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CUB Q&A: AT&T letters announce end of landline service in 2027

Elizabeth — Tue, 02 Dec 2025 19:22:49 +0000

AT&T has been mailing letters to customers announcing that it is ending “AT&T Residential Local Service,” its traditional copper landline service, a.k.a. plain old telephone service. Here’s our Q&A on what’s happening: What do the letters mean? For over a decade, the telecom giant has been making moves to phase out landline telephone service across the country. These letters represent the latest step in that process. One letter, to current customers of AT&T’s traditional landline phone service, informs them that their service will be discontinued “on or after March 15, 2027.” Another letter–some people have reported receiving both–informs customers that as of Oct. 15, 2025, traditional landline phone service is no longer being offered to new customers and current customers cannot make changes to their existing service. (This also means current customers who move cannot get a traditional landline when they re-establish service in a new location.) Can AT&T do this? Yes, unfortunately. The company has now received approval from state and federal officials to move forward on ending its landline service in Illinois. For many customers traditional landlines have served as a reliable, affordable connection to family and friends as well as necessities such as 911 service, home security systems and medical monitoring devices. So CUB worked for years to block AT&T from deregulating local phone service. Here’s a brief history: AT&T’s earliest attempts to deregulate local phone service began in a case at the Illinois Commerce Commission (ICC) in 2006. That led to a legal settlement between AT&T and CUB that created a series of low-cost, safe-harbor plans branded the “Consumer’s Choice” plans. The fight then shifted to the Illinois General Assembly, where, for about a decade, CUB and other consumer advocates stopped AT&T from ending the “carrier of last resort” provision in the Illinois Telecommunications Act. That provision required AT&T to offer landline service to customers in its Illinois territory who wanted it. However, in 2017 the General Assembly passed a rewrite of the Telecom Act that gave the green light to end landline service, pending approval from the Federal Communications Commission (FCC). (Note: In 2022, AT&T was fined $23 million by federal authorities for using bribery to pass the 2017 legislation.) Also in 2017, AT&T successfully lobbied to end the Telecom Act’s requirement that it offer the low-cost Consumer’s Choice plans. In the years since, AT&T has significantly increased the cost of plain old telephone service, driving more people off landlines. This year, the FCC gave final approval to AT&T’s request to discontinue its status of being Carrier of Last Resort in Illinois, leading to the letters sent this fall. How many customers does this impact? These developments only impact AT&T landline customers. As of June of 2024, Illinois still had about 552,000 landlines–many, if not most, of those being with AT&T. What are my options for phone service if I lose my landline? You could replace your service with digital phone service, also called Voice over Internet Protocol (VoIP), through AT&T or another telecom company. You could also opt for cellular (wireless) service and ask to port your number to your cell phone. What should […]

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AT&T’s response to last week’s nationwide outage

Elizabeth — Mon, 26 Feb 2024 21:01:20 +0000

Last week, AT&T’s cellular outage lasted several hours and impacted customers nationwide. AT&T has come out since then with an apology and reassurance that the outage was a result of “the application and execution of an incorrect process used as we were expanding our network, not a cyberattack.” They plan to give affected customers a $5 bill credit to remedy the outage, which roughly translates as the average cost of a full day of service. This credit will be applied to customers’ bills in the next 1-2 billing cycles. A CUB staffer got this text over the weekend: AT&T clarified that they have no evidence or reason to believe that any customer data was compromised during the event. CUB asks Illinois consumers– is this enough? Read more: USA Today: AT&T ‘making it right’ with $5 credit to customers after last week’s hours long outage Bloomberg: AT&T Customers to Get Billing Credit After Wireless Outage CNBC: In a letter to employees, AT&T CEO apologizes for widespread outage, says some customers will receive credits

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CUB statement on nationwide AT&T cellphone outage and tips for making calls

Jim Chilsen — Thu, 22 Feb 2024 17:32:13 +0000

CUB Executive Director Sarah Moskowitz issues the following statement in response to AT&T’s nationwide wireless outage: This is a serious outage impacting public services, including peoples’ ability to call 911 on their wireless phones. After a year when AT&T boasted record operating income due to its mobile service (about $26 billion) and has aggressively moved to disconnect its most vulnerable customers from landlines, the phone giant has some explaining to do. It owes the public a detailed and credible explanation for the cause of this nationwide outage. (Read the full statement here.) If you can’t use your cellphone, consider these alternatives for calls you have to make: Place a call using Wi-Fi. (According to AT&T, customers can activate the Wi-Fi calling function on their devices. When your phone is connected to Wi-Fi with the Wi-Fi calling function on, and a cellular connection is unavailable or poor, you may see a Wi-Fi calling icon in your device’s notification bar to indicate that calls will be carried over Wi-Fi. Read more about Wi-Fi calling here. ) Use a landline. Check to see if friends have a landline or working cellphone service with another carrier. Some iPhone users have seen SOS messages displayed in the status bar on their cellphones. Apple Support says: “When you see this message, your device isn’t connected to your cellular network, but you can make emergency calls through other carrier networks.” Note: Do not call 911 to test your cellphone service. 911 is only for emergencies. More resources: Live updates on AT&T”s progress in restoring service. What is wi-fi calling? SOS mode on iPhone? What to know during cell outages Phone companies want to eliminate traditional landlines. What’s at stake and who loses? Can you make calls using Wi-Fi while AT&T is down? What to know amid outage AT&T Customer Support

