
New Member
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3 Messages
Terrible customer service and support
I am currently deployed overseas, in the middle of nowhere. My account has been wrongfully suspended. I have tried to contact att support through the live chat option but it has been a 7 hour long process in which I have talked to 13 different representatives to include 1 supervisor and yet nothing has been resolved. I am unable to make any WiFi calls to include to any of the att support phone numbers. There is no support email for me to contact either. There is no other phone I can use within miles. I will be terminating my account after this deployment.
Accepted Solution
Official Solution
ATTHelp
Community Support
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221.7K Messages
1 year ago
We want to help shed some light on what's happening with your service, @1Guzman.
As @sandblaster mentioned, we don't offer military suspension. We only offer military cancellation, which grants you two options:
Cancellation Requests for Military Deployment
Want to restore service? Submit requests and copies of deployment orders to the AT&T Military Support Team.
Email:
Include Military Cancellation or Military Restoral in the subject line of the email.
Compress documents larger than 2MB in a zipped file before attaching them.
Fax:
By mail:
8089 South Avenue
Boardman, OH 44512.
Have this info handy when you contact us:
A few things to keep in mind:
Thanks for visiting our Community Forums! We hope this information helps.
Sydne, AT&T Community Specialist
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sandblaster
ACE - Expert
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64.6K Messages
1 year ago
I have no idea what “wrongfully suspended” means but accounts only get suspended for non payment. Once suspended, the only way to restore service is to pay the balance owed.
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1Guzman
New Member
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3 Messages
1 year ago
Before deploying I put my account on a military suspension with the help of a rep. And since my departure my cellular data has been turn off as well as the data roaming as intended so that I could only use the phone on the limited WiFi. I have now been here a total of 4 days and at one point they said there was an outstanding balance of $800. The correct amount is reflected on the app which is my monthly bill and payment is actually scheduled on autopay for the 6th of may.
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sandblaster
ACE - Expert
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64.6K Messages
1 year ago
There is actually no such thing as military suspension, it’s called military cancel. You actually cancel service but they hold your number. Whether you call it suspension or not, of course you don’t have service. Did you not know you wouldn’t have service? It’s also kind of sounding like your service was put on a regular suspension, not military. A regular suspension does not stop billing. You do not continue to get billed on military cancel. Either way, though, service is cut off. That’s the way suspension or military cancel is supposed to work.
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sandblaster
ACE - Expert
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64.6K Messages
1 year ago
This article describes the military cancel and how to reactivate service, if that’s what you actually did. There is also an email address listed you can contact.
https://www.att.com/support/article/wireless/KM1046235/
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1Guzman
New Member
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3 Messages
1 year ago
The term military suspension came straight from multiple att reps. Also the concept of WiFi seems to be something you’re not very familiar with, WiFi calling pertains to access to text, data and obviously calls over WiFi all while using the number associated with the account. Thanks for the comments though, you seem to not have a very good grasp on these topics but it’s okay no worries.
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sandblaster
ACE - Expert
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64.6K Messages
1 year ago
@1Guzman I understand WiFi quite well. I also understand WiFi calling quite well. ATT’s WiFi calling requires that your cellularservice is still active. It does not work with service suspended. I actually have a very good grasp on this topic but it would appear you don’t. That’s fine, believe whatever you want.
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MicCheck
ACE - Expert
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13.4K Messages
1 year ago
I'm confused about what the issue is. You requested your service to be suspended...how could it be wrongly suspended? Where did you see $800 if the app is correct? If a payment is still due, that was probably created before you suspended service.
If you're confused about how your account is set up and want to clarify what really should happen during a military deployment, see the post from AT&T above and then reach out using the email address reserved to support members of the military listed to get straightened out.
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sandblaster
ACE - Expert
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64.6K Messages
1 year ago
@MicCheck The OP posted the above, so I think the issue is the OP thought WiFi calling would still work with service suspended or cancelled, which of course it doesn’t. As for the $800, that could be balance owed on a phone. The military cancel does not guarantee whatever is owed on the phone won’t be due.
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MicCheck
ACE - Expert
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13.4K Messages
1 year ago
The site does say
I'm not sure what additional criteria you'd have to meet for them to say "you may be able."
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