Skip to main content
AT&T Community Forums
The epic new Samsung Galaxy S21 5G is available for preorder now!

New Member


2 Messages

Thu, May 14, 2020 9:02 PM

Unable to activate Prepaid Service

Paid online for prepaid service. Have unlocked phone. Received and installed the new SIM. Not getting any service. Have spent last 2 hours on about every AT&T online site to no avail. Cannot call cust svc since no service and the virtual chat doesn't seem to understand my problem. I was a previous AT&T customer but switched a couple months ago. When I go to the AT&T prepaid site I get the message "This account has been discontinued. Please contact customer service." which I have not been able to do. They seem to have my old info but not my new info. Is there a way to get to a human online since I have no phone service?


Brand User

Community Support


144.6K Messages

8 months ago

Hello, @mcman,


Thank you for reaching out. If you activated the SIM card, you should be able to restart your device to make the connection to the network and start service. If that doesn't work but you can see the device is getting a signal, you should be able to call 611 from the device for assistance.


If you're not showing a signal, you may need a new SIM card. You'll need to go into your local AT&T Store for assistance. You'll want to call ahead.


Have a great week.


James, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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


2 Messages

Thanks for the reply. Since I had no service I couldn't call anyone. I just spent 3 hours at a AT&T store. Can't believe how unorganized they are. Paid $310 online a few days ago and received the sim card yesterday. The store could not find the record of payment (my bank showed it as pending). Wound up (after visiting my bank to verify they had the charge), having to pay again. AT&T wouldn't accept the bank info they printed off to show they had received it. They charged me $330 saying I had to pay taxes since they were not an online store. Now have two charges for a total of $640 for a $300 service. I will have to protest the bill with my bank when it shows up on my account. I know AT&T service is infamous but up till now have been able to avoid using it. Hopefully I will never have to again. When this comes up for renewal I will be researching other providers.

New Member


1 Message

5 months ago

I’m having the same experience. I’m very disappointed in ATT’s prepaid service so far. I am counting on that to have phone service and now I have none. Buyer beware! 

Get started...

Ask a new question