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Community Support

Community Support

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2.7K Messages

Wednesday, September 27th, 2023 5:35 PM

Need to cancel service, or remove a line from your account?

We hate to see you go, but we're here to assist you.

For a line of service, tablet, or wearable, here are a few things to consider:

  • Have an installment plan - Any unpaid installment balance is due on your next bill when you cancel service for the tablet or wearable linked to the plan. Learn how to pay off an installment plan
  • Have a service agreement - You'll have to pay an Early Termination Fee (ETF) if you cancel before the end of your service commitment. We prorate your ETF for each full month you complete. Find out how to estimate your ETF, if it applies.
  • Activated service on a device within the last 14 days - You can find out how to return your device and cancel service in the AT&T Wireless Return Policy.

If you placed an online order

  • You don’t have to pay a restocking fee for returns that fall under the 14-day return policy.
  • Did you pick up an online order in the store? Go to an AT&T-owned store to have the restocking fee waived. The fee waiver is subject to change.

Need an alternative to canceling?

Consider one of these options:

If you are ready to cancel.

Contact us by chat or phone, or:

For Illinois and New York wireless accounts only: If you ordered service online, you may be eligible to cancel that wireless service online at att.com/myatt. If you don’t already have a myAT&T account, you’ll have to sign-up for an AT&T account to submit an online cancel request.
Get details on canceling.

See all important details

 

Remember after you cancel:

Once your cancellation is complete, if you were on:

  • An installment plan, we'll add your remaining installment balance to your next bill.
  • A contract, we'll charge an Early Termination Fee on your next bill.

Not a Mobility customer? Cancel your internet, home phone, or U-verse TV service

For your protection, only the account owner can cancel internet,  home phone, or U-verse TV service.

Still want to cancel?

Give us a call: 800.288.2020.

Or chat with us by clicking the chat with a rep option at the bottom of the page (found here)

Thanks

ATTJohnCS, AT&T Community Specialist

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

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

Accepted Solution

Official Solution

Community Support

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2.7K Messages

2 months ago

Hello Community,

If you need to cancel or remove a line of service, please review the above information for all the details and next steps.

Thanks

ATTJohnCS, AT&T Community Specialist

2 months ago

35 450612 645788 4  
hi mu Phone  sim is  locked could you help me to remove I am in turkey now I can’t use turkey  SIM card  I write my phone IMEI above 

thank you        email: [email scrubbed]

(edited)

ACE - Master

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9.1K Messages

2 months ago

@Murtaza_ibrahimi 

You need to use the online unlocking portal.

https://www.att.com/deviceunlock/

You also should edit your post to remove your IMEI.  You also may want to run your IMEI through a checker to see if it’s blacklisted first.

If the phone is blacklisted or not eligible for unlocking, it won’t be unlocked.

(edited)

Community Support

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225.7K Messages

2 months ago

Hi, thank you for contacting AT&T Community Forums


We hear you, and we're here to help you. Here are some information to check for device unlock.

Your device:

  • Is an AT&T phone or device and isn’t active on another AT&T account.
  • Has a paid-off installment plan:
    • Paid through your monthly bill: Submit your unlock request at the start of your next bill period.
    • Paid off early: The wireless number assigned to the device must be active for at least 60 days. Wait 48 hours after you make your final payment to submit your unlock request. Learn how pay off your installment plan.
  • Was paid in full when you bought it (it was not purchased on an installment plan). You must wait 60 days from your purchase date to submit an unlock request.
  • Doesn’t have a past-due account balance. Make a payment to bring your account current. It will take 24 hours for your payment to post.
  • Hasn’t been reported as lost, stolen, or involved with fraud.
  • Is an AT&T Prepaid® phone with a Prepaid SIM that has had paid service for at least six months. You must submit your unlock request using the most recent version of the AT&T Device Unlock app.

Good to know: Don't have an account with AT&T? You can still unlock an AT&T device as long as it meets all requirements.

Please check the article for your reference : http://sm.att.com/43d9a8b1

Donald, AT&T Community Specialist

1 Message

2 months ago

I have called on 4 different days.  The first day, I was transferred 3 times.  Each time transferred to the wrong place.

The next time I called, using the phone number shown on the ATT Business website, and they said it was the wrong number and gave me another number.  So I called that number.  They also told me I called the wrong number and then they gave me the number to call which WAS the number I called.  So he transferred me.  That person also told me I called the wrong number but instead of letting him tell me the number I needed to call, I told him the number he was about to give me.  And so he said he would transfer me and wait on the phone until we got connected.  So, now we get to the 4th person and he must have told her the situation before she came on because as soon as she realized she too was the wrong person she let out an audible sigh...  And so now, this is the 8th person in 2 different days trying to get a problem resolved on a Business Internet connection where this business had now already lost several hundred dollars in credit card sales.  So now I say "we just need to cancel.  We can't afford facing this kind of support if we need more help in the future."  She said she understands and says she'll transfer me to someone who can help cancel the account.  But she transfers me to the first person I was trying to get - a technical support person.  But like I said, we can't operate a business with such terrible help line support.  He sympathizes but he can't help.  So, I say just forget it, we'll go to an AT&T store.  So I make an appointment at the local AT&T store for the next day.  We show up, they can't cancel at the store but say they will call for us while we are there.  And the guy is very nice and he tries his best.  He gets the same transfer here and transfer there... he frantically searches the in-house directory for numbers to call and each is the same thing - "I can't help but here's the number to call" or "I can't help, let me transfer you"... always wrong.  He writes down a few numbers for us to call the next time we try to cancel.
So now, is the 4th day and I call.  "I can't help, let me transfer" after having been on hold for 40 minutes.  Call and call back... Same thing.  One time we get through to someone and as I am explaining we are trying to cancel, they just hang up.  And I was not being abusive or anything.  I took videos today of a few of those calls, I'll put them out on YouTube later.  And now I called and waited and waited and they take me off hold.  No one says anything... I ask if anyone is there.  I try repeatedly "hello?" but just dead silence.  The they hang up without ever saying one word to me.  I called back but this time I opted for the call back... The call back finally came and I hear automated message saying to please wait and a representative will be with me shortly.  After a few minutes, I am taken off hold and again no one speaking to me.  I ask repeatedly if anyone is there and only silence.  In fact, I am still waiting for someone to speak and they haven't hung up yet.  It has been 14 minutes since the call back came and at least 10 minute off of hold just listening to silence.  I occasionally speak to see if anyone is there but no answer.

It is shocking that a company can do this.  So, I have turned off auto-pay and deleted the payment accounts.  I am sure the billing department will find a way to cancel my account.   

Community Support

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225.7K Messages

2 months ago

Hi @PlumBlossom,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).

Brian
AT&T Business Social Media

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