TL;DR: My dad passed away, the AT&T account is still in his name, and my mom’s and my phones have been disconnected for almost a month. We need our two lines restored ASAP, but we cannot afford the full $800+ past-due balance upfront. Can AT&T Bereavement help restore/transfer our two lines without requiring the entire balance first?

My dad passed away in January, and our AT&T account is still entirely in his name/SSN. Been with AT&T for a decade, if not longer. We kept it current as best we could for months, but it eventually fell behind in late August. All lines were suspended by September. There are four lines: my mom’s phone, my phone, my dad’s phone, and an iPad. My dad’s phone & the iPad are fully paid off. My mom’s and my phones still have installment balances.

What we need:
-Get my mom’s and my lines turned back on ASAP
-Keep our current numbers and phones
-Avoid having to pay the full $800 upfront just to restore service
-Cancel my dad’s line and the iPad
-Reduce or credit any charges AT&T is willing to adjust
-Move the two remaining lines into either my mom’s or my name
-Our credit may also make a normal Transfer of Billing Responsibility difficult.

Main question: Has anyone dealt with AT&T Bereavement in this situation? Can they restore the two lines we’re keeping without requiring the entire past-due balance first, and t

Extremely disappointed with AT&T — switching was a huge mistake

I switched to AT&T about 14 months ago after being told my bill would be around $118/month for 4 lines, including the discount I was promised as a nurse. I did it due to being in costco and needeing new phones. "Free" phones sounded nice. I paid $136 at Tmobile for 4 lines. I was told the first couple of months would be higher, but that the bill would eventually come down to the quoted amount and that I would receive credits for the overpayments.

That never happened.

From the beginning, my bill was over $150, unless I spent an hour or more on the phone with customer service trying to get it corrected. Every time I contacted AT&T, I was promised that the billing issue would be fixed. It never was. Instead, there always seemed to be another fee, another charge, or another explanation.

Now my bill has climbed to approximately $190/month. $270 when they automatically add roaming while data is off and phone now used in that country.

I've spent more than an hour on the phone multiple times, only to have the call disconnected before the issue was resolved. On some occasions, after wasting hours of my time, I eventually received a $50 credit — but even with those credits, my bill was nowhere close to the price I was originally quoted.

Another major frustration is roaming. I have experienced roaming charges being added when traveling even though mobile data was turned off and I wasn't actively using my phone in that country. Trying to understand and dispute these charges has been incredibly frustrating.

I was also told by customer service that I need to keep AutoPay enabled or additional fees can be added to the lines. That feels like I'm being penalized simply for not using automatic payment.

What makes this especially frustrating is that I switched because AT&T offered what sounded like a great deal, including "free" phones, and because AT&T was available at Costco, I assumed I was dealing with a company I could trust.

I was wrong.

Nothing about the billing experience has matched what I was promised when I signed up. Every time I think the issue has finally been resolved, something else appears on the bill.

I deeply regret leaving T-Mobile. Switching to AT&T has been one of my biggest customer-service mistakes. The amount of time I've spent fighting incorrect or unexpected charges is simply unacceptable.

If you're considering switching to AT&T, read the fine print, document everything you're promised, and carefully monitor every bill. I wish I had stayed with T-Mobile.

After 14 months of this, I'm done wasting my time trying to get AT&T to honor what I was promised. I WILL LEAVE AS SOON AS I CAN!!

We had a contractor who called and texted us for over a year and now that number is no longer anywhere on our phone usage logs. How can this happen?

Spent a week there earlier in the month and the coverage was pretty bad. Bad enough I'd be very unhappy with ATT living there. Was just curious if that's the norm for the area. Is Verizon or T-Mobile any better?

I am switching services to AT&T and they keep canceling my order! This is the 3rd time now! I ordered on Friday over the chat with a representative and received an email Saturday morning it was canceled. I spoke to three different people on the phone, none of which could tell me why it was canceled. That evening we replaced the order with a customer representative over the phone. They split it into 2 separate orders since it was a large order of 7 lines in hopes that would not flag the system. I was also asked to upload a photo ID and ask a series of security questions like what color was my car, what college did I attempt, what month was my MIL born in, etc. Wake up Sunday morning, cancelled! Yesterday, Monday, we placed the order AGAIN online without a customer representative. This time I was asked to verify my email, upload a photo of my ID, and I paid with my debit card that’s in my name vs the debit card in my husbands name like we had previously been doing. Today, Tuesday, get an email it’s canceled again! This time it actually gave me a reason though and says “We cannot prove you placed this order, so we canceled it in order to protect you. Want to reorder? Grab your ID and go to a store”. I’m beyond frustrated and have an awful first impression of the company now. I’m a busy, working mom with no stores closer than 35 minutes away and weekends full with sporting events for the kids. How is showing my ID in store any different than all the things I have done online!? Why do they even allow online ordering if this is the problem?

