ATC Fiber Customer FAQs

Non-Customers

Would you like to contract services and products?

You can click here to request a quote, contact our commercial team through our Call Center: + 55 (31) 3003-3336 or via email atendimento.fibra@americantower.com.

Fiber Optic Customers

American Tower, thinking about its customers, created the “Portal Fibra”, where customers have access to their invoices, request a duplicate of an invoice, open and register technical tickets, in addition to monitoring the status of their tickets.

How can I access the Portal Fibra?

To access the “Portal Fibra”, dedicated to American Tower's fiber optic customers, simply click here

How can I get access to the Portal Fibra?

If you are already our customer and do not have access to our Portal Fibra, get in touch with your account manager through the contact information in the welcome email. In case you signed a contract recently, check your email to gain access to the Portal Fibra.

What can be done on the Portal Fibra?

Initially, our customers can carry out the following through the Portal Fibra:

Start a technical call support call - address a repair or request a service
Follow-up on previous requests (that have been initiated through the Portal Fibra)
Access payment bill (check bill history)
Request a second copy of a payment bill
Access invoices
Manage anyone responsible for the account.

I have a problem with a circuit that has been contracted from American Tower. How do I request an evaluation and repair for my link?

To open a service order for a repair or an evaluation of the issues on their American Tower Fibra link, customers should access the Portal Fibra, using the Support option in the menu to start a call, and fill out a form or they can get in touch with our customer service through +55 (31) 3003-3336, a direct dial call within Brazil (calls initiated outside the Portal Fibra cannot be seen on it, so chose the option to open them directly on the Portal Fibra). You can also initiate the call through WhatsApp Business (add + 55 (31) 3003-3336 to your contact list).

I received a complaint call about an issue on my link. How can I find out what is the status on this ticket?

On the Portal Fibra, you can check the status of the open calls directly. In case the call was started through another channel, either through customer service or WhatsApp, only the status the call on that same channel can be verified through +55 (31) 3003-3336 - have the tracking number given out at the beginning of the call in hand.

I would like feedback, a report about the repair, new request for setup / service including a hired circuit or even information about account usage / traffic.

Please contact customer service at +55 (31) 3003-3336 or through the WhatsApp Business account for the same number to start a service request and provide as much detail as possible about your requirements.

I was informed about a scheduled activity on the American Tower network which includes service to my circuit. How do I get more details or even request that the date of the proposed activity be changed?

Any question about the scheduled activities should be sent by email to sir.fibra@americantower.com

I am a provider and need information about the release of prefixes (IP blocks) requested to ATC's technical area. How do I get this information?

You can obtain information about the status of your request by emailing bgp.fibra@americantower.com.

Customer Assistance and Technical Support

Would you like to hire services and products?

Contact our sales team through our Call Center:+ 55 (31) 3003-3336, or atendimento.fibra@americantower.com.

I have a problem with an American Tower contracted circuit, how do I request evaluation and repair for my internet link or services?

In order to open a ticket to deal with failure or to evaluate possible problems involving the link contracted with American Tower Fibra, customers should contact the Customer Service at + 55 (31) 3003-3336, accessible without using DDD for connections within Brazil.

It is also possible to open the ticket through Whatsapp Business(add + 55 (31) 3003-3336 to your contacts).

I registered a call complaining about a problem with my link. How can I find out the status of this ticket?

To check the status of the deal, just contact the SAC at the same single number + 55 (31) 3003-3336, requesting updated information. Have the protocol number informed when opening the call.

I would like to receive feedback, a report on a failure ticket, or make a new configuration / service request involving the contracted circuit or even receive information on its use / traffic.

Please contact the SAC through the single number + 55 (31) 3003-3336 or through the Whatsapp Business account of the same number, to open a service request ticket specifying in as much detail as possible your need.

I was informed about an activity scheduled in the American Tower network involving the service to my circuit. How do I get more details or even request that the possibility of changing the date of the proposed activity be evaluated?

Any questions about scheduled activities should be sent by email to sir.fibra@americantower.com

I am a provider and I need to know prefix release information (IP block) requested from the technical area of ATC. How do I get this information?

You can obtain the status of the request by sending an email to bgp.fibra@americantower.com

Questions about Billing and Accounts Receivable Fiber Optic Customers

Change of billing address or email for bills.

