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fornax_sh's profile

Contributor

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3 Messages

Mon, Oct 7, 2019 8:35 PM

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PSA: AT&T apparently can't move phone numbers from an AT&T reseller/MVNO to an AT&T prepaid account

I see some other questions from people trying to do something similar, and there seem to be some question about whether or not it's possible. This will recount my experience. This is how AT&T took ~$35 of my money and a few hours of my time and gave me nothing in return.

 

When this all started, I was an Airvoice Wireless prepaid customer. Airvoice is an AT&T reseller/MVNO.

 

9/28: Ordered a new AT&T prepaid SIM card from AT&T's online store. The automated process told me my number couldn't be ported, but the "can I port my number?" page on AT&T's site said it should be fine. I started a web support chat to get clarification and was told to go ahead and order the SIM with a new number, and I'd be able to port my number after the fact.

 

10/1: Received and activated my new SIM card. Called the prepaid support line and asked about bringing my number over. Was told that it looked like my number was associated with a postpaid account (?), and there wasn't anything he'd be able to do about it. I'd have to go to an AT&T Corporate Store and ask for a number "migration". I was confused, as my number is currently on an prepaid account, but I didn't want to quiz him too much as I was having a hard time understanding him anyway.

 

10/7 am: Went to AT&T Corporate Store and recounted the above. Was told by the rep that I talked to that my number was attached to a corporate account (??), and she couldn't do anything about it until I addressed that with the company that held the account. But she couldn't tell me what company held the account. I checked with the guy who runs my employer's corporate cell phones (even though my number has never been associated with the company account), and he verified that no, my number is not on the company account.

 

10/7 noonish: Called the AT&T porting department and explained the situation. The person I talked to here seemed to be able to actually identify the line as belonging to an AT&T reseller. He told me that I needed to go back to the Corporate Store with my account number and PIN from the reseller, and they'd have to move the number to a new AT&T prepaid SIM card and move the balance over to that from my first AT&T SIM card.

 

10/7 pm: Went back to the Corporate Store (10 miles away, so this is a total of 40 miles/80 minutes of driving today) and explained this all to a different rep. He just gave me a deer in headlights look and asked someone else to help. I went over it again, and after five minutes of hemming and hawing and looking things up on their tablets, they finally told me that they simply can't move a number from an AT&T reseller to an AT&T prepaid account. And since it was a prepaid account, I couldn't get any of my money back that I put into the first card, even though there were no calls/texts in/out and the SIM card had only been in the phone long enough to activate it in the first place.

 

Needless to say, I'm extremely unhappy with this experience and have lost all desire to become an AT&T customer. I'll be staying with Airvoice now.

ACE - Sage

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100.4K Messages

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I’ve heard others had the problem, but it’s not true that they can’t.  I am sure it has to be done in a corporate store.  

‘Is your Airvoice account/number still active?

 

Contributor

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3 Messages

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Yeah, as mentioned, I took two trips to the AT&T Corporate Store today, and they were the ones who ultimately told me that there's no way to move a number from an AT&T reseller to an AT&T prepaid account (edit to add: I'm pretty sure the person who ultimately told me this can't be done was the store manager). If that's not true, then AT&T's poor training cost them a customer today.

 

The Airvoice account is still active and has been through this whole ordeal.

ACE - Sage

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100.4K Messages

3 y مضت

@sandblaster  any ideas?

alj96zz

Mentor

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49 Messages

3 y مضت

Airvoice likely has a postpaid corporate account with a ton of lines, it appears they’re reselling directly from their own massive account and not operating as a traditional MVNO, that’s why you’re having trouble. Your best bet is to port out to a non-At&T company and then port back.

Contributor

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3 Messages

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Yeah, I'm not willing to go to that much trouble to move a number to AT&T. The information I was given from the Corporate Store was that this wasn't specific to my line or even to Airvoice. The example they used was Cricket. They said that they couldn't even move a number from Cricket to AT&T Prepaid.

ACE - Sage

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100.4K Messages

3 y مضت


@fornax_sh wrote:

Yeah, I'm not willing to go to that much trouble to move a number to AT&T. The information I was given from the Corporate Store was that this wasn't specific to my line or even to Airvoice. The example they used was Cricket. They said that they couldn't even move a number from Cricket to AT&T Prepaid.


