how to cancel my at&t internet

Posted on: 16 Oct 2023

Key Points

Cancellation Process: To cancel AT&T internet, you typically need to contact customer service by phone (1-800-288-2020) or visit an AT&T retail store, as online cancellation is limited to certain DSL plans.
Account Owner Requirement: Only the account owner can cancel the service, so ensure you have the necessary account details ready.
Potential Fees: You may face early termination fees (ETFs) if canceling after 14 days with a contract, and equipment return fees ($75–$200) if leased equipment isn’t returned within 21 days.
No Prorated Refunds: AT&T does not offer refunds for unused portions of the billing cycle, so plan your cancellation timing carefully.
Equipment Return: Return leased equipment promptly to avoid additional charges, either in-store or via a prepaid shipping label.

Overview

Canceling your AT&T internet service can seem challenging due to the need to navigate customer service and potential fees. However, with proper preparation, you can complete the process efficiently. This guide provides a clear, step-by-step approach to canceling your AT&T internet service, addressing common concerns like early termination fees, equipment returns, and what to expect after cancellation. It also offers tips to avoid pitfalls and explores alternative internet providers if you're switching services.

Steps to Cancel AT&T Internet

Step 1: Review Your Contract and Billing Cycle

Before canceling, check your service agreement to understand any contractual obligations. AT&T allows cancellation without an Early Termination Fee (ETF) within 14 days of activation. Beyond this period, if you're under a contract, you may incur an ETF, which can be up to $360 for bundled plans (TV or landline) or around $160 for a 12-month internet-only contract, depending on the remaining term.

Billing Cycle Consideration: AT&T bills monthly in advance, and since January 14, 2019, they no longer offer prorated refunds. If you cancel mid-cycle, you'll pay for the full month, even if you stop using the service early. Timing your cancellation near the end of your billing cycle can minimize costs.

Step 2: Gather Necessary Information

To streamline the cancellation process, have the following details ready:

Account Number: Found on your bill or by logging into your AT&T account at att.com/myatt.
Personal Identification Number (PIN): Available on your bill or in your online account settings.
Billing Address and Last Four Digits of Social Security Number: These may be required for verification.
Reason for Cancellation: While not mandatory, having a reason (e.g., moving, switching providers) can help the conversation with customer service.

Log into your AT&T account online to retrieve this information before contacting customer service.

Step 3: Contact AT&T Customer Service

AT&T requires most cancellations to be handled by phone or in person, with online cancellation limited to specific DSL plans. Only the account owner can initiate cancellation, so ensure they make the call or visit the store.

By Phone: Call 1-800-288-2020 during normal business hours (Monday–Friday, typically 8 AM–7 PM local time). Be prepared for potential long hold times, as reported by users on forums like Reddit. Clearly state, “I want to cancel my internet service,” to avoid being redirected to retention offers. Customer service may offer discounts or promotions to keep you; politely decline if you're set on canceling.
In Person: Visit an AT&T retail store (find locations at att.com/stores). Bring your account details and any leased equipment to return during the visit. This can save time and ensure immediate equipment return.
Online (DSL Only): If you have a DSL plan, you may cancel online at att.com/myatt. Log in, navigate to the account management section, and follow the prompts to request cancellation. Ensure no outstanding balances exist before attempting this.

Step 4: Return Leased Equipment

If you leased equipment like a modem, router, or Wi-Fi gateway, you must return it within 21 days of cancellation to avoid fees ranging from $75 to $200 per item. AT&T typically provides a prepaid shipping label for mailed returns.

In-Store Return: Bring equipment to an AT&T retail store for immediate processing. Get a receipt to confirm the return.
Mail Return: Request a prepaid shipping label during your cancellation call or at an AT&T store. Package the equipment securely, ensuring it’s in good condition to avoid repair or replacement fees. Use a trackable shipping method and keep the tracking number.
Condition Check: Inspect equipment for damage before returning. Damaged items may incur additional charges.

Step 5: Confirm Cancellation

After requesting cancellation, verify that your service has been terminated. AT&T should provide a confirmation number or email. If you don’t receive one, contact customer service again to confirm.

Check Your Final Bill: The final bill will include any outstanding charges, such as ETFs or unpaid service fees. Review it carefully to ensure accuracy.
Monitor Your Account: Log into your AT&T account periodically to confirm no further charges are applied. If you have an AT&T email account, note that it remains active for 30–60 days after cancellation before you can delete it.

