Landlines Archives | Citizens Utility Board

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 […]

The post CUB Q&A: AT&T letters announce end of landline service in 2027 appeared first on Citizens Utility Board.

Bring Back Consumer Choice Plans: Support HB 3689

Elizabeth — Mon, 13 Mar 2023 21:08:26 +0000

As part of CUB’s 2023 legislative agenda, the watchdog is working on House Bill 3689 to require AT&T once again to offer the Consumer’s Choice plans as an affordable landline option to consumers. The bill, sponsored by state Rep. Michelle Mussman, needs your support. Sign CUB’s HB 3689 petition to tell policymakers that AT&T should offer this low-cost option again. For about a decade, AT&T landline customers saved money on the Consumer’s Choice phone plans. One of the best phone deals in the nation, the plans were created by CUB in a legal settlement with AT&T in 2006 and later mandated by the Illinois General Assembly. We successfully kept the plans available for landline customers for years, but in 2017, AT&T ended the plans as part of its push to deregulate local phone service. Smartphones are great, but the Consumer’s Choice plans were the cheapest, most reliable option for consumers. HB 3689 would also make it easier to help lower-income consumers stay connected by placing a “check box” on bills where customers could donate to an assistance program for internet customers in need. In today’s world, staying connected can make all the difference, especially for Illinois’ most vulnerable consumers. AT&T opposes this bill, and that’s why we need your help. We’re all in this together–so even if you don’t have a landline, please help us stand up to the phone giant and support a low-cost phone option for some of Illinois’ most vulnerable consumers. For more information on current landline options, read CUB’s AT&T Landline Choices fact sheet.

The post Bring Back Consumer Choice Plans: Support HB 3689 appeared first on Citizens Utility Board.

The dos and don’ts of robocalls

Sophia — Thu, 15 Jul 2021 19:17:21 +0000

Do you get several calls a day from “Scam Likely?” That probably means your number is targeted by robocalls–prerecorded messages from computer generated dialers. Robocalls are irritating, costly, and often illegal. In fact, the call blocking app TrueCaller found that consumers had already lost nearly $30 billion in the first part of the year, with robocalls estimated to reach 52 billion calls in 2021. So what can you do? The easiest way to avoid falling victim to scammers is to decline calls from unknown numbers and never give out your personal information. If someone is genuinely trying to reach you, they will most likely leave a voicemail. Here are a few of CUB’s do’s and don’ts when it comes to robocalls: Do: Confirm you’re on the National Do Not Call Registry The Federal Trade Commission (FTC) offers a free Do Not Call registry where consumers can register their phone numbers to reduce calls from telemarketers. Remember, robocallers that are selling something need to get your prior written approval to call you, so if you didn’t give your OK, the sales call you’re receiving is illegal. True, the registry won’t block scammers that flaunt the rules, but it will block all the telemarketers that do follow the restrictions—and that’s still a lot. To register your number, visit www.donotcall.gov, or call 1-888-382-1222 from the number you would like to register. Don’t: Say “yes” Some scammers will try to trick you into saying “yes” by asking questions like “can you hear me now?” They will then use that recording as proof that you agreed to a costly deal you never wanted. If you find yourself on the line with an automated messenger, the best thing to do is hang up. Do: Use your phone’s features to your advantage If you receive a robocall, you can block that number from ever calling you again. Additionally, your phone may offer spam-blocking services. Turning this feature on will automatically decline calls from unknown numbers. Lastly, turning on the Do Not Disturb feature will send all of your calls directly to voicemail. This way, you can monitor who called you through voicemails or you can allow for only your contacts to get through. For instructions on how to use spam protection click here for Apple iPhones and here for Google Androids. Don’t: Call the number back You may have the urge to call the number back to give the scam artist an earful. However, calling them back might lead to an increase in calls you receive since scammers now know your phone number is active. It’s best to simply block that number from calling you again. If you get harassed by robocalls, file a complaint with the Federal Trade Commission (FTC) by visiting FTC.gov/complaint and click on the FTC Complaint Assistant icon, or by calling 1-877-FTC-HELP. For full tips, order CUB’s robocalls guide.

The post The dos and don’ts of robocalls appeared first on Citizens Utility Board.

