Cellular Phone Support at UChicago

This guide explains what to do if your phone stops working, is lost, or is stolen. You will also see how to replace the phone or cancel your service.

For General Information

AT&T Business End User Care: 800.331.0500
Customers may contact this department Monday-Sunday, 6 a.m. to midnight.
Password: CHICAGO

Verizon Business User Care: 800.922.0204 (landline)
Or dial *611 from your Verizon mobile device

Note: Business User Care cannot order equipment, add discounts, add/change rate plans or features, change user information, or answer billing inquiries. You may be asked for the billing name and address which is: The University of Chicago, 1307 E. 60th Street, Chicago, IL 60637.

For Changes to Your Account and Billing Inquiries

Call IT Services at 773.702.5800 (x2-5800), option 2, then option 2. Your call, along with any change, will be made on the next business day.

If You Already Have Service and Receive a New or Replacement Device

AT&T

Call the AT&T activation group at 800.331.0500.
Hours of operation: Monday-Friday, 7 a.m. to 7 p.m. Central Time.
Password: CHICAGO

Verizon

If you order a new line of service, port or upgrade, your service will be active upon receiving your device. If your device is not active, please contact Verizon customer service at 800.922.0204

Malfunctioning Phones

Report malfunctioning phones directly to your service carrier.

AT&T

• If your phone is malfunctioning and is over 30 days old, contact the AT&T Warranty Department at 800.801.1101. If they request a password, it is Chicago.
• If you have Applecare Plus, Apple will give you an additional one-year manufacturer's warranty and two accidental damage claims with a $50.00 deductible.
• If you have an iPhone less than 30 days old with no physical damage to the hardware, you can take your device to an Apple store and they will provide replacement options.

Verizon

All phones are insurable by the carrier. The deductible varies by phone model. Claims are limited to two approved claims within any consecutive 12 months. See Verizon's Equipment Protection/Insurance FAQs. If you are enrolled in either Total Equipment Coverage or the Extended Warranty program, call the Verizon Warranty Support Center at 1.866.406.5154.

Lost or Stolen Business Phones

AT&T

• Contact the AT&T Business Customer Care at 800.331.0500.
• Notify IT Services at 773.702.5800 (x2-5800). When prompted, select option 2, then option 2. If it is after hours or the weekend, please leave a voicemail stating the date and time you discovered your phone was missing. Your account will be credited from the time you left the voicemail.

Verizon

• If your equipment is lost or stolen, see the Suspend Service FAQs at the My Verizon support website. You can also dial 800.922.0204 from any phone and suspend your service using Verizon's Interactive Voice Response (IVR) support service.
• Notify IT Services at 773.702.5800 (x2-5800). When prompted, select option 2, then option 2. If it is after hours or the weekend, please leave a voicemail stating the date and time you discovered your phone was missing. Your account will be credited from the time you left the voicemail.

Phone Replacement

If you need a replacement phone and do not have insurance, and your phone is more than one year old, you will be charged the full price of a replacement phone.

AT&T

If you purchased insurance, a deductible will be charged directly to your cellular phone number. Deductible amounts vary by phone model.

Verizon

If you purchased insurance, claims are limited to two approved claims within any consecutive twelve months. Deductible amounts vary by phone model.

Cancellation

Submit the Cancel Cell Service request form to initiate your cancellation. If multiple cancellations are needed, download this template to submit with the request.

AT&T

If you choose not to replace your phone and attempt to cancel services, but still have time on your contract, the cancellation charge will be based on how many months remain on your contract.

Verizon

You will be subjected to a cancellation fee. The cancellation charge will be based on how many months remain on your contract.

For Technical Assistance When Roaming Internationally

AT&T International Roaming Group: +1.916.843.4685
Password: CHICAGO

Verizon International Roaming Group: +1.908.559.4899

Customers may contact the above Roaming Group for voice and technical assistance if they are roaming internationally.

Note: You must already have international dialing on your phone before you contact this group.