02-08-2014 9:09 AM
We had U-verse installed yesterday -- TV, Phone, Internet. It all went perfectly, except we lost our phone number. Before U-verse, we had service from ATT (used to be SBC), with DSL added. I signed up by web, and the web site would not allow me to retain my number. No problem: I called ATT and the tech said I had placed a lock on the number, and she would fix it. Yesterday the service guy said number was being changed. Called ATT again, and the tech said no problem, number would be restored after the install. We got a new number after the install. Yesterday spent 3 hours on the phone and did a chat session. Claim is I need to do a manual install of something -- maybe have to change a cable and call another ATT number. How can this be? I have an uncomfortable feeling I am about to do a manual install of U-verse phone, even tho it is already installed. Aren't numbers changed at central, and not at my telco box? Can anyone direct me to a better way?
Solved by: Go to Solution.
02-08-2014 7:06 PM
02-09-2014 12:35 PM
Thank you for your quick reply. If any of those agents had told me I would have to wait 10 days, that would have satisfied me, and I would have waited, instead of beating on the help lines for hours. At any rate, I am satisfied, and will wait for the self-install kit on Tuesday, even though none of the agents told me the name of this kit. Yes, I should have asked myself. Instead I kept asking what was its purpose (and no one could tell me). So, on Tuesday, I will find out about this self-install; and then maybe wait a few more days for the previous number. Again, thank you for your very informative and quick reply.
02-09-2014 4:03 PM
02-13-2014 2:56 PM
Success!. My phone number was restored the morning of the 11th. The kit came on the 12th, with a note that my number would be restored on the 12th. It wasn't a BBU; it was instructions on how to connect my phone lines to U-verse, and it had a Y connector, in case I needed it. Since my phone had been working perfectly on VOIP since the initial installation, the kit was unneeded, but I got it for free anyway, with all the discounts. Maybe this was the tech's way of getting a recalcitrant system to do its job. Maybe something else. Bottom line, all is working perfectly. Thank you for all your help.
03-18-2014 8:03 PM
I clicked on "Me Too", but meant I have a similar situation......I'm new and didn't realize "Me Too" meant the answer helped me too. Anyway, I called AT&T today to switch my VoiP to a landline. After being passed around a few times, someone finally said they could help me. We spent about 20 minutes setting up the process, then I was told I would receive a new phone number. We have had this phone number for over 50 years and do not want a new phone number. All of our family and friends have this number. I was told it was not possible to go from VoiP to a landline and keep our same phone number. That does not sound right to me. I could call a cable company and get phone service through them, and I know I would keep my same number.....just as I did almost 5 years ago when I switched from cable to AT&T Uverse. Has anyone encountered this and found a way to keep your old phone number?
03-19-2014 6:04 AM
03-20-2014 8:40 AM
Thanks, aviewer. I will put this info in my file. We've decided to upgrade our phone equipment and stay with VOIP. This system has a battery backup and it also has the ability to cut the static from the line. I don't have the static problem often, so hopefully my wife will find this solution workable.
04-12-2014 1:17 PM
My number was also changed. I have had the biggest run around for 2 days. Customer support is failing. They act like I don't know what I am talking about. I just want the same number I have had for 37 years back. I was not told that my number would change. Att needs to fix this problem. .
04-16-2014 1:07 PM
I'm sorry you're having some issues with your number. We can help you with that. Please send us a private message by clicking here and one of our specialists will be happy to assist. Please include your name, phone number, account number and the best time you can be reached.
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05-11-2016 11:42 AM - last edited on 05-11-2016 1:17 PM by Phil-101
I signed up with AT&T in September. Was promised I'd get my old number back. Then it "wasn't available," but would be later. In February 2016 I called, and was informed that the old number, *** was available, and it would be changed in 48 hours or so. A week later I called again and was told a technician would need to come out. A week later the technician came, but said he was "repair" not "install new service" and he couldn't help me. Set new appointment. Next technician explained he was here to switch route out! He called about the number and told me he needed to do something at the pole that would cut off my service, but a tech would arrive on Friday (three days later). It's the following Tuesday, I've been on the phone for 48 minutes according to my cell phone, and a nice young fellow has promised, again, that NEXT Tuesday this will be done. February 14 to May 11 (today) is only twelve weeks. If I lived in some 3rd world country I'd expect this. I deeply regret changing my service from Comcast.
