The best way to cancel any of your AT&T services is to give them a call at +1 800 331 0500, or request a callback on the AT&T website.
The line is open between 7 am and 8 pm CT Monday to Friday, and 8 am to 8 pm Saturday and Sunday. Alternatively, you can visit an AT&T store, the opening times of which vary from store to store.
I’ve been researching the cancellation process at AT&T as I know how frustrating it can be to end your internet or other home services. So in this article, you’ll find everything you need to know about it, including:
- How to cancel over the phone
- How to cancel in store
- When it’s possible to cancel online
- How to cancel add-ons
- Cancellation fees
- Returning your equipment
Stay with us as we go through.
Canceling AT&T Services
There are only a couple of ways to cancel AT&T services (such as Fiber, DirecTV – previously known as Uverse, and Wireless), and they are over the phone or in-store.
You can’t do it online, and we suspect that the reason for this is that they want to try to convince you to stay. So you’re going to have to be prepared to stick to your guns!
Over the Phone
Probably the easiest way to cancel your AT&T services is over the phone. Just dial the number +1 800 331 0500. It’s a free number!
Here’s a few tips on how to do that and a word as to what to expect from your call.
#1 Skip the automated assistant
Before you start, make sure you have your personal details to hand including your account number. You’ll need these to confirm your identity within the call.
When you call, you’ll be passed through a computer assistant who will try to guide you to the right place. At the first opportunity, request to speak to the cancellation department. This should avoid you having to answer unnecessary questions from the computer.
#2 Stay true to your reason
Naturally, you’re going to have a good reason to leave. Why else would you even be thinking about it in the first place? Perhaps you no longer need the service, or maybe you’ve found a better deal elsewhere.
If it’s the latter, AT&T will likely ask you about that deal to see if they can match it or beat it. Sometimes, they’ll be able to offer you deals that they don’t offer to the rest of their costumes.
If that’s the case, it might be worth thinking about. Changing your plan with AT&T could end up being a lot less hassle than moving onto something new with another provider. Who knows? They might even be able to go one better.
Just remember that you are well within your right to cancel either way, so feel free to tell them that you’re not interested in staying around.
If you prefer, you could cut straight through all that and tell them an excuse, like you’re moving to another country!
#3 Final confirmation
After you’ve told the assistant that you’re definitely not interested in changing or upgrading your deal, it will be time to go through final cancellations.
You might need to confirm your identity at this point. So, again, make sure you have your account number etc. to hand before you get started.
Then, it’s time to put down the phone and wait for your final bill. This should be calculated pro rata depending on how far through the contract you are. If you feel like you have a disagreement with this, you can get back on the phone at the same number to discuss it.
If there were to have been any cancellation fees, they would have been mentioned to you before you confirmed the cancellation. To find out more about AT&T cancellation fees, check out our guide.
If you prefer, you can cancel your AT&T service face to face by visiting your local store. We recommend booking an appointment to do that as this might save you time. You can do that at this link.
It’s also possible to just walk in, but if the store is busy you could be waiting a while to be seen.
We also recommend preparing your reason for leaving if you try to cancel in store. It’s likely that one of the store assistants will try to convince you to stay or offer you a new deal, so be prepared to stand your ground.
By the way, it’s not possible to return your equipment to an AT&T store so you’ll still need to do that in the way we describe later on in this article.
The only AT&T services you can cancel online are Traditional Home Phone and DSL High Speed Internet.
To do this, just follow this link. Log into your account, then follow the instructions on the screen.
You might not be able to carry this out if your service is part of a bundle or a combined bill.
Canceling Add Ons
- DirecTV extra channels: To remove a premium channel or package from your DirecTV subscription, log into your account and press ‘Change Package’. Select ‘Channel add-ons’ then find the one you wish to remove. Then, press ‘Manage’ followed by ‘Remove’.
- Wireless add ons: Sign into your my AT&T account and scroll to ‘My Devices’. Choose the line you wish to cancel an add-on for, then select ‘Manage Add-Ons’. Select the one you want to remove then press the ‘Remove’ button.
The amount you have to pay to get out of an AT&T contract depends on what the contract is and how long you have left in it.
For Fiber, there is no fee as there is no minimum contract. For Internet, there are pro rata early termination fees ranging from $15 to $180. If you cancel within the first 14 days, however, you won’t have to pay anything .
On the Wireless side of things, it’s pretty expensive. If you have a smartphone with data service, the fee will be $325 minus $10 for each full month of the contract that’s been completed .
For basic phone or other connected services, it’s the same setup except with a fee of $150. Again, for both of these plans, you can cancel your service within 14 days of ordering it free of charge.
DirecTV is a little more affordable. There’s a fee of $20 per month for each remaining month of the contract. Plus a one time fee of $15 for deactivation could also apply .
Returning Your Equipment
If you’ve been a customer of Fiber or internet, you will have been borrowing a router from AT&T called Gateway. And now your service has come to an end, it’s time to part ways with it.
This will also be the case if you’ve borrowed a satellite or streaming device from AT&T for any of their television products. Most recently, this will have been DirecTV but it was previously known as uVerse.
For this to happen, you’ll need to send the hardware in the post. AT&T will send you a return package which is free to send back. Just follow the instructions that come with the box and put it back in the post.
AT&T Cancellation FAQ
Need to know more about canceling your AT&T services? You should find those answers below.
How long does the cancellation process take?
Most of the time, AT&T cancellation should be pretty instant. You’ll still get to use the rest of the month you have just paid for if you are past the initial 14 days.
Do I need to cancel my AT&T internet or DirecTV if I’m moving home?
AT&T will be able to relocate your service if you are moving to an area they service. An admin fee may apply to this process.
The only time this won’t be possible is if you’re moving to an area that AT&T does not service. If that’s the case, you will have to cancel your plan.
Is it cheaper to cancel or just pay out the rest of the contract?
As we mentioned before, there are cancellation fees on a lot of the AT&T services. So, it depends on what those are. For the internet and DirecTV, it’s generally better to cancel. However for Wireless, it can often be cheaper to pay out the rest of the contract.
We recommend looking at the ‘Cancellation Fees’ section of this article and doing the math for yourself before you make a decision.
Final Thoughts on Canceling AT&T Services
It’s often not very easy to cancel your AT&T services. They won’t want to let you go without a fight! But the bottom line is that it should never take more than one phone call or trip to the store to get the job done.
Just make sure you have all the info you’ll need ready in advance to save time, and that you stick to your reasoning. It might be worth keeping an open mind to see if they can do a better deal for you, too.
If you’re relocating to an area outside of AT&T territory, it might be time to start shopping around to see what’s available at your new home. Check out our guide to Comcast Xfinity – there’s a good chance their services will be available where you move next.