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pickupthecluephone's profile

New Member

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6 Messages

Friday, May 6th, 2022 6:39 PM

Prepaid account disconnected two months into one year contract!

I purchased a prepaid account for one year of service ($300) in March 2022.  It is now May 2022 and my service was disconnected.  When I try to log into the prepaid account, the site says I no longer have a registered account. 

I tried calling prepaid customer service, but they said that since I don't have an active account, they are not able to do anything -- including refund my balance.

This early disconnection is obviously totally unacceptable, but I should at least be entitled to a refund.  Any advice?

At this point, it appears AT&T's best advice is: pound sand.

New Member

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6 Messages

2 years ago

From looking at the other forum posts, it appears lots of people lost service because their phone was only 3G capable.  To be clear: My phone IS 4G CAPABLE.  I have a Samsung Galaxy A32 5G.  I transferred the SIM card just as suggested and entered the update into my account.

I did everything that was recommended and my service and number are now gone.

Community Support

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232.2K Messages

2 years ago

Hello there @pickupthecluephone, let's get your SIM card working on your device.

 

Got a new Phone? No matter what the reason, changing out the SIM card and getting your phone working is easy.

 

Swap SIM card

 

To swap a SIM, sign in to your myAT&T account to complete the following steps. If you’re new to using myAT&T to manage your AT&T PREPAID (formerly GoPhone) account, the user name is your 10-digit wireless number, and the initial password is the last 4 digits of your wireless number.

  1. At the top of the page, select My Device.
  2. Select Update Device.
  3. Enter the IMEI, enter *#06# on your device to get your IMEI.
  4. Enter the SIM Card Number.
  5. Select Continue.
  6. Power off the device.
  7. Remove the old SIM card.
  8. Insert the new SIM card.
  9. Power on the device.

Need to get a new SIM Card? 

You can visit a local AT&T store. *Charges may apply.

If you have an AT&T Prepaid account, you can order a SIM online.

 

Thank you for reaching out to Community Forums.

 

Ashley, AT&T Community Specialist 

New Member

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6 Messages

2 years ago

Hi ATTHelp,

  When I try to log in, I get this message:

Error!

The account has been disconnected. Please contact Customer Service.

Community Support

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232.2K Messages

2 years ago

We want to help shed some light on what's happening with your AT&T PREPAID account, pickupthecluephone.

 

Please see the official solution on our Community Forums post on how to proceed when your account has been disconnected. 

 

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.

 

If you are not planning to upgrade your device, and have concerns about the remaining balance/refund on your PREPAID account, please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

Please let us know if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums. 

 

Lorie, AT&T Community Specialist

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