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5 Messages

Mon, Mar 16, 2020 9:52 PM

PREPAID services during the Coronavirus (COVID-19) pandemic

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?

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ATTHelpForums

Community Support

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2.5K Messages

7 months ago

Hi,

As our company responds to COVID-19, stay up to date with everything that is going on here.

David, AT&T Community Specialist

(edited)

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Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

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?

New Member

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1 Message

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?

(edited)

New Member

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2 Messages

@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

New Member

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2 Messages

@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]

(edited)

Constructive

Employee

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14.6K Messages

@lydiayu91 at this point you need to call the international number or cancel the credit card associated with your prepaid account

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

I could not even log in then how could I cancel the credit card associated with the account?

Constructive

Employee

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14.6K Messages

@lydiayu91 you need to cancel the credit card with whatever financial institution the card is issued by

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

I have a problem. I am abroad and I want to drop my line in the United States. I can not call by phone because I do not have a line in my country and they do not answer mail. I need to unsubscribe from the service. I can't go or call they bank. How Can I do?

New Member

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1 Message

@ATTHelpForums

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

(edited)

Constructive

Employee

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14.6K Messages

@lizdance40 can you explain the prepaid plans available to do what @seetu123 is trying to accomplish would pay per use be viable?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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78.5K Messages

@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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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3 Messages

@ATTHelpForums

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.

lizdance40

ACE - Sage

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78.5K Messages

@Michaelspike
this is been repeatedly asked and repeatedly answered. No carrier is offering free service, which is what you're asking for.
There is no mechanism to offer prepaid and extension, that's just not how prepaid works. It's like buying a soda out of a vending machine. You put money in you get something out.
AT&T is handling its prepaid service just like Verizon and T-Mobile. Actually more like T-Mobile, as both carriers are offering a $15 unlimited talk and text plan.
AT&T has been selling its prepaid refill cards in big box stores, pharmacies, grocery stores, and other places for years for its cash customers convenience.
I used AT&T and Verizon prepaid in the recent past. The $15 offer is more than fair, but it's temporary. Both AT&T and T-Mobile will terminate in a couple months

🐾 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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
bcnaz

New Member

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23 Messages

@ATTHelpForums The new $15 a month plan sounds pretty GOOD !

bcnaz

New Member

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23 Messages

@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.

New Member

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3 Messages

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.

New Member

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13 Messages

@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.

New Member

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1 Message

@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.

New Member

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2 Messages

7 months ago

Will they disconnect phones line for customers who have been off ill. Due to the cornavirus pandemic. Ive had a cold but was sent home and clinic never tested me because i didnt have a fewer but I was diagnosed with a respiratory infection and taken off work will my service be disconnected im due to reload
Note: This comment was created from a merged conversation originally titled Unable to pay reload been off work sick

ACE - Expert

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15.7K Messages

I've reached that age where my brain went from "You probably shouldn't say that"

...to...

"What the heck, let's see what happens."

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

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43.1K Messages

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.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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78.5K Messages

You can pay as little as $10 if you put yourself on a pay-per-use plan and then use your phone very sparingly. That was at least allow you to keep your number and your account active

🐾 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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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13 Messages

@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"

New Member

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13 Messages

@christacob They ARE DISCONNECTING PrePaid customers who are paid in full !

sandblaster

ACE - Expert

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43.1K Messages

7 months ago

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.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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13 Messages

Yeah,

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 ?

New Member

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13 Messages

@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"

New Member

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2 Messages

7 months ago

Due to the closures and the restrictions being put on our businesses and our jobs. Does the same apply to us prepaid customers? We pay just the same as your "contract" customers and are just as loyal.
Note: This comment was created from a merged conversation originally titled Is the prepaid included in the coronavirus

ACE - Expert

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15.7K Messages

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.

I've reached that age where my brain went from "You probably shouldn't say that"

...to...

"What the heck, let's see what happens."

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

@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.

GLIMMERMAN76

ACE - Expert

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20.5K Messages

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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
bcnaz

New Member

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23 Messages

@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 !

New Member

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5 Messages

What's the difference between post paid and prepaid I've asked people that they tell me it's the same thing idk I'm haveing an issue my andriod I bought brand new two months ago just put airtime on it a week ago I'm the original owner and at six pm day before yesterday it gets blacklisted and I can't get it fixed all because I can't remember the four digit PIN and I don't know how it got blacklisted when I didn't report it lost or stolen and I can't reset the pin because my phone don't receve txt or calls not even from at&t so I guess I get to throw it away and wait till I can buy anouther new phone and what's to keep them from blacklisting it

New Member

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10 Messages

7 months ago

Is AT&T prepaid wireless offering 2 months of free data due to coronavirus like Comcast T Mobile and Sprint are doing?
Note: This comment was created from a merged conversation originally titled Data Caps
Constructive

Employee

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14.6K Messages

I think it’s only post paid from what I’ve seen in other posts

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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78.5K Messages

T-Mobile AT&T and Verizon have all pledged not to disconnect customers for the next 60 days because of their inability to pay due to the Coronavirus. This is for postpaid customers not prepaid.

Just to add: prepaid do not have to pay. Prepaid accounts will remain open a number available for 59 days without refill and $0 balance. However with no refill there is also no service. Prepaid customers can refill with a smaller amount so that they can at least use talk and text. Minimum refill on a pay-per-use account is $10

🐾 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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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10 Messages

But I read this online last night:

Sprint and T-Mobile announced Friday night that they are upgrading all wireless customers with 2 months unlimited data for the next 60 days (excluding roaming). This applies to any T Mobile plan or any Tmobile prepaid plan that has a monthly data cap. Sprint is taking identical steps.

It's just confusing.
Constructive

Employee

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14.6K Messages

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.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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78.5K Messages

Read the announcement:

T-mom and sprint

FYI these are postpaid , not prepaid. prepaid has no bill, only a refill

🐾 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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Constructive

Employee

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14.6K Messages

@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

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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78.5K Messages

@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.

🐾 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.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.