back of the iPad box, locate IMEI barcode with 15 digit number or from the iPad home screen go to Settings>General>About>Scroll towards the bottom to find IMEI.
How do I find the ICCID number for a smart chip (SIM Card)? Follow these instructions to locate your smart chip's (SIM card) ICCID number. Remove the battery cover from the back of your device, remove the battery, and carefully remove the smart chip. On the front of the smart chip you should see a 19 or 20 digit number. This is the smart chip (ICCID) number. Many devices have a menu option that will provide this information without requiring the device to be opened or the smart chip to be removed. Consult your owner's manual for details. For iPad: Locate barcodes on the back of the iPad box, locate ICCID barcode with 20 digit number or from the iPad home screen go to Settings>General>About>Scroll towards the bottom to find ICCID.
How do I place a large bulk order? To place large bulk orders in Premier, please download the Bulk Order Form by clicking the Bulk Orders button on the home page. Complete all required fields for processing and follow detailed instructions within the form. This form will need to be emailed to [email protected]. Please allow 72 business hours for this order to be processed. You will be contacted directly if any clarification to your order is necessary for processing. There are 4 types of orders that can be processed: 1. New Activations-1st tab 2. Customer Owned and Maintained Equipment (COAM)-Service Only-2nd tab 3. Porting Number(s) from another carrier -3rd tab 4. Upgrading existing AT&T equipment to new devices-4th tab
How do I order the free accessories with the No Cost Phones? You must use the Bulk Orders button on the home page to process any orders that include No Cost phones that you want to receive free accessories for (i.e. case with belt clip and vehicle power adapter). The Order AT&T process will not allow free accessories to be chosen and credits will not be issued for accessories ordered through this online portal. Free accessories must be ordered through the Bulk Orders process.
What will be my billing account name with AT&T? Your billing account name will automatically be assigned by your agency or CPV Member name. All AT&T accounts will begin with St of MN – if utilizing the State of Minnesota contract. This process ensures that all contract elements negotiated with the State of Minnesota will be appropriately represented for on your account.
What types of services should I contact National Business Services (NBS) for? Most requests can be completed with the Premier online portal if you are looking for a self service options. If you would prefer to email or call, utilize National Business Services by calling 1-800-999-5445 or emailing at [email protected]. When you send an email, you will receive an automated reply that your request has been received with typical completion timeframes for your request. You will be notified via email once your request is complete. The following requests can be processed through NBS: User Name Changes, Rate Plan and feature changes, cancelations, suspensions, reinstate service request, address updates, user defined labels (departments or cost centers) updates, IMEI/SIM card updates, account maintenance requests, relocation or porting requests, activations, equipment and accessory orders.
How do I cancel service for a number that is no longer in use? Authorized order placers are able to contact National Business Services to cancel service either by phone at 1-800-999-5445 or by email at [email protected]. Account information will need to be provided for verification.
Will AT&T charge any penalties or early termination fees for cancelation? No, under the State of Minnesota agreement, AT&T does not charge any penalties or early termination fees.
How often can I upgrade a device at discounted pricing? You are eligible to upgrade your device using discounted pricing 12 months after the purchase of your current device.
Does AT&T charge any upgrade fees? No, under the State of Minnesota agreement, AT&T does not charge upgrade fees.
Does AT&T charge activation fees? No, under the State of Minnesota agreement, AT&T does not charge activations fees for service.
What is AT&T’s Warranty Exchange policy and process? AT&T Mobility's Warranty Service program supports customers who are experiencing a device defect with their devices from 30 days to 12 months of the first use date or 90 days for refurbished devices. The warranty agents troubleshoot the issue to determine the defect. They offer options to the customer that may include a warranty exchange. The AT&T Mobility Warranty Service Center (WSC) allows customers to exchange their defective in- warranty devices and data cards. To qualify for a warranty replacement, the device must be within its one-year warranty period. Some of our internal centers can also perform warranty exchanges for our business customers. Contact NBS/Select team, 800-999-5445. To make the experience seamless when contacting the WSC or business group: Ensure that the authorized delegate has the mobile device in hand for full troubleshooting with the AT&T agent. Update or reload software to the device in most cases. Save data prior to the reload if a wipe and reload is required. Warranty replacement device shipping timeframes: Standard shipping - Up to six business days, no charge. Priority shipping - One to two business days: $4.95. Orders placed Monday - Friday by 6:00 p.m. ET and Saturday by 3:00 p.m. ET are processed the same day.
