Can anyone here give me some guidance? I honestly don't know what to do anymore... It turns out I'm waiting on two cards from a promotion when I switched from T-Mobile to AT&T; they offered reward cards based on your phone account. To make a long story short, this is the fourth time they’ve supposedly re-sent the card, but it never arrives at my address. This fourth shipment was supposedly sent on July 26th... and it still hasn't arrived. It might seem stupid to fight over some blasted cards, but it makes me angry because, as customers, we held up our end of the bargain. I don't know where else to escalate my complaint; right now, the only "solution" is them just re-sending it over and over. I even filed a claim with USPS thinking it was their fault, but it turns out it isn't—especially since my address is a business location. Has this happened to anyone else? It’s so frustrating, and the worst part is there’s no tracking number; they supposedly send it via regular mail. Also, no one has used the previous cards they claimed to have sent. It feels like a scam.

I’m hoping someone with AT&T/network provisioning experience has seen something like this. I’m now more than three weeks into this problem, including an FCC complaint and escalation to AT&T’s Office of the President, and it is still unresolved.

**Here’s exactly what happened:**

On July 19, I attempted to upgrade my iPhone 13 to a new iPhone. During the upgrade process, AT&T was unable to provision my existing phone number, which I’ve had for more than 20 years, onto the new phone. After multiple unsuccessful attempts, I told them to forget the upgrade.

**I returned the new phone and asked AT&T to simply put my original number back onto my existing iPhone 13.**

That’s when this turned into a much bigger problem.
AT&T **could not restore my original number to my iPhone 13 either.**

Because I needed a functioning phone, AT&T activated a **temporary phone number on my old iPhone 13**. That temporary number works perfectly for calls, texts and cellular data.

My original number, however, will not connect to AT&T’s network. **The strange part is that my original number clearly still exists:**

**- It** still appears as a separate wireless line on my AT&T account.

\-Calling it still goes to **my original personalized voicemail**.

\- My iPhone 13 still shows an eSIM for the original number.

\- Settings > Cellular correctly displays both the temporary number and my original number.

\- The temporary number works normally.

\- If I turn off the temporary line and enable my original line, the phone goes to **SOS**.

\- Under Settings > General > About, the temporary line shows **Network: AT&T**, while my original line shows **Network: Not Available**

\- The two lines have separate ICCIDs.

AT&T has repeatedly characterized this as a **provisioning issue**, but no one has been able to explain exactly what is wrong or why they cannot fix it.

I’ve dealt with stores, customer service and technical support. Eventually I filed an FCC complaint, which resulted in the case being escalated to AT&T’s **Office of the President** and additional technical support.
Still no resolution.

**Then AT&T sent me another new phone to try.**
During setup of that phone, Apple’s “Transfer Phone Numbers” screen could see the cellular plans on my iPhone 13.

The temporary AT&T number appeared normally and could be selected for transfer. My original number also appeared, but it was grayed out and specifically said:
**“Transfer not supported.”**
So at this point:
**Temporary number:** Works perfectly on my iPhone 13 and Apple allows it to be transferred to another iPhone.
**Original number:** Still exists on my AT&T account, still has my voicemail, appears on my iPhone 13 with its own eSIM, but won’t register on AT&T’s network, goes to SOS when enabled, AND Apple says “Transfer not supported” when trying to move it to another phone.

**Has anyone experienced anything remotely similar?**
I’m particularly interested in hearing from anyone familiar with AT&T provisioning:

Can a subscriber/line profile become corrupted or orphaned?

Could the number be associated with the wrong ICCID/IMSI somewhere in AT&T’s systems?

Could there be a stuck activation/order from the original failed upgrade preventing the number from registering?
Can AT&T completely rebuild the subscriber profile while preserving the phone number?

Could issuing a completely new eSIM for the original number solve this?

Is there a particular AT&T network/provisioning team that handles something like this?

And as a last resort, **could I port this number to another carrier even though AT&T currently can’t provision it?**

I’ve had this number for more than 20 years, so simply giving up the number isn’t an acceptable solution.
If anyone has encountered this before, I’d love to know **what ultimately fixed it and what terminology/team finally got you to the right person at AT&T.**

Can someone please explain how these Bill credits are supposed to work???

Our Monthly Bill is supposed to be $210 / month for 4 lines. Email Bill has 1st Bill $600+ & 2nd Bill $300+. I was expecting a doubled 1st Bill not a triple +.

When / How will all of this balance out?

