Enterprise and Government Reference Guide
Jul. 5, 2013

Cancel, Disconnect, or Suspend Service

Suspending Service

 

Suspending a line of wireless service renders the phone inoperable for placing or receiving calls. Although inoperable, the wireless number is still kept in a state where you can restore service to it, but only for a limited time. Ask your AT&T representative for the rules pertaining to each particular situation (lost phone, stolen phone, military leave, etc.).

 

Authorized Order Placers may contact the AOP line on behalf of their Corporate Responsibility Users:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern

 

Corporate Responsibility Users and Individual Responsibility Users may contact the Business Customer Services line:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Note: Premier does support suspending service for lost/stolen devices.

 

Reactivating from Suspend

 

Authorized Order Placers may contact the AOP line on behalf of their Corporate Responsibility Users:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern

 

Reinstating a line from being suspended resumes the service. Voluntary reinstatement includes being placed back on an appropriate monthly service plan. Reinstatement for lines that were involuntarily suspended may include a reinstatement fee. Some involuntarily suspended lines may be reinstated only upon our receipt and posting of a payment, as arranged with the Receivables Department.

 

Corporate Responsibility Users and Individual Responsibility Users may contact the Customer Services line:

 

1-800-331-0500

24 hours a day, 7 days a week

 

Note: Premier does support reinstating service for lost/stolen devices.

 

Disconnecting Service

 

Disconnecting service renders the phone inoperable for placing or receiving calls. The wireless number will eventually be recycled to another wireless user. Ask your AT&T representative for the rules pertaining to a particular situation (buyer's remorse, military leave, etc.) If you have agreed to a one- or two-year service commitment, you have 14 days (30 days for Corporate Responsibility Users under an AT&T business agreement) after purchase (or shipping date, if equipment is shipped) to cancel your service without incurring an Early Termination Fee (ETF), however a restocking fee may apply. After the applicable service cancellation period, the ETF is either: (a) $325 minus $10 for each full month of your Service Commitment that you complete; or (b) $150 minus $4 for each full month of your Service Commitment that you complete. To determine whether your Equipment has a $325 ETF or a $150 ETF, check att.com/equipmentETF. To disconnect service, Authorized Order Placers may call the AOP line:

 

1-800-999-5445

Monday through Friday, 8:00 a.m. to 8:30 p.m. Eastern

 

Corporate Responsibility Users and Individual Responsibility Users may call the Business Customer Services line: 1-800-331-0500

24 hours a day, 7 days a week

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