What is AT&T’s Return policy and process? AT&T customers may exchange or return equipment (handsets or accessories) for a full refund, less any applicable re-stocking fee, within 30 days of ship date. iPad’s and the Samsung Galaxy Tablet have a 14- day return period. All returned equipment must be in like new condition with no visible damage and in the original packaging. Service cancelation is not automatic when returning equipment, please follow standard cancelation policies within 30 day period. If defective/damaged equipment is received, it must be returned within 30 days for equipment replacement.
Authorized delegate contacts National Business Services or Account Manager to issue a postage paid return label. Authorized delegate has 14 calendar days from the issue date of the return label to return the equipment. The authorized delegate will receive the label through email. Customer then returns equipment with original packaging with the return label.
Where can I find the overage rates for service plans? Please go back to the home page and select AT&T Plans. All overage and pay per use plans are provided by corresponding plan or link is provided to find usage charges.
What is included with Enhanced Voicemail for $1.99? Enhanced voice mail offers the following features/functionalities: Greeting length-2 minutes Message length-4 minutes Message maximum-40 # of days messages retained in mailbox-30 (new or saved messages) Group distribution lists-30 (maximum 50 users per list) Busy/No answer greeting-user will be prompted to set up both busy/no answer greeting Resave Messages-Yes Undeleted Messages-Yes, Message can be recovered as long as user has not exited the voice mail system English/Spanish prompts-user can choose to have menu prompts played in English or Spanish Return call-allows user to return call directly from voice mail box and then return to mailbox when call is ended. Cut through Paging- Callers can leave a call-back number instead of, or in addition to, a voice message. The voicemail customer will receive a text message (at no charge) on the wireless phone with the call back number.
What is protected with AT&T’s Wireless Handset Insurance for $6.99 a month per device? Wireless Phone Insurance offers AT&T customers protection against loss, theft, accidental damage (including water or other liquid damage), as well as mechanical and electrical failure after the manufacturer's warranty has expired. Customers can only enroll for Wireless Phone Insurance within the first 30 days from new service activation or equipment upgrade from AT&T. The Mobile Insurance program is underwritten by Continental Casualty Company, a CNA company, and administered by Asurion Protection Services, LLC (Asurion Protection Services Insurance Agency, LLC CA license #OD63161), a licensed agent of CNA. Services for Mobile Insurance are provided by Asurion. Customers should visit (this link will navigate you away from this State of Minnesota website): phoneclaim.com/att or call Asurion at 888-562-8662, to initiate their replacement requests.
Insurance deductibles vary by device and are listed at the following link (this link will navigate you away from this State of Minnesota website): http://www.wireless.att.com/learn/en_US/pdf/wireless-phone-insurance-deductible-schedule.pdf
How do I order international plans that offer discounted rates? International plans can only be added by authorized order placers. International plans can only be added by calling National Business Services at 1-800-999-5445.
Does AT&T offer an international plan that provides discounted rates for calling while overseas? AT&T provides international roaming in 200+ countries for voice services, 150+ countries for data services; 60+ of those countries have 3G services available. AT&T does not have full or partial ownership of any international wireless service providers. Please note that the market for wireless providers is dynamic and subject to change at any time without notice. To understand what international service options are available, please follow the steps below:
1. Visit this link (this link will navigate you away from this State of Minnesota website): http://www.wireless.att.com/travelguide/coverage/roaming/step1.jsp to ensure that your device is compatible with the frequencies offered in the country being visited for voice and/or data service.
a. Select the country or countries that will be visited, click continue. b. Select the manufacturer and model of the device you will travel with, click continue. c. You will see if Voice and/or Data will be supported on your device while traveling abroad.