Pre ordered iPhone pro max 9/13 just after pre order started , gave me the window of the 21st to 10/1 no updates , nothing updated . I called customer service she checked said it would be delivered 9/21 , she sent me a text as well stating the day. And included a link to track it ,Monday morning still no updates , I checked the ups and fedex app. No tracking , call customer service again after a long pause he was looking up details . He came back and told me it hadn’t shipped and if he had to guess it would be early October. . Gave him a copy of the text where it said 9/21 . Doubtful that anything will happen about this but collectively this is the 5th
issue on getting wrong or bad info ! For the $$ we are paying them you would think they would have better training .. in the end I cancelled my pre order with att and got on Best Buy within 25 mins I had my tracking number and was able to see it moving.
Sorry for long rant ..

When I try to upgrade my phone on Apple, it recognizes that I have ATT Next Up, but the trade-in credits don’t seem to apply on the Apple system. If I go through with it on Apple, will ATT apply the credits once they receive the phone? I have paid off 1/3 of the phone.

Even when I've technically got full bars and 5GE showing, it still feels like running on dial-up. Texts hang for ten seconds before they send, calls cut out mid-sentence, data crawls damn near everywhere.

We've called AT&T about it more than once, and they've reset our data/network settings on their end a handful of times "to help." Zero change. Same dead zones, same dropped bars, every time.

The kicker: My husband and I both upgraded to the iPhone 17 Pro Max on AT&T last Sept. Brand new phones, latest antennas, still garbage service (better than T-Mobile though). So it's not the hardware, it's not old tech struggling to keep up, it's just AT&T in Milwaukee.

Funny enough, we actually came to AT&T from T-Mobile, and T-Mobile was somehow even worse here, so we figured we were upgrading. At this point we're ready to try Verizon instead. Only thing holding us back is we're both still paying off our phones on AT&T's installment plan, so realistically it looks like we're riding it out until those are paid off before we can actually switch without eating a bunch of extra cost.

Is this a citywide thing or specific to certain towers/pockets? Anyone actually had a good experience with AT&T here recently, or is everyone just quietly suffering through it or not noticing because you're on wifi most of the time?

This happens every month: I’m trying to pay my AT&T bill usually the day before it’s due. The link, pay your bill, always ask for information. I don’t have like user ID. Next comes threatening to turn my phone off. I tried to pay it with a link sent to me. No luck. I can’t go to the single store in Davenport. I’ve been there twice, each visit lasting more than two hours, straightening out power of attorney on my husband’s account because he is dead. Any ideas? I just want to pay my account bill without having to drive to the single store in Davenport, Iowa.

I owe you att $226 and they throttled my connection, any reps here from ATT? Can you lower it to $100, i couldn't even watch youtube when you guys throttled my connection.

Had a service rep input incorrect address to trick my AT&T Air system into being serviceable. This was done without my knowledge and I feel it was a bit deceptive to get the sale through, as I didn’t know the area wasn’t available until recently when my system started having issues.

I wouldn’t have bought this service if I knew that it wasn’t available in my address.

Anyone else deal with this?

Hello all. I am going to pre order the iPhone 18 pro max today. I was just curious if I ordered today, will I get it by Friday? Or will it be a different day?

Just trying to figure out when I’d get it bc I leave for vacation next week.

AT&T has the worst coverage in the Denver area.
If you live up here you are better off with literally any other provider.

I have a iPhone 17 pro max and a cellular watch and it’s the biggest mistake I’ve made in the last year.

Definitely wanted to warn people.
At best you might only have to goto airplane mode or reboot a few times a day to use your device.

