Porting original home phone number

[bjacoby20]

Had ATT uverse installed a couple of weeks ago at our house. After a couple of days we realized that we could call out from our home phone but were not receiving incoming calls.

Called ATT and after a couple of hours on the phone and a return call from tier 2 tech support I was told the line just needed to be ported and that might take a few more days. After this call we could no longer call out.

Waited a few more days and called back. After a couple of hours on the phone again I was told the phone service was canceled. Not sure who authorized this. I said that I needed for my home phone to be turned on and was provided with a new phone number.  

Called back to see about getting my old phone number. I was told that it my previous phone # was locked by Vonage (my previous provider) because they had a partnership with Time Warner (previous internet provider) and that they would not release it. Read to rep. from the FCC website that should not be possible. I said I would call Vonage to see about this "lock". She took down some info and we agreed on a call back time (even working out the time difference) the next day (today, 2 hours ago, no call back).

Talked to Vonage and they said there is no lock, my bill is paid in full and that the number is available for porting for 3 months.

How I'm getting conflicting answers from the same company is beyond me. Next week is it for me. I'll try to find a couple of free hours to call back again. Before I have to try getting my new number out to people and filing complaints with attorney generals office and FCC.

[jfw ACE - Czar]

Contact Alex, one of the Community Managers, via PM here http://forums.att.com/t5/user/viewprofilepage/user-id/318276
He should be able to help

[fixed link]

[texasguy37 ACE - Champion]

Send a PM to Alex who is an AT&T Community Manager on this forum.

[bjacoby20]

Getting an error message on this link.

[texasguy37 ACE - Champion]

Which link?  Try the link in my message.

[bjacoby20]

Texas... you had a good link. Thanks.

[jfw ACE - Czar]

Guess my link didn't work , use the link that TG gave.

[bjacoby20]

jfw- it's all good. 

[ATTAlexCM]

Thank you @jfw and @texasguy37!

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bjacoby20 wrote:

Had ATT uverse installed a couple of weeks ago at our house. After a couple of days we realized that we could call out from our home phone but were not receiving incoming calls.

Called ATT and after a couple of hours on the phone and a return call from tier 2 tech support I was told the line just needed to be ported and that might take a few more days. After this call we could no longer call out.

Waited a few more days and called back. After a couple of hours on the phone again I was told the phone service was canceled. Not sure who authorized this. I said that I needed for my home phone to be turned on and was provided with a new phone number.  

Called back to see about getting my old phone number. I was told that it my previous phone # was locked by Vonage (my previous provider) because they had a partnership with Time Warner (previous internet provider) and that they would not release it. Read to rep. from the FCC website that should not be possible. I said I would call Vonage to see about this "lock". She took down some info and we agreed on a call back time (even working out the time difference) the next day (today, 2 hours ago, no call back).

Talked to Vonage and they said there is no lock, my bill is paid in full and that the number is available for porting for 3 months.

How I'm getting conflicting answers from the same company is beyond me. Next week is it for me. I'll try to find a couple of free hours to call back again. Before I have to try getting my new number out to people and filing complaints with attorney generals office and FCC.

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Welcome and thank you for posting.  I'm sorry to hear about the recent experience.  I received your Private Message and replied with the information needed since this is account specific.  Please check your Private Message inbox for an update.  We'll get you in touch with the group that can look into it.

Regards,

Alex