The new iPhone 15
JS_VA's profile

New Member

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2 Messages

Wednesday, October 5th, 2022 3:39 AM

Number does not transfer to new upgraded iphone

I am trying to transfer my number from my old ATT iphone8 to my new ATT iphone14 that I ordered via the ATT website upgrade process.  I have been successful in upgrading one line/phone pair, but a second iphone8 upgrade to iPhone 14 will not transfer my phone number to the new device.  I continuously get a "Oops contact ATT support something went wrong" message.  After contacting ATT support they advised I needed to go to the local store to get a QR code for the upgrade.  I went to the local ATT store and they advised there is not such thing, they briefly checked my account and said go back home and try the upgrade process again.  Once again it fails.  I have upgraded the iphone8 to the latest ios16 version per the instructions - and have upgraded to the late io16 on the new iPhone 14, but still no luck.  I am stuck and ATT support is NON EXISTENT.  Any advice/guidance on here as it is my last resort until I take it all back and drop it off at the att store and tell them I am switching carriers.

Accepted Solution

Official Solution

ACE - Sage

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117K Messages

2 years ago

Community Support

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231.2K Messages

2 years ago

We understand your frustration with your current number not transferring to your new iPhone 14, @JS_VA

 

We want to help. Let’s meet in a Direct Message to discuss escalating your number transfer request. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, you can use this resource to back up and transfer your content. Just simply scroll down and follow the prompts.

 

We look forward to assisting you further. Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

 

 

 

 

 

 

New Member

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2 Messages

2 years ago

Closing the loop - thanks for the replies.  I spoke to a knowledgeable Advanced Tech support rep who checked various settings and determined the phone was apparently blocked due to it being mismarked as lost in shipment.  Once they clarified that it was indeed received and in my hands, they reset the phone and I have been able to port the number as anticipated.  Appreciate the replies on here.

(edited)

Community Support

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231.2K Messages

2 years ago

That's great news, @JS_VA. We're happy to hear that you're able to port your number successfully.

 

Please let us know if you need further assistance in the future. Thanks for reaching out to AT&T Community Forums!

 

Nelson, AT&T Community Specialist

New Member

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2 Messages

11 months ago

My mother, a longtime AT&T customer, just upgraded from a 4G flip phone to an iPhone. (About time, I know!) She was told her old phone number (that she's had for years and years) could not be transferred to her new phone because her old phone was obsolete. That makes no sense. She just wants to keep her phone number. Why can't she have her old phone number on her new phone?

ACE - Expert

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64.7K Messages

11 months ago

@pzargaj Not only does it not make sense, it is simply not true. Of course her number can be transferred to the iPhone. She just needs a new SIM card or esim activated with that number. Did she upgrade at a store? What they probably did was add a line for the new phone, which was totally uncalled for. If they did add a line, they also likely put the installment plan for the new iPhone on that line. If that line is cancelled, the balance owed on the iPhone will be due. If that is what happened and she is still within the 14 day return period, it might be best to return the phone and cancel that new line. If it’s past the return period, it will likely take escalating to corporate by filing an FCC or BBB complaint to resolve.

New Member

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2 Messages

11 months ago

Sandblaster, thank you so much for the prompt response. This situation has been so depressing. My parents are seniors and not particularly cell phone savvy. So, instead of helping them, their AT&T store seems to have taken advantage of them. I will go back to the store with my mother and get this straightened out. I really appreciate your help!

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