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Phone companies to phase out 3G in 2022 – what you need to know

Hannah — Mon, 06 Dec 2021 14:20:05 +0000

Cellphone companies are shutting down their 3G networks over the next several months. As a result, many older cellphones will not be able to make or receive calls or texts, including dialing 911. If you have a 3G phone, you may need to replace your device. The phase-out will start as early as Jan. 1, 2022, though plans and timing to phase out 3G services will vary by company and may change, the FCC said. Consult your mobile provider’s website for the most up-to-date information. AT&T announced that it will finish shutting down its 3G network by February 2022. Verizon will wrap up its 3G network shutdown by December 31, 2022. T-Mobile announced that it will complete the shutdown of Sprint’s 3G network by March 31, 2022 and Sprint’s 4G LTE network by June 30, 2022. It also announced it will shut down T-Mobile’s 3G network by July 1, 2022. If your mobile carrier is not listed here, you may still be affected. Other carriers such as Cricket, Boost and Straight Talk utilize these networks. 3G is the third generation of wireless mobile technology that allows mobile phones to connect to the internet. Each new generation has new frequency bands and higher data transmission rates. Most phones now use 4G and 5G. This switch will affect 3G mobile phones and certain older 4G mobile phones that do not support Voice Over LTE or HD Voice. This could potentially impact other devices that also rely on 3G networks, such as medical devices, tablets, smart watches and home security systems. If you do not replace or upgrade your device, your device will not function. If you have a 3G device, don’t panic, but don’t procrastinate. Contact your carrier about getting a newer version of the device or a software upgrade. If you are unsure if your device uses 3G networks, check the device’s user manual, consult the network settings on your device or contact the company.

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AT&T raises prices for Consumer’s Choice landline plans

Hannah — Fri, 03 Dec 2021 15:05:13 +0000

AT&T has once again raised prices for its Consumer’s Choice landline calling plans. See the new prices below: Plan Monthly Fee Plan Details Call Plan 30 Downtown Chicago: $16.25 Rest of Chicago and adjacent suburbs: $19.25 Rest of Illinois: $20.75 30 local (bands A and B) calls (to places within 15 miles of your home). Additional local calls are 6 cents each. Local Unlimited Package Downtown Chicago: $20.75 Rest of Chicago and adjacent suburbs: $20.75 Rest of Illinois: $20.75 Unlimited local (bands A and B) calls Flat Rate Package Downtown Chicago: $29 Rest of Chicago and adjacent suburbs: $32 Rest of Illinois: $32.75 Unlimited local calls (bands A and B) and two calling features AT&T ended the Consumer’s Choice plans, Illinois’ best local landline deals, in November 2017. Most, if not all, Consumer’s Choice customers were then automatically switched to other landline plans through AT&T. These new offers appeared to be identical to Consumer’s Choice plans—except they’re more expensive. Remember that these plans are not under a price freeze. The prices have increased in the past and will probably go up again in the future. Check your bill each month to ensure you’re not paying more than you anticipated. As landline plans increase in price, consider your other options. Basic cellphone plans, which often include unlimited calling and texting, are usually less than $20. Bundling your services, such as landline, Internet and cable, may result in a lower price as well. Read our fact sheet.

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Update: What’s going on with net neutrality?

