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New Member

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2 Messages

Mon, Jan 4, 2021 6:36 PM

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Trying to port out a number in my account

I was on the telephone on Saturday for 3.5 hours and today for 4 hours trying to get port protection removed from one of the phone numbers on my account, my sons, so that he can transfer his number to a new provider in the new town where he has moved.   No one or thing has been able to help me do what should be an easy task.

MicCheck

ACE - Expert

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12.3K Messages

2 years ago

I am not aware of any "port protection" that can be removed from a wireless account. To port to another provider, the customer must have the account number and account PIN/passcode.

New Member

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2 Messages

2 years ago

This is NOT TRUE.

AT&T has "Port Protection" and I am trying to move 1 number on my account over to Tracfone and am having the same issue.

"Port Protection" is NOT on their website anywhere and little on the web also.

It is actually under their "Global Fraud Protection" dept.

The normal cust service folks were ALSO unaware that this is a thing and luckily got forwarded to the "Porting" activation dept .... who then forwarded me to "port protection".

Their secret numbers as of 3/2021 are:

att global fraud management

877.844.5584

888.898.7685

The way it is supposed to work is:

When your new provider asks for the transfer you will receive a txt from ATT on the phone you are trying to port out that confirms you want to do this,  and you need to reply with the 4 digit pin sent to you.

You will receive a reply txt from ATT:

"we're sorry to see you go.  xxxxxxxxxx will be cleared for transfer.  Please have your new provider resubmit your transfer request"

The new provide can now transfer.

(edited)

ATTDmitriyCM

Community Manager

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10.2K Messages

2 years ago

@jetav8r1 

Thanks for posting. I had to make a small edit in your post, the officially listed phone number for the Global Fraud Management department is: 877.844.5584. The one you posted might be meant for outbound calls only, but regardless, they connect to the same team:

Report an Unauthorized AT&T Account - Wireless Support

The second number in your post is for a Posts and Activation:

ATT Phone number of Number Porting Department | AT&T Community Forums

Thanks,

Dmitriy

New Member

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2 Messages

2 years ago

FINAL UPDATE:

To port from ATT you will need your actual account #  (not your phone #) and your "passcode" you have previously set up with ATT.  You will need the phone you are porting because that is where the text from ATT will be sent.

I received the text from ATT asking to confirm my port request. I replied and got :

"we're sorry to see you go.  xxxxxxxxxx will be cleared for transfer.  Please have your new provider resubmit your transfer request"

They did 24+ hrs after initial request.  Still didn't work.

New provider was getting rejected with text like "unable due to "Port Protection on this line".

It took 3 calls and finally a conference call between Tracfone and ATT Port Activation and Fraud protect ..... to get the port protection removed successfully.  The phone # was then ported successfully away from AT&T.

"Port Protection" (also called "Transfer Block")  is a good thing..... but...

Not sure why this was so difficult or advice to give.

- Best luck

New Member

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1 Message

2 years ago

The above post from @jetav8r1 was very helpful when the almost exact situation happened to me while trying to port to Google Fi. 

Based on this information I found my way to the Fraud Department at 866.563.4705 where I was instructed to ask the agent to remove the fraud protection on my account.

The agent was able to manually remove the fraud protection on my account by asking me some questions from my credit profile.  He then instructed me to have Google cancel the transfer request and try again.

I hope this helps.  Good luck.

New Member

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1 Message

1 year ago

jetav8r1, You saved my life. After being on the phone for an hour and talking with unmotivated agents and robots, I found your post and it worked pretty much immediately. Request Port, Get Text Message with Code, Reply with Code, Request Port again and Done.

New Member

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1 Message

1 year ago

I also spent HOURS on the phone with AT&T trying to get my number ported to another carrier.    Finally ended up at the fraud department who was able to help.      One of the calls was obviously to an over seas call center and the call quality I would rate at a one out of ten .... I had to repeatedly ask the agent (who was doing her best) to repeat her self.  Pretty ironic (or telling) that this was such a poor quality connection with AT&T.  One of my other "on-hold" sessions subjected me to terribly static'y poor quality music, I would equate that experience with listening to the drill at the dentist office.   After 20+ years with AT&T, today's experience has convinced me "never again".

