AT&T Wireless Service Suspension and Device Blocking

Purpose

Use this procedure when a customer wants to temporarily suspend AT&T wireless service, block a lost or stolen device, or learn about long-term service suspension options.

Customer Symptoms

Customer wants to:

• Suspend wireless service
• Temporarily disable a mobile line
• Report a lost phone
• Report a stolen phone
• Block a device from network use
• Prevent unauthorized device usage
• Suspend service during international deployment
• Reactivate suspended service later

Suspend Wireless Service

1. Sign in to the AT&T wireless account.
2. Verify the correct wireless number is selected.
3. If needed, select Switch to choose another line.
4. Navigate to Device Options.
5. Select Suspend Wireless Service.
6. Choose the reason for suspension.
7. Follow the on-screen instructions.
8. Confirm the suspension request.

Lost or Stolen Device

If a device has been lost or stolen:

1. Suspend the wireless service immediately.
2. Block the device to prevent unauthorized use.
3. Monitor account activity for suspicious usage.
4. Contact AT&T if additional assistance is needed.

Important

Suspending service alone may not prevent unauthorized device usage. Blocking the device is recommended for lost or stolen devices.

Federal Government International Deployment Suspension

Eligible federal government employees and their families may qualify for extended service suspension while deployed internationally on official government business.

Eligibility Requirements

Eligible customers include:

• Federal government employees
• Eligible family members accompanying the employee
• Official government assignments outside the United States

Not eligible:

• Volunteer organizations
• Peace Corps assignments
• Missionary work
• Non-government deployments

Deployment Suspension Benefits

Eligible customers may:

• Suspend service while overseas
• Suspend service for up to 999 days
• Maintain their wireless number
• Receive reduced monthly service charges during suspension

Important

Monthly installment payments continue during suspension if applicable.

Services Unavailable During Suspension

While suspended:

• Voice calls are disabled
• Text messaging is disabled
• Mobile data is disabled
• Internet access is disabled

Available services include:

• Emergency 911 calling
• Contacting AT&T support through 611

Request Deployment Suspension

1. Contact AT&T support.
2. Request international deployment suspension.
3. Provide federal government deployment orders.
4. Follow document submission instructions.
5. Await confirmation of suspension.

Additional Recommendations

Before suspending service:

Review Third-Party Subscriptions

Customers should:

1. Review active subscriptions.
2. Cancel services no longer needed.
3. Verify recurring charges are stopped.

Installment Agreements

Customers with device payment plans should:

1. Continue making installment payments.
2. Maintain AutoPay if enrolled.
3. Maintain Paperless Billing if desired.

Active Military Personnel

Active U.S. military personnel may qualify for separate deployment-related wireless service options.

Troubleshooting Steps

Unable to Suspend Service

1. Verify account ownership.
2. Verify sign-in credentials.
3. Confirm the correct wireless line is selected.
4. Contact AT&T support if the option is unavailable.

Device Still Active After Suspension

1. Verify suspension completed successfully.
2. Verify the device was also blocked if lost or stolen.
3. Contact AT&T support for account review.

Expected Outcome

Wireless service is successfully suspended, lost or stolen devices are protected from unauthorized use, and eligible government employees can maintain their wireless numbers during extended international assignments.