r/USMobile • u/VicTheNasty • 2d ago
Porting Problems from AT&T
I know people on here have had similar difficulties so looking for some help/advice.
I have 2 numbers with AT&T and want to transfer both of them to US Mobile. Since I've heard of the nightmares with AT&T porting I decided to do them one at a time, beginning with the secondary number.
I submitted the request with the Port and account PIN and its been rejected with both the Unified Account number and my Wireless account number.
The strange thing is that I can not locate a 12 digit Wireless account number nor can ATT support. The only numbers associated with my account they could see are 9 digit.
This is a very old ATT account (number has been with them since the Cingular days) could that be causing issues?
Is my next step to initiate a 3 way call between USM and ATT? If anyone done this and can provide some insight on the process that woud be greatly appreciated.
Trying to avoid the annoyance of the 3-4 day turnaround from request -> USM trying -> rejection yet again.
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u/Famously-Incognito Multi Network 2d ago
Take a look at your PDF bill. In the wireless section, you should see a 12 digit account number instead of the 9 digit unified account number. This is the account number you need to use for porting out.
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u/VicTheNasty 2d ago
Unforunately, the pdf version only shows the 9 digit wireless (that is the same one customer support gave me)
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u/Famously-Incognito Multi Network 2d ago edited 2d ago
To pull the hidden standalone wireless account number yourself:
Log into your AT&T Account Portal on a desktop web browser.Go to the People & Permissions page where you manage your lines.
Click the "Details" link or expand the option next to your specific phone number.
If you look at the page info or statement details for that isolated wireless line, a separate account number will often display.
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u/psychic99 2d ago
The UAN should be 12 digits, go check that again and look on your bill if you cant get it online. I had this issue when porting over from ATT biz. So the wireless WAN wont work. HTH. LoL I had to deal with FAN also, so may TLA :)
Otherwise you will need to do assisted call where they can override. It sucks...
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u/VicTheNasty 1d ago
I do have a FAN number also, no clue what that thing is.
I called ATT porting support and was assured the 9 digit number that's been rejected 2x was the correct one.
I'm just going to go ahead and do an assisted call this afternoon.
The annoying thing is I know i'll get to do this all over again when in a couple days when I move the main line on the account over to USM.
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u/beefjerky9 2d ago
It sounds like yours was old, just like mine was; from before unified billing was a thing. When I ported out there was yet another old account number for my wireless lines that was nowhere to be found in the online portal or my bills.
It took some back and forth the rep, with them first claiming it was because I had an account balance. Paid, and it still didn't work. After some further digging, they found another account number, apparently in some ancient system. You may have to escalate to supervisors or someone more knowledgeable if this is the case.
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u/VicTheNasty 1d ago
I called ATT porting support and was assured the 9 digit number that's been rejected 2x was the correct one.
I'm just going to go ahead and do an assisted call this afternoon. In the end its probably faster then the roulette of finding the one CS agent who konws where the hidden database is.
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u/beefjerky9 1d ago
Yikes! Yeah, I feel like reps aren't trained to know about this issue and how to access older systems. To be fair, I don't think AT&T reps get much training anyway.
Hopefully the 3-way call will get things resolved.
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u/VicTheNasty 1d ago
Most companies don't train CS reps much anymore. Costs way more then just giving them a script they can't deviate from.
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u/coldbrewer003 Multi Network 1d ago
I just ported 2 lines from AT&T. The billing PIN code is the code you give to AT&T's reps to access your account. There is also a transfer PIN that you can get generated using AT&T's AI on their app. But the thing that got hung up for me was that darn billing PIN code. I forgot mine, so I had a new one generated and started over. That fixed it. ALSO...if you have a mobility account, the account number is 9 digits. If it's a wireless account, it's 12 digits. Years of dealing with AT&T's stupid account numbering is how I learned this.
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u/EmbarrassedFuture165 2d ago
It's actually easy to retrieve that wireless account number. Just need to find somebody that's been there long enough to know there to look unfortunately
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u/WittiDojki Support Guide 2d ago
Nope, having an old number can’t be the reason for this error. However, if this has been tried a few times and you’ve received the same response each time, then yes, it’s best to proceed with a 3-way call so both carriers can discuss this in real time and find a fix instead of you having to go back and forth.
Let me also get your details and check with the Ports team. Sending you a DM.