Hannah — Fri, 20 Aug 2021 18:19:46 +0000

President Joe Biden this summer signed an executive order restoring several internet consumer protections (a.k.a. “net neutrality” provisions) that were overturned by the Trump administration. But the order awaits a vote by the Federal Communications Commission (FCC), which is still missing a fifth commissioner after Ajit Pai stepped down in January. Urge the White House to break the deadlock by nominating a fifth commissioner: Sign our petition. The Executive Order on Promoting Competition in the American Economy, signed in July, would take a stand against large broadband providers by restoring net neutrality. It also contains provisions that would: End early termination fees for consumers who switch broadband providers before their contract expires Require ISPs to regularly report their prices to the commission Institute a “nutrition label” for ISPs. Such labeling standardizes the format for providers to list their price and data allowances, making it easy for consumers to read and understand, similar to a nutrition label on food packaging. Put an end to ISP deals with multi-unit properties. These partnerships force tenants into contracts with one particular provider and eliminates consumer choice. Net neutrality is the idea that internet service providers should treat all internet communications equally, meaning that they can’t prioritize some data and discriminate against others. For example, Comcast shouldn’t be able to stop or slow consumers from watching Netflix to encourage you to keep your cable service. CUB and other consumer advocates supported the historic net neutrality protections approved by the FCC in 2015, arguing that maintaining an equal internet playing field is necessary to maintain fair prices and promote competition and innovation. “For example, had internet providers blocked or severely limited video streaming in the mid-2000s, we might not have Netflix or YouTube today,” reporter Klint Finley wrote for Wired. In 2017, the FCC, under Pai’s leadership, voted to repeal net neutrality protections. Pai stepped down in January, and the FCC now has the chance to restore internet consumer protections. Current acting FCC chair Jessica Rosenworcel said in a statement that she welcomes the Biden administration’s effort to “enhance competition in the American economy and in the nation’s communications sector.” But none of this can happen until President Biden nominates a fifth commissioner, who then must be confirmed by the Senate. After Pai’s departure, the remaining four members are deadlocked along party lines — there’s no tie-breaking vote. “The executive order is important, but the processes and personnel to actually move ahead on these priorities are not in place yet… the agency needs a fifth commissioner to fully function,” said Matt Wood, vice president of policy and general counsel for Free Press.

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Time to tell AT&T: NO

Jennifer — Mon, 08 Oct 2018 20:26:51 +0000

AT&T Update: The phone company has mailed a letter that has some low-income seniors worried. That’s why we need you to take action. AT&T is ending a federal “Lifeline” discount that for years has helped some of its most vulnerable low-income customers afford traditional landline phone service. (It appears on qualifying bills as the “Lifeline Discount.”) “I will have to discontinue AT&T landline phone,” wrote one senior who received the letter. “I can’t afford it.” AT&T still needs federal approval to end landline service in Illinois—and we’re fighting to stop the phone giant. As long as the company is still obligated to serve landline customers, it should keep the discount in place. Please sign our petition and tell AT&T: Reinstate the Lifeline discount. P.S. Stand up to a company that more than doubled its profits in 2017 ($29.5 billion) while it pushed to kill traditional phone service and the Internet consumer protections called “net neutrality.” Act now. To get more information about AT&T’s move: Read our Q&A.

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CUB saves local group $1,600 after being charged for cancelled phone service

Jennifer — Mon, 08 Oct 2018 17:58:53 +0000

Ted Pearson cancelled his organization’s AT&T phone service in May. But recently he received a bill for more than $1,600. After being told by AT&T that the charges were still his responsibility, he decided to reach out to CUB. Ted, co-chair of the Chicago Alliance Against Racist and Political Repression (CAARPR), called CUB explaining that CAARPR had been a longtime AT&T customer, but then switched to another phone service. Ted thought the AT&T service was discontinued, but two months later, he received a bill from the company charging him for three lines. He called AT&T. “They said, ‘Oh well, too bad,'” Ted recalled. “But we still weren’t going to pay that.” Weeks later, Ted received another bill, this time with interest charges from not paying the previous one. He spoke with AT&T again. Although phone service had been cancelled, AT&T insisted the bill was still his responsibility. In a final attempt to dispute all charges, Ted called CUB. Consumer Advocacy Assistant Jantay Gray took Ted’s case and filed a complaint with AT&T’s office of the president. She told him he should get a response within 10 business days. “You know when you hear ‘office of the president’, I didn’t have great hope on hearing back,” said Ted. “I thought I might as well write a letter to the pope.” Two days later, AT&T got back to Jan saying the case was being investigated. AT&T contacted Ted a few weeks after, erasing the $1,600 bill. CUB recently received a thank you email from Ted, and a generous donation. “I’m a utility consumer. I have a soft spot in my heart for CUB,” said Ted, “CUB is a good group; you all do so well.” Ted’s story is like so many consumers across Illinois–a big reason why CUB’s work is never done. (If you like CUB’s work, you can also donate here.)

