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Cellular Phone Problems

This article explains how to report problems with your cellular phone such as malfunctions, lost, or stolen, and network issues.

Malfunctioning Phone

  • AT&T
    • If your phone is malfunctioning and is over 30 days old, contact AT&T Warranty Department at 800-801-1101. You may be asked for a password, to which you may offer CHICAGO.
    • If you have Apple Care Plus, Apple will give you an additional year manufacturer's warranty and 2 accidental damage claims with a $50.00 deductible.
  • Verizon
    • All phones are insurable by the carrier. Deductible varies per phone models. Claims are limited to two approved claims within any consecutive 12 months. See Terms and Conditions. If you are enrolled in either Total Equipment Coverage or the Extended Warranty program, call (866) 406-5154 (toll-free from landline phones).

Lost or Stolen Business Phone

  • Report your missing phone IMMEDIATELY to suspend your cellular service.
    • AT&T
      • Contact AT&T Business Customer Care at 800-331-0500.
      • Call 2-5800 option 2 then option 2 to notify IT Services. If it is after hours or the weekend, please leave a voicemail message stating the date and time you discovered your phone was missing. We will credit your account from the time the you left the voicemail message.
    • Verizon
      • If your equipment is lost or stolen, suspend your service in My Verizon. [You can also dial 800-922-0204 (from any phone) and complete this task via Interactive Voice Response (IVR)].
      • Call 2-5800 option 2 then option 2 to notify IT Services. If it is after hours or the weekend, please leave a voicemail message stating the date and time you discovered your phone was missing. We will credit your account from the time the you left the voicemail message.

Phone Replacement

  • If you do not have insurance and your phone is over 1 year old, you will be charged the full price of a replacement phone.
  • AT&T: If you have purchased insurance ($6.99/month), a deductible (amount depends on the device model) will be charged directly to your cellular phone number.
  • Verizon: If you have purchased insurance ($6.99/month), deductibles vary per phone model. Claims are limited to two approved claims within any consecutive 12 months.

Cancellation

  • AT&T: If you choose NOT to replace your phone and attempt to cancel services but still have time on your contract, you will be charged a $175.00 early termination fee.
  • Verizon: You'll be subjected to a cancellation fee. The cancellation charge will be based on how many months you have remaining on your contract.




Keywords: lost stolen cell malfunctioning replacement issues   Doc ID: 19760
Owner: Linda M.Group: University of Chicago
Created: 2011-08-16 09:24 CDTUpdated: 2014-01-13 18:16 CDT
Sites: University of Chicago