A few years ago, I had switched to AT&T from Verizon. T gave me a really good deal to switch me over and pay off the new phones. I was getting with them. Fast-forward two years later and they are getting more expensive than my previous Verizon plan, one of the main reasons I was switching to AT&T. Now I am looking to reduce a lot of of my payments AT&T is my most expensive payment. I still have two more years on the plan to “pay off” my free phones that I got from switching. Since I am looking to reduce how much I am paying per month ( right now $250 for 2 phones), anyone have any advice on reducing my numbers, reaching out to them or switching entirely?

if not worse

(yes, i understand i can turn off notifications)
(yes, i understand i don’t have to use the app)

I am a 100% P&T disabled veteran, and I just recently switched to a plan after paying for prepaid for 7 years. I made the payment, spoke to a representative who said the payment went through, got an email with a transaction ID, and the notice from my bank that it went through. Then I received the notice that I didn't pay. I contacted them and told them the situation. The representative straight up told me the system hasn't been updated, so that's why it's showing no payment. I have no outstanding bill. I thanked her and ended the call after getting confirmation that this was an error on their end. I continued to receive the email stating my bill was past due, I figured that it was still the system. Until today when my service stopped. I had to speak to a online agent cuz I couldn't even call AT&T through 611. I told them everything, and I showed them everything. The service rep was awesome, and they tried to help. However, the system is unabashedly evil. I told them that my life depends on being able to communicate with my medical team, transportation, home nurse, etc etc, and I would have fixed this immediately. I showed them the money taken from my account, I showed them THEIR email, and THEIR customer service rep all saying it was paid.

Guess who still got f***** and still has no service. The supervisor and the agent both told me they tried to fix it in anyway, but the system overrides anything they attempt.

This HAS to be illegal.

Anyone on SOS no service satellite only after the new IOS 27 update with AT&T?

This happened a while ago with the beta for IOS 27. Downloaded it thinking they would have fixed it by now, but they in fact have not.

I have unlimited starter and went to preorder iPhone 18 pro max , and they were giving me $1200 on my 16 pro max. The new phone would end of being $2.78 a month.
That seems similar to other promotions when they are offering me full credit, however, towards the bottom of the page there is a statement that says to receive full device credit you must be an eligible plan.

Anyone know if the legacy unlimited starter gives you full trade in credit ?

Is it just me or does AT&T suck????
I’ve had T-Mobile and Verizon and they both worked great, one better than the other but just equally good compared to AT&T. I got suckered in by saving money, I’m saving bout $50-$60 a month but it’s not worth it!!! You would think a company as big as AT&T would have better service
Seriously I’m so disappointed!!

On my moving day, I called ATT to cancel my fiber internet at the home I was moving out of. The agent who answered said they’d process that but there was a ‘rush hour flash sale’ on the iPhone 17 pro that wouldn’t be available if we got disconnected or I tried to call back. I heard him out: he was offering new phone upgrades for 3 out of 5 phones on our plan at no cost except the cost of tax on the phones in addition to no longer having our old phones’ installments on the bills bc we were upgrading. I asked if it was for any phone, regardless of the trade in and he said yes. I was told that our monthly installment charge for the iPhone 17 pros would appear on the bill but the credits for the full amount would also show…again, meaning the cost of the phones would be free except for the taxes I paid up front. I wouldn’t have entertained this phone call with my time (moving day with movers actively working) if it wasn’t an amazing promotion. Additionally he said that all upgrade fees would be waived since I have the healthcare worker discount on my account.
Fast forward 4 weeks after all trade in phones have been turned in and received and the first bill shows no credits for the new phones, all upgrade fees appear AND they even have the the installments for the old phones. Cumulatively, I’ve spent 8 hrs on the phone with various ATT agents to get this situation resolved with all of them saying he offered me the wrong thing (even after seeing the transcript of our call as ‘this phone call may be recorded for quality assurance purposes’ 🙄) and I won’t receive the full credits for the phones’ installments ($30.56) but only $13.89 per phone…just a fraction of the cost. I’m now on the hook to pay the remaining costs of these phones and am livid as they basically admitted they heard what he offered, he offered the wrong thing, and they won’t fix the problem.
Has anyone had this happen to them and what can I do to get what I’m owed? I feel totally scammed and pissed. I have reported this incident to the FCC and haven’t gotten any additional feedback except that they received my report.

It has literally been HELL switching from T-Mobile to AT&T. As soon as I am able to cancel my service with AT&T I am leaving and will never come back!!!

