How to Cancel AT&T Fios Service (Step-by-Step Guide for 2026)
Key Takeaways
- AT&T does not offer "Fios." Fios is a Verizon brand. AT&T's fiber optic service is called AT&T Fiber. This guide covers how to cancel AT&T Fiber (and legacy AT&T Internet plans).
- The only way to cancel AT&T internet service is by calling 1-800-288-2020. Online cancellation is not available for fiber or most internet plans.
- AT&T Fiber plans have no contracts and no early termination fees. You must return leased equipment within 21 days to avoid a $150 non-return charge.
If you searched for "how to cancel AT&T Fios," you are not alone. Many people confuse AT&T Fiber with Verizon Fios because both are fiber optic internet services. However, Fios is exclusively a Verizon product. AT&T's equivalent is called AT&T Fiber.
This guide walks you through the full process of canceling AT&T Fiber or AT&T Internet service, including what to say on the phone, how to return your equipment, and how to avoid unexpected charges.
Before You Cancel: Quick Things to Check
Before picking up the phone, take a few minutes to prepare. This will make the call faster and help you avoid fees.
1. Confirm your plan type. Log in to your myAT&T account or check a recent bill. AT&T Fiber plans (activated after October 2020) do not have contracts or early termination fees. Legacy AT&T Internet (DSL) or older U-verse plans may still carry a 12-month contract with a prorated early termination fee of up to $180.
2. Write down your account number and PIN. You will need both when you call. Your account number is on your monthly bill. Your PIN is the 4-digit passcode you set up when you opened the account. If you do not remember your PIN, you can reset it through the myAT&T app before calling.
3. Set up your replacement internet first. Schedule installation with your new provider for the same day you plan to cancel, or earlier. AT&T service stays active through the end of your current billing cycle, but having a backup plan in place avoids any gap in connectivity.
How to Cancel AT&T Fiber or AT&T Internet Service
AT&T requires you to cancel internet service by phone. You cannot cancel online, through live chat, or at a retail store.
Step 1: Call 1-800-288-2020. Customer service hours are Monday through Friday, 8 AM to 7 PM, and Saturday, 8 AM to 5 PM (local time).
Step 2: When the automated system answers, say "cancel service." This routes you to the retention department.
Step 3: Provide your account number and PIN when asked.
Step 4: Tell the representative you want to cancel. They will ask why you are leaving and will likely offer you a discount or promotion to stay. If you have already made your decision, a clear and polite response works best: "I appreciate the offer, but I have decided to cancel."
Step 5: Expect to be transferred to a "specialist." This is a second retention attempt. Politely repeat your request to cancel.
Step 6: Confirm the cancellation date and ask for a confirmation number. Write it down or take a screenshot.
Tip: Budget about 15 to 30 minutes for this call. The process itself is straightforward, but retention offers and transfers can add time. Stay polite and firm.
How to Return AT&T Equipment After Cancellation
After you cancel, you have 21 days to return all leased equipment. If you miss this deadline, AT&T will charge you a non-return fee of $150 per device.
What to Return
For AT&T Fiber customers, you need to return the Wi-Fi gateway (router) and its power cord. The ONT (Optical Network Terminal), which is the small box mounted on the outside of your home or in a utility area, typically stays in place and does not need to be returned.
How to Return It
Step 1: After your cancellation call, AT&T will email or mail you a prepaid shipping label and a return authorization number.
Step 2: Before packing anything, photograph each piece of equipment including serial numbers. Include a timestamp on the photos. This protects you if AT&T later claims equipment was not returned or was damaged.
Step 3: Take your unboxed equipment and your account number to a UPS Store or FedEx Office location. The staff will scan, pack, and ship it for you at no charge.
Step 4: Get a receipt with a tracking number from the store. Keep this receipt for at least 12 months.
Important: AT&T has a well-documented history of billing customers for equipment that was returned on time. Your UPS or FedEx receipt with a tracking number is your proof. Do not throw it away.
Understanding Your Final Bill
AT&T does not prorate your final month of service. If you cancel in the middle of a billing cycle, you will still be charged for the full month. Your service remains active until the end of that cycle.