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Q&A on AT&T ending the Lifeline discount for landline customers

Jim Chilsen — Fri, 05 Oct 2018 20:25:32 +0000

CUB has been getting calls from AT&T customers concerned about a letter they received from the company announcing the end of a low-income discount on landline service. Read CUB’s Q & A. What happened? In September, certain AT&T landline customers received a letter from the company with the headline: “Your Lifeline discount ends November 20, 2018.” The federal Lifeline program offers a monthly credit of up to $11.75 for qualifying low-income customers who apply. It appears in the “Plans and Services” section of qualifying bills as the “Lifeline Discount.” How many AT&T customers could lose the Lifeline credit? More than 5,300 landline customers could be affected by AT&T’s move. What are their options? AT&T’s letter outlines the choices for customers: Stay with AT&T landline service, but without the credit, or seek another carrier with a different type of service that does still participate in the Lifeline program. (See “What should I do if I’m an AT&T Lifeline recipient?”) How is AT&T allowed to end the Lifeline discount on landline bills? Earlier this year, AT&T filed a request before the Illinois Commerce Commission (ICC) to stop offering the Lifeline credit in most areas of Illinois, and received the green light over the summer. That’s because federal law sets a low bar, saying state regulators shall permit a company to end the credit if it can show that at least one other carrier provides the discount. I thought AT&T was ending traditional landline service in Illinois? In 2017, the Illinois General Assembly voted, over CUB’s opposition, to give AT&T the right to end landline phone service in the state—but only upon approval by the Federal Communications Commission (FCC). AT&T has not yet sought that approval and said in 2017 it could be years before landline service ends in Illinois. What does CUB think about this development? We have called on AT&T to reinstate the discount immediately. (Read our news release.) AT&T’s move will be hard on low-income callers who qualify for the Lifeline discount. CUB will continue to do everything it can to challenge AT&T as the company prepares to seek permission from the FCC to end landline service. And until AT&T actually wins that approval, the Lifeline credit should be reinstated. CUB has long said that other forms of phone service are not perfect substitutes for landlines. For example, with cellphones, advanced 911—which can trace the exact location of a wireless call—is not yet fully implemented across Illinois. Traditional phone service doesn’t need to be charged, it doesn’t go out in an Internet or power outage, and it doesn’t leave 911 dispatchers guessing. (See “What are my choices beyond AT&T landlines?”) What can I do? Please sign our petition to AT&T demanding the company to immediately reinstate the Lifeline discount. What should I do if I’m an AT&T Lifeline recipient? You might have to shop around for another company that offers the Lifeline discount. Here is a listing of Lifeline providers in AT&T territory, most of which are wireless carriers: Data Net Systems LLC (described as a wireline company), I-Wireless, American Broadband and Telecommunications, Virgin Mobile, Illinois Valley Cellular, Telerite Corp., Tracfone Wireless, United States Cellular […]

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CUB, consumer team up to land $200 AT&T credit

Jennifer — Mon, 13 Aug 2018 16:00:26 +0000

Schaumburg resident and CUB member Richard Hetzer has been an AT&T customer for more than 50 years. While service hasn’t always been the best—with phones and internet sometimes going out four or five times in a month—Richard remained a customer. But recently, he had to go to great lengths to get his due. In early 2017, Richard was enrolled in AT&T’s DSL line service at an introductory rate of $14 a month. But in November, he noticed his rate more than tripled to $48. He knew the introductory rate would eventually end, but didn’t expect his rate to skyrocket. Richard called AT&T, figuring it was a mix-up that could be easily fixed. Not so much. AT&T told Richard there was nothing it could do. “They told me if I didn’t like it then I could just go to another company,” said Richard. Over the next four days, Richard called AT&T, hoping to speak to a supervisor who could remedy the situation. Still no luck. He finally called CUB. Consumer Rights Specialist Danielle Holmes took Richard’s case and contacted AT&T immediately. Soon after, Richard received a call from AT&T’s executive office. As a courtesy, AT&T reduced his rate to $31 a month, and added a $200 credit to his next bill. In the meantime, AT&T was making improvements to reduce service problems in Richard’s neighborhood. Things were looking up…until he received his next bill. Only half of his $200 credit was included. So he called AT&T’s executive office and left a voicemail. In fact he left voicemail messages for seven consecutive business days—still no answer. After all that, Richard decided to tell AT&T a little more about himself. “I left a voicemail: ‘This is Rich Hetzer, director on the Citizens Utility Board-Illinois. Please return my call.” Within three minutes, AT&T called back, Richard said. The remaining $100 credit was included on Richard’s next bill. So why didn’t Richard mention to AT&T that he was a CUB board member from the start? He’s not comfortable using titles for personal gain. “I just don’t believe in that,” said Richard, who has represented the 8th Congressional District on CUB’s board for the last seven years. “I’m on the board to help CUB and give advice.” But if you ask Richard what he thinks of CUB, he doesn’t hesitate to sing its praises. “CUB Illinois is the strongest utility board in the United States,” he said. “Imagine what we could do nationwide!”

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