OMG.  You got all idiots.  They can, and do.  I can’t explain the ineptitude.  

New Member

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10 Messages

1 عام مضت

Anybody know if this issue was every fixed by ATT?  I am having the exact same issue, and the CSR in the LPN department is telling my I have to buy ANOTHER ATT SIM card.  REALLY!?!?!

ATTHelp

Community Support

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200.7K Messages

1 عام مضت

Hello @LousyCSRs,

 

We'd like to look into why you're being asked to purchase two AT&T prepaid SIM cards.

 

With details, we can get a better understanding of your situation and find the best way to assist you:

  • Are you trying to port over from a different carrier with the same number?
  • Have you already done the porting process? The porting process is used to port your current number over from your previous carrier.
  • What carrier are you porting over from?
  • Also, are there any additional details for why they've suggested this process?

Please follow up and let us know.

 

Jonye, AT&T Community Specialist

New Member

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10 Messages

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First, I bought a SIM at an ATT store.  Then I called the prepaid number and set up a prepaid account. They said I had to activate the SIM and pay a month and get a temporary phone number before transferring me to porting which I did.  Porting was unable to port my number from Tracfone for almost two days...but I had a melt down and then it worked. BUT...  when I gave him the SIM number...  he said it didn’t work as the SIM was active...told me to call back in 2 hours.  Then the prepaid account was mysterious cancelled...payment gone.  Then I called and got temporary account restored...payment credited.  I am still waiting for the ported number to be associate with my prepaid account and the temp number deactivated and my ported number to be registered to the account.  Not holding my breath.  This is now 3 days..and about 10 calls.

New Member

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10 Messages

1 عام مضت

He said he needed a second SIM...not the SIM used in the prepaid temp number.  SomI had to go get a second SIM and call back.  I ordered this on Amazon (cheaper than the ATT store which was $30) and am waiting for its delivery before calling the porting CSR ..hopefully tomorrow.

ATTHelp

Community Support

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200.7K Messages

1 عام مضت

Hello @LousyCSRs,

 

Thank you for informing us.

 

Please contact our Port Activation Center (PAC) at 888-898-7685 for further assistance.

 

Our on-call PAC team will be available to assist you with any porting errors from 7:00 AM to 1:00 AM ET, every day of the week.

 

Hope this helps!

 

Sean, AT&T Community Specialist

New Member

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10 Messages

1 عام مضت

Received 2 phone calls from port activation CSR mgt who finished deactivating temp number and re-registered the ported number to SIM.  Of course a second SIM was not necessary.  But it took 15 phone calls over 5 days... just amazing how difficult it is to become an ATT customer from one of their resellers.  It's done... but just, wow.

ACE - Sage

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100.4K Messages

1 عام مضت

@LousyCSRs

I'm wondering if it's one poorly trained who has done this 3 times that I've seen posted in a week.  

This kind of idiocy seems to run in batches, then no more. 

New Member

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1 Message

1 عام مضت

I'm hoping to piggy back on this thread if I may. I am currently an AT&T postpaid wireless customer and am looking to move over the AT&T prepaid. I've heard conflicting information on whether or not this can be done. I've spend a few hours with AT&T's CSRs and have gotten no where. I basically get on rep who says it's not their dept and will transfer me to the correct dept, only to have that person say the same thing, and basically rinse and repeat 5 times before I gave up. I went into an AT&T store, they told me it's better if I just call it in *shrugs*. So my question is: Can I move from postpaid to prepaid and port my number over? If so, can anyone give me a working number? Much appreciated!

New Member

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10 Messages

1 عام مضت

The porting department is 888-898-7685, and ATT Prepaid is 800-901-9878. You may have to do a modified version of what I did (porting from Tracfone which is an ATT reseller), as apparently "porting" isn't a thing for phones that are already on their network - it's some kind of internal transfer.   I spoke to Karen Davis in Porting - and she got it done.  It took perseverance... but I am pretty sure it can happen if you try.  Good luck!!!!

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