How to Cancel AT&T Internet: 3 Ways

Updated on April 9, 2024
At a Glance:
  • To cancel AT&T Internet, you have three options:

  • 1) Call 1-800-288-2020 and request cancellation, specifying “cancel service” and “Internet”;

  • 2) Visit an AT&T retail location, bring the equipment, explain your need to cancel due to moving out of their service area, and set a cancellation date;

  • 3) Online cancellation is available only for DSL customers, who should ensure no outstanding balances, understand contract terms, request cancellation, return equipment, and confirm billing has stopped.

  • Early termination fees may apply, and unreturned equipment incurs high fees.
  • Many people are looking for a good Internet service with a stable connection. But after using an Internet provider for a while, some individuals may realize that it’s not for them anymore. Or they may find a different provider with better services.

    If you’re in this situation, you may wonder how to cancel Xfinity or how to cancel AT&T Internet. ****For example, are there any cancellation fees with AT&T? This article will explain all the steps you have to go through to cancel AT&T.

    3 Ways to Cancel AT&T Internet

    AT&T offers three ways to cancel its Internet services. You can do this by:

    1. Over the phone
    2. Going to a retail location
    3. Online

    All of these methods are explained in detail below.

    1. How to Cancel AT&T Internet Over the Phone

    Many clients decide to cancel their AT&T Internet service by phone simply because it is easier to just make a call. That’s the case when they have no time or possibility to visit one of their locations. At the same time, keep in mind that it can take quite a bit to cancel the services by phone due to their retention scripts.

    If you want to speed up the process, this is what you have to do:

    1. Call 1-800-288-2020 to reach the AT&T customer service line.
    2. If they cannot identify you based on your phone number, they will look for your account number or different things for verification.
    3. For the reason of the call, make sure to say “cancel service”.
    4. Then, when asked what service you are calling about, say “Internet”.
    5. Someone will come on the line. Tell them that you need to close your Internet account because you are moving out of the country.
    6. Ideally, you should request a cancellation date that is sooner than the next billing period. If you don’t, then you’ll end up paying for an extra month.
    7. The company will take you through the requirements for returning the equipment and will offer you a “return authorization number”. If you return the equipment through UPS, write the number down.

    2. How to Cancel AT&T Internet at a Retail Location

    AT&T is a company with several retail stores all over the country. As such, their stores can be found in all major cities. Thus, you can cancel your Internet service in person, especially if you’ve been dealing with billing problems.

    Here are the steps to take:

    1. Pack up any equipment that you got through the AT&T Internet service or phone/TV. This includes your modem, receivers, gateway, and anything of the sort. If possible, use the same boxes they came in. Don’t forget the cables.
    2. Take your equipment to an AT&T store agent.
    3. Tell them you need some help canceling your AT&T account because you are moving out of their service area. They may try asking you to transfer service where you are moving but tell them you are moving out of the country.
    4. Set a cancellation date within the billing period.
    5. Get a receipt for the returned equipment and the interaction.

    3. How to Cancel AT&T Internet Online

    You can also cancel your AT&T Internet service online through your account, but only DSL customers will have the privilege of using this method. People who are on their IPBB or AT&T fiber service can only cancel in-store or by phone. And considering they stopped signing anyone on the DSL product starting in 2020, the chances are that you won’t be able to use this method.

    AT&T Cancellation Fee

    Cancellation fees may apply if you cancel your service early with a contract service. The fee is $15 per month for each remaining month of the contract.

    Does AT&T prorate final bills?

    AT&T does not prorate final bills for TV/phone and Internet customers starting from 2019. It is possible for mobile accounts to still be prorated, but when it comes to other services, they will simply incur the full last month of service fees when you cancel.

    Steps to Cancel AT&T Internet

    So, are you ready to cancel your AT&T Internet? Follow all these steps and you will enjoy a smooth cancellation:

    1. Pay Off Account Balances

    Ensure that you don’t have any outstanding balances on your AT&T products, whether it’s the landline phone, DirecTV, TV, or small business connectivity services. Otherwise, they can make you pay late fees, and that is the last thing you want. On top of that, this could ensure that you’re in a good position in case any restocking fees or equipment disputes begin.

    2. Understand the Terms of Your Contract

    Some AT&T services require contracts, while others don’t. For example, there is no contract needed for AT&T Internet-only plans, while phone and TV bundles will have two-year agreements. If you decide to cancel your service before the stated duration of the contract, you may have to pay “early termination fees”.