New Member

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1 Message

1 year ago

Omg. I wish this don't happen with anybody. I am so frustrated from ATT right now. I have ATT number from last 5-6 years. They sent message to me saying they are upgrading their network so they will send me new phone because my current phone wont support their upgraded network. Now I have no idea where the new phone is, my main account holder also didn't receive the phone. Then without even receiving phone I receive msg from ATT saying if you didn't activated your new phone, we will automatically activate it tonight and you wont be able to call or receive calls/message on your current phone. (Edited per community guidelines) ? At least make sure if I receive phone or not. When I tried calling them, the customer representative was saying its getting delayed from ATT side, its still in shipping. If its still in shipping why the heck u cancelled my services. I told him to update my address to deliver to my address and not the account holder address because we live in different states. Now this customer representative was not able to do that either. After 1 week of no service of call or message , I decided to port my number to other service Google Fi... Now they are seeing issues to transfer my number, they are asking me to call ATT to remove port protection. But because I have no service on my number , so I am not able to receive message from ATT to confirm 4 digit code which will help me to remove port protection. These phone services should handle out these things on their own and not drag customers into it. Its been 2 days, I am calling ATT and Fi, somebody will put me on hold for 10-15min, then talk for 2 min then transfer me to another expert which will again put me on hold for minutes.. Its going back and forth. I am so frustrated from these phone services right now as my issue is still not resolved. Why all this process is so ridiculous. Figure out your internal protections and stuff on your own and don't drag customers into it.

PS: Writing this comment while still on hold.

(edited)

MicCheck

ACE - Expert

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12.3K Messages

1 year ago

If you have port protection, that is YOUR protection, not AT&T's. You should either buy an inexpensive phone that AT&T will support or have the account owner call and remove the protection. 

New Member

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1 Message

1 year ago

This thread really helped! Thank you jetav8r1!

A few updates since the original thread was posted:

AT&T has a special department that handles port protection lock. They can be reached at: 866-563-4705

There are some other numbers on this page like 877-844-5584 (Fraud line) and 888-898-7685 (Port Activation Center). Do not call these. They will not work. You will not be able to talk to anyone on the Fraud line. The Port Activation Center will transfer you after reading a script. The number you want is the port protection specialist team at 866-563-4705.

Just transferred 3 phones away from AT&T. Here is the basic outline of the process you need to follow:

1) Unlock your phone at att.com/deviceunlock

2) Call AT&T customer service to get your account number. The account number you need may or may not be on the pdf/printed version of your bill. Call and ask for your account number. My account was "set up differently" per AT&T customer service and I had an account number that was not shown on my bill or on the website!

3) Dial *7678 on your phone to request a port out pin. This is different than the regular pin you use when speaking with AT&T customer service!

4) Submit a port transfer by entering your account number and the port out pin at the new carrier.

5) You will receive a text message asking you to confirm the port out by entering a code. Reply to the text message with the passcode. Your port transfer request will now be stuck in limbo.

6) Ask your new carrier to resubmit the port transfer request using your account number, and the pin you normally use when you call AT&T customer service. Note this is NOT the port out transfer pin, this is the regular passcode/pine that you use.

7) If your line still has port protection lock call (866) 563-4705 to have it removed and try again with the account number and regular pin.

--

Just spent about 3 hours across 8 calls attempting to remove port lock. Multiple transfers, accents, levels of English skill. I even had one AT&Ts customer service rep who asked me to stay on the line, then put the phone down and walked away while I waited 15 minutes!! (I tried to complain and AT&T asked me to submit a form on the internet. lol). Anyway, don't be like me. Just go through the steps above and save yourself A LOT of headache. Porting a phone number SHOULD NOT BE THIS HARD!

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