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Mon, Mar 16, 2020 9:52 PM
I am just curious are y’all going to be willing to help prepaid customers since we are loosing our jobs temporarily due to coronavirus pandemic?
7 months ago
8 months ago
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I'm trying to hold my auto-pay since I'm overseas indefinitely during COVID but can't get hold of anyone online or on the phone?
I also want to know the answer! ( I'm overseas, I'd like to hold prepaid plan for 4months)
could any AT&T manager can give me an answer to my e-mail?
@ATTHelpForums hi im trying to port my number i just setup my prepaid service didnt get an option to port and im calling cant reach anyone
@ATTHelpForums I am also trying to hold my auto-pay. However, I am not allowed to log in with either my phone, app, or computer. Please reply and tell me how I could stop the auto-pay temporarily until I get back to the States. Thank you very much! My email is [email scrubbed]
@lydiayu91 at this point you need to call the international number or cancel the credit card associated with your prepaid account
I could not even log in then how could I cancel the credit card associated with the account?
@lydiayu91 you need to cancel the credit card with whatever financial institution the card is issued by
Good morning. I have been trying to contact AT&T for the last week to temporarily suspend the prepaid subscription of my daughter who has had to leave from USA as colleges have closed in the USA due to the COVID19 crises and returned to UAE. She is being charged $34 dollars every month for service that she is not using due to the current COVID19 crises. She is expected to be out of the country till August 2020 at the very least.
However, there is no email contact support available, the phones have long holding periods where we can only talk to virtual help and the chats are inaccessible. There is no call back facility for international callers. Signing in to account shows error and Manage accounts is also inaccessible. Why is AT&T making it hard for international students to temporarily suspend their subscription while charging for unused services during a time of international medical crises.
I have been on hold for the last 1 hour to try to reach and a real person and explain my problem and seek a resolution. Their FB account is active as I have seen a new post in the last hour regarding COVID19 19 situation. If there is anyone reading this post, please contact me at [email scrubbed] to help me and my daughter. Regards. Dr. Sitalakshmi Ramanan
@lizdance40 can you explain the prepaid plans available to do what @seetu123 is trying to accomplish would pay per use be viable?
ACE - Sage
@seetu123 Cancel the card used to pay and have it re-issued.
Wait times are very long, at&t does not use email.
The correct method is to turn off auto pay before leaving the USA. It us not possible to login from abroad.
🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.
I’m concerned AT&T refusing extensions to prepaid customers the ability to make phone calls during the corona virus pandemic is dangerous. Just like everyone has the ability to call 911 everyone needs the ability to make medical calls and have medical calls be received during a time of crisis. What if a prepaid customer has the corona virus symptoms and is waiting for a test result or needs to make an appointment for a test? If a prepaid customer normally pays in cash at the at&t machine how do you expect that prepaid customer to make a payment when they only have the means to cash payments? Some customers might have symptoms and you can potentially put them in an unsafe position to break quarantine to look for a prepaid card to be able to make a payment potentially putting all America lives in danger postpaid and prepaid customers. Looking at the bigger picture and very disappointed with the company’s choices. Hopefully they can improve.
@ATTHelpForums The new $15 a month plan sounds pretty GOOD !
@Constructive The New $15 a month sounds fantastic,
Unlimited talk & text, plus 2gb of data.
Not enough data to watch videos, but plenty for reading websites and getting email.
Do any of you know when they cancel this promotion, which plan it will switch to? I'd cancel if this plan is not offering anymore. Thanks.
@ATTHelpForums They disconnected 2 of the lines I pay for,
On April 16 they said congratsulations your autopay was a success.
On April 18 the same 2 lines were disconnected for non-payment ! ?
I called Customer Service at "8pm" when I discovered the phone was disconnected...
I got the recording they are currently closed.
the recording says :
"They are open from 7am until 10pm..." ??
AGAIN it was 8pm when I called !
That is two hours before closing
They certainly will not give me ANY CREDIT for the time they have disconnected me WILL THEY ?
NO SERVICE is my problem not theirs... if they keep me disconnected for 28 days, IT will cost the same as if I was never disconnected...
The Computer says I have a "BALANCE" that is larger than my monthly payment, but they want MORE money to turn my phones back on.
@ATTHelpForums I'm trying to cancel my auto-pay since I'm overseas during this COVID-19 pandemic and I can't gain access to my account or contact anyone for support.
ACE - Expert
AT&T PREPAID OFFERS
Don't mess with old people. The older we get, the less "Life in Prison" is a deterrent.
Sorry but I believe the answer is yes. ATT’s promise to not disconnect customers applies to postpaid customers, not prepaid. You still must renew your plan to keep service active.
@christacob They can cut you off even if you are paid up.
April 16, I was congratulated my 'autopay succeeded'
April 18, I was terminated for non payment.
I called customer service at 8pm,
I was told to call back between 7am and 10pm.
I called the darn computer, the response was :
"You only have sixty eight dollars and two cents in your account-would you like to make a payment now"
My monthly payment is supposed to be $48.11
Some how this will be "blamed on the Corona Virus"
@christacob They ARE DISCONNECTING PrePaid customers who are paid in full !
This forum is not customer support. Unlikely you’ll get a response from ATT but I’ve seen no indication ATT will do anything for prepaid.
