Welcome to
the new Liberty
We are ready to serve you
We are very excited for the opportunities that this combination represents for you and all the benefits for our clients in Puerto Rico and the US Virgin Islands. You can be confident that you will continue to enjoy excellent wireless service with the fastest mobile network in Puerto Rico. Furthermore, Liberty will honor existing offers and plans. You will continue to receive your invoice and make payments as usual; receive customer service through the same phone numbers and locations; and use your service as you do today.
Based on the billing address, the area code of the phone number, and the primary place of use, AT&T and Liberty have agreed to transfer customers accordingly. Customers transferred to Liberty will keep their phone number, regardless of their area code or billing address - whether in Puerto Rico, USVI or the continental United States.
We continue providing the best network and the best customer experience.
Network quality,
coverage and speed
The joint operations will result in the combination of the fastest wireless network with the fastest fixed network. Our commitment is to maintain the leadership and strength of the network, so that you continue to enjoy the best coverage and reliability of service.
Excellent customer experience
At Liberty, our highest priority is delivering the best customer experience. We will maintain the high level of customer experience you are accustomed to, including multiple service channels and access to digital platforms. We also reaffirm our commitment with the island by offering our services from a company owned call center located in Puerto Rico.
Important Message
At this time, we are completing the transition phase from AT&T to Liberty Puerto Rico and USVI. AT&T is currently in the process of properly classifying the customers that correspond to either AT&T USA or Liberty PR | USVI. This conversion does not affect your service at all. However, some transactions, such as adding lines, changing equipment and making payments, among others, may be temporarily unavailable at select stores and kiosks. Also, your calls to the service center may not reach our call center in Puerto Rico and could be directed to other AT&T call centers around the world. We hope to complete this process as soon as possible and appreciate your patience and understanding.
5G technology
Liberty will continue with the deployment plan for 5G technology in Puerto Rico and the USVI that began with the launch of 5G in Puerto Rico in July 2020. 5G technology will certainly revolutionize wireless services, helping to enable many advantages and innovations.
Seamless network in Puerto Rico, USVI and USA
Liberty and AT&T have entered into an agreement through which Liberty’s customers will be able to use their mobile devices on AT&T’s owned and operated network in the U.S., just as you do today.
Roaming services
If you currently have roaming services in Mexico and Canada included in your plan, you will be able to continue enjoying your roaming services while traveling to these destinations similar to how you roam today. Likewise, you will be able to use your mobile service in more than 200 countries for a daily fee, as you currently do.
Plans and rates
Liberty will maintain all active AT&T plans and those plans you enjoy today. When new plans become available in the future, you will have the option of changing to a comparable or better plan. Liberty has always characterized itself for offering the best value, with a consistent, transparent and easy to understand bill.
FirstNet
As part of the transaction, Liberty will support, among other services, AT&T’s FirstNet build in PR and USVI, ensuring that the nationwide wireless broadband network for first responders will continue uninterrupted.
Industry leaders
We are a leading communications company operating in over 20 consumer markets and over 30 B2B markets; operating the largest award-winning state-of-the-art subsea multi-ring fiber-optic network connecting 40 countries with over 50,000 kilometers of fiber optic cable. LLA’s solutions and services include enterprise-grade connectivity, award-winning data centers, hosting and managed solutions, as well as information technology solutions with customers ranging from small and medium enterprises to international companies and governmental agencies.
Furthermore, our organizational culture is strong, based on the richness of an amazingly diverse workforce, where tolerance and respect are expected and promoted.
The Liberty family
We are excited and confident that we are the right company to continue AT&T’s successful journey in Puerto Rico and the USVI.
We trust this transition will be favorable for you and the markets, as it strengthens our commitment to our employees, our customers, and the communities we serve. We strive to contribute to the economies and businesses where we operate using local suppliers when it is possible.
Liberty Foundation
We look forward to strengthening our service programs in Puerto Rico and establishing ties with the communities in the USVI.