CUB releases new guide to help Illinois consumers shop phone market

Hannah — Tue, 29 Jun 2021 16:46:28 +0000

The Citizens Utility Board announced that it has released a new “Guide to Phone Choices” to help Illinois consumers navigate their options in the telecom market. Visit CitizensUtilityBoard.org to order a free copy of the 16-page publication, which includes information about selecting cellphone, landline and VoIP service. The phone landscape has shifted dramatically over the last decade. Traditional landlines have largely been replaced by VoIP, smartphones, bundled offers and Zoom. Tech giants seem as powerful as ever, and as a result, consumers face tough choices and high price tags. A family of four can easily spend more than $200 a month on phone service. When shopping for phone options, consumers need good information. That’s where CUB’s Guide to Phone Choices comes in. The booklet also includes helpful sections on whether or not bundling is a good deal, dialing 911, calling internationally and videoconferencing. “We know that Illinois consumers—and even CUB staffers—can get overwhelmed by all the factors to consider when selecting phone service,” CUB Executive Director David Kolata said. “This guide gives consumers the tools they need to make the right decisions for their lifestyle and wallet.”

The post CUB releases new guide to help Illinois consumers shop phone market appeared first on Citizens Utility Board.

6 reasons AT&T’s legislation should make you MAD

Matt — Tue, 22 Aug 2017 20:16:56 +0000

1) Utilities get an exemption: The legislation contains a four- to five-year exemption for key customers, such as utilities. It proves copper landlines still play a key role—and it also begs the question: If it’s so important to protect landline service for those customers, then why not for the millions of others who depend on it as their most reliable connection to vital services such as 911, home security systems and medical monitoring? 2) AT&T killed a price freeze on local phone service. In passing its legislation, AT&T eliminated a state-mandated price freeze on the Consumer’s Choice plans. These plans, which were created by CUB under a legal settlement with AT&T, were Illinois’ best local phone deals. AT&T argues that traditional phone service is getting more expensive. If that is the case, it’s because AT&T lobbied to kill this freeze. 3) Many people have few choices. AT&T says home phone service isn’t going away, “it’s actually getting better.” But people who rely on landlines have limited options. Wireless service, Internet-based phones and bloated “triple-play” packages from the cable company aren’t as easy, reliable or affordable as plain old telephone service. AT&T’s Internet phone service requires a pricey broadband connection, and you can’t make calls during an Internet outage or a power outage (without paying for a battery backup). AT&T’s “wireless home phone”—a traditional-looking receiver connected to the cell network—isn’t compatible with security systems and medical monitoring services. Smartphones are wonderful, but they don’t come cheap, and they need to be charged. Plus, people in rural areas and in the aftermath of disasters learn just how spotty or nonexistent cell service can be. 4) None of the alternatives are as reliable as landlines. AT&T’s 14-state wireless 911 outage earlier this year doesn’t give traditional landline customers confidence that the company can provide satisfactory alternatives. Advanced 911—which can trace the exact location of a cellphone—won’t be fully implemented in Illinois until 2020, at the earliest. For the most vulnerable phone customers, landlines don’t leave 911 dispatchers guessing. 5) AT&T was profitable under the old consumer protections. AT&T argues that it doesn’t have enough resources to offer landlines AND modernize its network—ignoring its $58 billion in profits over the last five years. The company forgets that Illinois consumers have paid for its network many times over. Also, while AT&T argued that its legislation was about modernizing the network, nothing in the new law requires AT&T to modernize. 6) AT&T dismisses landline customers. While AT&T describes landline customers as a small percentage, this debate isn’t about percentages, it’s about people. “I’m not against cellphones,” said Carol, whose landline connects to her pacemaker/defibrillator. “But we can’t guarantee cellphones will work all the time for important devices like mine.”

The post 6 reasons AT&T’s legislation should make you MAD appeared first on Citizens Utility Board.

