I am sorry, but this is terrible customer service. I was already on hold for 20 minutes to get a transfer PIN and the rep never mentioned I also needed an account number that ATT&T decides is privileged information that they won't give to the customer without a struggle. Really leaves a bad impression on a customer of 22 years. Thanks.
am sorry, but this is terrible customer service. I was already on hold for 20 minutes to get a transfer PIN and the rep never mentioned I also needed an account number that ATT&T decides is privileged information that they won't give to the customer without a struggle.
Prepaid customers do not have to get a port pin they have to use the security pin that they should already know. If they don't know their security pin code then they have to reset it via text message.
Postpaid customers have their account number published in their online account. Postpaid customers must get a special port pin.
Calling is not the only way to get your prepaid account number. You can log into the regular my ATT website with the email listed on your prepaid account, as long as it’s Verified, use the same password you use for paygonline, it will then prompt you to change it. Once you’re logged in, you can see your prepaid account number on the main page. This has been the case for at least a year, formerlyknownas and constructive.
I think some other people have said that this works for them, especially if they have set up a multi-line account. It doesn't work for everyone. But it sure is worth trying first rather than waiting on hold
My point was not that the PIN requirement or even the phone call was unreasonable. It was that I told them I was transferring a line and rather than being helpful and giving me all of the information I needed, I had to call back and wait again to get more information. I did have the security PIN but no one explained that it was the same as the transfer PIN so my first call was a waste of time. Then I had to call back because I didn't have the account number. Obviously it's seems to be in the carrier's best interest to make it hard for you to change carriers, but in long run it damages your reputation for customer service. Good customer service would be a webpage with clear explanations of what you need to do to transfer a line and where to find that information with explanations for both prepaid and postpaid customers.
Accepted Solution
Official Solution
Constructive
Former Employee
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31.4K Messages
1 year ago
Prepaid you must call.
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formerlyknownas
ACE - Sage
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107.4K Messages
1 year ago
This ⬆️
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afdealy
New Member
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2 Messages
9 months ago
I am sorry, but this is terrible customer service. I was already on hold for 20 minutes to get a transfer PIN and the rep never mentioned I also needed an account number that ATT&T decides is privileged information that they won't give to the customer without a struggle. Really leaves a bad impression on a customer of 22 years. Thanks.
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Constructive
Former Employee
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31.4K Messages
9 months ago
regardless the only way to get a prepaid account number is to call
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formerlyknownas
ACE - Sage
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107.4K Messages
9 months ago
@afdealy
Prepaid customers do not have to get a port pin they have to use the security pin that they should already know. If they don't know their security pin code then they have to reset it via text message.
Postpaid customers have their account number published in their online account. Postpaid customers must get a special port pin.
Like it or not this is for your security
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abqphoneguy
New Member
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23 Messages
9 months ago
Calling is not the only way to get your prepaid account number. You can log into the regular my ATT website with the email listed on your prepaid account, as long as it’s Verified, use the same password you use for paygonline, it will then prompt you to change it. Once you’re logged in, you can see your prepaid account number on the main page. This has been the case for at least a year, formerlyknownas and constructive.
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formerlyknownas
ACE - Sage
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107.4K Messages
9 months ago
@abqphoneguy
I think some other people have said that this works for them, especially if they have set up a multi-line account. It doesn't work for everyone. But it sure is worth trying first rather than waiting on hold
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afdealy
New Member
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2 Messages
5 months ago
My point was not that the PIN requirement or even the phone call was unreasonable. It was that I told them I was transferring a line and rather than being helpful and giving me all of the information I needed, I had to call back and wait again to get more information. I did have the security PIN but no one explained that it was the same as the transfer PIN so my first call was a waste of time. Then I had to call back because I didn't have the account number. Obviously it's seems to be in the carrier's best interest to make it hard for you to change carriers, but in long run it damages your reputation for customer service. Good customer service would be a webpage with clear explanations of what you need to do to transfer a line and where to find that information with explanations for both prepaid and postpaid customers.
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