Porting Request Nightmare

**gate115** · 08-22-2012, 01:25 PM

Has anyone tried to port in to TMO Prepaid this week and if so was it a smooth process?

I'm trying to get an old AT&T number ported.

I've tried the last three days (online once) then SIX times with a live person and a supervisor.

Seems each time the info is not inputted into their system when checking the status. (Sir, we have no request to port your number in)

I've never had this happen when porting to a carrier before.

**TMOCustomer** · 08-22-2012, 02:47 PM

TMO has outsourced their entire porting department to the Philippines. While their overseas reps are Very polite, they seem to be poorly trained.

I had the save problem you did where TMO actually lost my number. I finally emailed a number of executives at TMO until I found one who would help me.

PM me if you don't get the matter resolved and I will put you in touch with some one at TMO who can help.

**maestroteague** · 08-22-2012, 03:07 PM

I would love to have this info as well. I initiated my wife's port from Virgin Mobile on Sunday evening. When I call, it's always some excuse, and give us 24 hours. Yesterday, they conference called virgin, & I was told that TM was now in possession of the number, & would be no more than 12 hours. Called again last night & was told they we in the middle of a system upgrade, within 24 hours. Called at 2 today, spoke to 2 managers, the pot it on high priority, 24 hours. Not a lot I can do, but now my wife's month on VM is over, & so if someone tries to call or text her, she'll never know. She had her TM phone with temporary number, but none knows that number. I've made calls a total of 7 calls now. I know they can't manually flip a switch from their computer, but I'm starting to lose my patience. I will pm you for the info, & if it's not gone through by tomorrow, 4 days after the request & 2 daysafter they told me they were already in possession of the number, then I'll use it.

Sent from my Galaxy Nexus using HowardForums

**gate115** · 08-22-2012, 03:55 PM

Originally Posted by maestroteague

I would love to have this info as well. I initiated my wife's port from Virgin Mobile on Sunday evening. When I call, it's always some excuse, and give us 24 hours. Yesterday, they conference called virgin, & I was told that TM was now in possession of the number, & would be no more than 12 hours. Called again last night & was told they we in the middle of a system upgrade, within 24 hours. Called at 2 today, spoke to 2 managers, the pot it on high priority, 24 hours. Not a lot I can do, but now my wife's month on VM is over, & so if someone tries to call or text her, she'll never know. She had her TM phone with temporary number, but none knows that number. I've made calls a total of 7 calls now. I know they can't manually flip a switch from their computer, but I'm starting to lose my patience. I will pm you for the info, & if it's not gone through by tomorrow, 4 days after the request & 2 daysafter they told me they were already in possession of the number, then I'll use it.

Sent from my Galaxy Nexus using HowardForums

That sounds like the same issue but this is what I did.

I demanded to talk to a supervisor who actually manually does the Ports.

He took the info, which of course again vanished.

Within an hour, the port is now complete but what a headache man.

I hope you get it to work, this porting is nothing new, it SHOULD go thru speedy, this is 2012 after all.

It's one thing to wait for a request but to give all that info only to have it lost or deleted is insanity and not acceptable.

**Gumbochief** · 08-22-2012, 06:56 PM

I don't think you can use Virgin as a source, but this is why I ported to Google Voice (from Sprint). I will never have to worry about this again.

**eliechart** · 08-22-2012, 07:56 PM

Weird. When i switched from att to tmobile. They literally ported my # in 10 minutes. And they said a minimum of 24 hours to 72 hours. Hmm. Did u give them your account # associated with att when u request to port the #? Like did they ever ask?

**gate115** · 08-22-2012, 08:56 PM

Originally Posted by eliechart

Weird. When i switched from att to tmobile. They literally ported my # in 10 minutes. And they said a minimum of 24 hours to 72 hours. Hmm. Did u give them your account # associated with att when u request to port the #? Like did they ever ask?

Originally Posted by eliechart

Weird. When i switched from att to tmobile. They literally ported my # in 10 minutes. And they said a minimum of 24 hours to 72 hours. Hmm. Did u give them your account # associated with att when u request to port the #? Like did they ever ask?

Yes I gave all the required info including the account # of the AT&T account. Plus all the other numbers required. One of the last ones last nite to take the info actually says she's writing it all down on PAPER then will deliver it to "the experts". Paper?

What is this Rome B.C. times? Lol.

Anyways I'm happy it was resolved after many attempts and many beers I needed to chill me out.

