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Liberty Latin America Promises Smooth Transition From AT&T For Its Puerto Rico and USVI Customers

SAN JUAN — Liberty Latin America, Liberty Puerto Rico’s parent company, announced today that it has completed the acquisition of AT&T’s operations in Puerto Rico and the U.S. Virgin Islands (USVI).

Liberty Puerto Rico and AT&T are now working together on the integration process, which may take up to 36 months to complete. Each company will continue to work closely to ensure a smooth and transparent transition with little to no impact to customers, it said.

“We are very excited to enter into the mobile segment in the USVI. Our company has proven knowledge and experience in the mobile industry across Latin America and the Caribbean, where we serve over 3 million mobile subscribers,” Naji Khoury, president and CEO of Liberty Puerto Rico, said.  “The USVI and Puerto Rico have had a long-standing relationship in terms of tourism, commerce, health services and humanitarian aid. While we realize that we are a new company in the islands, I want to reassure our new USVI customers that they will get the same kind of quality mobile service, attention and customer experience that they are used to. The expertise and experience of AT&T’s employees and management team, combined with our own, will ensure that we can deliver on that promise.”

Liberty visits ATT: (from left to right) Naji Khoury, president and CEO of Liberty Puerto Rico; Jayson Guzmán, AT&T Guaynabo call center supervisor and Dalma Ortega Morales, area manager AT&T Guaynabo call center. (Photo by: Liberty Latin America.)

Liberty Puerto Rico will continue AT&T’s build-out plan to deliver the highest performance 5G services, which can offer ultra-high speeds with extremely low latency. Liberty will also maintain seamless network access in the United States, and support AT&T’s FirstNet program for first responders.

“When USVI customers travel to the mainland U.S., they will have access to AT&T’s network there. Their current roaming agreements will not change nor will they have to change their mobile numbers,” Khoury emphasized.

The executive also mentioned that, as part of the changeover, AT&T is in the process of transitioning calls from U.S. customers to call centers in the U.S. instead of Puerto Rico, which has generated a higher volume of calls than usual in our local call center.  It should take between 24 and 48 hours to normalize, but in the meantime, we ask for your patience if you experience longer wait times. If you want more information about the transition of your services, please visit www.libertyvi.com, a website especially created to provide information about the transition.

Liberty visits ATT: (from left to right) Luis Zayas Burgos, customer service representative, AT&T Guaynabo call center; Waldo Hooker, vice president of products and customer experience of Liberty Puerto Rico; Jayson Guzmán, AT&T Guaynabo call center supervisor; Naji Khoury, president and CEO of Liberty Puerto Rico and Dalma Ortega Morales, area manager AT&T Guaynabo call center. (Photo by: Liberty)

Current AT&T rates will be honored by Liberty including old rates that some customers may still have from old plans, as per their service agreement. Customers will also be able to enjoy a new feature that AT&T announced recently that extends the best equipment offers to current and new customers alike.

Khoury added that Liberty Puerto Rico will focus on providing a quality customer experience that will address local customers’ preferences and needs. To that end, the company will offer customer service with a bilingual call center staff from AT&T in Puerto Rico.

AT&T customers should continue contacting the same phone numbers, website and social media accounts and visiting the company’s customer service offices in the USVI. Should they have any questions, they can call 1 (800) 331-0500 or access Liberty’s custom webpage for the Virgin Islands  www.libertyvi.com.

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