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DSquareStCharles's profile

Tutor

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3 Messages

Saturday, February 8th, 2014 5:09 PM

How do I get back my previous phone number?

We had U-verse installed yesterday -- TV, Phone, Internet.  It all went perfectly, except we lost our phone number.  Before U-verse, we had service from ATT (used to be SBC), with DSL added.  I signed up by web, and the web site would not allow me to retain my number.   No problem:  I called ATT and the tech said I had placed a lock on the number, and she would fix it.   Yesterday the service guy said number was being changed.   Called ATT again, and the tech said no problem, number would be restored after the install.   We got a new number after the install.   Yesterday spent 3 hours on the phone and did a chat session.   Claim is I need to do a manual install of something -- maybe have to change a cable and call another ATT number.   How can this be?  I have an uncomfortable feeling I am about to do a manual install of U-verse phone, even tho it is already installed.   Aren't numbers changed at central, and not at my telco box?   Can anyone direct me to a better way?

Tutor

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3 Messages

10 years ago

Thank you for your quick reply.  If any of those agents had told me I would have to wait 10 days, that would have satisfied me, and I would have waited, instead of beating on the help lines for hours.  At any rate, I am satisfied, and will wait for the self-install kit on Tuesday, even though none of the agents told me the name of this kit.  Yes, I should have asked myself.  Instead I kept asking what was its purpose (and no one could tell me).  So, on Tuesday, I will find out about this self-install; and then maybe wait a few more days for the previous number.   Again, thank you for your very informative and quick reply.    

Tutor

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3 Messages

10 years ago

Success!.  My phone number was restored the morning of the 11th.  The kit came on the 12th, with a note that my number would be restored on the 12th.  It wasn't a BBU; it was instructions on how to connect my phone lines to U-verse, and it had a Y connector, in case I needed it.   Since my phone had been working perfectly on VOIP since the initial installation, the kit was unneeded, but I got it for free anyway, with all the discounts.   Maybe this was the tech's way of getting a recalcitrant system to do its job.  Maybe something else.  Bottom line, all is working perfectly.   Thank you for all your help. 

Contributor

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2 Messages

10 years ago

I clicked on "Me Too", but meant I have a similar situation......I'm new and didn't realize "Me Too" meant the answer helped me too.  Anyway, I called AT&T today to switch my VoiP to a landline.  After being passed around a few times, someone finally said they could help me.  We spent about 20 minutes setting up the process, then I was told I would receive a new phone number.  We have had this phone number for over 50 years and do not want a new phone number.  All of our family and friends have this number.  I was told it was not possible to go from VoiP to a landline and keep our same phone number.  That does not sound right to me.  I could call a cable company and get phone service through them, and I know I would keep my same number.....just as I did almost 5 years ago when I switched from cable to AT&T Uverse.  Has anyone encountered this and found a way to keep your old phone number?

Expert

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10.1K Messages

10 years ago

IBRalph - As you point out the portability of phone numbers provides a lot of flexibility in transferring the phone number between providers. I believe there are two hard rules.

The first is the number must be in service and requested by the accepting company. There was just a thread about this.

The second is - when returning to POTS the number must supported by the serving central office. This may be why you are having a problem. Many people have been in your position & must have been able to retain their previous (POTS) number. If the number was originated by the cable company, it would not be portable because there would be no equipment in the at&t Office. This is not your case, but it can be confusing your current contact.

See if attcustomercare can help by sending PM using this link - http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Contributor

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2 Messages

10 years ago

Thanks, aviewer.  I will put this info in my file.  We've decided to upgrade our phone equipment and stay with VOIP.  This system has a battery backup and it also has the ability to cut the static from the line.  I don't have the static problem often, so hopefully my wife will find this solution workable.

 

Contributor

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1 Message

10 years ago

My number was also changed. I have had the biggest run around for 2 days. Customer support is failing. They act like I don't know what I am talking about. I just want the same number I have had for 37 years back. I was not told that my number would change. Att needs to fix this problem. .

 

Former Community Manager

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10.4K Messages

10 years ago

Hello @struja 

 

I'm sorry you're having some issues with your number. We can help you with that. Please send us a private message by clicking here and one of our specialists will be happy to assist. Please include your name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy

Contributor

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3 Messages

8 years ago

I signed up with AT&T in September.  Was promised I'd get my old number back.  Then it "wasn't available," but would be later.  In February 2016 I called, and was informed that the old number, *** was available, and it would be changed in 48 hours or so.  A week later I called again and was told a technician would need to come out.  A week later the technician came, but said he was "repair" not "install new service" and he couldn't help me.  Set new appointment.  Next technician explained he was here to switch route out!  He called about the number and told me he needed to do something at the pole that would cut off my service, but a tech would arrive on Friday (three days later).  It's the following Tuesday, I've been on the phone for 48 minutes according to my cell phone, and a nice young fellow has promised, again, that NEXT Tuesday this will be done.  February 14 to May 11 (today) is only twelve weeks.  If I lived in some 3rd world country I'd expect this.  I deeply regret changing my service from Comcast. 

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

ACE - Expert

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35.8K Messages

8 years ago

@rogerconnertn, click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your name, Billing Account Number, and the best time and way to reach you.

Contributor

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3 Messages

8 years ago

Here is the final indignity from the saga of getting back my previous phone number.  This is treated as a "new" installation.  They are waiving the installation charge, but the promotion I got last year isn't available, so they are going to increase my monthly bill!  The Sales department wa unable to get the additional charges waived, and now I'm being referred to "Retention," where they can give sweeter deals.   Keep this in mind if you are trying to get your old number back.  You will be treated as obtaining NEW SERVICE, and any promotional rate you were given at the first will no longer be applicable.  

 

According to my phone this call has now lasted 1 hour, 12 minutes and 50 seconds.  And I'm on hold.

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