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popcorn-in-sac's profile

Explorer

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15 Messages

Fri, Sep 30, 2022 9:48 PM

Can’t make changes to my account with the portal

For the last week or so, I cannot make changes to my account using the paygonline website/prepaid portal. 

Under Add-Ons it says I don’t have any available to purchase. For Plans, it says there aren’t any to purchase also. 

The other day I tried turning off Steam Saver and the setting wouldn’t save, says system error. 

I get the impression my account is locked out of making changes. I chatted with support, any they apologized, saying a system update was going on, and to check back the next day. That was a week ago with no change. 

My account is paid and in good standing. 

Anyone else seeing something like this?

Thanks

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hello there @popcorn-in-sac, we're here to assist with your Prepaid account portal.

 

Let's meet in a private setting, please locate the chat icon in the upper right-hand corner next to the bell in the forums.

 

In the meantime, please gather your account information to log into your account for us to view your add-on features.

 

We look forward to assisting you soon.

 

Ashley, AT&T Community Specialist 

Explorer

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15 Messages

2 months ago

Thanks Ashley. I tried the chat feature, but I think it was after your work hours, and it didn't ever connect me with anyone. Any chance you could initiate the chat feature again?

(edited)

Explorer

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15 Messages

2 months ago

An update. I have chatted with both Ashley from this forum as well as general CS using their SMS-based chat support. I believe I'm up to 4 separate sessions with CS at this point.

No one has any idea why I cannot make changes to my account. They keep saying things like "try back tomorrow", or "try back in 72 hours". When pressed for any reason why they believe this will help, no one has any answers. It is clearly just an attempt to make the chat end sooner.

I'm sure someone at AT&T knows exactly why my account seems to be locked from making changes, it's just that I have no way of reaching such a person.

I'm starting to consider making a move away from AT&T Prepaid solely due to this. I don't like dealing with issues like this. It's a shame because I have been generally happy with the service up to to this point.

(edited)

Explorer

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15 Messages

1 month ago

I thought I would update this post as some time has passed. I did get a technical ticket opened using the chat function here on the forums. I'm currently waiting for some movement/resolution on said ticket, but nothing as yet.

I also wanted to include screenshots showing what my Plans and Add-ons options look like while in this state.

I will update this thread when/if I get some more information from AT&T.

(edited)

sandblaster

ACE - Expert

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60.8K Messages

1 month ago

You are on an old plan and paying too much for what you get but that sure doesn’t explain why you can’t make changes. The $40 plan gives 15GB of data. Anyway, if you get no resolution from your ticket, you can escalate to corporate by filing an FCC or BBB complaint.

Explorer

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15 Messages

1 month ago

Thanks @sandblaster. I have considered the FCC/BBB route, but trying to let AT&T resolve this before I go there.

You're right that the plan is older, but it was a Walmart special, and I actually get 8GB standard + 17GB bonus per month for the money. With my wife and I together on a family plan, we're paying $70 per month now. I have looked at the 15GB option, but it also comes to $70 per month, and actually includes less data.

Explorer

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15 Messages

1 month ago

As of yesterday afternoon, my issues are resolved. It seems they did something.

(edited)

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