My at&t prepaid account disconnected today but I just added money this sunday

Welcome to the club. We're still waiting on an answer to that question. Exact same thing happened to me today, too.

ATT, if we go buy a new phone and switch out sim card into it, can our service be restored? Are our numbers lost?

I saw a few answers from ATT earlier that said that they could help restore the number. Counting on them

Same thing happened to me too

Hey there Srikumar, let's get you the information you need regarding the 3G shutdown. 

At this time we are unable to guarantee that you will be able to get your number back. You can visit one of our AT&T Retail Stores to see if your number is available.

We’ve phased out our 3G network as of February 22, 2022. We’re making make room for an even better network. 

• Devices Working on ATT Network. It’s important to check the device model numbers to make sure it’s still supported since the 3G network shutdown. This includes iPads, tablets, and wearables. (The phone may be on the list, but is not guaranteed to work unless it is an AT&T device.)

Talk and data services will only work for AT&T Wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how you can replace your device:

• Upgrade your device online
• Make an appointment at one of our stores
• Swap to a different compatible device

Talk and data services will only work for AT&T PREPAID wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

1. Visit one of our stores to get a new phone.
2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
3. Sign in to your AT&T prepaid account.
4. Select My Device, then Update Device.
5. Follow the prompts to update your IMEI or SIM card number.

Please let us know if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums.

Lorie, AT&T Community Specialist

Hello, 

This happened to me too, my service was cancelled automatically last night. I am not able call customer service since I no longer have a phone number. Is there a chat service that I can use to understand what is happening?

I am not sure if my phone is 3G or 4G. I had received text messages from ATT regarding some shutdown but it wasn't a formal communication so I thought it was one more spam and disregarded them. I really need to solve this issue ASAP since I can't go another day without a phone line.

Please let me know how I can contact you.

Thanks!

@Nicolas81 Why do you think the OP has an international device? I see no mention of any specific device.

@Graydaze The most likely reason your prepaid was suddenly disconnectedis you are using an unsupported phone that needed to be replaced. Apparently May 2 was the deadline for replacing phones that needed to be replaced. You should have been warned but apparently many customers weren’t. The forum is full of similar posts this morning, you aren’t alone. I have no idea how or if you can get your number back. ATT has a big mess to deal with.

@sandblaster 

I appreciate your response. 

I don't. 

I don't know what device the OP has, I only mention international devices because that's what I've dealt with. 

Their issue may have nothing to do with international devices... but until they say what device they have... I don't know. 

I mention my experience so that the OP knows that I have dealt with devices that At&t claims are not compatible. 

Unfortunately, that's about as far as my knowledge goes, so they and I, rely on you... as well as others here, with more expertise, for answers and help. 

Hello Graydaze, let's see if we can get your number back and your account activated again. 

May 2nd will be the start of accounts being cancelled that have not upgraded their non-VoLTE device to a supported one on the AT&T network. It would be best to visit one of our AT&T Retail Stores to see if your number is available. However, we can not guarantee that you will be able to get your number back at this time.  While at the store they can reactivate your account with your old number if it is still available. You can also make an appointment with the store to avoid long wait times, just choose your location and the store you want to visit and then schedule the time that works best for you. 

Your phone may be on our list of supported devices, but it is not guaranteed to work on our network, unless it is an AT&T phone. 

Please let us know if there is anything else we can assist you with.

Thank you for contacting AT&T Community Forums. 

Carlton, AT&T Community Specialist

I have been to 2 AT&T stores today and they told me they could not help with accounts that have been "disconnected" and so I called support (with neverending hold times!) and they told me I need to go into a store. This is unbelievable. I don't know what to do. 

Hello, @GaryGaryGary77 we happy to provide information on setting up your prepaid account. 

Your previous account and number is not guaranteed to availability. Talk and data services will only work for AT&T Prepaid wireless phones and devices that support at least 4G LTE and HD Voice. Here’s how to upgrade an AT&T PREPAID device:

1. Visit one of our stores to get a new phone.
2. Place your SIM card into the new phone. (If your SIM card doesn’t fit, get a new SIM card kit from our store.)
3. Sign in to att.com/myprepaid.
4. Select My Device, then Update Device.
5. Follow the prompts to update your IMEI or SIM card number.

