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BarbaraDi's profile
BarbaraDi
#1 Star!
The 5th element!
Helpful 1

New Member

 • 

10 Messages

Tue, Aug 2, 2022 8:32 PM

Wireless number disconnected from userID

Dear community,

I would like to reload my prepaid card and tried to log in with my 10 digits. I could not access my accounts.  I looked in my email and saw that on 28th of July I got an email that my wireless number is no longer associated with my userID.

I tried to call me and got the message that "the number you dialed is not a working number".

What can I do ?

 I am currently in Canada and can not go to a AT&T shop...

Thanks for your help,

Barbara

Accepted Solution

Official Solution

sandblaster

ACE - Expert

 • 

59.8K Messages

2分前

There is nothing you can do. That July 28 email was basically telling you your account was closed and the number lost. You either waited too long to refill your account or renew your plan or your account was closed for using an unsupported phone. A prepaid account is automatically closed if the account balance is $0 for more than 60 days after service expires.

Accepted Solution

BarbaraDi

New Member

 • 

10 Messages

1分前

I am back in the US and went yesterday to an AT&T shop. The employees could also not understand why the account was cancelled because the 60 days period was not over. After researching, they found in the system that the cancellation was due to "3G sunset" which means : my cellphone was "too old" (bought 1,5 years ago...) and that's why they cancelled it.

It is absolutely ridiculous because at the time of the cancellation, I was in a region where 5G is not even available !!

So I spent $70 on calling the client support at the beginning of August. I had to buy a SIM-card in Canada in order to be able to phone the last 3 weeks - $15 again.

Though the client service told me that I just need to go to a shop and my phone number will be automatically re-activated yesterday, the guys at the shop say that:

- I will loose my phone number

- I need a new SIM card

- I need to buy a new phone

BUT : they do not sell any phone with dual sim-card???

I have 2 phones with me, both working fine, both being able to call, text & use data on a roaming basis. But the AT&T guys say that if I want a AT&T phone number, I need to buy a 3rd phone.

(edited)

BarbaraDi

New Member

 • 

10 Messages

2分前

Thank you for your reply. It is really a pity! I have not been at $0 for 60 days, so I do not know why they canceled it.

I had a phone call (I spent more than $70 dollars roaming costs!!) and they told me that if a friend goes to an AT&T shop with my ID, they will activate it immediately again.

Unfortunately, I do not have relatives in the US, so it's not a possibility for me.

The support team refuses to do it on the phone or via email. I am simply blocked in Canada with no cellphone and not being able to get called for the next 18 days until I'm back in the US ! Unbelievable! Worse client support ever.

ATTHelp

Community Support

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200.3K Messages

2分前

We understand your frustration with this, @BarbaraDi

 

It appears that our ACE @sandblaster is correct. 

If you have a zero balance for 60 days, it automatically closes.

To have active service again, you will need to open a new PREPAID account which will include a new phone number.

 

If you have any questions or concerns, please feel free to reach back out to us. 

Thanks again for reaching back out to AT&T Community Forums.

 

Nelson, AT&T Community Specialist. 

 

 

 

 

BarbaraDi

New Member

 • 

10 Messages

2分前

Thank you @ATTHelp . You write "please feel free to reach back to us". But how is it possible to contact you except on the phone? the client service does not provide a chat nor an email!

I spent a lot of money for calling you?!

ATTHelp

Community Support

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200.3K Messages

2分前

Thank you for reaching back out @BarbaraDi.

 

We are always here to assist. For Prepaid accounts you can dial 611 from your device or choose to chat with our team as well. Find more information on our Contact us page. 

 

In addition, if you have any questions we're happy to help. Thank you for utilizing the AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

BarbaraDi

New Member

 • 

10 Messages

2分前

Since your SIM-Card is not working (and I was NOT 60 days at 0$ !!!), it's not possible to Dial.

On your Contact Us page, I do not find an email address?

ATTHelp

Community Support

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200.3K Messages

2分前

We want to get you into a DM to go over your Prepaid options @BarbaraDi.

 

Currently, there is not an email that you can reach support. Check the message icon in the upper right portion of the page and reply. 

 

In the meantime, gather the questions that you would like to address, and we'll get started with providing you the information requested. Again, keep an eye out for the Direct Message. Thank you. 

 

Alasani, AT&T Community Specialist 

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