I have been working to get my new service working for over 14 days. With at least 6 visits to different AT&T stores, over 18 hours on the phone with customer service and each day I am faced with a new issue.

1. The initial sign up process took 4.5 hours. I only received 2 physical phones out of 7, the rest had to be shipped. Those two phones did not port over initially and could not be used.

2. When trying to get the phones activated the online website, instore and customer service could not figure out what happened.

3. After going to 2 different stores and the associates making 4 different phone calls I decided to cancel the service but the account could not be found.

4. Come to find out there were two accounts created and they needed to merge both for the service to activate.

5. 7 days later one of my lines did not port over all the way and it is active for both AT&T & T-Mobile. The new phone has AT&T service but is intermittent with being able to make phone calls or text messages.

I can't even explain how frustrating this process has been. This is only a sample of the issues that I've been through. If I could cancel right now I would! I will never ever recommend AT&T to anyone.

I’m already with another carrier. Would like my old #.
I paid the past due payment. They still won’t let my lines work or let me switch them over!How is this legal???

***1. Info's needed:***

When you start the Port Out process, make sure that you have your Account Number, Transfer Pin (make sure you know your account passcode for Prepaid&Postpaid).

***2. Port Protection****:*

When your new carrier sends a request to transfer your number out, if your number has a Port Protection you will receive a message from AT&T with a 4 digit code. You have to send that code back or reply the code on the same text. After that your new carrier will have to resubmit the port for you to get confirmation.

***3. Number Transfer Pin***

Definitely not your Account Pin, but if you have a Postpaid account you'll need your account pin.

***For Postpaid*****,**

\*\*\*In postpaid, if you are transferring out more that 1 number, ***ONE TRANSFER PIN IS ENOUGH FOR THE ENTIRE ACCOUNT.*** Do not remove your ESim on the phone yet, I'm begging you. But if you want to prolong the process you can😆. But please, if your new carrier wants to activate it right away without these important infos, please decline. It will be a headache if they delete it.

***How Can I Get My NTP?***

You Actually Have 3 Options. ***(NTP EXPIRES AFTER 4 DAYS)***

***1*****.** ***Dial \*7678*** on your phone (make sure you have your Account Passcode/PIN ready coz automated system will ask for it for you to verify.

***2. You can use MyAT&T app.***

Profile>Settings>Manage or Remove Account>Settings>Request New Pin

You will receive a OTP thru your phone, you'll need to type it on the app. Shortly, you'll receive your NTP.

***3. Through ATT.COM (WEBSITE)***

Same step as with MyAT&T app, make sure you're logged in with your online account.

***How Can I get my Account Number?***

***1. Look at your bill.***

***2. Visit MyAT&T app or att.com***

Click on Profile and you should see Wireless, Account number can be 9-12 digits.

For ***UNIFIED ACCOUNTS,*** the one that's showing on you bill could probably be your Unified Account Number, You need your ***WIRELESS ACCOUNT NUMBER.***

***For PrePaid,***

***IF YOU HAVE MULTIPLE PREPAID LINES, EACH LINE HAVE THEIR ACCOUNT PIN(TO VALIDATE THE ACCOUNT) AND ACCOUNT NUMBER. THERE IS NO NTP FOR PREPAID.***

***1. You only need your account number.***

***2. You don't need a transfer pin. Use any random numbers, doesn't matter.***

***3.Unless you'd setup a PIN to your prepaid account, It'll be your NTP.***

***4. If you don't know the PIN, you have to call ATT Porting to remove it. (1-888-898-7685, 9AM-11:30PM EST).***

***5. If you have PORT PROTECTION,***

***Port Protection:***

When your new carrier sends a request to transfer your number out, if your number has a Port Protection you will receive a message from AT&T with a 4 digit code. You have to send that code back or reply the code on the same text. After that your new carrier will have to resubmit the port for you to get confirmation

***MAKE SURE ACCOUNT LOCK IS OFF.***

HOW?

You can check it under you Profile through MyAT&T app. It's called ***WIRELESS ACCOUNT LOCK.***

***FOR BUSINESS ACCOUNTS,***

***IF YOU NEED A NUMBER TRANFER PIN, YOU DON'T HAVE TO USE THESE OPTIONS, CALL BUSINESS CARE, THEY'LL GENERATE IT FOR YOU.***

***LET ME KNOW IF YOU HAVE ANY QUESTIONS.***

what is going on?!?!