All departments are responsible for their own cellular needs. Each cellular account is established with at least two POC’s (Points of Contact). POC’s are UD employees who would be responsible for the account and the user’s needs. They have the ability to order new service and equipment, change plans, resolve billing issues, request warranty replacements, and add/remove features.
Telephone Services will assist a POC with unresolved issues. POC’s should make every attempt to resolve issues through the carrier’s representative before contacting Telephone Services.
Individuals looking to start, cancel, or change services, or experiencing issues, should contact their department’s Point of Contact.
New Accounts
To establish a new account, please complete the following cellular service request form: https://services.udel.edu/TDClient/32/Portal/Requests/TicketRequests/NewForm?ID=wGsyeGTrjFE_&RequestorType=ServiceOffering
Please include the following information in your request. (If there is no field available, add it into the ‘Details’ section. This will help us to expedite your request.)
- Cellular Carrier
- Account Name
- Address
- At least 2 Points of Contact (provide name, department, email and contact number for each)
Once Telephone Services receives this information, we will contact the carrier’s representative, who will in turn contact the requesting department to see how they might best serve their needs.
If an account is opened, Telephone Services will establish online access for the new POC’s and will notify them.
Point of Contact Updating
There should always be two POC’s, for each cellular account. These are the UD staff who are responsible for maintaining and reviewing the account.
For any additions or deletions of a POC, please complete the following cellular service request form: https://services.udel.edu/TDClient/32/Portal/Requests/TicketRequests/NewForm?ID=wGsyeGTrjFE_&RequestorType=ServiceOffering
Please include the following information in your request. (If there is no field available, add it into the ‘Details’ section. This will help us to expedite your request.)
- Cellular Carrier
- Account Number
- POC Name
- Reason for change (add, delete or update)
Carrier Contact Information
Verizon Wireless
Susan Lam - Government Client Executive (Public Sector – Sales)
Email: Susan.Lam@verizonwireless.com
Tel: 215-316-8007
After hours tech support: 800-922-0204
AT&T / FirstNet
Kara Kroh - Client Solution Executive
Email: kk924e@att.com
Tel: 717-856-1824
After hours tech support: 800-331-0500 (AT&T), 800-574-7000 (FirstNet)