In Puerto Rico and USVI to serve you
Here at Liberty, excellent customer experiences is our biggest priority. Our customer satisfaction index has been constantly increasing, recently reaching the highest levels in our company and in the industry. Also with AT&T moving forward, our clients in Puerto Rico and the USVI will receive quality service from a company operated call center, located in Puerto Rico.
Important Message
At this time, we are completing the transition phase from AT&T to Liberty Puerto Rico and USVI. AT&T is currently in the process of properly classifying the customers that correspond to either AT&T USA or Liberty PR | USVI. This conversion does not affect your service at all. However, some transactions, such as adding lines, changing equipment and making payments, among others, may be temporarily unavailable at select stores and kiosks. Also, your calls to the service center may not reach our call center in Puerto Rico and could be directed to other AT&T call centers around the world. We hope to complete this process as soon as possible and appreciate your patience and understanding.
Digital platforms
Local call centers for wireless customers
Questions?
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Who is acquiring AT&T? Liberty Latin America or Liberty Puerto Rico? Why?
Our parent company, Liberty Latin America, announced that it has closed the transaction to acquire AT&T's wireline and wireless operations in Puerto Rico and the United States Virgin Islands (USVI). This strategic acquisition is a great opportunity to expand our business in Puerto Rico and the USVI.
Tell us about Liberty Puerto Rico and Liberty Latin America.
Liberty Communications of Puerto Rico, LLC (LCPR) is a subsidiary of Liberty Latin America and has approximately 827,600 RGUs as of June 30, 2020 in 76 municipalities around Puerto Rico. The communication services that Liberty provides on the island include broadband Internet, advanced digital telephony and high definition video for residential and business customers.
Liberty Latin America (LLA) is a leading communications company operating in over 20 countries across Latin America and the Caribbean under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, UTS and Cabletica. The communications and entertainment services that we offer to our residential and business customers in the region include digital video, broadband internet, telephony and mobile services. Our business products and services include enterprise-grade connectivity, data center, hosting and managed solutions, as well as information technology solutions with customers ranging from small and medium enterprises to international companies and governmental agencies. In addition, Liberty Latin America operates a sub-sea and terrestrial fiber optic cable network that connects over 40 markets in the region.
What happens if you go to MYATT app and get a message asking if you are a Liberty or an AT&T customer?
You can rest assured that this does not affect your service at all. It is part of the process ATT is doing to change customers from continental US who used to receive service from the Puerto Rico call center to call centers in the continental USA. If you are a customer in Puerto Rico or USVI, simply select Liberty and login again with your same credentials. You will be able to navigate the app without problems.
Did LLA acquire all of AT&T? Only in Puerto Rico and the USVI?
The transaction only covers the acquisition of AT&T’s wireline and wireless operations in Puerto Rico and the US Virgin Islands.
Why did AT&T sell?
That is a question that is better directed at AT&T. We cannot answer for them.
How much was the transaction?
In the all-cash transaction, AT&T Inc.’s (AT&T) wireless and wireline operations in Puerto Rico and the U.S. Virgin Islands are valued at an enterprise value of $1.95 billion on a cash- and debt-free basis.
What brand is Liberty going to use for wireless?
For now, the brand name will not change. The brands will remain separate for some time. Eventually, the AT&T brand will be replaced with the Liberty brand.
Who will manage the wireless business?
The former wireless business of AT&T in Puerto Rico and the USVI will be under the full management of Liberty Puerto Rico and its parent company Liberty Latin America.
Are customers’ current service rates going to change?
Current AT&T rates will be honored by Liberty including old rates that some customers may still have from old plans, as per their service agreement. Customers will also be able to enjoy a new feature that AT&T announced recently that extends the best equipment offers to current and new customers alike.
Will AT&T employees get laid off?
Right now, we do not expect to make any changes or do any layoffs. For the moment, all employees will continue working on their jobs as they normally do.