IL watchdogs sound the alarm on AT&T’s plan to eliminate landlines

Samantha — Thu, 20 Apr 2017 20:22:12 +0000

Have you seen the headlines? This week, Illinois top consumer advocates held news conferences in seven cities across the state to fight bad legislation from AT&T. The company, which made $13 billion in profits in 2016, wants to end traditional home phone service (landlines) in its service territory—but consumer advocates like CUB, AARP Illinois and the Illinois Public Interest Group (PIRG) say NO. The groups urged passionate landline customers to visit SaveOurPhoneService.com, an online center that allows consumers to send a message asking state legislators to defend traditional home phone service. Consumers can also call a special hotline, at 1-844-220-552, to talk to their legislators. The state’s Telecommunication Act expires July 1, so consumers shouldn’t wait to tell the Illinois General Assembly to vote NO on AT&T’s two deregulation bills—Senate Bill 1381 and House Bill 2691 One consumer who’s already speaking out against AT&T’s plan is Carol Kolen. The Chicago-area resident says her remote-access heart monitor is connected to her landline phone. “I’m not anti-technology, but I want my medical device to stay connected reliably,” Carol said. Situations like Carol are why CUB and other consumer advocates are fighting to stop legislation that would push customers onto phone options that tend to be less reliable and more expensive. It’s one thing if a customer doesn’t want a landline—but people who depend on home phone service shouldn’t have that choice stripped away. Check out full coverage from the S.O.S.—Save Our Service—campaign: NBC 5 Chicago ABC 7 Chicago WBBM Radio Chicago Chicago Tonight WBEZ 91.5 Chicago Peoria Public Radio WSIU Public Broadcasting St. Louis Public Radio The State Journal-Register Champaign/Urbana News-Gazett Herald & Review Belleville News-Democrat Alton Daily News WSOY-1340 AM | Now Decatur WMBD-1470 AM

The post IL watchdogs sound the alarm on AT&T’s plan to eliminate landlines appeared first on Citizens Utility Board.

AARP, IL PIRG, CUB Launch Save Our Service (SOS) Campaign

Samantha — Wed, 19 Apr 2017 20:43:13 +0000

Today, AARP, the Illinois Public Interest Research Group (PIRG) and CUB joined forces to launch the Save Our Service (SOS) campaign to block AT&T-backed legislation that would hang up on Illinois’ most vulnerable phone customers. Consumer advocates urged Illinoisans to visit SaveOurPhoneService.com to send messages to the General Assembly against AT&T’s deregulation bills, Senate Bill 1381/House Bill 2691. Consumers also can call a special hotline, at 1-844-220-5552, to talk to their legislators. AT&T has 1.2 million business and residential landlines in Illinois, and some of the state’s most vulnerable citizens rely on them as the most affordable and reliable lifeline to vital services, such as 911 and medical monitoring. “Our fear is that, what AT&T really wants to do is push consumers onto phone options that tend to be more expensive and tend to be less reliable,” CUB Director of Communications Jim Chilsen said. (Read CUB’s new release on the legislation.) With Illinois’ Telecommunications Act under review and set to expire July 1, AT&T’s bills would: Abolish the state requirement that AT&T serve traditional landline customers. That authority would be ceded to the Federal Communications Commission (FCC), and Illinois would be stripped of any meaningful oversight to protect AT&T’s 1.2 million business and residential landline customers from inferior service. Abolish low-cost calling plans. The General Assembly mandates that AT&T offer three “Consumer’s Choice” plans, which were created by CUB under a legal settlement. Illinois’ best local phone deals, which cost about $3 to $20 a month, have saved callers millions of dollars, and are under a state-mandated price freeze. AT&T, which made $13 billion in 2016, has led the charge in Illinois for phone deregulation. Nationally, the phone industry has pushed a business model that would allow it to stop providing landline service, leaving customers with substitutes that tend to be more expensive and less reliable, such as AT&T’s computer-based U-Verse or wireless alternatives. But forcing consumers to use computer-based or wireless substitutes as their primary home phones could subject them to higher bills and service degradation that still plague such options, including lack of service in extended power outages, checkered reception, dropped calls and high connection charges (up to $199 for computer-based phones). Don’t wait—Speak out against AT&T’s plan to kill home phone service TODAY!

The post AARP, IL PIRG, CUB Launch Save Our Service (SOS) Campaign appeared first on Citizens Utility Board.

Act now! Fight irritating, illegal robocalls

Samantha — Tue, 09 Aug 2016 20:51:04 +0000

Today, CUB asked Illinois consumers to sign a petition to fight illegal “robocalls.” It’s the perfect time to take action, now that Federal Communications Commission (FCC) Chairman Tom Wheeler has urged big phone companies to give customers free technology to block these computer-generated telemarketing calls. We’re all annoyed by these calls, but they’re more than just a nuisance. Consumers Union estimates that scam artists use robocalls to help them rob people of $350 million a year. After years of foot-dragging, maybe the industry is finally ready to take substantive action. In response to Wheeler, AT&T CEO Randall Stephenson announced he would lead a “strike force” against robocalling. Wheeler urged other phone companies to get involved and produce a plan to combat robocalls in 60 days. Let’s make sure Illinois’ big phone companies (AT&T, Verizon, Frontier) know we’re watching, and we expect results. Sign CUB’s petition and turn the heat up on Big Telecom.

