MENU

We are ready
to serve you

We are very excited for the opportunities that’s this merge represents for you and all the benefits for our clients in Puerto Rico and the US Virgin Islands. We are working closely with AT&T to ensure a seamless transition. You can be confident that you will continue to enjoy excellent wireless service with the fastest mobile network in Puerto Rico. Furthermore, Liberty Business will honor existing contracts with no changes while its contracted period remains. Also, Liberty will honor existing offers and pricing as established by contract. 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.

The knowledge and experience of AT&T’s employees and management team, combined with our own, will ensure that we continue providing the best network and the best customer experience.

We are ready
to serve you

We are very excited for the opportunities that’s this merge represents for you and all the benefits for our clients in Puerto Rico and the US Virgin Islands. We are working closely with AT&T to ensure a seamless transition. You can be confident that you will continue to enjoy excellent wireless service with the fastest mobile network in Puerto Rico. Furthermore, Liberty Business will honor existing contracts with no changes while its contracted period remains. Also, Liberty will honor existing offers and pricing as established by contract. 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.

The knowledge and experience of AT&T’s employees and management team, combined with our own, will ensure that 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.

Business service and support

You will continue to enjoy excellent, tailored service through an account manager. PR/USVI retail stores and contact channels such as customer and technical support service centers will remain the same. Moreover, to enhance your customer experience and reaffirm our commitment to the islands, starting today, customers in Puerto Rico and the USVI will be serviced by a company-owned call center located in Puerto Rico.

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.

FirstNet

Liberty will continue to support, among other services, FirstNet, built with AT&T in PR and USVI, ensuring that the nationwide wireless broadband network for first responders will continue uninterrupted.

B2B wireless customers

We are confident that we are the right company to continue AT&T’s successful journey in Puerto Rico and the USVI. Liberty Latin America, our parent company, has proven knowledge and experience in the mobile industry across Latin America and the Caribbean. Moreover, many of our leaders and team members across the entire organization have vast experience in wireless operations throughout the world, including Europe, the United States, Latin America, the Caribbean, and Puerto Rico.

Click here for more information.

B2B wireless customers

We are confident that we are the right company to continue AT&T’s successful journey in Puerto Rico and the USVI. Liberty Latin America, our parent company, has proven knowledge and experience in the mobile industry across Latin America and the Caribbean. Moreover, many of our leaders and team members across the entire organization have vast experience in wireless operations throughout the world, including Europe, the United States, Latin America, the Caribbean, and Puerto Rico.

Click here for more information.

B2B wireline customers

Since 2009, we have strengthened and developed our infrastructure to offer advanced technology that is broadly available to businesses in Puerto Rico.
We are confident that we are the right company to continue AT&T’s successful journey in Puerto Rico and the USVI. Liberty Latin America, our parent company, has proven knowledge and experience in the mobile industry and in Wireline B2B across Latin America and the Caribbean.

Wholesale Customers

You will continue to enjoy excellent, tailored service through your current account manager Julio Rodríguez and contact channels such as Customer Service and Technical Support Service Centers will remain the same. At this time, AT&T and Liberty Business core networks will remain separate, including customers’ last mile architecture.

We strive to offer our Wholesale customers the best technology solutions and customer experience tailored to every business size and need.

Customer experience is very important to us, especially for our Wholesale customers. We offer 24-hour support centers, committed account executives, and a dedicated support team of professionals in engineering and technology that provides individualized, custom-made assistance.

I know that besides providing you with excellent service, competitive pricing is crucial if we are to keep you as a customer. Liberty has always been committed to offering the best value for money in the market. We offer custom packages that adapt to the business needs.

Wholesale customers

You will continue to enjoy excellent, tailored service through an account executive and contact channels such as customer service and technical support service centers will remain the same. At this time, AT&T and Liberty Business core networks will remain separate, including customers’ last mile architecture.

We strive to offer our Wholesale customers the best technology solutions and customer experience tailored to every business size and need.

Customer experience is very important to us, especially for our Wholesale customers. We offer 24-hour support centers, committed account executives, and a dedicated support team of professionals in engineering and technology that provides individualized, custom-made assistance.

I know that besides providing you with excellent service, competitive pricing is crucial if we are to keep you as a customer. Liberty has always been committed to offering the best value for money in the market. We offer custom packages that adapt to the business needs.

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.

Welcome to the Liberty Business 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

At Liberty, an excellent customer experience 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.

Multiple service channels

Digital platforms

Local call center

Questions?

<>

Who is acquiring AT&T? Liberty Latin America or Liberty PR? Why?

Liberty Latin America (LLA), parent company of Liberty Puerto Rico, announced that we have closed on the transaction to acquire AT&T’s wireless and wireline operations in Puerto Rico and the U.S. Virgin Islands (USVI). This strategic and complementary acquisition is an exciting opportunity to expand our business in Puerto Rico and the USVI.

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

As part of the announced agreement, Liberty Latin America has acquired AT&T’s wireless and wireline operations in Puerto Rico and the U.S. Virgin Islands only.

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.

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 are we going to use for wireline?

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 wireline business?

Both companies will work together for a smooth transition for a period of time until AT&T’s operations are fully integrated into and managed by Liberty Puerto Rico.

Are you going to bundle wireless into an offering for a 4-play 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 rates for wireline services?

We do not anticipate a change in current wireline services rates. Liberty will continue AT&T’s existing rate plans. In the future, Liberty will launch new wireline rate plans for both new customers and the voluntary migration of existing customers. For more details, please visit our website.

When is it official?

The agreement between both companies is official at time of transaction closing, as announced in Liberty Latin America’s press release here https://www.lla.com/whatsnew.

Is Liberty prepared to run this business? Does LibertyPR 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.

Is Liberty prepared to protect and restore the wireless network in case of emergency?

Liberty Latin America and Liberty Puerto Rico have gained tremendous experience through the hurricanes and earthquakes we’ve 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 the operations be fully integrated? Sales, customer service, stores?

For now, for fixed services (currently with Liberty), customers should be referred to Liberty fixed call center/stores & kiosks. For wireless and/or wireline services (currently with AT&T), customers should be referred to AT&T call center/stores & kiosks. For more information, please visit our website.

Will Liberty 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.

How will you integrate both networks? Fiber ring?

AT&T’s network is the best mobile network on the island, with many miles of underground fiber that gives us immediate redundancy and hardening of our combined networks. We will be able to provide our customers greater redundancy in case of emergencies. At time of transaction closing, we’ll begin a period of transition, where both companies will work together to ensure both networks run together, smoothly.

Are you continuing with 5G deployment? What is your plan?

Yes, we will continue with the implementation of 5G in Puerto Rico and 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.

Will Liberty also buy DirecTV?

No, the agreement is only to acquire AT&T’s wireline and wireless operations in Puerto Rico and the US Virgin Islands.

Will I receive a discount if I have all four services with you?

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. If you currently have a discount you will continue to receive it.

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

Customer Service will continue to function as it has until now.

Who will send me my bill? How many bills am I going to receive?

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

Is AT&T abandoning Puerto Rico?

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 I lose my roaming benefits as an AT&T customer?

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.

Will mobile customers be able to access MyAT&T and/or Premier?

Yes, MyAT&T and Premier will continue to be available. Purchasing will not be allowed, customer will be instructed to call or visit a Retail Store for account changes.

Will Liberty Business offer video, internet and telephony services in the USVI?

For now, we will continue to sell the same wireless services that AT&T sells today in the USVI.

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