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Vic121's profile

New Member

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3 Messages

Thursday, October 20th, 2022 5:42 AM

Phone will not provision correctly, prepaid account completly messed up

So here is the what happened:

Order an eSim from AT&T's Prepaid site and during the order process it asked if I wanted to transfer my number from my old carrier which I said yes and gave the info. Well when the eSim arrived I tried to activate it and it showed on the AT&T prepaid activation system with my number but no rate plan listed but continued with Activation and it provisioned a 1100000 number to my newly activated esim not the number I ported in.

I then go to an AT&T store and they check in the system and see the account was created but the account status was "tentative" with no phone or sim attached to it, so they called portation's and had to cancel the port, then started a new account with a new transfer request. The phone did provision this time with the right number but come to see Outgoing calling and text work but incoming text and calls from non AT&T devices are not being received.

Today the port status was pending and so I called portations and the rep had to do a manual port request to get the number back into the system since the automated tool stated the phone number was already active but the port rep could clearly see the number transfer request was pending. So then I see now that the port status shows the number is released to AT&T but needs to be activated. So then I go into a store and they say the number is already active as the account is fully active but again incoming calls and texts dont work.

in short: the port system says the number needs to be activated but the in-store system says it is already active but incoming calls and texts don't work. When I log into Paygonline, under plans it says "No Plans available to switch to" and only shows the $65 unlimited plan. Switching esims on my iPhone 14 did not work. ie: could this be what I call a phantom activation as the AT&T system thinks the number is actually active but in reality is just in limbo and needs someone from a higher up department to refresh the account?

Accepted Solution

Official Solution

ACE - Sage

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103.9K Messages

3 months ago

Call PAC (Port Activation Center) at 888.898.7685

Your number has to be active on your old carrier to port.  Was it? 

New Member

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3 Messages

3 months ago

Yes, it just is now sitting in the AT&T system hanging around waiting to be activated on the line even though the line says it's already activated with the number.

ATTHelp

Community Support

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207.1K Messages

3 months ago

Hey there @Vic121. We understand how important it is to be able to use your new service.

 

Thank you @formerlyknownas for the help. It sounds like your port is not fully complete. You may check your port status by entering your phone number. Please keep in mind that it can take anywhere from a few minutes to 5 business days to complete your transfer.

 

We do understand you have been going back and forth with Port Activation Center (PAC) and AT&T, however it is best to call PAC to confirm everything is complete. Once your porting process is complete you will be able to call and receive calls and texts.

 

Keep us updated. 

 

Clarissa, AT&T Community Specialist 

 

New Member

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3 Messages

3 months ago

I have been in contact with the office of the president and portations and are getting this sorted out as we speak.

Looks like the Pay go website over the weekend has been fixed as well(The plans show up now and active armor now can be turned off.

(edited)

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