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fch1234's profile

New Member

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3 Messages

Wed, May 4, 2022 1:37 AM

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

ATTTimCS

Employee

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343 Messages

3分前

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

 • 

98.5K Messages

3分前

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

3分前

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

ATTHelp

Community Support

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195.3K Messages

3分前

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

3分前

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.

ATTHelp

Community Support

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195.3K 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?

GuillermoM

New Member

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35 Messages

3分前

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

3分前

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

Nicolas81

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

3分前

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.

ATTHelp

Community Support

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195.3K Messages

3分前

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

3分前

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!

GuillermoM

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."

Nicolas81

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. 

GuillermoM

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. 

New Member

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4 Messages

3分前

Hello all,

Due to not upgrading from a 3G device my account got cancelled today. Is there a way to restore my number?

Note: This comment was created from a merged conversation originally titled My At&T account got cancelled today

New Member

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8 Messages

Welcome to the club. We're still waiting on an answer to that question. Exact same thing happened to me today, too.

ATT, if we go buy a new phone and switch out sim card into it, can our service be restored? Are our numbers lost?

New Member

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4 Messages

I saw a few answers from ATT earlier that said that they could help restore the number. Counting on them

New Member

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10 Messages

Same thing happened to me too

ATTHelp

Community Support

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195.3K Messages

Hey there Srikumar, let's get you the information you need regarding the 3G shutdown. 

 

At this time we are unable to guarantee that you will be able to get your number back. You can visit one of our AT&T Retail Stores to see if your number is available.

 

We’ve phased out our 3G network as of February 22, 2022. We’re making make room for an even better network. 

  • Devices Working on ATT Network. It’s important to check the device model numbers to make sure it’s still supported since the 3G network shutdown. This includes iPads, tablets, and wearables. (The phone may be on the list, but is not guaranteed to work unless it is an AT&T device.)

Talk and data services will only work for AT&T Wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how you can replace your device:

Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone.
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to your AT&T prepaid account.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

Please let us know if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums.

 

Lorie, 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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2 Messages

Hello, 

This happened to me too, my service was cancelled automatically last night. I am not able call customer service since I no longer have a phone number. Is there a chat service that I can use to understand what is happening?

I am not sure if my phone is 3G or 4G. I had received text messages from ATT regarding some shutdown but it wasn't a formal communication so I thought it was one more spam and disregarded them. I really need to solve this issue ASAP since I can't go another day without a phone line.

Please let me know how I can contact you.

Thanks!

New Member

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2 Messages

3分前

My prepaid cell account has been closed. it was last charged in April with $100 that is supposed to last for 12 months.  I am overseas on but cannot find an email contact to query this and seek to re open the account, Can you help please

Note: This comment was created from a merged conversation originally titled My prepaid cell account has been closed prematurely
GuillermoM

New Member

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35 Messages

3分前

Hello ATTHelp. I never received a notice to upgrade my phone, because I have my own phone, I don't have an AT&T phone. I bought and activated the AT&T SIM card with the "bring your own phone" option.

So my SIM card is not associated to any phone , and not subject to the 3G phaseout but still the number has been disconnected.

Do you know how to get my old number re-activated without buying another phone? I don't need another phone.

New Member

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2 Messages

3分前

I've had this same account and number for years, I'd just received my billing notice as usual and then I got an email saying my number is no longer associated with my email address. I of course can't reach an actual person to talk to, they've conveniently discontinued their 24hr service. I've tried to access my account but only get the pleasant "we don't have an account associated with this address", after almost 10 years with no problems and then this. It's just frustrating how they can cut off your access to almost everything and expect you to wait patiently for business hours. Sorry, guess I needed to vent, normally I'd call a friend but, well, that's not gonna happen. I bet they fix the problem in minutes with a nice apology, I'll want to rant and throw my phone but instead I'll say thank you and wish I still "smoked".

Note: This comment was created from a merged conversation originally titled Prepaid suddenly disconnected
Nicolas81

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. 

sandblaster

ACE - Expert

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58.7K Messages

@Nicolas81 Why do you think the OP has an international device? I see no mention of any specific device.

