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nubarmstrong's profile

Tutor

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4 Messages

Wed, Jul 17, 2019 5:32 PM

How to switch from postpaid to prepaid?

I have two phones on an AT&T postpaid account, and would like to move them both to an AT&T prepaid account while keeping the numbers. So far, I have:

  1. Tried to do it myself online, but the prepaid account setup wouldn't accept my existing numbers.
  2. Talked to chat support, they said I needed to call support.
  3. Called support, they said I needed to go to a store.
  4. Went into a store, they said they were unable to complete the change because my account was set up in a different city (they said it was a "cross market account change"), and said to call support again.
  5. Called support again. Spoke with a representative who transferred me to the prepaid department. Prepaid department can't help me because I don't have a prepaid account yet. They said they would transfer me to the postpaid department, but actually transferred me to Xfinity, at which point I had been on the phone for almost an hour and gave up.

What do I need to do to make this switch? This is completely insane!

ATTHelp

Community Support

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189.8K Messages

3年前

Hello @nubarmstrong,

 

We apologize for the confusion. We can absolutely provide you with some more information about converting your postpaid wireless account to an AT&T PREPAID account. You can follow the steps at this link to Learn how to switch from monthly postpaid to AT&T PREPAID. Let us know if this helps.

 

Sean, AT&T Community Specialist

Tutor

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4 Messages

3年前

Hi Sean- That’s not helpful at all. That link includes a list of qualifications to be able to convert, all of which I meet, and the only instruction is to “contact us.” If you had actually read my post you would see that I have already done that many times. Your comment is exactly indicative of the kind of support I've been experiencing all week - no one actually takes time to understand the problem, or has any idea how to solve it.

 

In fact, I just left a corporate store (for the second time) where I was AGAIN told to call support and ask them to change the market on my account. I called support and they didn't understand what I was talking about, much less know how to resolve this.

 

I think I'm just going to switch to another provider and leave this whole mess behind.

ATTHelp

Community Support

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189.8K Messages

3年前

Hello, @nubarmstrong,

 

We'd love to try and help move your devices from a postpaid account to a prepaid account. To do so, we'll need some account information.

 

We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.

 

James, AT&T Community Specialist

ACE - Sage

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96.5K Messages

3年前

@nubarmstrong   Switching in a store is the correct way, but the ‘cross market’ does create a problem, and it might prevent a switch to another carrier as well.  

   Please let us know what works as this problem has come up before and some numbers really can’t be switched.  

 

Tutor

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4 Messages

3年前

@lizdance40it might prevent a switch to another carrier??? How is that possible?

ACE - Sage

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96.5K Messages

3年前

If I understand “cross market”, then Cross market is cross market for any carrier.  I assume your phone number is for a specific location.   Some old numbers can’t be ported.  You won’t know till you try.  

 

 

Tutor

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4 Messages

3年前

I've spent the last week getting the runaround from everyone. Phone support, corporate store staff, and forum support all said they couldn't help, but someone else could... then that channel would say they couldn't help... and on and on... (though Twitter support was actually friendly and proactive). I've gone ahead and ported to Verizon. Problem solved, and their prepaid plan actually works out to be cheaper in the end!

ACE - Sage

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96.5K Messages

3年前

Well, at least your issue is solved.  Sad to say, but that’s the answer I’ll pass on in the future.  

topry

Teacher

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14 Messages

1年前

I too am wanting to switch from postpaid to prepaid, called support and was told to go to a store. However, our current phone numbers which we have had for 20+ years, were originally obtained in another state. Does this mean we cannot switch to prepaid and keep our current phone numbers?

New Member

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1 Message

9分前

yes

You have switch market first ,then open prepaid account ,add balance, then go back to store after 3-4 days, then switch to that prepaid account

kevink

ACE - Scholar

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527 Messages

9分前

The option used is the one I would have suggested.   Go to another carrier, which clears your number out of ATT's system, then prepaid should accept.  Or just stay with the other carrier if it works out.

New Member

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4 Messages

8分前

I am facing similar problem. 

Your at n store staff and customer care are equally non helping.

Nobody picks up any customer care number for eternity !!

Please either move my nymber to prepaid immediately or cancel your service(line/number) immediately. I am fed up at n t service.

Number: (Edited per community guidelines)

(edited)

kevink

ACE - Scholar

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527 Messages

8分前

Posting your number to the world is generally frowned upon if you don't want to risk telemarketers from scalping the number from the page.

New Member

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2 Messages

4分前

I want to switch from ATT postpaid to ATT prepaid account. Customer support keeps sending me to the store  - - the corporate store keeps saying that cannot help. In today's world, this should be an easy switch. I have read all of the similar posts on this topic and it seems that there is no easy solution. Perhaps leaving for another carrier is the only option?

kevink

ACE - Scholar

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527 Messages

4分前

There have been reports that in some markets the corporate stores aren't supporting Prepaid anymore.

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