Watch your final bill (and the one after it) for these potential charges:
Remaining monthly service charge: The full amount for your final billing period, even if you canceled early in the cycle.
Non-return equipment fee: $150 per device if equipment is not returned within 21 days.
Early termination fee (legacy plans only): Up to $180 for older DSL or U-verse plans with a contract. AT&T Fiber customers will not see this charge.
Reward card clawback: If you received a Visa reward card when you signed up and cancel within the required period (usually 90 days), AT&T may charge back the full reward card amount.
What About Early Termination Fees?
If you are on an AT&T Fiber plan, you do not have a contract and will not owe an early termination fee. AT&T stopped requiring contracts for standalone internet plans after October 2020.
If you are on an older AT&T Internet (DSL), U-verse, or bundled plan that includes a contract, the early termination fee is $15 per month remaining on your commitment, up to a maximum of $180 per year of contract. To check your contract status, log in to your myAT&T account or ask the representative when you call to cancel.
All customers can cancel within the first 14 days of activation without paying an early termination fee, regardless of plan type.
Alternatives to Canceling
If cost is the main reason you want to cancel, consider these options before disconnecting:
Downgrade your plan. AT&T Fiber 300 starts at around $55 per month. Dropping to a lower speed tier keeps your account active and avoids the equipment return process.
Transfer your service. If you are moving within AT&T's coverage area, you can transfer service to your new address instead of canceling. This often preserves your current pricing. Call 1-800-288-2020 or visit the AT&T moving page to get started.
Negotiate a retention offer. If you are genuinely open to staying, the retention department often has discounts of $10 to $30 per month, free speed upgrades, or reward card credits available.
After You Cancel: Follow-Up Checklist
1. Return equipment within 21 days and keep your receipt.
2. Review your final bill and the next billing statement for any surprise charges.
3. If you used an @att.net email address, set up forwarding or notify your contacts of your new email. You will lose access to this address after cancellation.
4. Check your credit report after 60 days to make sure no equipment disputes have been sent to collections.
5. If you see a charge for unreturned equipment, call AT&T at 1-800-288-2020 with your UPS or FedEx tracking number to dispute it.
Frequently Asked Questions
Is AT&T Fios the same as AT&T Fiber?
No. Fios is a fiber optic internet service offered by Verizon, not AT&T. AT&T's fiber optic service is called AT&T Fiber. The two are separate companies with different plans, pricing, and coverage areas. If you have AT&T internet service delivered over fiber optic lines, your service is AT&T Fiber.
Can I cancel AT&T internet service online?
In most cases, no. AT&T requires internet and fiber customers to cancel by calling 1-800-288-2020. Online cancellation is only available for some legacy DSL accounts. You cannot cancel through live chat, email, or at a retail store.
Does AT&T charge an early termination fee for canceling Fiber?
No. AT&T Fiber plans do not have contracts and do not carry early termination fees. This applies to all standalone AT&T Fiber internet plans activated after October 2020. Older DSL, U-verse, or bundled plans with a contract may still have an early termination fee of up to $15 per remaining month.
How long do I have to return AT&T equipment after canceling?
You have 21 days from your cancellation date to return all leased equipment. The easiest way is to bring your gateway and power cord to a UPS Store or FedEx Office location. They will pack and ship it for free. If you miss the 21-day window, AT&T charges a non-return fee of $150 per device.
Does AT&T prorate the final bill when you cancel?
No. AT&T does not prorate your last month of internet service. If you cancel in the middle of a billing cycle, you will be charged for the full month. Your service remains active until the billing period ends, so you can continue using your internet until that date.
What number do I call to cancel AT&T internet?
Call AT&T customer service at 1-800-288-2020. Hours are Monday through Friday, 8 AM to 7 PM, and Saturday, 8 AM to 5 PM local time. Have your account number and 4-digit PIN ready before calling. When the automated system answers, say "cancel service" to be routed to the right department.
Do I need to return the AT&T Fiber ONT box on the outside of my house?
No. The ONT (Optical Network Terminal) is the small device installed on the exterior of your home or in a utility area during AT&T Fiber installation. This device typically stays in place and does not need to be returned. You only need to return the indoor Wi-Fi gateway (router) and its power cord.
