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New Member

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5 Messages

Wed, Apr 15, 2020 5:41 PM

I cannot get through to activate my phone

Yesterday I was on the phone 3 hours. Today I am on the phone again. There is no one there. There is no one to pickup the phone at ATT! I spoke to Facebook support yesterday and they just tell me to ring the customer line. LOL.

So here is the issue. I have activated one phone on a prepaid account. However, the other number which is my personal number transferred from sprint is not being recognized and is not appearing in my account. Any ideas on how to do this? I am thinking about going back to sprint just so that I can have a working telephone number again. This is ridiculous!

ATTHelp

Community Support

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172.6K Messages

2 y ago

We apologize about your experience, @Susieb1234!

 

Let's see if we can't help with your Prepaid port-in issue. We just need a little more information about your experience.

  • First, don't cancel your existing service! We'll take care of that when you activate your new AT&T PREPAID (formerly GoPhone) phone.
  • Second, contact your service provider so you know what charges may apply. You'll need to pay any outstanding balances. You may also have to pay an early termination fee.
  • Third, make sure your number is eligible to transfer to AT&T network.

Also, please be advised that when transferring your number from another wireless carrier or AT&T wireless:

  • If you start your number transfer in an AT&T store, your number will transfer to us within 1-3 business hours.
  • If you order your new phone or SIM card online or over the phone, your number transfer may take up to 3-5 business days to complete. Your old phone will still work until you activate your new AT&T PREPAID phone or SIM card.
  • If you're transferring a non-wireless number, it'll take a minimum of 5-7 business days to complete.

Let us know how this worked for you.

 

Lar, AT&T Community Specialist

New Member

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5 Messages

I'm sorry - I have spent 1 whole week trying to get through to Support. Facebook support ignored me and this is your reply after 1 week. I'm sorry - but I have gone back to my original service provider.

Please note: I do request cancellation of the number (Edited as per community guidelines) due to your poor support. I expect that the number given in this feedback form will be kept private. I do not know how else to contact you people. I have tried calling and spent many fruitless hours in a call queue and I do not expect any further hassles where I have to waste my time calling you asking for cancellations/refunds. I will not expect to be charged anything for this line considering the amount of time it has taken me to get any reply at all.

If you do not refund me and cancel my subscription I will take this matter further.

Thankyou!

(edited)

New Member

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5 Messages

First, don't cancel your existing service! We'll take care of that when you activate your new AT&T PREPAID (formerly GoPhone) phone.

I have cancelled - I have spent 1 week without my phone number. My personal phone number is connected to everything - I need it. And there is no guarantee I can get through via support because I have tried multiples times. Quite frankly, I have given up on your NON-customer-support!

Second, contact your service provider so you know what charges may apply. You'll need to pay any outstanding balances. You may also have to pay an early termination fee.

If you request any early termination fee - I will take this matter further. It is simply not acceptable to go without a main phone number for 1 week. I have spent many hours calling and not getting through. You owe me!

Third, make sure your number is eligible to transfer to AT&T network.

That is the first thing I checked - and yes, according to your system there was no problem. However, when I followed your instructions to activate my phone I got error messages everytime. And I tried multiple ways.

New Member

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5 Messages

@ATTHelp Please note the date when I raised this issue - please note the date when you deemed to give a reply. NOT ACCEPTABLE! CANCEL -> REFUND and don't give me any more hassle!!!

New Member

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5 Messages

If ever I have a support system like this [so broken] I swear I will shoot myself!!!

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