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CN3391's profile

3 Messages

Saturday, September 23rd, 2023 2:46 PM

Order on hold. Still.

Ordered 2 new lines last Monday with 1 new # and 1 ported to At&t.  Order was put on hold due to a porting problem. Called and got the port issue taken care of.  Order still on hold.  Customer service tells me I cannot port a number online and have to visit a store and the port department says everything is good and the order should ship. Already have a port confirmation from previous provider but Order won't ship.  Spent hours dealing with this and got nowhere.  

Community Support

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225K Messages

2 months ago

Hello @CN3391, we can help you with your concern.

We understand your concern with the delay in your order.

  1. Contact AT&T Customer Support Again: Please reach out to our customer support one more time to explain the situation, including the porting issue that has been resolved and the order still on hold..
  2. Visit an AT&T Retail Store: If you are unable to resolve the issue through phone support, consider visiting an AT&T retail store in person. The store staff may be able to provide on-the-spot assistance and resolve any order-related issues.
  3. Check Order Status: Periodically check the status of your order online or through the AT&T app to see if there are any updates. Sometimes orders may progress even without immediate notice.

    If the issue persists and still, you’re unable to resolve it, you might consider porting your number from your previous provider again, following AT&T's specific porting process. This may involve canceling the existing order and starting the process new.


    Thank you,
    Susan
    , AT&T Community Specialist

3 Messages

2 months ago

Unfortunately I have called back multiple times to explain the situation.  One time was on hold for 1 hr 40 min.   The port department was great, and got me on a 3 way call with the previous carrier to port the number.  The customer support line has been no help at all.  They just keep saying that you cannot port a number online and need to go to a store.  All I wanted to do was add 2 more lines to my service that I originally started (and ported) online.  At this point I'd just like to take the service somewhere else.  I do have a store appointment now a week later that I shouldn't have needed in the first place.  Have to wait until Monday for that.  

Community Support

 • 

225K Messages

2 months ago

Hello @CN3391, we understand your concern.

We request you to kindly visit the nearest AT&T store staff this is the option they may be able to provide you spot assistance and resolve any order-related issues.

If the issue persists, we suggest that consider porting your number from your previous provider again, following AT&T's specific porting process. This may involve cancelling the existing order and starting the process new.

Thank you,
Susan
, AT&T Community Specialist

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