**maestroteague** · 08-22-2012, 09:09 PM

Well, the port went through about an hour ago. This was 3 days after the original request. It was about 6 hours after my final call in which I spoke to two different managers. They repeated this afternoon that they were still in the middle of an upgrade for the prepaid division, and couldn't do any ports until it was completed (this is what they told me last night as well). Maybe this was true. I don't know. I'm just glad it's over. And as for one comment, you can certainly port from Virgin mobile. I thought about porting to GV, but I've heard that it can take a great deal of time for the port to go through if you ever want to port out of GV, and they had no customer service division to even check on the progress. That, and no mms with GV, and this account was for my wife. That wouldn't have worked. So any time she sent a pic message, it would have to come thorough her tmobile number, not GV, and she wouldn't have liked that. And any mms sent to her GV number would disappear into the ether, never to be found.

**whacker** · 08-22-2012, 09:44 PM

Wirelessly posted (Opera/9.80 (Android; Opera Mini/7.0.29950/28.2282; U; en) Presto/2.8.119 Version/11.10)

Not that it would have helped in your situation, mt, but if you configure incoming texts to be forwarded also to your favorite e-mail address, you would receive the text and any attachments at that location, so it wouldn't be a total loss. And due to the special relationship between Sprint and Google Voice, MMS from a Sprint sender to a GV number will get the attachment at least to a T-Mobile recipient (maybe others, but this is my personal experience -- thought you'd find this informational if not directly applicable).

**silentjudge** · 08-22-2012, 09:58 PM

I'm trying to port an AT&T Landline over to T-Mobile prepaid and its been almost 5 days. The day after I ported, I called in to verify the info I provided them was correct and they said that AT&T had confirmed the details are all good for a port out. They told me that on Tuesday morning the phone should be working with the ported number. I called Tuesday night and the CSR said there is a delay due to updates on AT&T's system, whatever that means. I understand landline ports take longer but come on, at least give me an accurate estimate and provide a proper status update when I call in.

**maestroteague** · 08-23-2012, 05:02 AM

Originally Posted by silentjudge

I'm trying to port an AT&T Landline over to T-Mobile prepaid and its been almost 5 days. The day after I ported, I called in to verify the info I provided them was correct and they said that AT&T had confirmed the details are all good for a port out. They told me that on Tuesday morning the phone should be working with the ported number. I called Tuesday night and the CSR said there is a delay due to updates on AT&T's system, whatever that means. I understand landline ports take longer but come on, at least give me an accurate estimate and provide a proper status update when I call in.

THat was my frustration as well. always a new excuse, give them 24 hours. Mine finally went through Wednesday evening, but it had been escalated by a manager to higher priority on Wednesday afternoon. If yours isn't done soon, you may want to try that, but as much as I've seen your posts hee over the years, I'm sure you've already done that. :-)

**maestroteague** · 08-23-2012, 05:05 AM

Originally Posted by whacker

Wirelessly posted (Opera/9.80 (Android; Opera Mini/7.0.29950/28.2282; U; en) Presto/2.8.119 Version/11.10)

Not that it would have helped in your situation, mt, but if you configure incoming texts to be forwarded also to your favorite e-mail address, you would receive the text and any attachments at that location, so it wouldn't be a total loss. And due to the special relationship between Sprint and Google Voice, MMS from a Sprint sender to a GV number will get the attachment at least to a T-Mobile recipient (maybe others, but this is my personal experience -- thought you'd find this informational if not directly applicable).

Well, I appreciate the suggestion, but that wouldn't have worked in this case. I initiated the port with 2 days left on her
Virgin month, thinking that would be plenty of time. Once her month was up, the forwarding to an email address would have stopped as well because the phone was "inactive". At least if someone called, they would have gotten the "inactive" message and known she didn't get the call. With a text, I don't know if they would have even known, because I didn't try sending one. But that would have been a good strategy, and it may help someone else who finds this thread in the future.

**bamx2** · 08-23-2012, 05:52 AM

I am getting ready to port an AT&T landline to T-Mobile prepaid. Is their any other ATT information required other than the account # found on my bill ?

Originally Posted by silentjudge

I'm trying to port an AT&T Landline over to T-Mobile prepaid and its been almost 5 days. The day after I ported, I called in to verify the info I provided them was correct and they said that AT&T had confirmed the details are all good for a port out. They told me that on Tuesday morning the phone should be working with the ported number. I called Tuesday night and the CSR said there is a delay due to updates on AT&T's system, whatever that means. I understand landline ports take longer but come on, at least give me an accurate estimate and provide a proper status update when I call in.