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Contributor

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1 Message

Wed, Oct 10, 2012 5:20 PM

AT&T canceled my phone service, after unpaid bill

Ok so, I haven't gotten a chance to pay my AT&T phone bill for the past month & a half, due to me losing my job. And so from that I owe AT&T a hefty amount. My account and service was canceled. Since now of this month I got a job and am now able to pay how much I owe AT&T, will my service and account be back on so no more problems with payment?

Responses

Accepted Solution

Official Solution

Community Support

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15.2K Messages

5 years ago

Edited Response – AT&T Mobility

 

Hi Everyone! Since the original post back in 2015, we’ve been seeing a lot of conversation around how to avoid your service being disconnected after getting behind on payments.

 

Life happens, and we’re here to help you. If you’re aware that you may not be able to pay an upcoming bill, it’s best to get in contact with us as soon as possible to make a payment arrangement. For payment arrangements, please follow this link.

 

By following the steps included in the link, you can set up or change your payments dates to best fit your situation. Often times setting up a payment arrangement proactively can prevent your account from being suspended or cancelled.

 

Option 1: 59 Days or Less since Cancellation

 

If your account has already been cancelled for 59 days or less, you can reinstate the service by paying the balance in full (less any early termination fees you have been charged as they will be credited back to your account once reinstated).

 

Some things to keep in mind:

 

  • The suspended or cancelled account must be paid in full
  • All AT&T services must be paid for and current if applicable (U-verse, DirecTV, etc…)
  • A credit check will need to be performed – To perform a credit check, you will need to go to an AT&T store or contact us via Private Message
  • Once reinstated, you should be able to retain your phone number in the majority of cases

 

Option 2: 60 Days or More since Cancellation

 

If your service has been cancelled for 60 days or longer, your phone number may not be available. You will want to start a new line of service by going to att.com or a local AT&T Retail Store.

 

-Kevin, AT&T Community Specialist

 

 

Hi there! @Eastwestern23 thank you for posting your question. 

 

If the account has been cancelled for non-payment, you can reinstate the service by paying the balance in full, less any early termination fees you have been charged within 59 days.  Once those have been paid, please contact us or go to an AT&T company store as a credit check and deposit may be required when reinstating service.

 

To locate your nearest store please go to www.att.com and select Store Locations & Appointments on the upper right of the site. From there you can enter your zip code and find your nearest store address, hours of operation and phone number.

 

Thanks!

Charise

AT&T Customer Care

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.
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*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.

Official Solution

AnnB1211

Former Employee

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65 Messages

8 years ago

If you are within 59 days of the cancellation, you may get your service reinstated and the ETF will be waived. You can pay what you owe in MRCs. A credit check may be required.

 

MicCheck

ACE - Expert

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8.6K Messages

8 years ago

It may depend. The first step after non-payment is a suspension. If you're suspended, you can make a payment and your service will be restored almost immediately.

However, after some time (usually about 10, iirc) of being suspended, the account is closed. If your account is closed, it will be more complicated. I believe they may require a deposit or other security in addition to your payment. Your best bet is to call 800-331-0500 and ask what you need to do to get service again.
Award for Community Excellence 2019 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.
DogDaddy

Scholar

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186 Messages

8 years ago

Also - although I guess now it is too late - if you are having problems that make it difficult to pay any of your bills it's good to contact the various companies and try to work something out with them, as opposed to just not paying.

If your wireless bill is past due AT&T does not know if you merely forgot to pay, if you plan to pay later, or if you have abandoned the account. Whereas if you communicate with them they at least know what your intentions are.

21stNow

Professor

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2.7K Messages

8 years ago

Also, your upgrade date may have been pushed back because of the late payment.  I'm unsure if they do this after one late payment or if it takes more than one.  I just wanted to give you a heads-up if this would cause a concern for you.

Teacher

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8 Messages

7 years ago

Hey DogDaddy,

Nice assistance with the previous topic. However, I'd like to add something. Even though you may call AT&T about your intentions of paying a bill or to work out arrangements they may just shut your service off and cancel your account like they have done to me. I've been a customer of theirs for a decade and they seem to be more strict about shutting off your service soon, cancelling your account, and charging you a ton of outrageous charges when all you want to do is get an explanation of why they did what they did. Calling them and keeping them abreast of your situation DOESN'T matter to them one bit. I've been pretty good about that and even though NO one told me that this may happen, they went ahead and did it anyway. Now no one can tell me All the charges against me or help me resolve this issue. Great, huh?
I thought you should know.

Thanks.
ATTDmitriyCM

Community Manager

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9.1K Messages

7 years ago

Hello ferris_mueller81,

 

I'm sorry you're having billing issues, I did also see your post in another thread. AT&T makes every effort to work with their customers on making payment arrangements. Service suspensions or cancellations are account specific, we have your case assigned to one of our escalation managers that will be contacting you as soon as possible to discuss your options.

