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sumeetwisc's profile

Contributor

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3 Messages

Mon, Jun 10, 2019 3:09 AM

moving from postpaid to prepaid

All I wanted to do was move from postpaid to prepaid, but at&t kept tossing me from one department to another.

 

I initially called 611, they said this can only be done by the prepaid department. They gave me a prepaid helpline to call. The prepaid guys said I would have to talk with the loyalty department. The loyalty department tried moving me, but they said I would have to visit the store. (this phone call lasted 2 hours). I went to the store, and after waiting for an hour, the agent said my previous account owner would have deunify the account. My previous account owner has already called thrice for 3 different things. Why doesn't at&t tell everything that needs to be done once?

QuarryRye

Master

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3.2K Messages

3 y ago

@sumeetwisc wrote:

I went to the store, and after waiting for an hour, the agent said my previous account owner would have deunify the account.

This seems to be the real problem. Are you the account owner? Or is your line on someone else's AT&T account?

ACE - Sage

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91.9K Messages

3 y ago

The only way to switch from AT&T post to pre, or visa versa, is in an AT&T store.  

If you are not the account owner, you need account number and pin code to switch

Unified billing is a whole other mess.  The account owner does have to de unify the account to manage wireless.  

Ridiculous, but wireless can’t be managed while unified.   

 

Contributor

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3 Messages

3 y ago

Thanks! I had a particularly bad experience at the ATT store in Mountain view, CA. The bottom line is the customer service agent over the phone kept saying I would have to visit the store for some permissions that they didn't have, and the store agents kept saying I would have to call customer care because they lacked some other permissions. This went back and forth thrice - so far I've spent 6 hours on the phone and 4 hours at the store, and I still haven't switched to prepaid.

Contributor

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3 Messages

3 y ago

I'm under someone else's account. My issue is that I've had to ask the owner to call 3 times so far, each time for something different.

sandblaster

ACE - Expert

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55.3K Messages

3 y ago

Since ATT can’t figure out how to do it, an alternative is to port your number to another carrier’s prepaid. I don’t believe the account will need to be de unified to allow a number to be ported to another carrier. If you still want to use ATT prepaid, wait a month and port it back.

QuarryRye

Master

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3.2K Messages

3 y ago

@sumeetwisc Has the account owner completed a transfer of billing responsibility to authorize your taking over the line? If not, that can't be done over the phone. Account owner needs to go here: https://www.att.com/tobr

 

If that's been done, and you have a unified account, there isn't an easy way to get through until the account's been separated.

sandblaster

ACE - Expert

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55.3K Messages

3 y ago

@QuarryRye The OP wants to move the line to prepaid. A TOBR is to transfer the line to another postpaid account. 

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