    How much you have to pay in early termination fees will depend on how much is left from your contract. For 1-year contracts, the fee is up to $180, whereas for 2-year contracts it can be up to $360.

    Basically, you have to pay $15 for each month you have left from your contract.

    3. Request Cancelation of Your AT&T Internet

    Ask for the cancellation of your account. You can do it by calling customer service, going to a retail location, or online if you are a legacy DSL customer.

    4. Return the AT&T Internet Equipment

    The equipment the company gave you should be returned. If you cancel in person, then you can easily return the equipment at the same time.

    If you cancel by phone, though, you can return the equipment through UPS, so AT&T will send you a prepaid shipping label, as well as an equipment return authorization number. Here is what you have to bring for a UPS return:

    • Pre-paid shipping label and return authorization number
    • Your equipment in the original boxes if possible. If the original packaging is not available, use your own box and pack the equipment neatly
    • All the power cords, ethernet wires, and different accessories that were provided with your equipment.

    Leased equipment should be returned within 21 days. Otherwise, they will consider it lost and you will be billed for it. The unreturned equipment fees are pretty high, so you should avoid those.

    5. Confirm that Billing Has Stopped

    After the cancellation, check your account. Make sure no extra fees are showing up after the cancellation. If you did everything right, these papers should be available for disputed fees:

    • A printed or emailed statement for the cancellation request
    • A receipt copy from your visits to one of their stores
    • The shipping receipt from UPS and the return authorization number for the equipment

    6. Dispute Any Additional Fees (If Any)

    In case you find any extra fees after canceling, you should use their customer service line and state “dispute charge” to resolve with billing.

    Read More

    Final Thoughts

    Some people simply cancel Netflix and other similar services, while others want to cancel their account with their current Internet provider. If you have an AT&T account and want to cancel it, follow the instructions in this article and your process will be smooth.

    AT&T Internet Cancelation FAQ

    Here are some frequently asked questions with their answers:

    Who can cancel AT&T Internet, TV, or Home Phone services?

    Only the account owner is authorized to cancel AT&T’s Internet, TV, or Home Phone services.

    How do I cancel my AT&T service?

    To cancel your AT&T service, you should consider alternatives like moving your service, changing your service, temporarily suspending it, or transferring billing responsibility. If cancellation is your final decision, you need to call AT&T at 800.288.2020.

    What are the implications of cancelling my AT&T service?

    Cancelling your AT&T service during a promotional period or before your service commitment ends may result in penalties and extra fees. Cancellation requests on weekends or holidays are processed on the next regular business day. Additionally, if you have an AT&T email account, you must wait 30 to 60 days after service cancellation to delete it.

    What is the AT&T Internet cancellation policy?

    You can cancel your AT&T Internet service within 14 days of activation without an Early Termination Fee (ETF). After 14 days, if under a term commitment, you’ll have to pay an ETF and any other incurred charges. Be sure the account owner initiates the cancellation, and all leased equipment must be returned.

    Is there an Early Termination Fee (ETF) for AT&T Internet?

    Yes, if you disconnect your AT&T Internet service more than 14 days after activation while under a term commitment, an ETF will apply. This fee is reduced for each month your Internet service is active and will appear on your bill as Early Termination Fee within three billing periods.

    Can I cancel my AT&T service online?

    Currently, AT&T requires customers to call their customer service line to cancel services. Online cancellation is not available, and it’s recommended to call during normal operating hours for a smoother process.

    What should I do with my AT&T equipment after cancellation?

    After cancelling your service, you are responsible for returning any leased equipment to AT&T. Failure to do so may result in additional fees or charges.

    Can I temporarily suspend my AT&T service instead of canceling?

    Yes, AT&T offers the option to temporarily suspend your service. This might be a suitable alternative if you are considering cancellation due to short-term circumstances.

    Will I receive a refund upon canceling my AT&T service?

    Refunds are dependent on the terms of your AT&T service agreement and the timing of your cancellation. It’s advisable to discuss potential refunds when you call to cancel your service.

    How does cancellation affect my AT&T email account?

    If you have an AT&T email account associated with your service, you will need to wait 30 to 60 days after canceling the service to delete the email account.

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    Frank Gogol

    I’m a firm believer that information is the key to financial freedom. On the Stilt Blog, I write about the complex topics — like finance, immigration, and technology — to help immigrants make the most of their lives in the U.S. Our content and brand have been featured in Forbes, TechCrunch, VentureBeat, and more.

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