Explore & discover

Helpful Links

How to switch from postpaid to prepaid?

Highlighted

How to switch from postpaid to prepaid?

I have two phones on an AT&T postpaid account, and would like to move them both to an AT&T prepaid account while keeping the numbers. So far, I have:

  1. Tried to do it myself online, but the prepaid account setup wouldn't accept my existing numbers.
  2. Talked to chat support, they said I needed to call support.
  3. Called support, they said I needed to go to a store.
  4. Went into a store, they said they were unable to complete the change because my account was set up in a different city (they said it was a "cross market account change"), and said to call support again.
  5. Called support again. Spoke with a representative who transferred me to the prepaid department. Prepaid department can't help me because I don't have a prepaid account yet. They said they would transfer me to the postpaid department, but actually transferred me to Xfinity, at which point I had been on the phone for almost an hour and gave up.

What do I need to do to make this switch? This is completely insane!

160 Views
Message 1 of 9
Administrator

Re: How to switch from postpaid to prepaid?

Hello @nubarmstrong,

 

We apologize for the confusion. We can absolutely provide you with some more information about converting your postpaid wireless account to an AT&T PREPAID account. You can follow the steps at this link to Learn how to switch from monthly postpaid to AT&T PREPAID. Let us know if this helps.

 

Sean, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 2 of 9

Re: How to switch from postpaid to prepaid?

Hi Sean- That’s not helpful at all. That link includes a list of qualifications to be able to convert, all of which I meet, and the only instruction is to “contact us.” If you had actually read my post you would see that I have already done that many times. Your comment is exactly indicative of the kind of support I've been experiencing all week - no one actually takes time to understand the problem, or has any idea how to solve it.

 

In fact, I just left a corporate store (for the second time) where I was AGAIN told to call support and ask them to change the market on my account. I called support and they didn't understand what I was talking about, much less know how to resolve this.

 

I think I'm just going to switch to another provider and leave this whole mess behind.

Message 3 of 9
Administrator

Re: How to switch from postpaid to prepaid?

Hello, @nubarmstrong,

 

We'd love to try and help move your devices from a postpaid account to a prepaid account. To do so, we'll need some account information.

 

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


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 4 of 9
ACE - Sage

Re: How to switch from postpaid to prepaid?

@nubarmstrong   Switching in a store is the correct way, but the ‘cross market’ does create a problem, and it might prevent a switch to another carrier as well.  

   Please let us know what works as this problem has come up before and some numbers really can’t be switched.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 5 of 9

Re: How to switch from postpaid to prepaid?

@lizdance40it might prevent a switch to another carrier??? How is that possible?

Message 6 of 9
ACE - Sage

Re: How to switch from postpaid to prepaid?

If I understand “cross market”, then Cross market is cross market for any carrier.  I assume your phone number is for a specific location.   Some old numbers can’t be ported.  You won’t know till you try.  

 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 7 of 9

Re: How to switch from postpaid to prepaid?

I've spent the last week getting the runaround from everyone. Phone support, corporate store staff, and forum support all said they couldn't help, but someone else could... then that channel would say they couldn't help... and on and on... (though Twitter support was actually friendly and proactive). I've gone ahead and ported to Verizon. Problem solved, and their prepaid plan actually works out to be cheaper in the end!

Message 8 of 9
ACE - Sage

Re: How to switch from postpaid to prepaid?

Well, at least your issue is solved.  Sad to say, but that’s the answer I’ll pass on in the future.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 9 of 9
Share this topic
Share this topic
Announcements

Do you need to fix, replace or track a device? We Can Help With That!

Additional Support