New Member
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2 Messages
What are the operating hours for At&t Prepaid support?
I read online and seen a few employees respond with the same information I read online 7:00 Am -Mid-night Local time? I attempted to call support 9:30 Pacific Time and the automated system said "I'm sorry our offices are currently closed call back during business hours." What exactly is considered Local Time? From what I've read in a few forums midnight local time is midnight in what ever time zone you are in which makes no sense but if that's the case are you guys just closing earlier because of this pandemic? If you are what are the new hours for the support center? Because this whole NEW 24/7 customer during this pandemic you guys are advertising is literally just myAt&t and a few covid 19 updates which is cool, but not if you don't have an option to fix the problem online with out your help. I figured that out searching my issue and going through this almost never ending loop of support suggestion until I finally find the support page that aligns with my problem and it reads "contact us" lol the irony
Accepted Solution
Official Solution
ATTHelpForums
Community Support
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2.7K Messages
4 years ago
Hi all,
Per our COVID-19: Our Response page, Our call center capacity has declined because of the leave accommodations we have made for employees who are parents of children whose schools have closed and our employees who are at higher risk for the coronavirus. As a result of reduced capacity in our call centers, we’re taking the following steps:
Adjusting call center staffing levels and shifts to ensure proper social distancing. This may result in longer hold times for service.
Using new IVR (Interactive Voice Response) messaging that encourages customers to take advantage of our self-help online tools at att.com.
- AT&T Community Team
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rkh_123
New Member
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3 Messages
4 years ago
Tried it at 8:25 AM Eastern Time, Call Center is closed.
It would really be helpful to publish operation hours somewhere. Or have this computer voice tell you when it will open.
I totally understand that AT&T might change operation hours for call centers during this times,
but why forcing people to call then by hiding prepaid account numbers?
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gobucs813
New Member
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8 Messages
4 years ago
I called 8:30 AM EST and got unavailable.
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m530
New Member
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1 Message
3 years ago
Have wasted over 90 minutes in total on hold the past week waiting to speak to someone due to “unusually high call volume”. Online chat option is either broken or otherwise unavailable. Called at 7:45 AM local time and received automated message that the call center was closed, despite the fact that the website says it’s open 7 AM until midnight local time. The excuses about “it’s a pandemic” are crap. Is functional telephone service unimportant in emergencies? Other utilities haven’t made excuses. AT&T was still sure to encourage people to take advantage of the emergency broadband benefit and to offer new international calling options. So quick to sell and slow to provide customer service. It’s unacceptable!
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sandblaster
ACE - Expert
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64.7K Messages
3 years ago
@m530 It’s not broken, prepaid does not get chat support.
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ATTHelp
Community Support
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231.3K Messages
3 years ago
Hi @m530! We are here to help with your prepaid inquiry!
Please let us know if you have an Emergency Broadband Benefit inquiry or a AT&T Prepaid International Calling & Text question to better assist you. Apply for EBB program on the link provided. Once approved for prepaid customers, visit the AT&T Prepaid EBB page and scroll down to Get started to follow prompts.
Learn more about Prepaid talk and text from U.S to other countries on the link provided above and how to Add Or Change AT&T Prepaid Add-ons. To add international long distance plans and features.
Let us know if this is helpful! Feel free to reach back to us if you have additional questions!
Rhoda, AT&T Community Specialist
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Annonymous2021
New Member
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2 Messages
3 years ago
Seriously, what are your hours?? I spend a minimum of 90 minutes each time I try to reach someone. The other day I waited over two hours on hold for prepaid customer service. I called postpaid on another phone while still on hold on first phone and when they answered I asked how much longer this should take with prepaid. They said the prepaid line is closed. I said they're not because I'm still on hold. They called them from their line and sure enough they were closed. I must have called right before they closed and never got a notification that they were closed. Had I not called postpaid customer service I would have been on hold for hours longer before giving up...
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