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Unable to receive calls after porting from AT&T

After signing up for new service and porting a number from AT&T, one of our iPhones is unable to receive calls. When calling the number, an automated message from Verizon states "The number you dialed has been changed, disconnected or is no longer in service". The phone does ring once and shows the caller ID, but then immediately disconnects without allowing any actual conversation. This phone does allow outbound calls and both inbound and outbound messages, even with WiFi turned off.

We have worked with Verizon support for over 4 hours yesterday with no resolution. For reference, one of the other iPhones / numbers we ported at the same time is working fine.

We are regretting our decision to port our 3 phones, 3 watches and iPad from AT&T to Verizon. I didn't think support could be worse than AT&T, but at this point they are.

Comments

Verizon_Support

Hello, being on top of your service is crucial, especially if you are managing your port status. Verizon is here help.

What information do you get when you check the port status through our official page: https://www.verizon.com/digital/nsa/nos/ui/acct/portintent/switchtoverizon/#/?

~Gilbert

SynthpopAddict

Have you called AT&T to check if they are holding your number for some reason? If the phone is able to text and make calls but not receive calls, it's because the phone calls are still going through AT&T and the line is stuck in la-la land. I believe texting transfers over to the new carrier right away, so the texts are using Verizon.

frustratednewcustomer

I talked to a different support person this morning who was able to figure out what was wrong. They performed a different network sync and that fixed it right away.

frustratednewcustomer

The port was completed almost immediately and showed that way on the port status page. I called the port dept directly first thing Monday and they also confirmed. Thankfully, the port department representative connected to a tier 2 rep and it's that person that was able to figure out the root cause and fix it.

SynthpopAddict

Thanks for checking back in to say the problem got fixed. Will keep the syncing thing in mind the next time I see someone having a porting issue.

Melvada

Hi frustratednewcomer and SynthpopAddict — I’m attempting to revitalize this thread because I have the same exact problem as frustratednewcomer describes. If you have any helpful advice or any specific memories on what happened and what finally worked when you spoke with the tier-2 Verizon representative, I’d be most grateful.

And of course if you don’t see this message, that’s OK. It’s been almost 9 months. At least I know that it’s possible to fix the problem and that I should immediately ask to speak with a tier-2 customer support representative.

Many thanks!

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