Managing Duke-paid phones

Account managers

If you are an account manager for your department, please advise mobile users of the department's internal process for requesting service, including whom they should contact to submit requests.

Mobile device change requests

If you have a Duke-paid mobile device and would like to change service, please contact your account manager.
Read Duke's policy on Duke-paid phones. 

Duke Hospital and DHTS/Clinical Engineering online request process

Duke Hospital (Company 30) and Duke Health Technology Solutions (DHTS)/Clinical Engineering(part of Company 20) have established an online process for mobile device requests (you must be on the Health System network or a VPN to connect). To submit a request for these groups, please visit the Duke Medical intranet and find forms in the left hand navigation. 

Customer Support for Managing Duke-paid Mobile Accounts

Account managers should contact service providers directly for support using the resources below.

Verizon Wireless

Verizon Enterprise Center (VEC) is the online tool for Verizon Wireless. Read about additional Verizon resources.

*VEC is supported in Internet Explorer and Google Chrome. If you are a Mac user and don't have IE, use Safari. VEC does not function correctly in Firefox. 

Contact (800) 922-0204

AT&T

Premier Online Care is the online tool for AT&T. Read about additional AT&T resources

*Service cancellations cannot be done online in Premier. To cancel service, see Customer Support below.

Contact (800) 999-5445

Duke IT Support

For support with getting data devices provisioned for Duke email, contact your local IT support group or contact the OIT Service Desk.

OIT's role in mobile account management

OIT manages the following types of requests for account managers. To make a request, please contact the OIT Service Desk.

Adding or removing an account manager

To request a change in account managers, contact the OIT Service Desk.

All account managers are added to a mailing list, used for communications about mobile services at Duke.

Establishing a new account with one of Duke's preferred service providers

If your department does not have a Verizon or AT&T mobile account and wishes to establish one, contact the OIT Service Desk at 919-684-2200 or submit a help request.

Escalating issues to service providers

Verizon Wireless
Jen Peterson
Major Account Manager
(919) 604-9440
Jennifer.Peterson@verizonwireless.com

AT&T
Jennifer Schimpf
AT&T Universal Service Executive
Government, Education, & Medical
Office: (402) 516-1498
Email: js0770@att.com
Office Hours: 8:00 AM – 5:00 PM CST
Evening and Weekend Support
Phone: 844-ATT-SERV (844-288-7378)
Email: sharedsvcsafthrs@att.com

If you have an issue with service or billing that you are unable to resolve with the service provider, please contact the OIT Service Desk at 684-2200 or submit a help request.