Step 6: Explore Alternative Providers

If you're canceling due to a move or dissatisfaction, research other internet service providers (ISPs) in your area. Providers like T-Mobile, Verizon, or local options like Visible or Mint Mobile may offer competitive plans. Use comparison sites like Allconnect.com to find deals. For example, T-Mobile’s 5G home internet has been noted for its competitive pricing and features, as mentioned in recent articles.

Common Challenges and Solutions

Canceling AT&T internet can come with hurdles, but these can be managed with preparation:

Long Hold Times: Users report wait times exceeding an hour when calling 1-800-288-2020. To reduce wait times, call early in the morning or late in the evening during weekdays.
Retention Offers: AT&T’s retention system may push discounts or plan changes. If you’re firm on canceling, politely decline and restate your intent to cancel.
Equipment Return Issues: Failing to return equipment within 21 days can lead to costly fees. Request a shipping label immediately and track the return package.
Billing Errors: Some users, like one on Reddit, reported being charged after requesting cancellation due to unprocessed requests. Double-check with customer service and keep records of all interactions.

Tips for a Smooth Cancellation

Call During Business Hours: Requests made outside regular hours (e.g., weekends or holidays) are processed the next business day, potentially delaying cancellation.
Be Firm and Clear: State your intent to cancel upfront to avoid lengthy retention conversations.
Document Everything: Save confirmation numbers, emails, and receipts for equipment returns to resolve disputes if they arise.
Check for Outstanding Balances: Pay any overdue bills before canceling to avoid complications.
Consider Transferring Service: If moving, check if AT&T is available at your new address by calling 1-800-288-2020. Transfers often waive activation fees, unlike new setups.

Alternative Internet Providers

If you’re canceling to switch providers, consider these options based on recent market insights:

T-Mobile: Known for competitive 5G home internet plans, T-Mobile offers unlimited data and no contracts in many areas, as noted in Android Authority articles.
Verizon: Offers fiber and 5G home internet with reliable speeds, often competing with AT&T on network quality.
Mint Mobile: Provides affordable prepaid plans, ideal for those seeking budget-friendly options.
Local ISPs: Depending on your area, local providers may offer fiber or cable internet with better pricing or customer service.

Use Allconnect.com to compare plans by entering your zip code. This can help you find a provider that suits your needs, whether you prioritize speed, cost, or contract flexibility.

FAQ Section

Q1: Can I cancel my AT&T internet service online?

A1: For most plans, no. You must cancel by phone (1-800-288-2020) or in person at an AT&T store. However, some DSL customers may cancel online via att.com/myatt.

Q2: Will I get a refund if I cancel mid-billing cycle?

A2: No, AT&T does not offer prorated refunds since January 14, 2019. You’ll be charged for the full billing cycle, even if you cancel early.

Q3: What happens if I don’t return my leased equipment?

A3: You’ll face a replacement fee of $75–$200 per item if equipment isn’t returned within 21 days. Ensure you return it in good condition to avoid extra charges.

Q4: How long does it take for AT&T to process a cancellation?

A4: Cancellation is typically processed immediately, but it may take up to 24 hours for the service to be fully disconnected. Wi-Fi may remain active briefly, as noted in a Quora post.

Q5: Can I transfer my AT&T internet service to a new address?

A5: Yes, if AT&T service is available at your new address. Call 1-800-288-2020 to request a transfer, which may waive activation fees.

Q6: What is the Early Termination Fee (ETF) for AT&T internet?

A6: ETFs vary by plan and contract length. For internet-only plans, it’s often around $160 for a 12-month contract, but bundled plans can reach $360. Check your agreement for specifics.

Q7: Can I cancel my AT&T internet if I have a bundle with TV or phone?

A7: Yes, but canceling one service may affect the pricing of remaining services in the bundle. You may also face an ETF if under contract.

Q8: What should I do if I’m having trouble canceling my service?

A8: Escalate to a supervisor during your call or contact AT&T’s executive customer service. You can also file a complaint with the FCC at fcc.gov if issues persist.

Q9: How can I avoid early termination fees?

A9: Cancel within 14 days of activation or wait until your contract expires. If moving, transferring service to a new address may avoid ETFs.

Q10: Will canceling my AT&T internet affect my AT&T wireless service?

A10: No, internet and wireless services are separate accounts. However, if bundled, your wireless rates may increase after canceling internet.

Conclusion

Canceling your AT&T internet service requires careful planning to avoid fees and ensure a smooth process. By reviewing your contract, gathering account details, contacting customer service, returning equipment, and confirming cancellation, you can navigate the process efficiently. If switching providers, explore alternatives like T-Mobile or Verizon using tools like Allconnect.com. With preparation and persistence, you can cancel your AT&T internet service without unnecessary stress or costs.