AT&T Wireless and a 480 area code

Below are two emails I sent to out, the first laments my challenges getting a 480 area code, and the second relates the happy ending to the story.

2000-Aug-03

I can barely begin to express how annoyed I am right now.

I spent close to 8 hours over two days researching the various wireless offerings in my area. After building a spread-sheet to determine who would actually offer me the best plan based on my anticipated usage patterns. Then, after determining who had service in both my home area, Tempe AZ, and in the one place I ever visit, Fresno CA, I settled on AT&T's Regional Advantage calling plan.

However, I had one concern that was critical to my decision: Would I be able to get the same area code as my home number? I couldn't find any information regarding it on the http://www.attws.com web pages. Finally, I called the consumer sales number. The gentleman assured me that if I was not happy with the area code I received, I could call customer care, and get it corrected.

What I didn't know, and didn't think to ask, is that my home area code of 480 is not an option.

Now, maybe this is a bit of pride in my home town, maybe even silliness. But, I wanted a 480 area code for my cell phone, just like my home phone. Most about all my friends live in 480, I work in 480. But, most importantly: my parents live in 480.

Now, I understand that dialing 602 in front will not cost a long distance call. But, try explaining that to an older couple. No matter how many times I might tell them, they wouldn't get it. Then the confusion sets in: "Now, which number is it I have to dial 602 on?" And, "Are you sure? I thought you told me that everyone around here with a 602 number has changed to 480." (The original 602 area code was split up, and we ended up in 480).

It only gets worse when they ask "Why did you have to move so far away?" "I didn't move, this is just my cell phone number," I would patently try to explain.

You may be laughing right now, I know I almost did. Obviously its a cell phone, and the area code does not imply where I live or even where I'm located at any moment. But, again, I ask you to try explaining that to an older couple.

I asked the AT&T representative if there was any chance that 480 numbers would be opened up. None that they were aware of.

I started considering plans from other vendors. I reviewed my spreadsheet again. I found that http://www.verizon.com/ allows the customer to specifically select the 480 area code. However, the overall plan combined with the (un)available areas, didn't really appeal to me. The final straw: I couldn't get a Nokia 5100 series phone on their web page.

For the moment, I'm staying with AT&T, however I have 30 days to give it up.

But, I'm not passing out the number to anyone else yet. This makes the cell phone somewhat useless. But, I'm not sure what I hate the most: giving all my family and friends a 602 phone number with all of the confusion that creates. Or when something finally changes, having to give them a new/different number.

So, to be completely honest: I'm annoyed. annoyed that I can't get the area code I want. At one level, I feel as if I'm trapped. The AT&T Regional Advantage plan is what I need, its the best value for how I plan to use my cell phone. But, lacking a 480 area code, it falls apart on one critical issue. Critical to me, the customer.

2000-Aug-04

Below is the conclusion of yesterday's "Why I'm annoyed at AT&T."

Dear AT&T Wireless Customer Care,

Woo Hoo!

After calling AT&T's Customer Care about a different issue, Katie asked "Is there anything else we can do for you?"

Oh yeah, there is...

"Any chance you could give me a number with a 480 area code?" Having had so much trouble with this the day before, I know it was a futile question.

"Sure."

I smiled and jumped for joy. Okay, I didn't literally jump, I was sitting at the time. But, if I were standing, I might have considered jumping. Or, perhaps standing on my toes for a moment. Well, maybe not. I did smile though.

After being on hold a little while, she comes back on and says that the computer is not letting her enter my new number, but asked me to continue to hold.

Now, I admit, in the big scheme of things, a 480 area code is not that big of a deal. I was getting use to the reality of being stuck with a "Phoenix" phone number, but still, my heart sunk. Things were starting to shape up about the same as they did the day before.

More holding...

"Okay sir," says Katie, "if you will just follow these instructions, we will program your new number into your phone."

It worked. AT&T Wireless pulled through with a 480 area code!

I'm happy.

Thanks Katie. AT&T chose wisely when they hired you.