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Thread: Account Disconnected

  1. #1
    Join Date
    Apr 2005
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    AT&T GoPhone
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    Account Disconnected

    AT&T just closed my prepaid account. This sunset has been a mess. AT&T upgraded my phone to a Motorola one 5G Ace in July 2021. I continued to get text messages about upgrade and phone being cut off. I called customer service 4 times and went into the ATT store 3 times. Every time they said things were fine. The last time I went end they said they were going to disconnect my account on May 4th (the day before my prepaid renewed). My last visit to the AT&T store was after that receiving that text message. May 4th comes and goes they process my autopay. Not today after customer service is closed they disconnect my account. When I try to log into myprepaid I get Error!
    The account has been disconnected. Please contact Customer Service. So, now tomorrow I need to try and get my service reconnected and hope the didn't lose my phone number I've had for over a decade.

  2. #2
    Join Date
    Mar 2017
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    Can you file some kind of grievance with the FCC? Maybe that alone will keep your phone number tied to your closed account. At key for a short time.

  3. #3
    Join Date
    Apr 2005
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    Thanks for the idea. When I was in the store a couple of weeks ago they said they kept the number for a couple of week. But if it doesn't get fixed today I'll try that.

  4. #4
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    Please let us know how it goes, ohdes. Good luck!

  5. #5
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    Quote Originally Posted by ohdes View Post
    Thanks for the idea. When I was in the store a couple of weeks ago they said they kept the number for a couple of week. But if it doesn't get fixed today I'll try that.
    If this happened to someone close to me, I'd file an FCC complaint *even if* it got fixed.

    AT&T has caused you a ton of grief and inconvenience, and made you incur very high transaction costs. You should ask AT&T to make up to you for all the trouble they have caused you. Filing the complaint is pretty easy, you can use either of the two forms (links below) on FCC's site.

    Complaint about Phone: https://consumercomplaints.fcc.gov/h..._form_id=39744
    Complaint about Internet: https://consumercomplaints.fcc.gov/h..._form_id=38824

    Best of luck to you.
    You can activate new service on Tracfone and get $80 by using my referral code (you get 8,000 rewards points - that's $80 in service or a brand new phone!)
    You can sign up for Red Pocket and get $25 off your monthly-plan order using my referral code. Feel free to PM me for the codes. Thank you!

  6. #6
    Join Date
    Apr 2005
    Posts
    121
    Carrier(s)
    AT&T GoPhone
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    It took over 2 hours but I'm back in business. I tried calling customer service at lunch and never got through to any one before I needed to get back to work. After work I went to the AT&T store and they went through everything they could think of. For example, the phone is on the list, the software is updated etc. They ended up calling customer retention and they got me account back.

    Then on the way home, I noticed MyPrepaid said payment was due now. So, I had to call customer service again and they credited my account for the $30 to pay for the month (that I had paid on the 4th). I did find out, they will keep your account and phone number in the system for 60 days and you get keep your phone number during that time.

  7. #7
    Join Date
    Jan 2009
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    59
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    LGV10
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  8. #8
    Join Date
    Jan 2009
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    44
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    When I found out that AT&T decided that my phone would no longer work after Feb 2022, I decided to purchase on Black Friday two phones that AT&T sells in their stores Samsung S21 5G but with 256GB. Never had a problem since the switch.

    I do agree that the CS can be problematic as I also experienced difficulties when talking to them as most of the time the CS rep needs to be educated on their policies and products. But for the future if I again need to upgrade, I will purchase a phone that is offered in their store and use the online method to change the IMEI attached to the account.

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