updated 11:45 am EDT, Wed June 27, 2007
AT&T publishes iPhone FAQ
AT&T has published a Frequently Asked Questions (FAQ) Web page that aims to answer most of the common questions consumers may have who are looking to purchase Apple's iPhone when the device hits shelves this coming Friday. The wireless carrier notes that wireless insurance is unavailable for the iPhone but that Apple offers its own warranty for the device, and that activating the handset usually takes a just a few minutes. AT&T says customers can upgrade to iPhone by visiting a company retail store and mention that they are replacing their existing phone, and adds that customers will soon be able to upgrade through myWireless online. Existing AT&T customers can add iPhone to a FamilyTalk plan without the need to switch that plan, and users who just upgraded a phone recently will experience no penalties or restrictions from upgrading to an iPhone.
Current GoPhone customers need to activate their iPhones on a new account with a new phone number, however, and existing customers cannot swap out SIM cards to use the iPhone straight away. AT&T is also offering a 14-day return policy for iPhones, but requires that customers return the device to the original point of purchase. A 10 percent restocking fee is charged unless the phone is returned unopened and in its original shrink wrapping.
The entire FAQ follows:
Q. Where can I buy iPhone?
A. iPhone is available at AT&T stores, Apple stores and online at apple.com. Find an AT&T store that sells iPhone now.
Q. How much does iPhone cost?
A. There are currently two versions of iPhone available. $499 for the 4GB model and $599 for the 8 GB model. Both prices require a 2-year service agreement.
Q. Is iPhone eligible for Wireless Phone Insurance?
A. No. iPhone is ineligible for the Wireless Phone Insurance program offered to AT&T customers. iPhone is covered by the Apple Warranty. If you have Wireless Phone Insurance from AT&T, it will be removed from your line of service.
Q. Are business customers eligible for discounts?
A. No. iPhone service is available only to consumer accounts. iPhone and associated wireless service are not eligible for corporate discounts.
Q. How do I activate iPhone?
A. You activate iPhone in a whole new way—using iTunes right on your computer. All you need is a PC or Mac, a credit card or debit card, access to the Internet and an email address.
The credit approval for your AT&T service also happens on your computer. It’s part of activating through iTunes, but if you’d rather have your credit pre-approved before you leave the store, an AT&T store representative can help you with that.
You will also select an available plan during activation.
Q. Does iPhone work out of the box?
A. No. iPhone must be activated before it can be used. iPhone includes a pre-installed SIM card for your convenience.
Q. How long does it take to activate iPhone?
A. Most activations should happen within a few minutes of selecting your plan. If there are any questions around your account status or credit, there may be delays in activation.
Existing Customer Questions
Q. How do I upgrade to iPhone?
A. Just go to an AT&T retail store, and mention you're replacing your existing phone. Our salespeople will help you through the process and answer any questions you have.
Soon you'll be able to upgrade through myWireless online.
Q. Do I need to switch to a different rate plan if I upgrade to iPhone?
A. If you’re an existing AT&T (formerly Cingular) wireless customer, you just need to add an iPhone Data Plan. (This may replace your current data plan. Your voice plan will stay the same) The iPhone Data Plan gives you Visual Voicemail, as well as Unlimited Data—includes both email and web—and texting, all for as little as $20. You'll add an iPhone Data Plan during the activation process.
Q. Can I add iPhone to a FamilyTalk plan?
A. Yes. Just go to an AT&T retail store, and mention you'd like to add a line to an existing account.
Q. Do I need to switch to a different FamilyTalk rate plan if I want to add iPhone?
A. No. You might want to upgrade your minutes since you are adding an additional line.
Q. I just upgraded my phone recently. Are there any penalties or restrictions for upgrading to iPhone right away?
A. No. Everyone can upgrade to iPhone right away.
Q. What if I currently have a GoPhone?
A. You will need to activate iPhone on a new account with a new phone number.
Q. I'm an existing customer. Can I swap out my current SIM card and start right away?
A. No. iPhone must be activated befroe it can be used. iPhone includes a pre-installed SIM card for your convenience.
Q. Will I be billed from both companies?
A. Wireless service will be billed from AT&T. Additional content purchases from iTunes such as music, videos, and movies will be billed from iTunes, similar to today.
Q. Are there any differences from your normal billing procedures?
A. No. There are no differences on your monthly bill.
Q. Do you have a special return policy for iPhones?
A. Yes. Apple branded equipment is covered by a 14-day return policy and must be returned to the original point of purchase. If the Apple branded equipment is returned unopened and in the original shrink wrapping, it will be refunded back to the original payment method. Opened Apple branded equipment that is returned within 14 days will be subject to a 10% open box restocking fee. All products must be packed in their original, unmarked packaging including any accessories and manuals that shipped with the product.