2. In countries where AT&T has a roaming agreement, we are able to offer AT&T customers an international discounted voice plan, AT&T World Traveler for $5.99 a month. Please visit this link for an up to date list of the countries that are available visit this link (this link will navigate you away from this State of Minnesota website): http://www.wireless.att.com/learn/international/roaming/international-roaming.jsp. a. Choose the country or countries you will be visiting to display the AT&T Standard International Roaming Charge and the AT&T World Traveler Charge per minute. AT&T World Traveler service is $5.99 a month and offers discounted per minute charges for over 200 countries.
Does AT&T offer international data plans while overseas? AT&T also offers an array of international data plans, for a list of the countries that participate please visit this link (this link will navigate you away from this State of Minnesota website): http://www.wireless.att.com/learn/international/dataconnect-global.jsp.
International Data Plans (these plans would be in addition to the domestic monthly plan): Data Plan Add-On: 120 MB - $30.00 Data Plan Add-On: 300 MB - $60.00 Data Plan Add-On: 800 MB - $120.00 Overage Rate: $30 per each additional 120 MB Other Countries outside of Roam Zone: $0.0195/KB ($19.968/MB) Does AT&T offer a long distance plan that provides discounted rates while in the U.S. for calls overseas? AT&T offers discounted long distance rates for calls from within the US to international countries with an optional feature plan that is $3.99 a month. For eligible countries and specific rates per minute please visit this link (this link will navigate you away from this State of Minnesota website): http://www.wireless.att.com/learn/international/long-distance/in-the-us.jsp. b. Choose the country or countries you plan to call long distance while in U.S. for comparison rates.
Does AT&T offer international plans that provide discounted rates specifically for Canada and Mexico? AT&T offers ala carte international roaming voice plans for Canada and Mexico which may be appropriate for users who will be across the border as part of their duties.
1. AT&T Canada plans offer discounted rates for both roaming in Canada and calling to Canada for $4.99 per month. The plan offers $.59 per minute roaming rate versus the standard $.99 minute rate while in Canada. Long distance rates (US to Canada) are $.09 per minute versus the standard rate of $.39 per minute.
2. AT&T Mexico plans offer discounted rates for both roaming in Mexico and calling to Mexico for $4.99 per month. The plan offers $.59 per minute roaming rate versus the standard $.99 minute rate while in Mexico. Long distance rates (US to Mexico) have different rates for calls terminating to a landline than to a wireless line. The rate for calling to a landline number is $.09 per minute versus the standard rate of $.49 per minute while in the U.S. The rate for calling to a wireless number is $.25 per minute versus the standard rate of $.65 per minute.
Does AT&T offer an employee discount program for Government employees? Yes, AT&T offers a 17% discount for Government employees. Once AT&T service is secured, please visit this site (this link will navigate you away from this State of Minnesota website): www.att.com/governmentemployees. Please type in your work email address in the field under, “See if You Qualify.” Please follow instructions on enrolling for the sponsorship program. Please note the AT&T account must be in the name of the State of Minnesota employee in order to qualify for discount. Qualified voice and data charges will be eligible for the discount, any voice plan greater than $39.99 and any data plan greater than $30.00.
Definitions:
What is Premier? Premier is the name for AT&T’s online portal. This system is used to process orders, typically less than 5 activations at a time, and to manage your account online. Through this secure Premier online system, you will have the ability to purchase, activate, monitor, and manage your account through the manage tab of the online portal once logged in. Functions that can be produced are the following: User Name Changes, Rate Plan and feature changes, suspensions, reinstate service request, address updates, user defined labels (departments or cost centers) updates and IMEI/SIM card updates. You will also have the ability to view your invoice and to produce ad hoc reports. Training will be available.
What is AT&T’s definition of Mobile to Mobile minutes? Mobile to Mobile is defined as the calling from any AT&T mobile device to another AT&T mobile device.
What is AT&T’s definition of Nights and Weekends? Nights include every night of the week from 9:00 p.m. to 6:00 a.m. Weekends are from 9:00 p.m. Friday to 6:00 a.m. Monday.
What does NBI stand for? NBI is National Billing Instance and is a type of pooled plan that AT&T has offered under the State of Minnesota agreement. This pooling plan allows for an add-a-line plan at a 1:1 ratio.