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New Member

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5 Messages

Sun, Jul 5, 2020 12:33 AM

New sign up verification problems

I have placed 3 separate orders in an attempt to transfer my service from Verizon and secure the $250 BYOD promotion. Each time my order is canceled about 24 hours after placing due to “identification verification”. No matter who I call or see in store, no one can connect me and honor your $250 gift card promotion. Is this online promotion a scam? Why can’t you verify my identify with my social security number and credit check? Why do you just cancel the order without explanation and why can’t any of your customer service representives honor your promotion?

Responses

Brand User
ATTHelp

Community Support

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127.2K Messages

a month ago

Hello, @Stalemated,

 

Thank you for reaching out. Are you going into the store or just calling them to verify your order? You need to go into your neighborhood AT&T Store just to verify. As long as you're not making the order there, you should qualify for the BYOD reward card promotion.

 

Have a great week.

 

James, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

I have gone into a physical store twice. Both times they have been unable to advance my order or do anything to help verify it. I have gone while the order is in process and have also had them place a new order. They don’t seem to know (or have the ability) to do anything with an online order or even manually match the discount. It is disappointing. I have tried everything. 

lizdance40

ACE - Sage

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76.9K Messages

Is AT&T unable to Port your number? Did you enter your account number and security PIN code from your Verizon account? Do you have Port block on your line?

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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5 Messages

As far as I know there’s no issue porting the numbers. I enter my correct account number and Number Transfer PIN (freshly requested) when I attempt to port. There’s no block on my account. The in-store representatives tell me they could easily set me up and port me in-store, but they cannot honor the online promotion. My only choice is to order a SIM card online (and fail the verification process once again). It’s a catch-22 that apparently cannot be resolved by any customer service representatives in my local store or the myriad people I have spoken to on multiple phone numbers and online chats (I’ve called pretty much every number you can imagine; no one can help). I am very frustrated with this experience but am hopeful someone on the corporate side can help me find a solution. I can’t understand why a store employee cannot match this offer given the difficulty I am having in placing the order online. It is absurd to make an online system that cannot be manually overridden under any circumstances, even when that system is failing repeatedly and cannot be repaired. 

Brand User
ATTHelp

Community Support

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127.2K Messages

Hello, @Stalemated,

 

As this is a new order setting up a new account, it has to be verified in the store. The store isn't making an order. They're only verifying it. Is there another AT&T Store in your area you can visit instead?

 

James, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

I have just placed another order. I will go to a store again now. Is there anything in particular that I can tell the store associate to help them verify my account? They don’t seem to be familiar with the process for verifying an online order. I will be showing them these posts to assist them, so any information you can provide would be appreciated. 

New Member

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5 Messages

No one was able to verify the order in store. We called multiple numbers together. Our only choice was to create a new account in store and notate that I am entitled to the rebate. Can only hope the rebate center will honor the notation. 

Brand User
ATTHelp

Community Support

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127.2K Messages

Greetings @Stalemated,

 

Thanks for providing us with an update on your inquiry. We hope that the rebate center can honor the BYOD promotion for you. If you have any further questions or concerns, please reach back out.

 

Jacob, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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