Customer Care

FirstNet understands and is ready to support the needs of FirstNet's public safety customers.

FirstNet is committed to maintaining a strong and collaborative consultation process with public safety throughout the lifecycle of the network. This process allows FirstNet to continually share information with the public safety community to best understand their needs, to communicate about new products and services, to understand the users' experience with the network, and to identify any gaps or areas for improvement.

This ongoing process is further supported by the (first-of-its-kind) FirstNet Customer Service Centers which provide a specialized and differentiated customer service experience specifically for FirstNet subscribers. FirstNet Customer Service will provide public safety agencies with dedicated, U.S.-based, 24x7x365 customer service support to accommodate the 24-hour mission of public safety, including:

  • Dedicated FirstNet Customer Service toll free number (1-800-574-7000) with emergency prompting and routing available during a crisis situation.
  • Chat functionality embedded within the FirstNet Online Portal experience, including the Public Safety Home Page site, user credential management, and online ordering and billing portals.
  • FirstNet Customer Service email for offline support and online ticketing option (when enabled) for submitting support requests via web form.
  • Public safety-centered user experience.
  • Technical, billing, and ordering support for all user types, including end users, administrators, telecommunication managers, incident commanders, helpdesk professionals, etc.

In addition to FirstNet-specific training, the FirstNet Customer Service teams have a long history of supporting public safety accounts, and are also receiving training from their local first responder agencies to learn more about the situations first responders encounter on a day-to-day basis. Through these experiences, the Customer Service teams understand the importance of the public safety mission, and are ready to quickly address questions and help resolve issues.

Training

Training for FirstNet customers is available through a mix of on-demand, online, self-service options, and skilled leader-led training when and where it is needed.

AT&T Account and Service teams will proactively engage FirstNet users and public safety agency administrators for a thorough understanding of FirstNet processes, solutions, and resources. A summary package of available training will be made available on the Public Safety Home Page and included in customer welcome materials.

The type of training used should be based on the solutions adopted by the customer and focused on the specific needs of the public safety agency and/or their personnel. FirstNet will distribute training information updates to agencies as products and solutions evolve. Agencies can access these updates and training materials at any time, and FirstNet will work with agencies to customize training services for them as needed.

FirstNet users will have a variety of training opportunities, which include resources that enable education and awareness, service implementation, and process and solution training.

This graphic depicts the Training and Operational Support for FirstNet users. Training and support is on demand, and available in-person and online.