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fch1234's profile

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3 Messages

Wednesday, May 4th, 2022 1:37 AM

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My at&t prepaid account disconnected today but I just added money this sunday

My at&t prepaid account disconnected today, but I just added money this Sunday, with text message showing succesfully paid. Now I cannot log in the account nor use the phone number. and I cannot call customer service bec I don't have another phone.  Please help. 

Accepted Solution

Official Solution

Employee

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420 Messages

2 years ago

Hello Community,

 

We want to help shed some light on what's happening with your AT&T PREPAID account.

 

Beginning March 1, 2022, we sent cancellation notices informing session-based customers (AT&T PREPAID) that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device.

 

For more information, please visit our support site for the 3G Network Shutdown.

 

If you are not planning to upgrade your device, and have concerns about the remaining balance/refund on your PREPAID account, please contact us directly for assistance at 611 from your AT&T PREPAID phone or call 800.901.9878 from another phone.

 

Tim, AT&T Community Specialist

(edited)

ACE - Sage

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115.8K Messages

2 years ago

This is a customer populated forum not AT&T.  You'll have to go to a store tomorrow. 

If you have allowed someone access to your phone, or your personal information, your account number or your PIN code, my concern would be that you have been at SIM swapped and someone has taken your phone number to another service provider.

New Member

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3 Messages

2 years ago

Update: I can log in the account using email but still don't know why it is closed??? please help

Community Support

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229.4K Messages

2 years ago

Hey there fch1234, we want to help!

 

Lets meet in a Direct Message to discuss your prepaid account. Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

 

We hope to hear from you!

 

Carlton, AT&T Community Specialist

New Member

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2 Messages

2 years ago

Why is my prepaid account disconnected and I just paid my phone bill

Note: This comment was created from a merged conversation originally titled Account

New Member

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2 Messages

Mine is too! What is going on? And you can't even talk to nobody right now because they're closed and I've been like logging into everything and clicking everything trying to figure out what's going on and I can't figure out what's going on. I'm (Edited per community guidelines) though

New Member

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8 Messages

Same here exactly. Very frustrating.

Community Support

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229.4K Messages

Let's work together to get to the bottom of what's happening with your PREPAID service, @TayShelle

 

What type of device are you using? Customers using 3G and non-VoLTE devices are subject to immediate disconnect as we sunset the 3G network. If this applies to you, please upgrade your device to continue service.

 

Beginning March 1, 2022, we sent cancellation notices informing session-based customers that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device. 

 

We're looking forward to helping you through this!

 

Sydne, 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

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8 Messages

So can we upgrade our device and have service restored immediately or do we have to start our accounts from scratch again?

New Member

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35 Messages

2 years ago

I have the same problem. Number disconnected today, last payment was on 4/11.

I was able to login to signin.att.com and I have an att account but my number is not in there. Paygonline.com gives the message "The account has been disconnected. Please contact Customer Service."

Maybe the problem is that I'm on a discontinued prepaid plan, but I would like to know what are my options now... do you have an option to keep my old plan or to migrate to a new plan but keeping my old number?

New Member

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8 Messages

2 years ago

As other users have experienced, my att prepaid account was also randomly disconnected this evening. I had paid for the month recently but received an email stating that my email and phone number were no longer associated. Very frustrating.

Note: This comment was created from a merged conversation originally titled My prepaid account was disconnected today

New Member

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4 Messages

same here, i just paid my bill on april 25th and it was disconnected yesterday may 3rd

New Member

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290 Messages

@BrandieMathews @connor4714 

I won't pretend to be an expert on any of this. 

My experience is with getting international devices that I purchased from third party vendors compatible with the network. 

And what I'm asking/suggesting may not necessarily have anything to do with why your service was suspended. 

What are the exact makes and models of your phones?

Ex: Samsung Galaxy A51 SM-A515F/DSN 

(That's a model number for an international 4G  variant of a Galaxy A51) 

At&t was supposed to be doing a suspension of all accounts on May 3/4, with phones that they deemed incompatible with the network. 

If your device isn't one of the exact make and model numbers on the whitelist At&t created... they will not allow your phone to work on the network. 

The easiest/safest way to guarantee service from At&t is to buy a phone from the whitelist. 