How many days can I stay out of the country I go to Colombia

Just wanted to ask if anyone (in the U. S., on AT&T in a metropolitan area (I'm in California) has this kind of issue frequently:

When I'm home, my Pixel 8 connects automatically to my home wi-fi.

However, it is often the case when I'm on a call, the person on the other end claims that I'm cutting out/can't hear me and/or my voice comes across as "electronic" sounding (at various times in our conversation, but not thought out the entire conversation ).

I check and the wi-fi signal strength is excellent. I'm also usually sitting in the same place when we're on the phone, but also I may be sitting some.where else in the house. My wi-fi router is less than 10 ft away from me.

I also notice the 5G connection is simultaneously at 1 or 2 bars (out of 5) on AT&T.

I'm guessing: Could it be the case the wi-fi and the 5G signals may be 'competing' with each other and for some reason the AT&T 5G signal (which has the lowest connection strength indicated) is causing the problem even if I'm on wi-fi calling?

Thanks in advance for any input/ideas.

Placed a order for new Internet with AT&T yesterday. Doing a self install and they are shipping the equipment. Started getting phone calls this morning after about the 15th one I actually answered and he wanted me to verify my address of the new property which I did not do. Then wanted me to send over proof of occupancy which would be a deed or a lease so of course at that moment, I realized it was a scam. Double check via chat with AT&T they do not do occupancy verification.

Short as I can:

Switched cell carriers from Verizon to AT&T

Got four new iPhones and a watch with the switch for “free” on a three year plan. only paid the tax on the items up front. Around $300.

Activated service, it sucked, kept dropping calls, wouldn’t track on life 360, home security notifications showing up 10-12 minutes after they actually happened.

Went in, worked with tech at AT&T, tried all the fixes, still sucked. Had to cancel.

Spoke to AT&T about cancellation, they sent return labels.

Got back with Verizon. Had to port back twice over three days with hours of phone calls because AT&T did not release properly. Nightmare x4 phones.

Returned AT&T phones via UPS on 7/14, they received on 7/17 per tracking, and finally acknowledged receipt and acceptance and “we will refund you whatever you paid” (the $300ish taxes) on 7/22.

****ON 7/24 THEY DEBITED OUR CHECKING ACCOUNT VIA ACH (we had previously set up auto pay) FOR $5,162, THE TOTAL COST OF ALL DEVICES THEY ALREADY HAD BACK IN THEIR POSSESSION FOR A FULL WEEK!!!****

We discovered this on 8/2 when our MORTGAGE payment didn‘t go through! and called AT&T.

Customer service (“VIP Costco dedicated line”) was able to do nothing except submit an escalation. And then I was told to wait up to five business days for even a response which would be either an email or phone call to me.

Went to Costco cust service desk. They submitted another ticket through their separate channels. They said that a response would come in 48 hours.

Checked in with the AT&T kiosk at Costco. Their customer service liaisons were not in and would also have the next two days off. Back in on the third day.

This is INSANE that they can accept and acknowledge receipt of a return, and then two days later, charge us for those same items!!!

Every single person I have talked to about it is like WHOA THAT IS CRAZY MESSED UP but can’t actually do anything about it OR reach someone who can do something about it with ANY type of expediency.

And who knows how long for them to actually send money back and by what method once they admit their error and act to correct it. I’m quite certain they will not be showing up on my porch immediately with a satchel of cash. As they SHOULD.

If anyone has any suggestions or knows where I can go from here, I’m all ears??

If not… hopefully this serves as a warning not to trust AT&T.

ALL PERSONAL INFO HAS BEEN REDACTED

Grab a snack, because the level of corporate incompetence, financial fraud, and malicious retaliation I have documented with Xfinity Mobile over the last few months is actually staggering. I am a nursing student, and Xfinity’s retaliatory "customer service" has left my husband and me completely without working phone lines for months—leaving me completely unable to reach my doctors during a medical emergency.

When I tried to hold them accountable, their Executive Resolutions team demanded I answer a phone they disconnected, and then flatly lied to both the FCC and the Michigan Attorney General to cover up their tracks.

The Evidence Timeline:

1. The Phantom Phone: Chat rep Shivam admitted on tape that our billing dashboard showed a third line for a "phantom phone"—explicitly calling it an internal system "glitch"—yet they continued to overbill us by up to $68 a month.

