Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need help understanding your bill?
Garciaenm's profile

New Member

 • 

2 Messages

Monday, March 27th, 2023 2:10 AM

ATT Refuses to Fix Its Error Porting My Number to the Wrong Carrier & Now I’m Stuck With NO Service

I tried porting my cel number from ATT to Google Fi but ATT screwed up and sent it to T Mobile, then cancelled my account. ATT says they can’t reactivate my account to try again because they no longer have the phone number. T Mobile says they don’t have the number despite what ATT says, and my provider lookup online. All I want is for ATT to reverse what it did so I can keep my same number. I’ve spent roughly 12 hours on the phone with customer service with nothing to prove for it and no willingness from customer service to escalate or work around. Any ideas?

Former Employee

 • 

32.9K Messages

1 year ago

Google fi is responsible for porting your number At&t doesn’t port the number there no possible way they ported your number to t mobile 

New Member

 • 

2 Messages

1 year ago

We spent hours on the phone the last 2 days and ATT said that they sent my number to T-mobile instead on Google Fi. They admitted it was their mistake so not sure why you think it’s not ATT. Google Fi cannot start my number until they receive transfer and my number never arrived to them. 

ACE - Expert

 • 

64.7K Messages

1 year ago

If they really did send the number to T-Mobile (I’m not actually believing that either) but T-Mobile says they don’t have it and never ported it, it should still be on ATT. What you describe is not how porting works. The porting carrier, in your case FI, requests the number from ATT. How that request could end up going to the wrong carrier is something I’ve never heard of. I suspect your issue is really between Fi and ATT. If customer service won’t escalate, then you should escalate by filing an FCC or BBB complaint. 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.