If your account is no longer available due to the May 2 shut down to 3g devices, you will need to start a new Prepaid account with the updated device. 

Alasani, AT&T Community Specialist 

I need my phone number. If AT&T doesn't want me as a customer, ok, but my phone number needs to come with me. And I need a refund of the rest of my prepaid balance. How can I get my number ported to another carrier? And how can I get a refund of my owed monies?

There are a few ways to contact our Prepaid customer service for assistance with your account @GaryGaryGary77

You are able to make an appointment at a retail store Or Dial 611 from your AT&T mobile phone to speak to a representative in regard to refunds and or to manage you phone number. 

For the port out process, you will reach out to the carrier you are wanting to port your number out to and provide your Prepaid account number.

• To get your  AT&T PREPAID account  number, you'll need to call us at 800.901. 9878 (611 from your  AT&T wireless  phone) and provide this information to the receiving carrier. 

Thank you for contacting AT&T Community Forums.

Alasani, AT&T Community Specialist 

@ATTHelp Your responses are really embarrassing today. You know or should know a disconnected number can’t be ported. 

Something is going on ... there is currently no way to contact AT&T prepaid (website is down and their phone support is down) and they aren't saying anything about the rash of account cancelations like this. 

Okay thanks.

I guess I’m limited to what can be done from here, in the UK.

Can’t go to a phone store....

Thanks for your help.

same issue here  I have 3 lines all paid under 1 account.    and yet 1 line canceled and removed and they cant figure out why  and of course its my line and I use it for work.

I have proof of payment and the text from them showing paid.  

I was told its a "service issue" and call back in 2 hours because they cant call me  cant even use 611  so I'm calling back now from a work phone been on hold for 35 min and still no answer. 

service issue does not cancel my account  so is there a server issue.   remember last year ATT was hacked.   so who knows. 

update just got off the phone for the for the second time today  nothing  same answer my line was disconnected and there are lots of people with that today apparently.  second customer service rep  said up to 24 hours to restore service and then have to go through the account linking process.  

What phone were you using.

I was checking my voice messages from the UK...

On my UK phone.

I think they cancelled 3G...

But accepted my annual payment just prior to this...

My prepaid US phone sim was for an older LG flip (2016).

Do you know of a good service that provides virtual US numbers for UK access?

Same issue. Fully paid account was closed with no reason given. And there is currently no way to contact support. 

Yep.  Will keep trying.

Thanks again.

The only reason AT&T would have closed your account in May is because you don't have a compatible phone and 3-g has been turned off, so your phone won't work with AT& T anymore anyway.

   If you got this email you should have gotten the email 2 months ago telling you to upgrade your phone or service would be cancelled

Hi, thanks for the explanation. My phone isn't on AT&T's list of approved devices, so that makes sense.

https://www.att.com/idpassets/images/support/pdf/Devices-Working-on-ATT-Network.pdf

However, I didn't receive any email about it from AT&T (I double checked my email inbox), so I still feel it's unfair that they closed my account without any warning!

I am a couple of months into my one year prepaid renewal. I even confirmed with them that my phone was VoLTE compatible and was told I was good to go. And then we have to try to interact with them without working phones! What an infuriating night it has been. Good luck to you!

I'm (Edited per community guidelines) for a (Edited per community guidelines) at this point...

GaryGaryGary77

Thank you very much for your post, as I have been saying, the problem it's not the phone itself.

So far the proposed solutions are: either you buy a new ATT phone and maybe you get your number back, or they will keep your balance and phone number.

GuillermoM, let's see if we can get your number back and your account activated again. 

It would be best to visit one of our AT&T Retail Stores to see if your number is available. However, we can not guarantee that you will be able to get your number back at this time.  While at the store they can reactivate your account with your old number if it is still available. You can also make an appointment with the store to avoid long wait times, just choose your location and the store you want to visit and then schedule the time that works best for you. 

Your phone may be on our list of supported devices, but it is not guaranteed to work on our network, unless it is an AT&T phone. 

Please let us know if there is anything else we can assist you with. Thank you for contacting AT&T Community Forums. 

Lorie, AT&T Community Specialist