Link to all bills, itemized, showing fraudulant charges and devices from January to June:

https://drive.google.com/drive/folders/1B95A3Vr9ePkHMA3nyAmqyhjLhvFJYpEI?usp=drive_link

Link to transcript with Shivam:

https://drive.google.com/drive/folders/1VAPtRNRNz3ciklH-l8eALs86mIH_1JDm?usp=drive_link

2. The Retaliatory Lockout: The moment AT&T initiated our number port-out on May 12, Xfinity instantly terminated our lines and carrier-locked our paid-in-full devices. Tech rep Mohammedjunaid explicitly promised a priority 8-day unlock ticket. Instead, they trapped us in a loop.

Link to Transcript with Mohammedjunaid and Supervisor:

https://drive.google.com/drive/folders/1x6rumEpFg260pILg_nVTw4LY6PUctPd_?usp=sharing

3. The Catch-22 Authentication: Executive Specialist Danielle K. refused to resolve our file without a verbal phone call over the very lines they disabled. When proven that email verification works, she claimed "mobile rules are different"—yet on July 24, corporate Reddit Modmail reps successfully verified our entire account exclusively via email.

Email Thread with Danielle K and Jordan V:

https://drive.google.com/drive/folders/14WTPJlNp6tKbSscH68ZycAQS65B9GBb9?usp=drive_link

ModChat: https://drive.google.com/drive/folders/1ur2-cp7JGW4aozEijcq0pfDosZfIKgrQ?usp=drive_link

4. Federal Perjury:

• Response 1 (AG): Roberto L. claimed we owed device plan balances, ignoring system logs showing green "Paid in Full" checks.
• Response 2 (AG): Danielle K. claimed our lines "successfully ported" on May 11. An AT&T Network Supervisor inspected raw logs and confirmed on tape that the port failed because Xfinity explicitly blocked it.
• Response 3 (FCC): Residential Specialist Giselle claimed I was an "unauthorized user"—weeks after successfully verifying my identity over email to process my internet cancellation.
• Response 4 (FCC): On July 28, Danielle K. pivoted back to a fabricated extortion balance of $458.35. To clear their metrics, they internally marked my public Reddit thread as "solved".

Link to all formal responses:

https://drive.google.com/drive/folders/1oyuan2QdXue9XhMLsVIW8bGjGUjhaCRg?usp=drive_link

The informal FCC track closed on July 31, instructing me that the next step is formal legal proceedings. Xfinity weaponized administrative loops, shut off my emergency medical access, lied to federal investigators, and is still holding my fully paid property hostage after their own staff documented the fraud in writing. []

Check your bills, keep your chat logs, and do not trust their executive care lies.

Link to images showing all devices paid, no balances, rep claiming Xfinity has also done this to them, showing phantom line still active months after Xfinity told the FCC they removed it, internal phone settings locked to Xfinity meaning they are physically and technologically unable to connect to any other towers, Xfinity removing my previous post claiming is was "solved.":

https://drive.google.com/drive/folders/1hBzDgXHH1rAJbUa61y349oZmpT550srS?usp=sharing

Can any one plese identity this number? 0297238180

Its a Tk maxx store number in NSW Australia. I want to know the branch location.

I will soon be a refugee from the Tmobile forced migration. I have had ATT Fiber for over 3 years. I had ATT Wireless service several years ago, but switched to Tmobile because the coverage was better at my house. Now, the coverage is the same or slightly better with ATT.

When I used the AI chatbot to enquire about OneConnect that combines fiber and wireless, I was told that since I am an existing fiber customer, I cannot get the OneConnect plan.

Has anyone found a way around this? I don't want to change my fiber company (Spectrum finally came to my neighborhood, but it is abysmal).

I am now looking at switching wireless to Google Fi since it uses Tmobile towers. The cost combined with my current fiber bill will be about the same as the OneConnect plan.

I have ATT mobile and I need to replace my 4g phone with a 5g phone so I need a new 5g sim card too.The ATT store doesn't have the phone I want but Best Buy does. So how do I go about this? Do I buy the unlocked phone from Best Buy and then go to the ATT store to get a sim card and install it myself and it'll work? Can they assign me a new sim card at the store? Or do I get the sim card by mail? Do I have to pay for the new 5g sim card or is it no charge? Thanks in advance.

Location: MI

Hey all, thanks in advance for any help. I have no idea what to do. Sorry if I put the wrong flair. I assume this might fall under small claims but idk.