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
05-11-2016 11:59 AM
@rogerconnertn, click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your name, Billing Account Number, and the best time and way to reach you.
05-11-2016 12:03 PM
Here is the final indignity from the saga of getting back my previous phone number. This is treated as a "new" installation. They are waiving the installation charge, but the promotion I got last year isn't available, so they are going to increase my monthly bill! The Sales department wa unable to get the additional charges waived, and now I'm being referred to "Retention," where they can give sweeter deals. Keep this in mind if you are trying to get your old number back. You will be treated as obtaining NEW SERVICE, and any promotional rate you were given at the first will no longer be applicable.
According to my phone this call has now lasted 1 hour, 12 minutes and 50 seconds. And I'm on hold.
05-11-2016 2:57 PM
When I signed up for AT&T services online I stated I wanted to keep my old number and put it in the registration. I got a message from AT&T not to contact my current company, they would take care of it. When they installed my services I got a new number. I started contacting them right away about getting my old number back, they said my old provider had not released it. 10 days prior to today I contacted AT&T and they said they scheduled my old number to be ported and it should happen within 3 days. It did not happen and they did not contact me. Once again I contact AT&T and they said my number had not been released. I contacted my old provider and they said it had been released to AT&T weeks before. So now about 35 days after my number was changed, a bunch of phone calls and chat sessions, I will not get my old number, AT&T tells me they gave my number to someone else, another AT&T customer.
06-14-2016 2:18 PM
I have been a Loyal AT&T member for many years, I started out as SBC and was transferred over to AT&T when merged (a long time ago).Everything in my home is now and has been AT&T. My phone, cable, internet, tablets and cell phones are AT&T. I had been very happy with the service, even with all these new cable service deals going around to switch, I was adamant on remaining an AT&T'er for life. I recently had a fire in January 2016 and my only request with AT&T was to let me keep my number (landline) I've had with them for 20 years. I was told “No Problem". by AT&T representative , the guy said you’re a long time loyal customer we can do that, I was instructed to call when I get settled in and they would take care of everything the account would be notated long standing customer wanted to keep the number she had for over 20 years. My family is now in temporary housing until my home is rebuilt. I called AT&T ready to get all my services connected and reminded them about the landline number and was told “No Problem" again you can keep the number. Once the technician began to put the order for re-service in I was told that I needed to go to the home that was in a fire, retrieve the boxes or be charged over $700.00 (because of the cable boxes), but not to worry the landline number would not be affected, just call us back and your process will be continued. We went to the home retrieved the boxes sent them off, and then was told, you can still have the number but their company need to have received the boxes first, call back in a week. I comply with all the rules and still I cannot have the number because I am now out of pre-fix area and during this time the number was disconnected, AT&T was aware of that when we called and informed them of the fire and then had our service re-installed at the temporary home. Even though I have several cell phones and tablet numbers with AT&T, my account when I log on still has my original address, and I am going back to the same home and keeping AT&T services maybe (???) AT&T won’t release the number. I am so heart broken. I have had that number for 20 years plus the cell phones numbers as well. I have spent 3 weeks going back and forth with them, getting disconnected and transferred all over the place. (Although some of the customer service people was very helpful) the end result was " sorry mam, apologize for the wrong information but your number is gone) Not given to anyone else, you just can’t have it. When I ask if the number has been re-issued I am told no, but was told I need to open a U-Verse account in the area I lived in and then maybe I can get the number back. All I could do is cry. AT&T has given me a telephone number for EVERY DEVICE they issued to me I do not understand why I cannot use the number I've had for 20 years, transfer the number to a cell phone I have with their company now and is activated. But when a long standing Loyal customer request is to keep the number she has had with AT&T for over 20 year all you get is " I am sorry mam" there is NOTHING WE CAN DO. I am sooo hurt. These are the things that makes loyal customers want to switch service even when you have been with a carrier for longer that your children has been alive. I truly pray someone in complaints department reads this and do this customer a service. I have already lost everything my home and things in side. When I informed AT&T about the fire, the young man asked if I would be a returning customer I told him WITH OUT A DOUBT. I am beginning to wonder if I have made the right decision. So many family members and personal financial institutions are connected to me with that number.
Thanks AT&T for all you do!!
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