Military Appreciation: Exclusive savings for military, veterans, and their families!
Enjoy 8GB of high-speed data for $25/mo.
rahulgulati23's profile

New Member

 • 

4 Messages

Sat, May 14, 2022 4:58 AM

My prepaid account got cancelled by AT&T without my input

All of a sudden i noticed that there is no signal on my mobile phone. When i try to login into my online account, i get the message: The account has been disconnected. Please contact Customer Service. Why would my account be disconnected when i did not do anything from my end? My account has been on autopay always and i did pay until the end of the month with more than 2 weeks to go. 

sandblaster

ACE - Expert

 • 

57.4K Messages

9日前

Not a home phone issue, moved to wireless. Your account was cancelled because you are using or ATT believes you are using an unsupported phone. This has been happening to many prepaid accounts since early May. Read one of the dozens of similar posts with a response from ATTHelp for guidance on how to get your account restored. You probably need to replace your phone.

ATTHelp

Community Support

 • 

189.5K Messages

9日前

Let's explain why your AT&T PREPAID account was cancelled, !

 

As our ACE mentioned, your services were interrupted due to the impact of the 3G sunset. You're either using an unsupported device or your account is still reflecting that you're.

 

Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

For more information, please visit our support site for the 3G Network Shutdown.

 

Please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

Thank you for sharing your concerns with the AT&T Community!

 

Jonye, AT&T Community Specialist

New Member

 • 

4 Messages

7日前

Thank you @sandblaster , @ATTHelp . I now understand that this is because of my mobile phone being incompatible and i should migrate to a different carrier for it to work. 
Could you please let me know how i can get to know the account number and the corresponding password/pass code associated with my disconnected mobile number so that i can retain the number while migrating to a different carrier. 

GLIMMERMAN76

ACE - Expert

 • 

23.3K Messages

7日前

@rahulgulati23 

The line and number have to be active to port. 

ATTHelp

Community Support

 • 

189.5K Messages

7日前

Thank you for confirming your devices compatibility, !

 

We would be more than happy to direct you to the appropriate support to get help with resetting your passcode and retrieving your account number. Your best option at this time will be to visit your nearest AT&T Store because in order for us to further assist we'd need to send a passcode reset to your device but your service/account is no longer active so you wouldn't be able to receive the passcode reset. Please keep in mind you have up until 30 days before your number is lost after disconnection. 

 

We apologize for the inconvenience this has caused!

 

Thank you for visiting the AT&T Community!

 

Jonye, AT&T Community Specialist

New Member

 • 

4 Messages

5日前

Thank you @ATTHelp but the problem did not resolve even after visiting the AT&T store. At the store, they tried to login into my account but were unsuccessful with the message saying restricted. 
Technically, i have paid till the end of this month and the number was just discontinued by you without informing me. It has not been 30 days. 

Could you please help me in providing the Account number and the Pass code so that i can port retaining the number. My mobile number is mentioned everywhere including emergency contact number at various places. It would be a hassle if i am not able to retain the number. Please help!

ATTHelp

Community Support

 • 

189.5K Messages

5日前

Greetings @rahulgulati23! Let's meet in a Direct Message (DM) to discuss your AT&T PREPAID account.

 

Please check your Direct Message Inbox for a message being sent to you. To find the DM, look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

We want to advise that, as @GLIMMERMAN76 has already shared, your AT&T PREPAID account will need to be active in order for the transfer to take place. Your new service provider will take care of the transfer process.

 

Here is how the process is carried out when transferring your number to AT&T:

  • Don't cancel your current service! We'll take care of that when you activate your new AT&T PREPAID phone.
  • Contact your service provider so you know what charges may apply. You'll need to pay any outstanding balances. You may also have to pay an early termination fee.
  • You can transfer a number for free within 30 days of activation. After 30 days, there’ll be a $36 transfer fee charge.

For more details, visit Transfer a number to AT&T PREPAID. While this information is for transferring a line to AT&T, the process is the same when porting out from AT&T and over to a new cellphone wireless provider who will take care of the process.

 

In order to activate your account, you will need to purchase a device that is compatible to our network. Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone.
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to AT&T PREPAID.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

Have session-based pricing for a data-only device? Your data-only device will only work if it supports 4G LTE speeds and higher. You will find these details and more at Act now - 3G is gone.

 

Make sure to keep an eye on the DM. We want to look into what is going on with your account.

 

Lar, AT&T Community Specialist

New Member

 • 

4 Messages

3日前

Thank you Lar @ATTHelp for connecting on DM.  Any updates?

I have been waiting for your reply on the DM since the last two days now.

I hope you understand how living without a number in the present times is!

I hope that the account number and the Pass code info can be provided soon so that i can port/activate my number. Thank you.

Constructive

Employee

 • 

27.3K Messages

3日前

Your number is gone as well as the account. 

New Member

 • 

1 Message

2日前

@ATTHelp Hi, my pre-paid account got cancelled I'm also assuming due to the 3G switch over even though it was paid in full and had a sizable balance on it. I was able to get a new phone and restore my account, but no one has been able to restore my balance. I have been told numerous times that a manger would call me back, but this has not happened. How do we resolve this?

(edited)

ATTHelp

Community Support

 • 

189.5K Messages

2日前

Hello there, ! Let’s discuss that account balance in a Direct Message (DM).

 

Make sure to check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In the meantime, in case you want to know more about getting your AT&T PREPAID balances, here is how to obtain those details via text:

  • Dial *777# from your AT&T PREPAID phone to get a text message with your balances. The text will give you your account balance and other account details like your data balance and package info.

For more information about how to view your AT&T PREPAID data, talk, and messaging usage details, package charges, and payments view Check your AT&T PREPAID usage.

 

Be sure to keep an eye on your DM so that we can look into that balance for you.

 

Lar, AT&T Community Specialist

Need help?
Fix, replace or check device delivery
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.