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Eastwestern23's profile

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Wednesday, October 10th, 2012 5:20 PM

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AT&T canceled my phone service, after unpaid bill

Ok so, I haven't gotten a chance to pay my AT&T phone bill for the past month & a half, due to me losing my job. And so from that I owe AT&T a hefty amount. My account and service was canceled. Since now of this month I got a job and am now able to pay how much I owe AT&T, will my service and account be back on so no more problems with payment?

Accepted Solution

Official Solution

Community Support

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15.2K Messages

9 years ago

Edited Response – AT&T Mobility

 

Hi Everyone! Since the original post back in 2015, we’ve been seeing a lot of conversation around how to avoid your service being disconnected after getting behind on payments.

 

Life happens, and we’re here to help you. If you’re aware that you may not be able to pay an upcoming bill, it’s best to get in contact with us as soon as possible to make a payment arrangement. For payment arrangements, please follow this link.

 

By following the steps included in the link, you can set up or change your payments dates to best fit your situation. Often times setting up a payment arrangement proactively can prevent your account from being suspended or cancelled.

 

Option 1: 59 Days or Less since Cancellation

 

If your account has already been cancelled for 59 days or less, you can reinstate the service by paying the balance in full (less any early termination fees you have been charged as they will be credited back to your account once reinstated).

 

Some things to keep in mind:

 

  • The suspended or cancelled account must be paid in full
  • All AT&T services must be paid for and current if applicable (U-verse, DirecTV, etc…)
  • A credit check will need to be performed – To perform a credit check, you will need to go to an AT&T store or contact us via Private Message
  • Once reinstated, you should be able to retain your phone number in the majority of cases

 

Option 2: 60 Days or More since Cancellation

 

If your service has been cancelled for 60 days or longer, your phone number may not be available. You will want to start a new line of service by going to att.com or a local AT&T Retail Store.

 

-Kevin, AT&T Community Specialist

 

 

Hi there! @Eastwestern23 thank you for posting your question. 

 

If the account has been cancelled for non-payment, you can reinstate the service by paying the balance in full, less any early termination fees you have been charged within 59 days.  Once those have been paid, please contact us or go to an AT&T company store as a credit check and deposit may be required when reinstating service.

 

To locate your nearest store please go to www.att.com and select Store Locations & Appointments on the upper right of the site. From there you can enter your zip code and find your nearest store address, hours of operation and phone number.

 

Thanks!

Charise

Official Solution

Former Employee

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65 Messages

11 years ago

If you are within 59 days of the cancellation, you may get your service reinstated and the ETF will be waived. You can pay what you owe in MRCs. A credit check may be required.

 

ACE - Expert

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14.1K Messages

11 years ago

It may depend. The first step after non-payment is a suspension. If you're suspended, you can make a payment and your service will be restored almost immediately.

However, after some time (usually about 10, iirc) of being suspended, the account is closed. If your account is closed, it will be more complicated. I believe they may require a deposit or other security in addition to your payment. Your best bet is to call 800-331-0500 and ask what you need to do to get service again.

Scholar

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186 Messages

11 years ago

Also - although I guess now it is too late - if you are having problems that make it difficult to pay any of your bills it's good to contact the various companies and try to work something out with them, as opposed to just not paying.

If your wireless bill is past due AT&T does not know if you merely forgot to pay, if you plan to pay later, or if you have abandoned the account. Whereas if you communicate with them they at least know what your intentions are.

Professor

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2.7K Messages

11 years ago

Also, your upgrade date may have been pushed back because of the late payment.  I'm unsure if they do this after one late payment or if it takes more than one.  I just wanted to give you a heads-up if this would cause a concern for you.

Teacher

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8 Messages

11 years ago

Hey DogDaddy,

Nice assistance with the previous topic. However, I'd like to add something. Even though you may call AT&T about your intentions of paying a bill or to work out arrangements they may just shut your service off and cancel your account like they have done to me. I've been a customer of theirs for a decade and they seem to be more strict about shutting off your service soon, cancelling your account, and charging you a ton of outrageous charges when all you want to do is get an explanation of why they did what they did. Calling them and keeping them abreast of your situation DOESN'T matter to them one bit. I've been pretty good about that and even though NO one told me that this may happen, they went ahead and did it anyway. Now no one can tell me All the charges against me or help me resolve this issue. Great, huh?
I thought you should know.

Thanks.

Former Community Manager

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10.4K Messages

11 years ago

Hello ferris_mueller81,

 

I'm sorry you're having billing issues, I did also see your post in another thread. AT&T makes every effort to work with their customers on making payment arrangements. Service suspensions or cancellations are account specific, we have your case assigned to one of our escalation managers that will be contacting you as soon as possible to discuss your options.

 

Thanks,

 

Dmitriy

Tutor

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3 Messages

11 years ago

Yes and do not ever believe them, even the the ones on here. They are not account specific. ATT has a very bad track record for customer service as I have done my research. Be very aware of your customer rights. Talk to the BBB and FCC, they can advise you.

Tutor

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3 Messages

10 years ago

I have the same issue with AT&T customer service reps as well. Tried with 3 different reps to get my phone turned back on and work out a payment plan and the EXACT answer I get is "WE CAN'T DO ANYTHING UNLESS WE RECIEVE A PAYMENT TODAY". Not a single customer service rep wants to do a thing to help out. No matter when you call. Come income tax time, I'm closing my accounts with AT&T and I wont be the only one in line. Every single person in my family has AT&T. AT&T will be losing 50+ accounts come then because of their inconsiderate service reps who just have an attitude of "These are the rules. Deal." Already placed a formal complaint with the FCC as well. Must be nice to treat your LOYAL customers like that. AT&T is ignominious as a company and should be ASHAMED of the way they treat customers!

ACE - Expert

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14.1K Messages

10 years ago


@dagodmatha713 wrote:

I have the same issue with AT&T customer service reps as well. Tried with 3 different reps to get my phone turned back on and work out a payment plan and the EXACT answer I get is "WE CAN'T DO ANYTHING UNLESS WE RECIEVE A PAYMENT TODAY". Not a single customer service rep wants to do a thing to help out. No matter when you call. Come income tax time, I'm closing my accounts with AT&T and I wont be the only one in line. Every single person in my family has AT&T. AT&T will be losing 50+ accounts come then because of their inconsiderate service reps who just have an attitude of "These are the rules. Deal." Already placed a formal complaint with the FCC as well. Must be nice to treat your LOYAL customers like that. AT&T is ignominious as a company and should be ASHAMED of the way they treat customers!


Did you really place a formal complaint with the FCC saying "I didn't pay my bill and now AT&T won't give me service"?

 

The reps are doing exactly as they're told by management. If your service is suspended, a payment is required to have service restored. Depending on the situation, the rep may have had every desire to help you out and restore your service; however, they did not have the ability without you making a payment.

 

I know from personal experience that AT&T is more than happy to work with customers on payment arrangements before the service is suspended. That is the time to work with them. Once they've had to suspend the service to hear from you, they have every right to say "Pay before more service is rendered." Why would they work with a customer who has ignored the bill, the late payment notice, the phone calls, etc.?

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