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Mcueva's profile

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Saturday, September 16th, 2023 2:57 AM

Phone line was deactivated

I purchased 3 lines and 3 phones from ATT.On 08/28/23 I called AT&T to alert them that one of my phones never arrived and they put in a request to deactivate the phone as lost/stolen.  The very next day my neighbor gave me a package that was left on thier porch, it was the phone. I called AT&T and asked them to cancel the deactivation as the phone was found.  A few weeks later the phone was deactivated. I call and they reactivate it. This happened a second time a few  week later, but this time I spoke to a supervisor who promised me she fixed the issue and this would not happen again. It happened today for a third time but now the line and phone are no longer visible on my AT&T app. I called and spent an hour on hold waiting for a supervisor and then I had to wait all day for a callback. They never called me. I am paying for a service that I can't even use.  This is so frustrating. AT&T NEEDS TO DO BETTER! 

ACE - Sage


113.6K Messages

3 months ago

Here's what happened, AT&T reported the phone as lost or stolen to their insurance company. Despite asking the insurance company to remove it from the lost or stolen, they aren't going to because they've paid at&t's claim.   

My advice in cases like yours from the beginning is return the phone to AT&T and ask them to replace it with a new phone that is not blacklisted.  This is what should have happened as soon as your neighbor found your package and gave it to you.

So call AT&T and ask for the loyalty department or use the keyword 'cancel' when you get the automated phone tree. The loyalty department can fix things other departments cannot. Let them know what's happened and that you're aware that they probably cannot remove the phone from the blacklist and that you want it replaced.  

They are in all likelihood going to want you to ship the blacklisted phone back to them. When you do so please make sure you save your tracking slip which you will get as a receipt from the post office when you hand your package over the counter and they scan it in. Treat that counter receipt like it were a stack of $100 bills and put it in a safe place.  

Community Support


225.8K Messages

3 months ago

Hello @Mcueva, thank you for reaching out to AT&T Community Forums. We're here to address your concern.


We know that this is something very important to you. We'll help to get this sorted. 


Thank you @formerlyknownas for proactivity respond. As mentioned by @formerlyknownas please contact the loyalty department, who will get the deactivation of your line and device cancelled. 


Please call our Customer Care Team at 800-331-0500. They are available between 8 a.m. 9 p.m. local time on all days.


Please let get back to us if you have any questions.


Thank you,

Mike, AT&T Community Specialist

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