AT&T letter announces the end of landline service in 2027

AT&T has been sending letters to customers informing them that it will be discontinuing its traditional copper landline service, commonly known as plain old telephone service (POTS). Here’s a breakdown of the situation:

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What do these letters signify?

Over the past decade, AT&T has been gradually phasing out landline telephone service nationwide. These letters mark the latest step in this process.

• One letter, addressed to current customers of AT&T’s traditional landline service, informs them that their service will be discontinued “on or after March 15, 2027.”
• Another letter, which some customers have reported receiving, informs them that as of October 15, 2025, traditional landline phone service will no longer be offered to new customers. Additionally, current customers cannot make any changes to their existing service. (This also means that current customers who relocate cannot obtain a traditional landline when they re-establish service in a new location.)

Can AT&T proceed with this decision?

Yes, unfortunately. The company has received approval from state and federal officials to move forward with ending its landline service in Illinois.

For many customers, traditional landlines have served as a reliable and affordable connection to family and friends, as well as essential services such as 911, home security systems, and medical monitoring devices. Consequently, CUB has been actively working for years to prevent AT&T from deregulating local phone service. Here’s a brief overview of the history:

• AT&T’s initial attempts to deregulate local phone service began in a case brought before the Illinois Commerce Commission (ICC) in 2006. This led to a legal settlement between AT&T and CUB, resulting in the creation of a series of low-cost, safe-harbor plans branded as the “Consumer’s Choice” plans.  
• The fight then shifted to the Illinois General Assembly, where, for about a decade, Consumer Union of the United States (CUB) and other consumer advocates successfully prevented AT&T from eliminating the “carrier of last resort” provision in the Illinois Telecommunications Act. This provision mandated that AT&T provide landline service to customers in Illinois who requested it.
• However, in 2017, the General Assembly passed a revised version of the Telecom Act that granted AT&T the authority to end landline service, contingent upon approval from the Federal Communications Commission (FCC). (It’s worth noting that in 2022, AT&T was fined $23 million by federal authorities for employing bribery to secure the passage of the 2017 legislation.)
• In the same year, AT&T successfully lobbied to eliminate the Telecom Act’s requirement that it offer the low-cost Consumer’s Choice plans. Consequently, AT&T has significantly increased the cost of traditional telephone service, resulting in a decline in the number of landline customers.
• This year, the FCC finally approved AT&T’s request to discontinue its status as the “carrier of last resort” in Illinois, leading to the letters sent this fall.

How many customers are affected by these developments?

These changes only impact AT&T landline customers. As of June 2024, Illinois still had approximately 552,000 landlines, with many, if not most, of those being with AT&T.

What are my options for phone service if I lose my landline?

If you lose your landline, you have several options for phone service. You can switch to digital phone service, also known as Voice over Internet Protocol (VoIP), through AT&T or another telecom company. Alternatively, you can opt for cellular (wireless) service and request to port your number to your cell phone.

What should I know about these phone options?

• The primary distinction between digital phone service and traditional telephone service lies in the mode of communication. Digital phone service utilizes the Internet instead of traditional phone lines. Consequently, this service necessitates a broadband internet connection. Additionally, without a battery backup, digital phone service is rendered unusable during power outages or internet service interruptions. 
• Wireless and digital service providers use Enhanced 911 service, or E911. While the technology is improving, there are instances where E911 may struggle to pinpoint your exact location in emergencies, especially if you can’t verbally communicate your location. If you have digital phone service, check with your provider to see if you need to register your current address to ensure emergency services can locate your home.
• With digital phone service, you may be able to keep your current phone and phone number.

Here’s a checklist of questions to ask about digital phone service options:

• Is the price you’re offering an introductory rate that increases after a certain period?

• Can I use it with my current phone?

• Can I keep my current phone number?

• Does the service work with other services, such as a fax machine, a pacemaker or other medical-monitoring devices, and security systems?

• Does the service offer a battery backup in case of a power outage?

• What are the options with AT&T?

AT&T offers several alternatives to its Residential Local Service, wireless service, and two digital voice plans, AT&T Phone or AT&T Phone-Advanced (AP-A). These plans cost approximately $35-$50 or more per month, plus a one-time fee for the equipment. The equipment fee was once as low as $1, but you can also choose for an AT&T technician to install it at an additional cost.

• AT&T Phone: The price range is around $35 to $45 per month, but always confirm the price and inquire if it’s an introductory rate that expires.
• – Requires an internet connection through AT&T, either as part of a bundled package or at an additional cost.
• – Allows you to keep your current phone number and your current phone (except rotary or pulse phones).
• – Includes unlimited local and long-distance calling within the United States and to Canada, Mexico, Puerto Rico, the U.S. Virgin Islands, Guam, and the Northern Marianas. (Calls to other countries will incur additional charges.) 
  • The AT&T Phone – Advanced (AP–A) offers a range of services, including voice mail, call forwarding, caller ID, call waiting, and three-way calling. It also works seamlessly with most security and medical monitoring systems.
• The price range for this phone service is approximately $45 to $50, but it’s always a good idea to confirm the current price and inquire if it’s an introductory rate that expires after a certain period.
• • The AP–A phone service can operate through AT&T’s cellular network or, if you opt for an additional charge, through a broadband internet connection. For optimal reception, AT&T recommends placing the phone on the first or second floor near a window or outside wall. If you choose the broadband option, the phone service will continue to function even if the cellular network is unavailable.
  • One of the key features of the AP–A phone service is the ability to retain your existing phone number while connecting up to six devices, including your current phones (except rotary or pulse phones), fax machines, medical devices, and security systems.
  • The service also includes unlimited local and long-distance calling, although international calls incur an additional monthly fee.
  • The AP–A phone service comes equipped with a 24-hour battery backup, which is a valuable feature for standard corded phones that don’t require an external power source. However, it’s important to note that the battery backup is not compatible with cordless phones or other equipment like Wi-Fi gateways or modems, which will require separate backup batteries.

While the AT&T plans offer a do-it-yourself installation kit, you have the option to have it installed by an AT&T technician at an additional cost.

Regarding any new services or connection fees, it’s advisable to confirm with the company directly. However, based on my research, the AT&T Phone – Advanced does not appear to have a signup fee associated with it. It’s worth noting that the AT&T Phone plan may have a fee, depending on the broadband options available in your area.

If you believe the loss of AT&T’s traditional landline service will leave you without reliable phone service, including access to 911, with AT&T or any other provider, you can request an investigation from the Illinois Commerce Commission (ICC).

To initiate the investigation, please submit a written request (or, if you received a letter from AT&T, you can sign and return a copy of the letter) no later than January 2, 2026.

Your request should include a reference to the notice you received from AT&T Illinois and the date of the notice. If you have any questions, you can contact the ICC at 1-800-524-0795.

Please note that the ICC investigation only requires that you have one phone alternative in your area.

If you have questions, you can contact AT&T at 1-800-288-2020, Monday through Friday, 8 a.m. to 8 p.m., and Saturday, 9 a.m. to 7 p.m. (Seniors and customers with disabilities can also contact the AT&T Disability and Aging Center at 1-800-772-3140 (TTY calls 1-866-241-6567) for account-related questions. The center is open Monday through Friday, 8 a.m. to 8 p.m., and Saturday, 10 a.m. to 7 p.m.).

If you are unable to obtain a response from AT&T, you can contact CUB’s Consumer Hotline at 1-800-669-5556, Monday through Friday, 9 a.m. to 5 p.m., and we will do our best to assist you in finding the answers you need.

Via: AT&T

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