vB Easy Archive - Cell One (Dobson) to AT&T

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Cell One (Dobson) to AT&T
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Posted by: yvonnebrc

I am an agent in an area that is not affected by the Cell One transition to AT&T. However my in-laws are Cell One customers. They keep calling me with questions about AT&T's network and plans and the options they have. I'm trying to direct them to their best course of action and get them into an AT&T plan.

I've read through the literature I can find on the merger but I have a few questions for those of you who are directly affected and might know better and can answer me quicker than I could find it for myself.

1. When an existing cell one customer changes to a new att plan are they being treated as a new activation and therefore required to sign a 1-2 year agreement or is it just treated as a plan change or are they looked at as an upgrade and only given the 2 year option.

2. A Cell One rep told me all their phones are unlocked. Is that true of Cell One phones?

3. Are their any other points I need to be aware of to advise my in-laws to be aware of regarding Cell One customers in this transition.

The people at the Cellular One store (now AT&T) are trying their best to answer questions but they have not had a lot of experience yet. I'm sure it's a lot to take in right now. But any input would be appreciated.

Thanks so much

Posted by: Stephen Soulsby

Quote:

Originally Posted by yvonnebrc

2. A Cell One rep told me all their phones are unlocked. Is that true of Cell One phones?

I can verify that my family has a Motorola V3 and V197 that both came unlocked from Cell One. I'll probably be getting them switched over tomorrow to an AT&T family plan.

Posted by: ironhayden08

My basic understanding of how to treat Dobson customers is to treat them like new customers. Our instructions to migrate Dobson customers is to treat it like a port like any other carrier, meaning two-year contracts and new equipment. We have been taking that approach since last Friday when Dobson zips and #'s have been added into OPUS and GEARS. Our store (the northern most Wisconsin COR store in the Cingular/AT&T footprint) has had little other instructions other than convert Dobson customers as much as possible and that no one walks.

If customers want to keep their own equipment, they can do it and the reps should follow their market-specific instructions on activating existing equipment.

We have been waiting for the buyout to complete and our traffic has picked up substantially now because of it.

Posted by: cingman66

Does anyone know if they (old Cell One) will be able to keep existing rate plans, or will it be like migrating blue ATT to orange ATT--all new plans required. My guess is that the plans MUST be changed, and unless the equipment is unlocked, that too needs to be changed. I mean, people may as well switch equipment...they will be signing a contract anyway. And unlocked equipment will not work as well as the new phones will.

Posted by: ironhayden08

Yep. customers must change plans. We have no access to Dobson's billing systems to change dobson plans.

Posted by: Alfred_Neuman

i know when cingular bought att it was upgrade unless they added lines. same with suncom. i dont think it be any different this time around.

Posted by: ATnt-RSC

^Well, migrations are further down the road. Since whatever billing system Dobson uses has no way to interface with OPUS yet, it has to be considered a new line.

Posted by: holaDude

My guess is that the stores will have both systems until the accounts have been converted to telegence. Some calls will be routed to AT&T CS if the phone number is not entered into the IVR. AT&T CS will be able to take payments, but they will have to transfer any other issue to the proper Dobson call center.

They can upgrade to AT&T by porting in, and when they do upgrade by porting in, they will have to sign a new 2 year agreement if they buy new equipment.

Posted by: ATnt-RSC

^On a related note RE: using both systems, to all of you Dobson reps, sorry for OPUS.

Posted by: FormerRuling

If they want to stay the same (Dobson Rate Plan, etc) - They are given that option. If they want to take advantage of AT&T rate plans they must Port to AT&T. They do not have to take all new AT&T equipment since as far as I know most/all of Dobson's are Unlocked.

As far as we have been told it is "business as usual" if they decide to change - You follow the Exact Same procedures you would for any Port In.

We have been getting isolated cases of the markets being mismatched and the numbers being not eligible and such, but we have generally been able to work through those cases.

Posted by: cingman66

Quote:

Originally Posted by FormerRuling

If they want to stay the same (Dobson Rate Plan, etc) - They are given that option. If they want to take advantage of AT&T rate plans they must Port to AT&T. They do not have to take all new AT&T equipment since as far as I know most/all of Dobson's are Unlocked.

As far as we have been told it is "business as usual" if they decide to change - You follow the Exact Same procedures you would for any Port In.

We have been getting isolated cases of the markets being mismatched and the numbers being not eligible and such, but we have generally been able to work through those cases.

Can a customer get new AT&T equipment but keep their Dobson plan? My sister wants to upgrade her son's phone (currently Dobson CellOne) but keep the current plan, as it gives him free calling to people off network (kinda like TMO's my Fav's).

Posted by: ironhayden08

No. AT&T reps (in stores that were AT&T prior to Dec 9) have no access to Dobson's billing systems, so we cant do upgrades, sim swaps, etc. I cannot speak for the former Dobson stores. Anything Dobson related, we give customers a phone number or connect them in the stores. It seems like AT&T is keeping treating dobson like new customers.

And keep in mind that AT&T phones are locked to AT&T sims.

Posted by: FormerRuling

^ Right.

Dobson Customers are not being treated like AT&T already owns them - The procedures are exactly how they are for new systems coming from T-mobile/etc.

The only difference is we are given access to take payments/etc for their old account. I have a login for their billing system - but our permissions are very restricted. Basically every option is is not available except viewing their bill and taking a payment. So basically if they go "I want to Port to AT&T, but oh yea I still owe $10 on my Dobson account" we can take a payment for them.