The American Tower fiber optic customer has access to specialized customer service. Please contact our customer service at +55 (31) 3003-3336 to start a request. Our turnaround time is of at most 10 consecutive days.

Second copy of a bill

On the Portal Fibra, our customers can request a second copy of their bill. Accessing my Bills, then clicking on the time frame and under options "Send 2nd copy via email" or " Download payment bill". Alternatively, you can contact customer service at +55 (31) 3003-3336 to start a request. We will send you a new copy of your bill in at most 3 business days.

Invoice

On the Portal Fibra, our customers can request an additional copy of their invoices. Accessing my Bills, then clicking on the period and under option "Access invoice".

Alternatively, you can contact customer service at +55 (31) 3003-3336 to start a request. We will send you a new copy of your invoice in at most 3 business days.

Questions About Your Account Details

Regarding pro-rata billing:

According to the activation date of your service or the removal of the service that has been contracted, your bill could be partly charged for the period in between these two dates.

Customers often have doubts regarding discounts and partial charges that have accumulated from one month to the next.

Another possibility is that if the bill has already been issued, the credit for the removal may only show up in the following month.

Sales discounts or credits from disputes are exhibited in your bill under a separate item to make understanding how it is applied easier and more clear.

Negotiating Debits

Billing disputes: how to dispute - contact our customer service at +55 (31) 3003-3336 to start a dispute file - analysis takes at most 10 consecutive days.

Should a negotiation be required - please contact us at or br.contas.receber.fibra@americantower.com

Blocked/ Suspended Service

Should your service be on hold, please check whether the issue is a technical one.

ATC will attempt to contact you by email, through formal communication, and telephone calls before proceeding to deactivate service.

Check to see if your payment is up to date.

In case your service has been deactivated, service will be resumed once outstanding issues have been resolved.

After a bill is paid, please send confirmation of payment to: br.contas.receber.fibra@americantower.com - Service will be reactivated as soon as possible.

Pro rata billing:

Depending on the date of activation of your service or the withdrawal of the contracted service, your invoice may have partial invoicing for the period between these actions.

Customers often have doubts about discounts and partial values accumulated from one month to the next.

Another possible situation is for the withdrawal discount to be credited only in the next month, if the invoice has already been issued.

Commercial discounts or credits resulting from disputes will be shown on your invoice in a highlighted line to facilitate understanding and clarity about your application.

Debt negotiation

Contact Customer Service +55 (31) 3003-3336 to open a protocol - opinion of the analysis within a maximum period of 10 calendar days.-

If it is necessary to renegotiate a contract - contact us by phone +55 (31) 3195-8012 or br.contas.receber.fibra@americantower.com

Service blocked / suspended

If the service is suspended, please check if the problem is technical and contact our call center.

ATC always attempts to contact our customers by email, formal communications and telephone calls before proceeding with the deactivation of contracted services.

Make sure your payment is up to date.

If your service has been deactivated, after resolving pending issues, the service will be reactivated.

Please after payment of the invoice, send the receipt of payment, by e-mail: br.contas.receber.fibra@americantower.com - The service will be reactivated within minimum time possible.

Payments

Where can I pay my bill?

If your bill has not expired yet, it can be paid at any bank.

After the due date, your payment can be done through bank transfer, or, by requesting a payment bill with the updated amount on the bill.

Due dates: we have several dates available, talk to your account manager or contact us at +55 (31) 3003-3336 to request any changes, should they be required.

Payment delays should follow the specifications in the contract regarding time frames.

Confirmation of bill payment - please email them to our accounts receivable area: br.contas.receber.fibra@americantower.com

Where can I pay my invoice?

If your invoice is still due, it is possible to pay at any bank.

After the due date, your payment can be made by transfer, or even by requesting a payment slip with the updated amount of the invoice.-

Expiration dates: We provide several expiration dates, talk to your business manager or contact us at + 55 (31) 3003-3336 to request changes, if necessary.-Payment delays must comply with the contract rules.

Receipt of payment: Please after making the payment send the receipt to the email of our accounts receivable area: br.contas.receber.fibra@americantower.com

Share your Feedback

Where can I share an idea that would make my American Tower account even more useful?

To give us specific suggestions about your American Tower account, you can submit your comments by contacting us through one of our customer service channels.

We appreciate any suggestion you may want to share with us and will use it to make improvements on how we service our customers.

Fiber Customer FAQs