Transfer pin for VOIP phone.

Landlines don’t use a transfer pin. A landline would use the account pin. If you have online access, you should be able to set or reset the account pin.

We're here to assist with your VOIP concern, @Joshhansen! 

Just as our ace @sandblaster mentioned, you will need your account pin to perform the transfer. Just as they mentioned, you can view your bill online or if you have a physical copy of your bill you can locate the account pin there as well. 

Let us know if you are able to locate it!

CalebP, AT&T Community Specialist 

Where is it?   I'm looking at the bill.  "Pin" gets zero hits doing a page find.  By contrast her account number is clearly labeled all over the document.

Hi, @Joshhansen!

Just to clarify can you let us know if this is digital home phone or traditional landline service. This well help us find the proper resolution for you.

CalebP, AT&T Community Specialist 

The telephone itself is a standard landline non-VOIP phone that I bought her that plugs into a wall jack that has a splitter box in front of it, but it has a 9 digit account number instead of 10 which according to another post here makes it somehow a VOIP line. On the bill it's listed as "Phone" and she's charged $46.93 a month for it.  If you guys are asking these technical questions of your customers, you need to supply that info somewhere. 

If this person has Plain Old Telephone Service (POTS), the account PIN is the last 4 digits of the account information on the bill, Joshhansen.

The account number is the 10-digit phone number, a 3-digit serial number, and the 4-digit PIN. For further assistance, you can call the POTS team at 800-288-2020.

If you need help with anything else, let us know. Thank you for visiting the AT&T Community Forums.

Aminah, AT&T Community Specialist

I just spent another 2 hours trying to have this 80-year-old lady keep the phone number she's had for 30 years so her old friends don't lose track of her.  I was handed around from department to department--8 different people with at least 15 minute wait times each time.  800-288-2020 was one of those departments.  Somewhere in the middle I went through them.

The only additional info I gleamed from this ordeal is that it's definitely a VOIP line (but connected to a standard phone).  The guy who knew this seemed like he might be the one person in the company who knew what I needed, but he couldn't wait to transfer me to "SALES", even though I told him they definitely will NOT know anything about this.  From sales they couldn't wait to transfer me to "Retention", which sounds like they're just going to try to talk me out of the transfer and not help.  In Retention they claimed they had a technical problem where they couldn't look up the accounts, and told me to start all over again tomorrow.

Great company you guys are running here... 

I'm a VOLUNTEER just trying to help an elderly neighbor keep her number.  

This is me and Barbara.

For digital service you should be able to reset the PIN in the phone features of her MyAtt account. If its never been set up you may be able to set it up.

I drove Barbara to an ATT store location and finally found a competent person in your company to help her.   It still took her 40 minutes of calling on our behalf and a lot of inside information.

This has been a giant fail for ATT.  You've got millions of seniors with these landlines that you're (over)charging $43 a MONTH, and with no clear procedures in place for them transfer their numbers. Barbara could've never done this on her own, and there are millions of Barbaras you're doing this to.  It's frankly despicable.  

It's also a fail for this forum that nobody here knew it would require a picture ID to reset a forgotten PIN.  That bit of info would've saved me hours of tech support (Edited per community guidelines), even though it's a ridiculous requirement that I had to drag a low-mobility senior down to physical location to make it happen. 

As a final rib kick to Barbara, ATT charged her a $70 "cancellation fee" when I cancelled her services today.  She's had the same service for decades.  Disgusting. 

This has been a PREDATORY experience.  The financial equivalent of pulling a hungry animal off an 80-year-old woman while bystanders do nothing or actively help the animal.

I there's anyone left in this company with a soul, DO SOMETHING.