Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help understanding your bill?
HappyRealEstateLady's profile

New Member

 • 

3 Messages

Thursday, March 2nd, 2023 5:33 PM

I’ve been notified my internet service has been canceled. Is it possible to restore my Service

I logged in yesterday to make a significant payment but today I am denied access. It is my hope to get back on track after a serious illness. I am a solo professional woman with an account and same number almost 20 years. I was offered a special promotion in 2021 to add lines and get  free phones and I was told my bill would be lower because several devices were maturing and those payments against the new service would end up lowering my payments.. This was an untruthful promise by the salesman and instead of lowering my bill as promised my bill was over $400 a month. Once I made the mistake of agreeing to the phones etc I became I’ll and couldn’t manage the high payments. I got behind and the fees and costs were unbearable. I contacted AT&T often but couldn’t get help beyond pay all or suspend. I’ve been notified my internet service has been canceled. Service was turned off a day ago and I now have money to pay a lot of the bill. My question is, if I go ahead and pay most the past amount online can my service be restored or if I can make payments for 3 months could I keep my number? How do I contact customer service and set up the plan to restore service? Also, even though my service has been disconnected I have been gathering charges the whole time, I was suspended and unable to use my service. I wrote a letter for a dispute was I was never contacted after sending it. Please can someone advise me? Thank you

Accepted Solution

Official Solution

ACE - Expert

 • 

64.7K Messages

1 year ago

is there alternate solution?

None that I know of.

Is there any provision for keeping my number after paid in full?

Has your wireless service been cancelled? If not, you will have the same number when service is restored. However, once the account is cancelled, you might not be able to get your number back. 

Former Employee

 • 

32.9K Messages

1 year ago

once service is suspended it wont be restored until the entire balance is paid being suspended does not stop the billing

ACE - Expert

 • 

24.5K Messages

1 year ago

That's something you can try to work out with Billing. Most times, you need to fully pay off what ever is owed before service will be restored, but any deals or promotions you had before probably will not be honored and you will be subject to whatever the new pricing structure is for your particular service. Basically you are signing up as a new customer.

You can try to file a BBB complaint as that will generate a call from the Office of the President and they MAY be able to help, but the rules for suspension of services due to non-payment are fairly specific.

ACE - Expert

 • 

64.7K Messages

1 year ago

Sorry but once your service has been suspended or cancelled, the only way to restore is to pay everything owed. For any account that was closed, you would need to re-apply as a new customer and any outstanding debt to ATT would need to be cleared before they will activate service.

New Member

 • 

3 Messages

1 year ago

This has been my problem from the start it was pay all or nothing and after suspension the fees continues to compound. This cancelled yesterday and I waited on hold 30 minutes without connecting to someone.. is there alternate solution?

New Member

 • 

3 Messages

1 year ago

Is there any provision for keeping my number after paid in full?

ACE - Expert

 • 

27.8K Messages

1 year ago

is there alternate solution?

Alternate?  As in not paying your account in full???  No, once a service is disconnected due to non-payment, the balance must be paid in full.  

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.