How to Cancel AT&T Internet Service

Quick Summary

• Call 800.288.2020 to cancel AT&T Internet, AT&T Fiber, AT&T Internet Air, or legacy U-verse TV
• AT&T says only the account owner can cancel home internet or U-verse TV
• Bill/account support hours are Monday-Friday 8 a.m.-8 p.m. CT and Saturday 9 a.m.-7 p.m. CT
• Requests made when AT&T is closed are handled on the next regular business day
• Service stays active until the end of the current bill period
• Cancel within 14 days of activation to avoid an Early Termination Fee
• Return leased equipment within 21 days of the service change or disconnect date

How to Cancel

Call AT&T at 800.288.2020 and ask to cancel home internet service. Use that same number for AT&T Internet Air and U-verse TV cancellation.

The account owner needs to make the call. Before dialing, have these ready:

• Account number
• Account PIN
• Service address
• Preferred cancellation date
• Current bill
• List or photos of AT&T equipment in the home

Ask the representative to confirm:

• The cancellation request date
• The date service will stop billing
• Whether service stays active through the end of the bill period
• Whether an Early Termination Fee applies
• Whether any promotion creates penalties or extra fees
• Which equipment AT&T expects back
• Equipment return deadline and return method
• Confirmation number or written cancellation record

There is one narrow online exception. AT&T says Illinois or Massachusetts AT&T Internet Air customers who ordered service online may be eligible to cancel online at att.com/myatt. Treat phone cancellation as the verified path unless your account fits that specific exception.

What It Costs

AT&T gives customers a 14-day activation window to cancel internet service without paying an Early Termination Fee. You are still responsible for fees and charges incurred through cancellation, and any leased equipment must be returned.

After 14 days, an ETF can apply if the account has a term commitment. AT&T says the ETF is prorated and reduced for each month the internet service is active. Its example uses a $180 ETF on a 12-month commitment, dropping by $15 each month until $15 remains in month 12.

The ETF may not show immediately. AT&T says the applicable charge appears on the bill as Early Termination Fee within three bill periods.

Promotions can add another charge. AT&T says customers who signed up through a promotion and cancel before the service commitment ends may owe penalties and extra fees. Ask the representative to separate the standard ETF from any promotion-related charge.

AT&T also says service remains active until the end of the bill period. Ask how that affects the final bill before choosing the cancellation date, especially if you are switching providers mid-cycle.

Equipment Return

Return leased AT&T equipment undamaged within 21 days of the service change or disconnect date unless AT&T tells you otherwise in writing.

AT&T’s return process is specific:

• Bring unboxed equipment to a company-owned FedEx Office Pack and Ship or The UPS Store
• Bring the nine-digit account number
• Have the store pack and ship the equipment back to AT&T at no charge
• Make sure the store representative scans the equipment
• Keep the receipt until the account is closed

AT&T stores do not accept equipment returns. Do not use a drop box.

Return the gateway, hub, extenders, boosters, and power supplies AT&T identifies on the account. Do not remove wall-mounted equipment such as Ethernet jacks, Fiber jacks, Optical Network Terminals, or the green fiber cable. AT&T says to leave wall-mounted equipment in place.

AT&T’s public pages list several non-return fee risks:

• $150 for a Wi-Fi or All-Fi Gateway
• $200 for an All-Fi Hub
• $65 for Wi-Fi Extenders or All-Fi Boosters included with Extended Wi-Fi Coverage Service

AT&T’s cancellation policy also says a $150 equipment non-return fee can be billed if equipment is not returned. If equipment is returned within six months of termination, the non-return fee is automatically refunded. Damage fees are not refunded.

Return kits are limited. AT&T says it provides a return kit only if the customer has a disability or the service address is more than 10 miles from a FedEx Office Pack and Ship or The UPS Store.

After You Cancel

Keep watching the account after the cancellation call. The final bill can include service charges through the bill period, an ETF, promotion-related charges, equipment non-return fees, taxes, and any remaining balance.

Save the cancellation confirmation and the equipment receipt. If a non-return fee appears, ask AT&T which item triggered it and whether the scanned FedEx or UPS receipt has posted to the account.

If an ETF appears later, compare it with the commitment and remaining months AT&T identified during the cancellation call. AT&T says the ETF can appear within three bill periods, so check more than the first bill after cancellation.

If AutoPay was active, watch the payment method until the final balance, equipment status, and any refund are settled.

Common Problems

Final Checklist

• Confirm the account owner is the person calling
• Call 800.288.2020
• Have account number and PIN ready
• Confirm cancellation date and bill-period treatment
• Ask whether a term commitment, ETF, or promotion penalty applies
• Ask for the exact equipment list
• Return leased equipment within 21 days
• Use FedEx Office Pack and Ship or The UPS Store, not an AT&T store
• Make sure the equipment is scanned and keep the receipt
• Leave wall-mounted fiber equipment and green cable in place
• Watch up to three bill periods for an ETF
• Monitor AutoPay and final account balance until closed