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B2k1121's profile

Contributor

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6 Messages

Wednesday, August 3rd, 2022 10:31 PM

Can't activate new prepaid service with port in

Purchased a sim for the 12 month 16gb prepaid service, used the port my number current number in option.  Received the SIM card today.  Online activation says the number is ported and everything is good to go, and that I just have to create the myATT account.  I've tried to create this account about 10 times, it doesn't send a temp password since I don't have service so I can't create an account and apparently the service doesn't fully activate until this is done.  I can't talk to anyone at customer service because they require an active phone number and it's not in the system yet so I can't get past the automated system.

I call the port in number but that is also automated, it says the transfer has been approved when I put in my number and that I just need to activate the service, which sends me to another automated system which doesn't recognize the number so I can't activate or talk to anybody and then it hangs up.  Essentially making it impossible to activate the service I just paid for. 

Online chat offered no assistance. The most frustrating experience I've ever had trying to start service.  No idea what to even try at this point.  

Accepted Solution

Official Solution

ACE - Sage

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118.4K Messages

2 years ago

You do not create a myATT account.

When you activated your prepaid service you automatically created a pay go online account for prepaid

Login with your 10 digit number, and the alphanumeric password you created when you activated your service

Accepted Solution

ACE - Sage

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118.4K Messages

2 years ago

Re the $300 plan

&T Prepaid $300 for 12 months Promo (ADVICE WHEN SIGNING UP)

After signing up for AT&T Prepaid and the $300 promo offer and having issues with activation:

1. Sign up via website and fill in all appropriate information including porting info, shipping address, credit card, etc. SIM card may be shipped overnight via FedEx.
2. Once you receive your SIM card and have your phone ready, call 866 975 0050 to activate via phone and have your AT&T Order # handy.
4. Explain you'd like to activate your service and provide phone number, SIM card and IMEI. The agent will then ask you for payment to activate service.
5. \*\*THIS IS IMPORTANT\*\* To avoid getting double charged, tell them you've already provided that when you ordered and tell them they can do this via your AT&T Order #. Provide that to them and do NOT provide a credit/debit card to them.
6. If they claim they can't do this, ask to speak with a supervisor or someone else. Your account will be activated and within 30 minutes or so the payment of $300 + taxes will get charged to your credit card you provided during the initial order. Your service will not work until this payment is applied, but in my experience it took anywhere from 5 min to 25 min.
7. Once this is complete, you can setup your account online and manage your account via the website:  [https://www.paygonline.com/websc/loginPage.html](https://www.paygonline.com/websc/loginPage.html)

If you provided a credit card number and end up getting charged twice, call the AT&T Payments/Refunds line at: 866 608 3007 and they will look up your account and process the refund.

Accepted Solution

ACE - Sage

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118.4K Messages

2 years ago

@B2k1121

Dont get me started...

Too late

AT&T's double data 16 GB offer is false advertising (IMO)

Nowhere in this advertisement does it say that it is 8 gb, and then after you use up your 8 GB they will give you 8 GB more as bonus data. By the way AT&T doesn't roll over your 8 GB of bonus data so if you use up your 8 GB every month thinking that you have another eight to use, and that whatever you don't use will roll over, it won't. I have read every bit of documentation AT&T has online for this offer, its not as advertised.

Contributor

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6 Messages

2 years ago

I was never given the option to create a password when I activated service.  I put in the SIM card, clicked the activate link that was sent to me, entered the SIM number, IMEI number and zip code.  At that point got the 'Your SIM card is active' message and that I need to add funds to myAT&T account, when I select continue I am asked to login and I never set a password so I select the option for New User and ask for a Temp password that never arrives. I also have no service at this time so it was never fully activated. 

ACE - Sage

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118.4K Messages

2 years ago

Follow directions on my second post

Community Support

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232.9K Messages

2 years ago

We know how important it is to be able to complete activation, so you can use your new service, @B2k1121

 

We do recommend following the steps ACE @formerlyknownas mentioned as this will help you complete your Prepaid activation. After you have completed the steps, let us know if it was successful. 

 

Thank you for reaching out to AT&T Community Forums. Feel free to reach back out with any other questions you may have. 

 

Clarissa, AT&T Community Specialist 

Contributor

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6 Messages

2 years ago

Thank you @formerlyknownas , your post with the steps worked, although you were right about the payment, they are still saying I owe $300, but at least my number is transferred now. 

Contributor

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6 Messages

2 years ago

They also only gave me 8 gb instead of 16 but we are making progress.

Community Support

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232.9K Messages

2 years ago

Hi B2k1121, we are here to answer your Prepaid activation inquiries!

 

We do appreciate the extensive help formerlyknownas has provided. 

 

You'll receive an SMS with a link to complete your myAT&T Profile and set up your 4-digit PIN and Online Password.

  • Manage your account online at att.com/myprepaid. 

The 300/16GB promotional plan service is available for 360 days upon first payment of $300. Plan renews every 30 days for 12 renewal periods. The $300 advance payment is non-refundable in whole or in part.

 

The plan may display 8GB online as customers will receive 8GB bonus data each month (16GB total per month)

 

Next service payment due at 11:59 p.m. CST on the 360th day. Plan is not eligible for AutoPay or Multi-Line Discounts.  

 

If you still need assistance, let us know and we'll work hard to provide a resolution. 

 

Thank you for posting on the AT&T Community Forums!

 

Rhoda, AT&T Community Specialist 

1 Message

2 months ago

I'd like to share some experience as I had the same issue, it took me 3 days to port in my number from mint

My case:

My original carrier is mint mobile and I'm using eSim, early of this week I purchased the 1 year plan online and input my account number and transfer pin when submit the order, besides that, I also unchecked the option of autopay because I always prefer to decide it later.

The first issue I ran into was, my number stopped working at the time I clicked the submit. Given I got the email saying the port in is in progress, I decided to wait one day to get the QR code to be delivered.

The next day I got the QR code, the eSim install looked smooth, and I got the first message with a unique URL to ask me to active, then I was stuck over there with the message "Your device is already set up with AT&T Prepaid, but you need to make a payment to begin using it on our network. To access your prepaid account, please enter the Service ZIP Code you used when activating", is it because I didn't check the autopay on submit the order?, I tried to go to myprepaid to login, however I can't get my temp password since I can't receive any message to my number (actually it doesn't work even I reactive my number from mint), I also tried to pay the without login, while got error message saying unknown error.

I tried to call 800.901.9878, to be honest, that's the worst bot service I've tried, the bot can't help to resolve my issue and I can't reach to an agent to talk about it. 

I also tried to chat with 75421 and it kept saying service unavailable.

I had to check with mint mobile to see if I can get my number working first, luckily mint mobile helped to resend a eSim install code and got my number back first.

I went to a local att store, while they told me they can't help as it's a prepaid. Is that true? that att store doesn't support prepaid issues?

Today I decided to try last time with 800.901.987, after around 30 minutes fighting with bot I finally got to talk with a real person. BTW, you'll need to answer yes when the bot asking if you have an att account, otherwise it will hang you up immediately.

The gentleman who answered my call (sorry I don't remember his name) checked my case, asked me to do one thing after he re-init the process (which stopped my mint service), that is deleting the eSim from mint and restart the installed eSim from att, after that the ball was rolling, I received the temp pin code from att, which I can use to login myprepaid. the gentleman helped me to pay my account, but I guess you can do it yourself if you ran into such issue as well.

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