 

Thanks,

 

Dmitriy

Rethink Possible


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*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.
funmom

Tutor

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3 Messages

7 years ago

Yes and do not ever believe them, even the the ones on here. They are not account specific. ATT has a very bad track record for customer service as I have done my research. Be very aware of your customer rights. Talk to the BBB and FCC, they can advise you.

Tutor

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3 Messages

7 years ago

I have the same issue with AT&T customer service reps as well. Tried with 3 different reps to get my phone turned back on and work out a payment plan and the EXACT answer I get is "WE CAN'T DO ANYTHING UNLESS WE RECIEVE A PAYMENT TODAY". Not a single customer service rep wants to do a thing to help out. No matter when you call. Come income tax time, I'm closing my accounts with AT&T and I wont be the only one in line. Every single person in my family has AT&T. AT&T will be losing 50+ accounts come then because of their inconsiderate service reps who just have an attitude of "These are the rules. Deal." Already placed a formal complaint with the FCC as well. Must be nice to treat your LOYAL customers like that. AT&T is ignominious as a company and should be ASHAMED of the way they treat customers!

MicCheck

ACE - Expert

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8.6K Messages

7 years ago


@dagodmatha713 wrote:

I have the same issue with AT&T customer service reps as well. Tried with 3 different reps to get my phone turned back on and work out a payment plan and the EXACT answer I get is "WE CAN'T DO ANYTHING UNLESS WE RECIEVE A PAYMENT TODAY". Not a single customer service rep wants to do a thing to help out. No matter when you call. Come income tax time, I'm closing my accounts with AT&T and I wont be the only one in line. Every single person in my family has AT&T. AT&T will be losing 50+ accounts come then because of their inconsiderate service reps who just have an attitude of "These are the rules. Deal." Already placed a formal complaint with the FCC as well. Must be nice to treat your LOYAL customers like that. AT&T is ignominious as a company and should be ASHAMED of the way they treat customers!


Did you really place a formal complaint with the FCC saying "I didn't pay my bill and now AT&T won't give me service"?

 

The reps are doing exactly as they're told by management. If your service is suspended, a payment is required to have service restored. Depending on the situation, the rep may have had every desire to help you out and restore your service; however, they did not have the ability without you making a payment.

 

I know from personal experience that AT&T is more than happy to work with customers on payment arrangements before the service is suspended. That is the time to work with them. Once they've had to suspend the service to hear from you, they have every right to say "Pay before more service is rendered." Why would they work with a customer who has ignored the bill, the late payment notice, the phone calls, etc.?

Award for Community Excellence 2019 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.

Contributor

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1 Message

6 years ago

Speaking from recent experience, AT&T DOES NOT work with you. I called them before it was suspended and I was told they needed to be paid today. Don't be fool by their public relations on here. They have bad costumer service. Come tax time, I'm gone
loganic

Former Employee

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636 Messages

6 years ago

Hey Amcfarland6,

 

If it's only happeneded a few times, you might not have a good idea. AT&T has a system that's largely meant for customers to take advantage of.

 

Depending on history and credit, many accounts won't get charged a late fee for 3-4 days after the due date and not get cut off for 1-2 weeks.

If you have at least some history, then, AT&T will often work with you to set up an extension. Even the automated payment system, MyAT&T, att.com website, you can request to arrange a late payment. You can tweak it often times, if things change.

 

Once your service gets interupted, it requires a payment of just the past due amount, and any restoral fee gets applied to the next bill, instead of immediately.

 

There's a little bit more flexibility before, vs after certainly, but, there's a whole system available to help you avoid it in the first place.

-Alex

Contributor

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1 Message

6 years ago

Why is it that I'm reading a lot of negative things here and it's seems to be true.  I'm in the unites state army and I use my phone everyday. I gotten my first bill and it 2 as pretty high.  I went to the store where I bought the phones and they told me to get in contact with the customer service  and I did.  I was trying to make a payment plan and the told me that there was nothing I could do.  Even with trying to give my last 150 dollars to try to get them on I couldnt.  I understand later that if state side customers call after 5:00 you get some one from over sea's.   How is that fair?  I was told here in the states that I could do a payment plan. This is how people credit get destroyed because 9 non payment when people are trying to pay.  5 his also made me miss my rebate of 200 dollars and I have to deal with the fact of jo phone.  So please could someone tell me what to do before I just say for get it and go back to straight talk?  SSG

loganic

Former Employee

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636 Messages

6 years ago

AT&T tries to send you an email notice with an estimate on what that first bill will be, so you have time to prepare for what usually is high.

AT&T's made changes to the payment arrangment system. You often have a week or more after the due date without needing any special arrangment.

 

If it's possible, the website is one of the main ways to get an extension.

This walks you through the step by step: www.att.com/esupport/article.jsp?sid=KB404857

Making partial payments early makes very little difference, since the system is based on how many days late you are.

-Alex

Drs0921

Tutor

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4 Messages

6 years ago

I feel your pain. I've complainted about this today because it been going this year I'm tried of it just like you are