How to Cancel AT&T U-verse: Call, Equipment, and Final Bill

To cancel AT&T U-verse, call 800.288.2020 during business hours with your account number and four-digit passcode ready, tell the automated system you want to cancel service, and ask the representative for a cancellation confirmation number before you hang up. That call is the only way to cancel U-verse TV. AT&T has retired the U-verse brand and now markets its wired services as AT&T Internet and AT&T Phone, but the steps are the same whichever name appears on your bill.¹

What to Have Ready Before You Call

Two pieces of information do the work: your account number, printed in the upper-right corner of any paper bill and visible in the profile section of the MyAT&T app, and your four-digit passcode or PIN. Without the passcode the representative cannot access the account.²

Only the account owner can request cancellation. If someone else in the household manages the account, that person needs to make the call, or add you as an authorized contact first.³

Check whether the account is still under a term commitment. Promotional deals often carry an early termination fee if you cancel before the commitment ends, and the fee amount depends on the service and how many months are left. Your original enrollment emails or the digital billing archive in MyAT&T will show the agreement details, and knowing this in advance keeps the final bill from surprising you.¹

Making the Cancellation Call

Dial 800.288.2020 during normal business hours. When the automated system picks up, say “cancel service” to be routed to a retention specialist. That agent is trained to keep you as a customer, so expect discount offers and questions about why you’re leaving. Being direct moves the conversation to the actual disconnection faster than debating each offer.

Before you end the call, ask for a cancellation confirmation number and write it down. It’s your proof the request was submitted, and it’s the first thing a billing dispute representative will ask for later. Requests received outside business hours are processed the next business day.³

Returning Your Equipment

AT&T expects all leased hardware back within 21 days of your disconnection date. The list varies by service but typically includes the Wi-Fi gateway or modem/router, any TV receivers, and their power supplies. Return everything that came with the original installation, including power cords and Wi-Fi extenders.⁴

Bring the unpacked equipment and your account number to a company-owned UPS Store or FedEx Office Pack & Ship location. A store employee scans each item, packs it, and generates a prepaid shipping label. You don’t need to bring boxes or packing materials. Do not use an unattended drop box, because items left there aren’t scanned or tracked properly.⁴

Keep the tracking receipt the employee gives you. Most equipment disputes are won or lost on that piece of paper. Missing the 21-day window, or returning damaged equipment, triggers a $150 non-return fee, and if that fee shows up on your final bill by mistake, the tracking receipt is your evidence that the hardware left your hands on time.⁵⁶

What to Expect on Your Final Bill

AT&T bills in advance and does not prorate the final month. If you cancel partway through a billing cycle, you pay for the full cycle and service stays active through the end of that period. This policy took effect in January 2019 and applies to U-verse TV, AT&T Internet, and AT&T Phone accounts.⁷

If you cancel under a term commitment before it expires, an early termination fee will appear on the final statement. The exact amount is specified in your original promotional agreement and differs between internet-only plans and bundled TV packages.¹

If your account ends up with a credit balance after all charges settle, AT&T takes about 45 days to process the refund. If you haven’t received it within 60 days, contact customer support to follow up.⁸

Watch the bank account or credit card tied to your AT&T autopay for a week or two after cancellation. A final automatic payment sometimes pulls after service is technically canceled. If that happens, your confirmation number and cancellation date support the dispute.

If a Charge You Don’t Owe Shows Up

Billing errors after cancellation happen often enough that AT&T has a formal dispute path. Start by calling customer care at 800.288.2020 with the specifics: the dates in question, the disputed amounts, and any employee names from earlier calls. Most billing issues get resolved at this stage.⁹

If the call doesn’t fix it, you can submit a formal Notice of Dispute to AT&T’s legal department through their online portal. After you file, AT&T has 60 days to investigate and contact you about a resolution. Your cancellation confirmation number, equipment tracking receipt, and screenshots of the billing statements are the backbone of the case.⁹

Two Situations Where the Standard Process Doesn’t Apply

Active-Duty Military Orders

Active-duty service members who receive deployment or permanent change of station orders can cancel AT&T service without paying an early termination fee, under the Servicemembers Civil Relief Act. The protection covers cell phone, internet, landline, and TV contracts signed before the orders were issued. The new location must be outside AT&T’s coverage area, and the deployment must be outside the continental United States for at least 90 days. Upload your orders through AT&T’s military support page up to 30 days before your desired disconnection date.¹⁰

Moving to a New Address

If you’re leaving because you’re moving and would keep AT&T at the new place, transferring service avoids cancellation and any early termination fee that would come with it. Use the “Check Availability” tool on the AT&T website to see whether service exists at the new address. If it does, you can transfer your current plan or pick a new one and schedule the disconnect and install together. AT&T provides instructions for the existing equipment as part of the move, and the transfer keeps your contract intact.¹¹

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AT&T. Cancel Your Internet or U-verse TV Service
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AT&T. U-verse TV Cancellation Policy
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AT&T. AT&T Internet Cancellation
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AT&T. Return Your AT&T Internet Equipment
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AT&T. Consumer Wired Fees
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AT&T. Find Out How to Return Your AT&T Equipment
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AT&T. Prorated Credits for Service Cancellation Are Ending
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AT&T. Learn About Refunds
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AT&T Support. Resolving Issues with AT&T
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AT&T. Cancel or Restore Service – US Military
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AT&T. Transfer, Set Up, or Move AT&T Services