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Fortress12's profile

4 Messages

Wednesday, November 15th, 2023 3:27 PM

Issues with PREPAID activation and porting number in

Issues with PREPAID activation and porting number in.

I haven't had any luck with this iniital process. I've got a few questions and will try and give as much background info as I can.

I don't know if this has anything to do with this or not, but I will add this part just in case. I was curious to test out the ATT network and I didn't see anyplace where I could do a trial on an esim with my factory unlocked Iphone 13. I saw that Cricket had a 14 day free esim trial. Last week I added the MyCricket Trial and was up and running with no problem. I live in a more rural area and there are tons of dead spots. We survive on WIFI calling at home. Cell phones don't work inside our house for any carrier. After a couple of days I was satisfied with the amount of bars on the phone knowing that sometimes 1 bar is as good as it gets. I ended the free trial on the phone about 4 days into the 14 day trial, deleted the MyCricket app and deleted the esim from my Iphone on Sunday.

On Sunday I went to the ATT Prepaid site and went through the BYOD portion and added all the info for porting my number in. I elected to have a free physical sim card sent to me using the $30 5GB plan. During checkout it asked if I wanted to sign up for autopay so I checked that box.

Later on Sunday I got an email titled "We have your number request" that said it was a quick update saying the number transfer was in the works.

Tuesday my SIM card arrived. I purposed drove down to the highway where I knew there was solid ATT signal. I put the sim in my iphone and turned it on. I took awhile but I got a text message on my Iphone with a link that said to activate new service. I keep clicking on that link and that page wouldn't load. So then I starting going to ATT website pages on my other Android phone that still worked. Eventually I found a page that said ATT Prepaid Activation portal and I had 3 boxes to fill in. I added the sim card#, my Iphone IMEI and billing zip. The page I got something that looked positive and said something like your sim is active already. So I clicked next and it brought up the ATT Prepaid account sign in page. I clicked the new user part and it brought up a page to request a temporary password. I entered the phone number I'm trying to port in, but a text never shows up on either phone. I can't get past this page. The iphone shows signal bars, but otherwise doesn't do anything. I can't call 611 because it just says call failed. When I tried to call the phone# in the SIM card kit that was on the pamphlet it said that there is not an account with that number. I tried all this stuff multiple time with no luck. So I gave up and drove to go to an ATT store.

At the store: The 1st thing the guy says it that it doesn't look like a Prepaid account and it didn't look "funded" (we'll circle back to that in the questions). I could see my correct cell phone number in his system as "xxx-xxx-xxxx RESERVED". He proceeded to try and go to the same couple screens I've been to multiple time with the exact same results. Eventually he said I could get you going right now, I'll just give you a new cell phone number. WHOA, NO WAY. So I said I wonder if I can stop the porting process by contacting my existing carrier and see if they can kill this whole thing from their side. So I called them and they got spoke with a tech person who said they thought they could stop it, but it would help if I could get ATT to cancel the port. I was still sitting in my car in the ATT parking lot so I went back in but this time got a 2nd guy. So I asked him if there was anyway to get them to cancel the port and when he checking a porting portal it just said it was in progress and he wasn't sure what to do. I also asked him if there was anyway to reset the prepaid account portal so I could delete whatever autopay stuff may or may not be in there since it's not clear and he went back and did the same thing where the text doesn't show up. So I left and figured there wasn't anything else I could do on that day.

When I look inside my Google FI app it still says cancellation pending. Before anyone goes crazy it's just a regular cell phone number I'm trying to port, not one of the those Google Voice numbers.

Question 1 - Does anyone know at what point the the funding or charging my credit card happens? If I had been able to get into that PREPAID portal would I have been trying to manually make a payment the 1st time and autopay kicks in later? Or could entering my payment info when I ordered the SIM card mean I'm stuck without access to delete my payment info on service that doesn't work? 

Question 2 - Has anyone lost their phone number during the porting process? At this point I'd be happy to be with whichever carrier can guarantee they have my number and aren't going to goof something up to the point where I don't have any service at all. 


So I'm not sure where to start picking up with this. Is trying to cancel my port in the best way to go or should I try and see if ATT can get ny number successfully working on that Iphone. I want to do whatever route keeps my phone number safe. I don't have a landline and losing my number would lock my out of virtually all my accounts that only work with text message access codes. Any ideas?

Update- I forget the part where the store guy said they weren't a corporate ATT store and if I went there I may have better luck because they have more access to stuff supposedly. That's like an 80 mile drive and I'm trying to avoid that.

Accepted Solution

ACE - Sage

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118.3K Messages

7 months ago

You need to contact AT&T port department to transfer your phone number from your old provider to your new AT&T service

PAC (Port Activation Center) at 888.898.7685. 

(edited)

2 Messages

7 months ago

I did this from 9:30AM to 11:00PM, and every employee I talked to told me a different thing. The last little girl told me to go to Walmart where I purchased the sim card from because they needed information from them. I was hung up on by a manager and transferred to tech support by a little boy who did not have any idea what he was doing and was very hard to understand. I get you are saving money by outsourcing the call centers, but can you at least make sure that these people you hire can be understood easily. After the whole day being wasted and one run around after another and now paying for 3 plans in 4 days 2 $65 plans and 1 $30 plan my phone does not work yet again because I have not added enough money to start using the $65 plan, and I am out of time, and now I am locked out of my account and have to wait another hour to try to get back into it. 

This is the absolute worst customer service that I have ever had, but I am just wasting my time even typing this because nothing will be done, and I will remain out of the money that I have paid into this company and why, because they have no idea what to do other what the monitor tells them. They do not know how to handle customers, they are rude, poorly trained and uncaring. 

Community Support

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232.9K Messages

7 months ago

Hey there, thank you for reaching out to us.
 
We are glad to assist you.
 
As the ACE rightly mentioned, please connect to the AT&T support number (Port Activation Center at 888.898.7685), they will help you through the process of porting your number from your current service provider to AT&T, also they will help you with the activation process.
 
For any further questions, please feel free to reach out to us. 
 
Thank you for reaching out to our AT&T Community.
-Jack, AT&T Community Specialist.

2 Messages

7 months ago

OH I did reach out to the port activation department, and now I have just figured out why my phone is not working again. My old number got ported in sometime this evening and my phone has one phone number on it and my account has another phone number on it. So now I am going to pay another $65 to activate my old number so hopefully it updates on my phone and i have a phone. so the porting in of the number is the whole issue and takes like 48 hours to complete. This is (Edited per community guidelines) Poor service on AT&T's part. I will be contacting customer support tomorrow and hopefully getting at least some of my money back. But, I am not holding my breath on this because I would die. 

(edited)

ACE - Sage

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118.3K Messages

7 months ago

🤦🏼‍♀️

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