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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.

Multiple service channels

Digital platforms

Local call center for wireless customers

Questions?

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Who is purchasing AT&T? Liberty Latin America or Liberty Puerto Rico?

Our parent company, Liberty Latin America, announced that it has entered in to a definitive agreement to acquire AT&T's wireline and wireless operations in Puerto Rico and the United States Virgin Islands (USVI). This stragegic acquisition is a great opportunity to expand our business in Puerto Rico and the USVI.

Does Liberty Latin America acquire all of AT&T? Only in Puerto Rico?

The agreement is only to acquire AT&T wireline and wireless operations in Puerto Rico and the US Virgin Islands.

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.

Are you going to combine wireless mobile service into a 4-service package?

By bringing both companies together, we will combine the best fixed internet network with the best mobile network. This will eventually provide benefits and help build a more robust communications infrastructure for Puerto Rico and the American Virgin Islands. For now, billing, services and payment procedures continue to operate separately.

What will be the prices for wireless mobile service?

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.

Will the operations be fully integrated? Sales, customer service, stores?

For now, for fixed services, customers should go to Liberty call center / stores and fixed kiosks. For wireless services, customers should go to the AT&T call center / stores and kiosks.

Will Liberty continue with the implementation of 5G? What is your plan?

Customer service will continue to function as done up to now. Fixed services (Internet, Video and Telephony) will be served by Liberty customer service and sales channels, and wireless customers will be served by incoming AT&T wireless sales and customer service.

I have services with AT&T and LibertyPR. How many invoices will I receive?

For now, both companies operate separately; billing, services and payment procedures remain the same. We will keep you updated for any additional information.

As an AT&T customer, will I lose my roaming benefits?

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.

If I currently have a discount with AT&T, will I continue to receive it?

Yes, Liberty will continue existing AT&T discounts.

What will be the prices for the mobile prepaid service?

We do not anticipate a change in current rates for wireless services. Liberty will continue AT&T's existing prepaid plans. In the future, Liberty will launch new wireless rate plans for both new customers and the voluntary migration of existing customers.

Will I receive discounts if I have all 4 services with Liberty?

For now, both companies will operate separately. Billing, services and payments will remain the same. In the near future, you will hear from us about updates, new packages, offers, or conversion requirements, if applicable.

Are you going to offer a centralized customer service for all services?

Customer service will continue to function as done up to now. Fixed services (Internet, Video and Telephony) will be served by Liberty customer service and sales channels, and wireless customers will be served by incoming AT&T wireless sales and customer service.

As an AT&T Prepaid customer, will I lose my roaming benefits?

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.

If I am an existing customer with an AT&T prepaid phone, how can I recharge my service?

It is possible that some charging points are not available, however, you can continue to recharge at AT&T stores, Authorized Dealers and through the website.

If I currently have a discount for AutoPay, will I continue to receive it?

Yes, Liberty will continue existing AT&T discounts.

Can I buy a prepaid phone and / or recharge my AT&T prepaid account at a Liberty PR store?

No, for now, both companies will operate separately, billing, services and payments will remain the same. In the near future, you will hear from us about updates, new packages, offers, or conversion requirements, if applicable.

As an AT&T Prepaid customer, I can use my phone as a HotSpot, will I continue to receive that service?

Yes, if the rate selected in your AT&T Prepaid plan includes Hot Spot service, you will continue to enjoy your plan as it is at the moment.

Where can I buy a SIM KIT for my AT&T prepaid service?

SIM kits will be available for purchase and / or activation at authorized AT&T stores and Authorized Dealers.

Thank you for your support in 2020.

2020 brought us some tough challenges and some significant achievements. Looking back, I feel very proud of how we managed this historic year. We changed our operating model quickly and we adapted to a completely new and unexpected situation. Overall, Liberty was very successful in providing connectivity and entertainment when it was most needed.

We definitely had some challenges to provide service due to the sudden increase in demand, just as most other telecommunication companies around the world, but we were able to provide internet, video and telephony services to individuals and businesses so they could carry on with their lives, work, study and keep in contact. We are very proud that we made it possible for hundreds of thousands of employees and business owners to work remotely and likewise for students to remain connected to their teachers.

The achievements speak for themselves:

  • We added and retained more customers this year than ever before.
  • Data consumption per home reached record levels, close to 500 Gigabytes per home per month, 20 times higher than mobile internet use per month.
  • We managed a record number of calls and messages in our customer service center.
  • We completed a record number of installations for new customers.
  • We created almost 200 direct and indirect jobs in Puerto Rico.
  • We upgraded our infrastructure and increased the capacity of our distribution network and our core network by 1,300 Gbps to accommodate the increase of almost 70% in data consumption.
  • We launched new speeds in our Triple Packs, currently offering 250Mbps.
  • We implemented several initiatives to help customers who faced financial difficulty due to the pandemic, such as not charging late and reconnection fees, offering discounts and payment plans and presenting more affordable bundles. In addition, we offered basic internet service to over 11,000 customers who could not pay for it.
  • We participated in the students’ internet service subsidy federal program.
  • We built 25,000 new homes with our Fiber to the Home connection, which provides speeds of 1Gbps.
  • We earned the Speedtest Award™ 2020 as Puerto Rico’s fastest fixed network for a fourth year in a row.
  • We received the Partners for Good 2020 Award from Foundation for Puerto Rico (FPR) and the Clinton Global Initiative (CGI) for the company’s commitment to communities in Puerto Rico.
  • We completed the acquisition of AT&T’s operations in Puerto Rico and the U.S. Virgin Islands. We are now over 2,200 employees at your service!
  • We invested in wireless and wireline networks in Puerto Rico and the U.S. Virgin Islands to expand coverage and improve connectivity.
  • We added over 1,000 capacity and speed expansion projects in the network.
  • In 2020, we launched 5G in all Puerto Rico and the U.S. Virgin Islands.
  • The mobile network was also recognized as the fastest in Puerto Rico, according to Speedtest® by Ookla®, keeping this recognition while absorbing an increase of up to 26% in traffic.
  • We launched our Hub TV television console.
  • We started offering customer service through WhatsApp.
  • We launched our new application Liberty Go PR.

What can you expect in 2021?

  • Customer service with a company-owned call center in Puerto Rico, managing 100% of all calls with local agents. We are hiring more people to lower wait times.
  • We will continue expanding 5G services and will continue making upgrades, expanding and optimizing the network’s capacity to cover our communities’ communication needs.
  • We will keep burying our optic fiber and increasing our fiber redundancy for more reliability and resilience when combining the mobile network with the fixed one.
  • We will continue reaching new and current customers with our Fiber to the Home new build standard.
  • We will not raise our fees for our internet, television and telephony services. Despite the investment we made to expand our network and the yearly increase in programming costs from television channels, we are absorbing a great amount of additional costs this year as a commitment to Puerto Rico and customers who were impacted by the pandemic.
  • We will offer new internet products.
  • We will have special offers for internet and mobile customers.

We closed a tough year, but we have lots of reasons to welcome this new year. We reaffirm our commitment to you to keep working to bring you the best experience with your connectivity and entertainment services. Thank you for trusting Liberty!

Sincerely,

Naji Khoury Presidente y Principal Oficial Ejecutivo

Naji Khoury
President and CEO