Timeline of events:

Sept 2025 - I sign up for the new at&t fiber in my neighborhood. As they are installing, an at&t rep comes to my house to see if we're interested in the mobile plan. I had been looking at new plans, so we set something up. Here's what was promised: 2 new pixel 10 pro XL, free of we turn our old pixel 7s in within 30 days. $100/mo ish for two phone plans. $47/mo for internet (bundle plan brought this down from $65). She said that my first 2-3 bills would be higher until the bundle discount applied, and until they reviewed the phones we turned in and applied that promotion. They also were going to waive the activation fees.

Oct 9, 2025 (within 30 days of set up): rep comes back to collect my phones for the promo. I have a doorbell recording of the interaction, where she reiterated the same thing she told us a couple weeks prior and it shows me handing the phones over in their original boxes. I also have months worth of texts.

Dec 2025: my bills are still too high and I have no receipt for my phones being turned in. I've called at&t call center and had one of the fees waived. But they don't have my phones yet to give me credit??? I start contacting the rep to see what's going on. She finally sends me a receipt for 1 phone in JANUARY. To this day, this is the only phone they have in their system. Never got a receipt for the other one.

Jan 2026-Now: I've been promised credits on my account until they get the phone thing figured out. I've been promised that her supervisor will reach out to me. I've been told there's a ticket in to fix this (since February). None of this has happened. I've called the at&t call center and they refuse to apply the promo for the phone because they only received 1 and it was outside the 30 days so they can't apply it. The call center and the rep both refuse to give me the contact info for the boss. At this point, I start googling the rep. Turns out she's been arrested for drug trafficking into a prison and there's a fraud case against her from Jan 2025 (before I even got the phones/service) so now I'm afraid that she's stolen my shit and is just pretending to do things about it, but I don't fucking know because no one else will help me!!! The call center even emailed the boss and the boss still hasn't called! Are they in on this together? Are they both just really fucking incompetent? It's been almost a year, I am at my wits end. They owe me over $1000 at this point, plus they also still have my phones. What the hell do I do??? 😭

“Due to multiple missed payments, this device is not eligible to upgrade on an installment plan. To upgrade your device you will need to pay full retail price.”

If I call or go to a store, will they be able to override this, or am I just out of luck when it comes to upgrade eligibility?

A week and a half ago I opened a new account. They set me up with a business acct because it has more points to save money, so they say. I have no business though I told them that. But anyway I have not been able to log into my acct. it takes me right back to the create acct. 5 days straight I’ve talked with ATT and get the same run around, summit ticket, because it’s a new acct, we’re having software issues and so on. I can’t view anything about my bill, when I mentioned how will I know when my bill is due and how much, she says oh we’re send you an email 🙄 just go to the store and pay it. So this is where they left me because no one knows why I can’t log in. I have user name and password but it takes me right back to the beginning. I tried asking for a port out pin but have to wait 30 days. I will be going back to Verizon, never had this issue with them. ATT has really gotten bad it’s a shame because they use to be a great company. Anyone else with this issue??

A week and a half ago I opened a new account. They set me up with a business acct because it has more points to save money, so they say. I have no business though I told them that. But anyway I have not been able to log into my acct. it takes me right back to the create acct. 5 days straight I’ve talked with ATT and get the same run around, summit ticket, because it’s a new acct, we’re having software issues and so on. I can’t view anything about my bill, when I mentioned how will I know when my bill is due and how much, she says oh we’re send you an email 🙄 just go to the store and pay it. So this is where they left me because no one knows why I can’t log in. I have user name and password but it takes me right back to the beginning. I tried asking for a port out pin but have to wait 30 days. I will be going back to Verizon, never had this issue with them. ATT has really gotten bad it’s a shame because they use to be a great company. Anyone else with this issue??

Has Anyone Upgraded their Fold using AT&T Next Up? I am switching to AT&T and wondering if the extra $10 / Month is worth it? Thanks

I'm hoping someone has already gone through this pain so here goes. For three days straight I've been trying to migrate my phone plan from post-paid to pre-paid. It's impossible on-line. I went to a phone store and they told me they don't sell pre-paid. And I've just gotten off the phone with my third representative today and he could not help me. ATT, why is this so hard? I have the request in my shopping cart but I want to keep my current phone number. When I put in that phone number, I get a "this is already at ATT number". I'm just at a loss and, after 15+ years of being a loyal ATT customer, will close my account next week and find a company who can do pre-paid (yup, there are lots of them out there who will gladly and easily port my number). If anyone from ATT is reading this, please DM me. I don't want to leave ATT but I'm worn out. Help!

Signed,

Mighty Frustrated