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Rslade23's profile

1 Message

Sunday, March 31st, 2024 2:30 PM

Internet Service - Restoration

Hi All -

I am hoping someone is able to assist me with this. I recently had my internet suspended (on Wednesday according to the order detail status page). I noticed when I got back into town late night yesterday. I logged into my at&t account using my phone - where I received the message to pay my past due balance to restore service. I proceeded to pay it in full as I work remotely expecting it to be restored but it was not.

I then paid in full again using a laptop connected to my hotspot thinking perhaps it needed to be done in a certain “flow” from the msconnect page. After some hours this did not work. I then paid a 3rd time using a different payment method, just taking a shot in the dark that perhaps a bank account payment would have to clear but a credit card payment would work.  Alas still no luck. 

  1. I have reset the modem through the standard disconnecting the wires, letting them sit and reconnecting them.
  2. I have reset the modem by holding down the red button in the back.
  3. I have tried to use the virtual assistant to no avail and given its Sunday have had zero luck talking to a human. 

Looking at my order details on my account, my current best guess is somehow the restore order was never automatically generated but I am open to any ideas or assistance.  Thank you. 


Community Support


232.9K Messages

3 months ago

Hi @Rslade23! We completely understand your concern regarding service restoration, and would like to help. Let's get the assistance you require.


The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.


Thank you for contacting AT&T Community Forums,

Ancy, AT&T Community Specialist.

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