New Member
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3 Messages
New Prepaid account in limbo....why doesn't sim card ship?
A week a ago I bought a ATT prepaid wireless plan and paid up front for a year.
I entered a number I have with verizon to be ported. I got an email there was a problem porting, but when I followed up I was informed all was normal and verizon has told me the number is now ported.
Yet in my order still shows "in-progress".
Impossible to get a live person with abiltiy to check on the order.
Since I don't have the sim card I also do not have an active account, yet. So this confuses reps.
SO frustrating.
ATTHelp
Community Support
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231.2K Messages
3 years ago
Hi @uhoh7,
Thanks for reaching out! Allow us to assist.
The porting process takes priority over the orders. So the porting process will need to finish completely before orders are shipped etc. Have you checked to make sure that your port status is completed? There is more helpful information on our support page, which goes over transferring a number to PREPAID.
With more information, we'll be able to see why you're experiencing this issue.
Collin, AT&T Community Specialist
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uhoh7
New Member
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3 Messages
3 years ago
What a nightmare. The verizon tranfer PIN is time sensitive, and ATT let it expire and never gave me a correct number to respond or find out anything. It turns out if you are in limbo and your number does not show up in automated records, they just hang up on you. I wasted hours on the phone waiting to be told "I can't help you, but let me transfer you". I don't blame the poor people on the phone, this is awful, careless organization, by design.
Bottomline: if you buy a prepaid plan NEVER ask to transfer your number before you have SIM in hand. ATT cannot handle this.
Why did they ask me in "checkout?"
I went into a ATT store (another nightmare, with covid precautions ignored), and after an hour, I walked out with the plan I wanted and a sim card. They had to cancel my original order, I had to get a whole new verizon PIN, etc.
The upside is I'm prepaid for a year @$25 permonth with 8GB, so I don't have to deal with this terrible company and it's poor employees for a year.
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ATTHelp
Community Support
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231.2K Messages
3 years ago
Hello @uhoh7,
Thank you for informing us.
We sincerely apologize for this negative experience that you've had during the number transfer process.
However, we're glad to hear that you were able to get your SIM card, as well as the plan that you wanted now.
Please don't hesitate to contact us with any further questions or concerns that you may have going forward.
We're always happy to help!
Sean, AT&T Community Specialist
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uhoh7
New Member
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3 Messages
3 years ago
New Prepay customers should be warned number transfer may greatly delay getting a sim card. I am not the only one who has had this issue, I now discover. In addtion, those who order prepay should have a simple contact to deal with issues, and that contact should be fully in the know about all pitfalls.
Once I was activated, I did get some excellent assistence from an ATT person, who helped me navigate voice mail setup, where there were more quirks.
It's the long waits on phones to be told "we don't do that", and then actually being hung up on by automated systems, while asking for customer service, or operator, that really boiled my blood.
A support ticket system and call backs with caller ID "ATT" would be so much better than the antiquated phone support I had to endure.
Nobody with the power to act cares, apparently. Which does not much help the many well meaning employees like yourself I'm sure.
Thanks for your attention. Please relay these issues to leadership as best you can to help future victims.
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ATTHelp
Community Support
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231.2K Messages
3 years ago
Greetings @uhoh7,
Thank you for reaching back.
Your feedback is always highly appreciated because it helps us to better serve you. Your concerns are hereby specifically noted and will be communicated to the appropriate department.
Thank you for choosing AT&T.
Doyin, AT&T Community Specialist.
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