Tutor
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5 Messages
Change one line from in family plan to individual?
I’ve been trying for almost two weeks to change my multi line plan back to an individual plan so I can move my number to an existing postpaid ATT account. Won’t work. Customer service just keeps saying try again later. I’m assuming it’s some kind of glitch in the ATT system but no one can tell me when this will be taken care of.
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.7K Messages
5 years ago
Hello, @Westtexascop,
We've got this. Here are the steps to manage your prepaid multi-line account and return a device to an individual line. If you've followed those steps without success, what error message are you receiving, if any? Have you tried accessing your account and making the changes with a different browser? Let us know if this helps.
James, AT&T Community Specialist
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Westtexascop
Tutor
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5 Messages
5 years ago
We seem to be experiencing system issues. Please try again later.
I’ve called your customer service twice and they couldn’t do it.
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
Are you in charge of the multi line plan?
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Westtexascop
Tutor
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5 Messages
5 years ago
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sandblaster
ACE - Expert
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64.7K Messages
5 years ago
So you have returned all of the other lines back to individual lines but you can't return your own line to an individual plan, is that it? Since you only have the one line left, does it matter? To transfer your line to postpaid needs to be done at an ATT store anyway, they should be able to do that now.
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ATTHelp
Community Support
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231.7K Messages
5 years ago
Hi, @Westtexascop,
Just to verify, when you tried to change it in a different browser, you did receive the same error message?
Were the other devices off the account by the last time you paid for service? If so, did you still receive the multi-line discount? If not, the account may have defaulted back to an individual account and that may explain the error message.
James, AT&T Community Specialist
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Westtexascop
Tutor
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5 Messages
5 years ago
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formerlyknownas
ACE - Sage
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117.3K Messages
5 years ago
@Westtexascop
As @sandblaster wrote, it sounds like you have successfully become a single again. Now you need the owner of the family plan to add your number, which requires a new sim, in an ATT store to port the number to postpaid.
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Westtexascop
Tutor
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5 Messages
5 years ago
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ATTHelp
Community Support
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231.7K Messages
5 years ago
Hi, @Westtexascop,
Let us take a look at this and see what your status is in our system and find out what we can do to change it. To do this, we'll need to look at your account.
We are sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to the message with your specific account details.
James, AT&T Community Specialist
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