There are workarounds that you can do to try to keep the phone you have (that's what I am doing  personally - my phone is a international Samsung Galaxy A70), but that's up to you. 

You can also try changing carriers, Tmobile doesn't appear to have the same requirements/restrictions as At&t. 

New Member

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10 Messages

@nicolas 

Thanks for the explanation!

Can you explain what the workaround is that you did with your phone? (I want to try the same thing if it's possible)

New Member

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4 Messages

I spoke to at&t and this is what they told me as well. I recently purchased my Cubot King Kong 7, so o definitely don't want to buy a new phone. I'm going to switch to TMobile today. They said I can keep my number and my phone is compatible with their network

New Member

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14 Messages

Same with my husband and we figured it was his phone so to test it we put his sim in my phone (that's brand new bought less than 2 weeks ago) and it's still not working it still won't let me log in online and it won't even give me the options to try to do anything to resolve it over the phone automated thingy it just says that the customer service support whatever is closed and then hangs up

New Member

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3 Messages

2 years ago

hi GuillermoM, I contacted customer service, and they say it's because "May 2nd will be the start of accounts being cancelled that have not upgraded their non-VoLTE device to a supported one on the AT&T network. "

I'm not sure if you have the same problem, maybe you could contact the customer service by Direct Message (the chatbox symbol) or by calling them.

Community Support

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229.4K Messages

2 years ago

We want to help shed some light on what's happening with your PREPAID account, @GuillermoM

 

What type of device are you using? Customers using 3G and non-VoLTE devices are subject to immediate disconnect as we sunset the 3G network. To continue using your service, please upgrade your device.

 

Beginning March 1, 2022, we sent cancellation notices informing session-based customers that their account will be canceled on or after April 19, 2022, if they have not taken steps to upgrade to a compatible device. 

 

Continue to keep us updated here. We're looking forward to helping you through this!

 

Sydne, AT&T Community Specialist

New Member

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2 Messages

2 years ago

I have been using the prepaid option for over three years. Today, I received an e-mail with the information that my number has been disconnected. I had a balance of $56.32. 
What kind of service is that?? Is this the kind of service a serious company provides??

Note: This comment was created from a merged conversation originally titled Number disconnected without notice

New Member

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26 Messages

Same boat. Many are being told this happened because their phone is not compatible with the network (VoLTE compatible). My phone is compatible and I confirmed with them a year ago but they still disconnected my account with zero notice. It is impossibly frustrating and now we have to try to interact with these people without a working phone. I wish you the best of luck!

New Member

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35 Messages

I think it's not the phone, it's the plan, but the paygonline website access to manage the account and change plans has been disconnected along with the number.

I also tried to link my old number to the new att.com page but got the message "That information doesn't look quite right. Try again."

New Member

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290 Messages

I won't pretend to be an expert on any of this. 

My experience is with getting international devices that I purchased from third party vendors compatible with the network. 

And what I'm asking/suggesting may not necessarily have anything to do with why your service was suspended. 

What are the exact makes and models of your phones?

Ex: Samsung Galaxy A51 SM-A515F/DSN 

(That's a model number for an international 4G  variant of a Galaxy A51) 

At&t was supposed to be doing a suspension of all accounts on May 3/4, with phones that they deemed incompatible with the network. 

If your device isn't one of the exact make and model numbers on the whitelist At&t created... they will not allow your phone to work on the network. 

The easiest/safest way to guarantee service from At&t is to buy a phone from the whitelist. 

There are workarounds that you can do to try to keep the phone you have (that's what I am doing  personally - my phone is a international Samsung Galaxy A70), but that's up to you. 

You can also try changing carriers, Tmobile doesn't appear to have the same requirements/restrictions as At&t. 

New Member

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35 Messages

The main issue is how to recover the old phone number.

Website access to upgrade plans or to get a new phone with the old number has been locked.

Changing carriers is another option but that would entail getting a new phone number.

New Member

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5 Messages

I'm having the same issue today. I prepaid for a year, still have over 6 months remaining. Tried to login today to see why my mobile network isn't working only to see my account has been disconnected. If it's about the phone type like you're saying above I was given no notice. Tried the AT&T chat but it's just a useless bot. I can't phone in to customer service right now because my phone is disconnected. Right now I have a Huawei P30, if I get a new phone and they don't reinstate my remaining paid months I'm switching providers. 

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