@Graydaze The most likely reason your prepaid was suddenly disconnectedis you are using an unsupported phone that needed to be replaced. Apparently May 2 was the deadline for replacing phones that needed to be replaced. You should have been warned but apparently many customers weren’t. The forum is full of similar posts this morning, you aren’t alone. I have no idea how or if you can get your number back. ATT has a big mess to deal with.

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Nicolas81

New Member

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290 Messages

@sandblaster 

I appreciate your response. 

I don't. 

I don't know what device the OP has, I only mention international devices because that's what I've dealt with. 

Their issue may have nothing to do with international devices... but until they say what device they have... I don't know. 

I mention my experience so that the OP knows that I have dealt with devices that At&t claims are not compatible. 

Unfortunately, that's about as far as my knowledge goes, so they and I, rely on you... as well as others here, with more expertise, for answers and help. 

ATTHelp

Community Support

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195.3K Messages

Hello Graydaze, let's see if we can get your number back and your account activated again. 

 

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. It would be best to visit one of our AT&T Retail Stores to see if your number is available. However, we can not guarantee that you will be able to get your number back at this time.  While at the store they can reactivate your account with your old number if it is still available. You can also make an appointment with the store to avoid long wait times, just choose your location and the store you want to visit and then schedule the time that works best for you. 

 

Your phone may be on our list of supported devices, but it is not guaranteed to work on our network, unless it is an AT&T phone. 

 

Please let us know if there is anything else we can assist you with.

 

Thank you for contacting AT&T Community Forums. 

 

Carlton, 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

 • 

26 Messages

3分前

I received an email today noting my account had been changed and now my phone can't make calls. I didn't make any changes.

Here is text from the email... 

"The wireless number is no longer associated with user ID. This change may be due to a request you made, or the wireless account may have been closed."

I cannot access the prepaid website (www.paygonline.com) to check on anything as it appears to be down. 
Prepaid phone support (800-901-9878‬) is not accepting calls. 

I don't know what to do. My phone is voLTE compatible. 

Note: This comment was created from a merged conversation originally titled My AT&T Prepaid account has been changed, cannot make calls. I didn't change anything. How do I fix this?

New Member

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26 Messages

I have been to 2 AT&T stores today and they told me they could not help with accounts that have been "disconnected" and so I called support (with neverending hold times!) and they told me I need to go into a store. This is unbelievable. I don't know what to do. 

ATTHelp

Community Support

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195.3K Messages

Hello, @GaryGaryGary77 we happy to provide information on setting up your prepaid account. 

 

Your previous account and number is not guaranteed to availability. Talk and data services will only work for AT&T Prepaid wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

  1. Visit one of our stores to get a new phone.
  2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
  3. Sign in to att.com/myprepaid.
  4. Select My Device, then Update Device.
  5. Follow the prompts to update your IMEI or SIM card number.

If your account is no longer available due to the May 2 shut down to 3g devices, you will need to start a new Prepaid account with the updated device. 

 

Alasani, 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

 • 

26 Messages

I need my phone number. If AT&T doesn't want me as a customer, ok, but my phone number needs to come with me. And I need a refund of the rest of my prepaid balance. How can I get my number ported to another carrier? And how can I get a refund of my owed monies?

ATTHelp

Community Support

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195.3K Messages

There are a few ways to contact our Prepaid customer service for assistance with your account @GaryGaryGary77

 

You are able to make an appointment at a retail store Or Dial 611 from your AT&T mobile phone to speak to a representative in regard to refunds and or to manage you phone number. 

 

For the port out process, you will reach out to the carrier you are wanting to port your number out to and provide your Prepaid account number.

  • To get your  AT&T PREPAID account  number, you'll need to call us at 800.901. 9878 (611 from your  AT&T wireless  phone) and provide this information to the receiving carrier. 

Thank you for contacting AT&T Community Forums.

 

Alasani, 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.
sandblaster

ACE - Expert

 • 

58.7K Messages

@ATTHelp Your responses are really embarrassing today. You know or should know a disconnected number can’t be ported. 

Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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