AT&T customer service for home internet

AT&T handles Fiber and Internet Air billing, support and cancellation on one number. Here is when to call, what to have ready, and how to avoid equipment fees.

AT&T numbers

AT&T lists bill and account support hours as Monday to Friday, 8 a.m. to 8 p.m. Central, and Saturday, 9 a.m. to 7 p.m. Central. Tech support for outages is available around the clock.

Before you call

• Your account number and account PIN.
• The service address.
• For cancellation: the date you want service to end. Only the account owner can cancel.

For outages, check the myAT&T app first; our guide to checking if AT&T is down walks through it.

How to cancel AT&T internet

1. Call 800-288-2020 and say "cancel service", then "internet".
2. Expect a retention offer. If a lower price would keep you, ask for it in writing.
3. Confirm the end date. Service stays on until the end of the bill period.
4. Return the gateway and power cord within 21 days, using the prepaid UPS label AT&T sends. Keep the receipt.

AT&T Fiber has no annual contract. Some AT&T Internet Air accounts in Illinois and Massachusetts that were ordered online can be cancelled at att.com/myatt. Before you cancel, read our AT&T Fiber review and how to negotiate your internet price.

Common requests and where to handle them

Lowering your AT&T bill

Ask about current Fiber prices; existing customers can sometimes move to a newer plan. AT&T also discounts Fiber when you have an eligible AT&T wireless line. See AT&T deals and how to negotiate your internet price.

What to return when you cancel

For AT&T Fiber, return the Wi-Fi gateway and its power cord, plus any extenders. The fiber box (ONT) mounted on the wall usually stays. Return within 21 days of the disconnect date to avoid non-return charges.

Try these before you call

1. Check for an outage in the myAT&T app. If there is one, calling won't fix it faster.
2. Restart the router or gateway: unplug it for 60 seconds, plug it back in, and wait 5 minutes.
3. Test on a device wired to the router with Ethernet. If wired is fine and Wi-Fi is slow, the problem is Wi-Fi, not the line.
4. Run a speed test and note the result to share with support.
5. Check cables and the lights on the equipment. Why is my internet slow? covers more fixes.

Outage credits

If an AT&T outage takes you offline, ask for a credit when service returns. AT&T also runs a service guarantee program that credits some outages automatically; check att.com for the current terms and whether your plan qualifies.

AT&T Internet Air

AT&T Internet Air is AT&T's home internet over its cellular network. Support and cancellation use the same 800-288-2020 number. Speeds depend on signal, so placement of the receiver near a window often helps. Compare it with fiber and other options in our AT&T Fiber review.

Moving with AT&T

Check AT&T availability at your new address before you move. If it's available, schedule a transfer in myAT&T or by phone; if not, cancel with your move-out date. See internet when you move.

If support can't fix it

1. Ask for a supervisor or the AT&T escalation team, and note the ticket number.
2. Put the problem in writing through the account messages or a letter, with dates and ticket numbers.
3. File a free complaint with the FCC at fcc.gov/complaints. Providers must respond, usually within 30 days.
4. Contact your state utility commission or attorney general's consumer office for billing disputes.

Keep every confirmation number, the names of agents you speak with, and screenshots of your bill.

Questions

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