New Member
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14 Messages
No service on new device, already activated and number port confirmed
Cannot figure out how to get to a human using the customer service numbers. Hoping for some help here. Here's the background:
I'm switching to ATT prepaid from Cricket using a new unlocked pixel 4a I just bought. I ordered and received a SIM card from ATT in the mail that has my old phone number on the label (as requested).
- Inserted SIM into new phone.
- Went to att.com/activateprepaid and put in the info. It said "Your SIM card is active" on the next page. No service on the phone even after restart.
- Thought I could find out something through www.paygonline.com. Typed in my phone number and clicked New User to get the temp password. Error message appeared "The information is not valid".
- Thought it could be because I was transferring my old number. I went to Number Transfer/Port Status website and says "Your port status is: confirmed"
On first boot, I had transferred apps to the new phone from my old phone and thought one of them might be causing an issue. I did a factory reset and then offline set-up of the Pixel. Still no luck.
What's the best next step? Thanks for the help. Never had a phone activation be difficult before. This is not a good first impression of ATT.
Accepted Solution
ThermoMadeMoreSense
New Member
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14 Messages
3 years ago
I see this issue a lot in the forums so I'm gonna leave this here to hopefully help someone else. I'm not sure, but the issue may have been related to purchasing the SIM cards online. Anyway, the final solution is below. This is assuming you have tried to activate already through att.com/activateprepaid and checked port status at www.att.com/port/
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ThermoMadeMoreSense
New Member
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14 Messages
3 years ago
I went to a store to speak with someone. After completing the steps I had, he could not get service on my phone either. He agreed that it may be a port issue with Cricket to AT&T. He suggested I call Prepaid Customer service at 1-800-331-0500 so I did. No matter what I respond for the automated prompts, I am told to go to a store or try activating online... I tried entering my number and 0#, which I have read gets you to a person. It does not. The response is "I understand you want to talk to a person, but we need more info to direct your call". When I give the info it says that I should go to a store or activate using their automated system, which I tried.
Does AT&T actually employ anyone in Customer Service? If so, how do you speak with them? Thanks!
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ThermoMadeMoreSense
New Member
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14 Messages
3 years ago
@joey2007ua , I really appreciate it. No offense, but can't believe we have to rely on non-ATT employees to sign up for their service and pay them. I called the PAC and spoke with someone who was confused as to why I did not have service seeing how the number was ported and SIM card activated. Glad they were also confused and I wasn't missing something easy. After a long hold they got service to start working. They said I had to hang up and call back to do the next phone. Just mind blowing man. Just wild how difficult they make this. Oh well. Thanks for the help.
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ATTHelp
Community Support
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225.7K Messages
3 years ago
Hello @ThermoMadeMoreSense,
We'd like to assist with activating your service.
Were you able to successfully activate your service for your devices?
If not, please let us know so we can further assist.
Jonye, AT&T Community Specialist
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ThermoMadeMoreSense
New Member
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14 Messages
3 years ago
I was able to activate my service. Thank you.
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ATTHelp
Community Support
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225.7K Messages
3 years ago
That's great news, @ThermoMadeMoreSense!
We're glad to hear that you port order from Cricket has completed, and your device has been activated.
You can always recourse AT&T PREPAID support to learn how to manage your balance, estimate usage and more.
We'd like to be the first to welcome you to AT&T. Please let us know if there's anything else we can help you with. Thank you.
Keny, AT&T Community Specialist
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