Try calling customer service.
I tried, I called them at 8pm.
The recording says : "We are currently closed"
"Call back between 7am and 10pm"
I was taught that 8pm, is between 7am and 10pm
MY BAD ?
@sandblaster There is no such thing as "PrePaid Customer Support"
It is not on another page,
........ it is not profitable.
You go to website after website click on this and click on that...
Call only during these hours...
"Call between 7am and 10pm"
it will always tell you they are "currently closed" call back when we are open....
IT does not matter what time "you or I call",
they are currently "CLOSED"
and they currently get to blame the "Corona Virus"....
Most people do just give up eventually,
Then : "AT&T's problem solved"
All AT&T consumer home internet wireline customers, as well as Fixed Wireless Internet, can use unlimited internet data. Additionally, we’ll continue to offer internet access for qualifying limited income households at $10 a month through our Access from AT&T program.
@Semomomx4 prepaid consumers please all file a complaint to the fcc about at&t when it comes to prepaid consumers they are not offering extensions that is very wrong during these times of a crises. CEO quote “this is a time of war” AT&T is claiming consumers are top priority but offering no extension to prepaid consumers is a false claim. Shutting off calls is very unsafe during these times if a consumer is sick and needs to schedule a testing appointment and are forced to quarantine for 14 days they cannot get to a prepaid machine to pay or come in contact to borrow money. If a Prepaid consumer has good credit showing steady monthly payments to at&t for the same amount of time as postpaid consumers there should be no discrimination as we are all in this together.
for what you have no bill as a prepaid customer and the FCC pledge lists post paid. No carrier is waiving prepaid. They all are offering a 15 dollar prepaid plan.
@NkoKristina As a "PrePaid" customer I did recieve a text that I will "recieve an extra 10gb per month of data for the next 2 months"
SO they have not completely neglected the PrePaid Customers !
I think it’s only post paid from what I’ve seen in other posts
says nothing about free data,this just means if you have a plan with a data cap that they are upgrading existing service to unlimited at no additional cost, as a matter of fact i see nowhere that they are even offering not to shut off or waive late fees as at&t has, but then again im not concerned with what they do only the carrier im with.
Read the announcement:
T-mom and sprint
FYI these are postpaid , not prepaid. prepaid has no bill, only a refill
@lizdance40 refreshing to see all the carriers coming together to help in these times im fortunate enough to be able to work from home business as usual not many are that fortunate
@Constructive it is. Cox lifted caps. Which is good since we are 6 days in and 40% of out terabyte used. Im out of work. i provide home pet sitting, and no one is traveling.
@lizdance40 All I keep hearing are excuses from AT&T employees here. The CEO's statement clearly states all AT&T wireless service. It seems to me that it shouldn't matter if we are prepaid or postpaid. Our monthly payments for similar service is not that much of a dollar difference as a prepaid user. People WE ARE ALL IN THE SAME BOAT HERE! Open your eyes!
@Lilred2020 No one is making excuses and almost all responses are from other customers, not ATT employees. You just don’t understand how prepaid works. Prepaid users are not being disconnected, there plans are expiring. There is a difference. Prepaid is just like buying milk, when you run out, you must buy more. There simply is no mechanism to extend your prepaid plan on an “iou” basis and no carrier is giving away free service.
prepaid consumers please all file a complaint to the fcc about at&t when it comes to prepaid consumers they are not offering extensions that is very wrong during these times of a crises. CEO quote “this is a time of war” AT&T is claiming consumers are top priority but offering no extension to prepaid consumers is a false claim. Shutting off calls is very unsafe during these times if a consumer is sick and needs to schedule a testing appointment and are forced to quarantine for 14 days they cannot get to a prepaid machine to pay or come in contact to borrow money. If a Prepaid consumer has good credit showing steady monthly payments to at&t for the same amount of time as postpaid consumers there should be no discrimination as we are all in this together.
@gchampol I recieved a text on my PrePaid phone that I will recieve
an "Extra 10GB of data free per month for the next 2 months"
Receiving the extra 10GB is not the same as extending the service. If you won't pay or renew when the 30-day plan runs out, let's see if you're still in service.
I learned it the hard way b/c my card expired and I forgot to update. No one could reach me and I was not aware until somebody tracked me down and cussed at me.
For wireless/postpaid customers, they just slap late fees and other misc. fees on if you can't pay.
@lizdance40 Even a paid in Full PrePaid account does not neccessarly mean service.
April 16 I got a congratsulations:
"your prepaid transaction was a success"
April 18 I was terminated for no payment !
I called AT&T customer Service at 8pm :
I got the recording that says to :
call back between the hours of 7am and 10pm .
I called the darn computer : "Your prepaid account balance is only sixty eight dollars and two cents, would you like to make a payment now"
My monthly payment is $48.11
I have twenty dollars over the payment amount in my account but I got turned off ?
OH, "You should do auto-pay so you do not get turned off".
"AUTOPAY" did not keep my phone ON !
Hmm... " Blame that on the Corona Virus " ?
My questions : Was this an honest mistake, or ? what
AM I supposed to throw another $50 at AT&T to keep my phone turned on ?
That would make my cost $118+ for a $48 prepaid account
I may just consider a different carrier