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Frank_Castle's profile



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Wednesday, October 2nd, 2019 12:01 PM


They canceled my order and now they say I can't port my numbers.

I completed a purchase online Monday (9/30) that included a $300 visa gift card for switching to AT&T (I'm coming from Verizon). My order was canceled (10/1) without warning or an attempt to fix the identity issue you were having. So, now that's canceled and I'm missing out on the $300 visa deal. But I've seen all over the forums that AT&T usually makes it hard to get the $300 card anyways. So, I give up. It's now Wednesday (10/2) and I'm trying to purchase new phones on the website and it says that my numbers are not available to transfer to AT&T, how is that possible? It should not be this hard to switch to AT&T.


Does anyone know why my numbers can't be ported after a canceled order? 

Community Support


231.2K Messages

5 years ago

Hello, @Frank_Castle,


Thank you for reaching out to us. Here's information transferring numbers to AT&T Wireless. The number has to be released form the carrier it's currently connected to. If your old carrier hasn't released it, it isn't available to transfer.


For assistance on your order, please call our eCommerce department at 866.267.4510. They're available from 8am until midnight Eastern on Monday through Friday, and from 8am until 8pm on Saturday and Sunday.


Have a great week.


James, AT&T Community Specialist

New Member


1 Message

4 years ago

I am having the same issue. I have tried this multiple times, with each transaction getting canceled. I called into customer support and was on the phone for over 3 hrs and they couldn’t help. They kept wanting to send me to a store where the phone price was $29 more per month per phone. I am trying to add 6 lines which would cost me roughly $1800 more per year. This has been the worst customer service interaction I have ever experienced. It is a shame as the actual phone service itself seems to work well. 

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