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az1111's profile

New Member

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2 Messages

Fri, Aug 19, 2022 1:43 PM

AT&T Prepaid SIM Not Working and No Response From AT&T

Hello, my husband and I both purchased the AT&T prepaid plan where you pay for the year in advance. We brought our own phones (both unlocked iPhone 11’s) and we’re keeping our old phone numbers. When we put in our new SIM cards we revived text links to set up our accounts but once we clicked on the links we were not able to do so. And our phones were not able to send or receive calls and could only text when connected to Wi-Fi. I went to the AT&T store where someone tried to help me for nearly 2 hours but was unable to resolve the issue. He mentioned that the status of the cards was showing as active but some other aspect was showing as not complete or activated (I am not certain what he was looking at). He called numerous numbers and was consistently redirected without being able to connect with someone who could help. The store manager was not able to help either. I was told the information regarding the problem with our cards was being sent to management/corporate and that I should hear back in a few days. I explained that my husband and I could not be without phone service for a few days as we do not have any other phones. I was given the option of purchasing additional prepaid SIM cards for the month but we would have new cell phone numbers due to our old numbers being attached to the cards/accounts not working. I explained this was not ideal because we use our phones for work as well as personal and clients would not be able to reach us. I was told there wasn’t anything else that could be done so I paid an additional $110 for the 30 day SIM cards with the new numbers. I was told I would be contacted within a few days via email to resolve the problem. I went back to the store yesterday to find out if there was an update as I have not heard back from anyone at AT&T and was told there was no update. They took my email

again and said they would update me if they hear anything. It has been a week since this issue started and I’m at a loss for how this is being handled. It’s not my intention to be negative or complain but this experience is extremely frustrating and I regret my decision to switch to AT&T. What are my options? Am I ever going to have this resolved and if not, how do I get our phone numbers back so I can go to another carrier? 

Accepted Solution

sandblaster

ACE - Expert

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59.8K Messages

1分前

It sounds like the port of your numbers did not complete. You need to contact the port activation center. Sorry, I don’t have the number but a search of the forum should find it or perhaps someone else will post it. If that doesn’t work, file an FCC or BBB complaint.

New Member

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2 Messages

1分前

Thank you for responding. I will search for that number. 

ATTHelp

Community Support

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200.4K Messages

1分前

Hello, @az1111! We understand how frustrating it can be to not have your SIM card activated.

 

Thank you @sandblaster for your helpful information.

 

To ensure your numbers have completed the port in process, please contact the Port Activation Center at 888-898-7685. Once the numbers have completed the port in process, you can then activate the SIM cards the numbers are attached to.

 

Please let us know if you have any other questions.

 

Thank you for reaching out to the AT&T Community Forums!

 

Rachel, AT&T Community Specialist

 
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