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Posted Feb 8, 2014
9:09:27 AM
How do I get back my previous phone number?

We had U-verse installed yesterday -- TV, Phone, Internet.  It all went perfectly, except we lost our phone number.  Before U-verse, we had service from ATT (used to be SBC), with DSL added.  I signed up by web, and the web site would not allow me to retain my number.   No problem:  I called ATT and the tech said I had placed a lock on the number, and she would fix it.   Yesterday the service guy said number was being changed.   Called ATT again, and the tech said no problem, number would be restored after the install.   We got a new number after the install.   Yesterday spent 3 hours on the phone and did a chat session.   Claim is I need to do a manual install of something -- maybe have to change a cable and call another ATT number.   How can this be?  I have an uncomfortable feeling I am about to do a manual install of U-verse phone, even tho it is already installed.   Aren't numbers changed at central, and not at my telco box?   Can anyone direct me to a better way?

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Feb 8, 2014 7:06:03 PM
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Employee
A change of number is normally 5 to 10 business days, read 2 to 3 weeks.
If enough time has not pasted to allow transfer of existng numbers, the options are no phone number till can port over new, or assign a temporary number till can port original.

It sounds based on description, the lock removal date and install date was not 2 to 3 weeks apart, therefore install for voip phone service completed, wiring changed.

When original number is available, will be notified and need to port (transfer) the number to your account.
This is basically calling a 800 type number when instructed from your home phone to complete the process.

The other option was to delay install till a future date when could install all services together.
As order written with temp number, the install tech was probably not even aware of different number till informed.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
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How do I get back my previous phone number?

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Feb 8, 2014 7:06:03 PM
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Employee
A change of number is normally 5 to 10 business days, read 2 to 3 weeks.
If enough time has not pasted to allow transfer of existng numbers, the options are no phone number till can port over new, or assign a temporary number till can port original.

It sounds based on description, the lock removal date and install date was not 2 to 3 weeks apart, therefore install for voip phone service completed, wiring changed.

When original number is available, will be notified and need to port (transfer) the number to your account.
This is basically calling a 800 type number when instructed from your home phone to complete the process.

The other option was to delay install till a future date when could install all services together.
As order written with temp number, the install tech was probably not even aware of different number till informed.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: How do I get back my previous phone number?

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Feb 9, 2014 12:35:40 PM
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Thank you for your quick reply.  If any of those agents had told me I would have to wait 10 days, that would have satisfied me, and I would have waited, instead of beating on the help lines for hours.  At any rate, I am satisfied, and will wait for the self-install kit on Tuesday, even though none of the agents told me the name of this kit.  Yes, I should have asked myself.  Instead I kept asking what was its purpose (and no one could tell me).  So, on Tuesday, I will find out about this self-install; and then maybe wait a few more days for the previous number.   Again, thank you for your very informative and quick reply.    

Re: How do I get back my previous phone number?

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Feb 9, 2014 4:03:29 PM
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Employee
The self install kit is generally a battery backup unit (BBU) and instruction on number to call.
Suspect install tech already installed BBU with temporary phone number, just need to call when instructed.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: How do I get back my previous phone number?

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Feb 13, 2014 2:56:04 PM
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Success!.  My phone number was restored the morning of the 11th.  The kit came on the 12th, with a note that my number would be restored on the 12th.  It wasn't a BBU; it was instructions on how to connect my phone lines to U-verse, and it had a Y connector, in case I needed it.   Since my phone had been working perfectly on VOIP since the initial installation, the kit was unneeded, but I got it for free anyway, with all the discounts.   Maybe this was the tech's way of getting a recalcitrant system to do its job.  Maybe something else.  Bottom line, all is working perfectly.   Thank you for all your help. 

Re: How do I get back my previous phone number?

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Mar 18, 2014 8:03:46 PM
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I clicked on "Me Too", but meant I have a similar situation......I'm new and didn't realize "Me Too" meant the answer helped me too.  Anyway, I called AT&T today to switch my VoiP to a landline.  After being passed around a few times, someone finally said they could help me.  We spent about 20 minutes setting up the process, then I was told I would receive a new phone number.  We have had this phone number for over 50 years and do not want a new phone number.  All of our family and friends have this number.  I was told it was not possible to go from VoiP to a landline and keep our same phone number.  That does not sound right to me.  I could call a cable company and get phone service through them, and I know I would keep my same number.....just as I did almost 5 years ago when I switched from cable to AT&T Uverse.  Has anyone encountered this and found a way to keep your old phone number?

Re: How do I get back my previous phone number?

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Mar 19, 2014 6:04:14 AM
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IBRalph - As you point out the portability of phone numbers provides a lot of flexibility in transferring the phone number between providers. I believe there are two hard rules.

The first is the number must be in service and requested by the accepting company. There was just a thread about this.

The second is - when returning to POTS the number must supported by the serving central office. This may be why you are having a problem. Many people have been in your position & must have been able to retain their previous (POTS) number. If the number was originated by the cable company, it would not be portable because there would be no equipment in the at&t Office. This is not your case, but it can be confusing your current contact.

See if attcustomercare can help by sending PM using this link - http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Mar 20, 2014 8:40:47 AM
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Thanks, aviewer.  I will put this info in my file.  We've decided to upgrade our phone equipment and stay with VOIP.  This system has a battery backup and it also has the ability to cut the static from the line.  I don't have the static problem often, so hopefully my wife will find this solution workable.

 

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Apr 12, 2014 1:17:26 PM
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My number was also changed. I have had the biggest run around for 2 days. Customer support is failing. They act like I don't know what I am talking about. I just want the same number I have had for 37 years back. I was not told that my number would change. Att needs to fix this problem. .

 

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Apr 16, 2014 1:07:48 PM
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Hello @struja 

 

I'm sorry you're having some issues with your number. We can help you with that. Please send us a private message by clicking here and one of our specialists will be happy to assist. Please include your name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy


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For account specific help, please send a private message to ATTCustomerCare

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*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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