AT&T Community Forums

Do you need to suspend or restore service?

Expand all

Follow these steps to suspend your PREPAID device or service:
1. Sign in with your 10-digit wireless number and password.
2. Go to My Device > Report a Lost or Stolen Device.
3. Select Report a Lost Device or Report a Stolen Device to suspend your service.
4. Follow the prompts to suspend service on your device.

Notes:
• If you report your device stolen, it will be blocked from being used on the AT&T network.
• Suspending your PREPAID device or account will not cancel your monthly plan fees and add-ons.
Learn how to cancel any third-party subscriptions.

More info...

Do you want to cancel your wireless service and hold your phone number for when you return? If you’re an eligible service member or qualified spouse or dependent, you may have options.

Thanks to the Servicemembers Civil Relief Act (SCRA) and state laws, if eligible, you:
1. Can pay no Early Termination Fees (ETF) upon cancellation of your wireless service.
2. Can ask us to hold your number for up to 39 months, so long as you reactivate your service within that time frame.

More info...

Paid federal government employees and their families who are deployed on official business to international locations can qualify to:
• Suspend service during time out of the country.
• Suspend service for up to 999 days.
• Receive a discounted cost of $0.01 per month for each mobile number on your monthly wireless plan.
• Pay your monthly installment agreement fees, if applicable, as normal.

Heads up:
• Volunteer workers, such as Peace Corps and missionary work, are not eligible.
• Suspending service will prevent calling, texting, Web browsing, and accessing any other feature on the AT&T network other than calling 911 or AT&T at 611.

More info...

You can temporarily suspend your DIRECTV account. This is a helpful option if you’ll be vacationing for an extended period.

What to know before you suspend service:
• You must suspend the account for at least 30 days and no longer than 6 months.
• If you agreed to keep a certain level of programming to get a special offer or lower equipment price, you won’t be able to suspend your service.
• You must have no balance due on your account.
• If you only have 1 account, you can suspend it 2 times in a 12-month period. Have 2 or more accounts? You can suspend each one a maximum of 4 times in a 12-month period. If applicable, we’ll extend your service agreement for the amount of time you suspend your account. For example: Your service agreement expires in June, but then you suspend the account for 4 months. The updated service agreement now ends in October.
• We can’t extend recurring or promotional credits. For example: You signed up for a 12-month offer that gives you a $10 credit each month. You have 6 months of the offer left, but then you suspend your account for 2 months. You won’t get the credits for those 2 months. You’ll get the remaining 4 months of credits after you reinstate your account.
• If you have an active sports subscription installment payment, you’ll still owe the installments that would have been due. We’ll bill you when you reinstate your account, even if the season has ended.

More info...

What should you do if your phone or device was lost or stolen?

Expand all

You can try to use your device's built-in Global Positioning System (GPS), AT&T's locator or a third-party locator apps and add-ons. The apps or add-ons must have been activated before your device was lost or stolen.
1. Sign into the account associated with your device or app.
2. Follow the prompts to locate or call the device.

More info...

You can:
1. Lock or wipe your device using an activated AT&T or third-party app or add-on that was activated before the device was lost or stolen.
2. Suspend service and block your device from our network, if it's stolen.
3. Change your passwords for other accounts on your device.
4. Report any credit cards saved on your device as lost.

More info...

You can:
• File an insurance claim if you have a device protection plan.
• Add a line to your AT&T account.
• Bring another device you own to AT&T.
• Buy a new smartphone on an installment plan.
• Pay full price for a new phone.
• Purchase an AT&T Certified Pre-Owned phone.

More info...

Read the latest account solutions...

Accepted Solution

Official Solution

AT&T it is a LIER

I have been AT&T customer since many years ago, this month I had a problem with my money and I wouldn’t pay, so I use the option to make a payment arrangement, I got the time I need to have the money, but a week before the date of this arrangement ATT suspended all my service, he didn’t respect

Questions

•

Wireless

44

3

0

Accepted Solution

FRAUDULENT PRACTICES WITH TRADE IN

They took my trade in phones and NEVER GAVE ME CREDIT. I was fine with tmobile. Att approached me with a “special offer” bc we were internet clients. It has almost a year and never got my credit for THREE PHONES!! I am going to the news and I am going to better business bureau.

Questions

•

Wireless

30

4

0

Accepted Solution

Official Solution

Transfer service to my new iPad- old one turned in and gone

I go to cellular data settings and hit transfer service plan to new iPad that I received under warranty. It says to place iPads together. The old one was turned in last week. How do I transfer the eSIM? Thank you

Questions

•

Wireless

18

2

0

Accepted Solution

Official Solution

Spouse Died - Need to Change Account to Surviving Spouse's Name

Hello, My elderly aunt requires assistance. Her husband had an ATT mobile account/number that she has continued to use/pay for since he passed away. However, when she had an issue about a double payment - they refused to speak with her about the account because it was not in her name. &

Questions

•

Wireless

31

5

0

Accepted Solution

Phones misrepresented price

My son is on disability. His girlfriend lost her job she had the phones put in his name. They told him it was cheaper to have two extra phones. Which are still in the box. He was mislead all the way. It was suppose to be around two hundred and turned out to be three. Disability does not pay enough f

Questions

•

Wireless

22

2

0

FAST. EASY. ONLINE.

Shop the way you want

Same-day pickup

Order online and pick up safely in-store or curbside today.
Subject to availability.

Find a store

Same-day delivery

Get delivery and optional expert setup as soon as today with AT&T Right To You^SM. All free.
Select markets only. Same-day delivery subject to availability.

Learn more