Are some AT&T employees going to have to relocate to Puerto Rico?
We do not expect to move employees, for the moment. All employees will continue working on their jobs as they normally do.
How many new employees are you taking on overall?
About 1,300 new employees are joining our company.
Will you raise customers’ rates for wireless services?
We do not anticipate a change in current rates for wireless services. Liberty will continue AT&T's existing rate plans. In the future, Liberty will launch new wireless rate plans for both new customers and the voluntary migration of existing customers.
When is it official?
The agreement between both companies is now official, as announced in LLA’s press release here www.lla.com/whats-new.
Is Liberty Puerto Rico prepared to run this business? Does this company have experience running a wireless business?
Many of our leaders and employees have experience in the wireless industry, coming from local or international operations in previous jobs. In addition, the proven leadership of Liberty Puerto Rico, backed by the vast knowledge and experience of Liberty Latin America’s mobile businesses and the knowledge and experience of our new colleagues from AT&T gives us the right tools and expertise to run this business successfully.
Are you prepared to protect and restore the wireless network in case of emergencies?
Liberty Latin America and Liberty Puerto Rico have gained tremendous experience through the hurricanes and earthquakes we have had to endure on the island, as well as other markets in the Caribbean. We have developed a very effective plan that has been put to the test several times. We have the knowledge, the contacts, and the processes to prepare and react to emergencies. The combination of Liberty and AT&T Puerto Rico/USVI will bring additional resilience to our networks.
Will Liberty Puerto Rico offer video, internet and telephony services in the USVI?
Liberty Puerto Rico has no immediate plans to offer video, internet or fixed telephony services in the USVI.
Are you closing any of AT&T offices or stores?
We need to continue serving our customers in our current coverage area. For now, nothing changes.
Are you continuing with 5G deployment in the USVI? What is your plan?
Yes, we will continue with the implementation of 5G in the US Virgin Islands to further expand the 5G network, signal and speeds, as well as continue to bring more phones and devices with 5G capabilities.
Are you closing any of AT&T offices or stores?
We need to continue serving our customers in our current coverage area. For now, nothing changes.
Are you continuing with 5G deployment in the USVI? What is your plan?
Yes, we will continue with the implementation of 5G in the US Virgin Islands to further expand the 5G network, signal and speeds, as well as continue to bring more phones and devices with 5G capabilities.
Does the acquisition include DirecTV as well?
No, the acquisition only covers AT&T's wireline and wireless operations in Puerto Rico and the U.S. Virgin Islands.
Is AT&T abandoning the USVI?
Under the terms of the agreement, AT&T will support Liberty Puerto Rico for a period up to 36 months following the acquisition enabling the efficient transition of services. AT&T will continue to provide FirstNet services in Puerto Rico and the U.S. Virgin Islands through Liberty’s mobile network.
Will customers lose their roaming benefits as AT&T customers?
No. You will continue to enjoy the same benefits. Liberty and AT&T have entered into an agreement in which, after the closing of the transaction, Liberty customers will be able to use their mobile devices on the proprietary network that AT&T operates in the United States, as it does today. If you have roaming in Mexico and Canada included in your plan today, after the transaction closes, you will continue to roam while traveling to these destinations, similar to how you do today. You can also use your mobile service in more than 200 countries for a daily fee, as you do today.
Where do customers call for customer service?
AT&T customers should continue contacting the same phone numbers, website and social media accounts and visiting the company’s customer service offices in the USVI. Should they have any questions, they can call 1 (800) 331-0500 or access Liberty’s custom webpage for the Virgin Islands www.libertyvi.com.
Will USVI customers receive customer service in English?
The company will offer customer service with a bilingual call center staff from AT&T in Puerto Rico.
Will our phone numbers change?
Based on the billing address, the area code of the phone number, and the primary place of use, AT&T and Liberty have agreed to transfer customers accordingly.