The post Act now! Fight irritating, illegal robocalls appeared first on Citizens Utility Board.

Saved from a high phone bill, retiree says: ‘Illinois consumers need CUB’

Jim Chilsen — Thu, 07 Jan 2016 15:50:44 +0000

By Samantha Vercellino Last October, Chicago retiree Cassandra packed her bags and moved across town to the West Side of the city. She welcomed the change in scenery until she found out a new address also meant she had to switch to pricey digital phone service. Before the move, she had called AT&T to see if she could transfer her landline service to her new apartment and keep her Consumer’s Choice plan—a low-cost local-calling plan created by CUB. An AT&T representative told Cassandra her service would be transferred without a problem. But when an AT&T technician arrived at her new home, the 71-year old learned that instead of traditional landline service she was getting U-Verse, a digital phone service that requires the purchase of a modem and router. (Plus, it would cost her an extra $15 a month—at least.) “The workman led me to believe that landline wasn’t the best service to go with,” Cassandra said. “He insisted I get a modem because it was cheaper and more reliable.” The next day Cassandra reached out to AT&T to see why she couldn’t get the service she wanted. After getting no response she called CUB—an organization she had turned to in the past. “AT&T wasn’t being considerate or accommodating to my needs which upset me, since I had been a loyal customer of the company for 30 years,” Cassandra said. Luckily, Cassandra’s case fell into the hands of Environmental Outreach Coordinator Ivonne Ortiz. It wasn’t long before an AT&T representative called Cassandra and informed her that her old landline service would be restored—and she could stick with the Consumer’s Choice plan. Having been saved from an extra $180 a year in phone costs, Cassandra immediately called CUB to thank Ivonne, and even gave a small donation for a job well done. “I owe you guys for all you’ve done for me.” Cassandra said. “Illinois consumers need CUB.” If you have questions regarding your utility, phone or cable service, call CUB’s Consumer Hotline like Cassandra did, at 1-800-669-5556, for guidance on your rights.

The post Saved from a high phone bill, retiree says: ‘Illinois consumers need CUB’ appeared first on Citizens Utility Board.

Spread the word: It’s Lifeline Awareness Week!

Jim Chilsen — Wed, 16 Sep 2015 11:10:16 +0000

By Samantha Vercellino It’s hard for many of us to imagine not being able to dial a friend, text mom or schedule a work event in our mobile calendars. Phone service has become so intertwined with our daily lives that we forget too many people can’t afford even basic telephone service, and thus lack access to emergency services and community resources. In an effort to help everyone connect to family, friends, jobs and vital resources, the National Association of Regulatory Utility Commissioners (NARUC), the Federal Communications Commission (FCC) and the National Association of State Utility Consumer Advocates (NASUCA) have declared Sept. 14-20 “National Telephone Discount Lifeline Awareness Week.” This annual event is designed to promote the Lifeline Assistance Program—a federal/State program that makes telephone service more affordable to qualified low-income consumers. For the past 30 years, the Lifeline program has helped eligible low-income individuals—many of them elderly and/or disabled—stay connected to the outside world by providing discounts on basic monthly telephone service. Under the federal Lifeline program, qualified participants can receive a basic telephone service discount of at least $9.25 per month while many states offer discounts on top of that. For the last decade, Lifeline discounts have also been available for wireless plans as well as traditional landline service. Consumers who have an income that is at or below 135 percent of the federal Poverty Guidelines OR participate in a public-assistance program, such as Medicaid, Federal Public House Assistance or the Low-Income Home Energy Assistance Program (LIHEAP), can sign up for the Lifeline program. (Check to see if you qualify.) If you think you qualify, call your local phone company to confirm your eligibility and to enroll. In Illinois, the two big service providers are AT&T (1-888-256-5378) and Frontier Communications (1-800-921-8101). As our world becomes increasingly dependent on technology, it’s important that we give everyone a fair chance to find jobs, access health care, and keep in touch with friends and family. Help us spread the word! Make sure your friends and family are connected.

The post Spread the word: It’s Lifeline Awareness Week! appeared first on Citizens Utility Board.