Sales rep

[Richard321123]

I had an old phone number from AT&T that was disconnected for over six months. I called to ask about the feasibility of having it reconnected to a second line. I was told five times that I could gave the rep all the info made sure of it and pulled the trigger and got another phone mailed to me and a second line added it to the account 

as soon as the phone goes from preparing to ship to shipped status I get a call from Verizon customer service. This is about three hours later telling me that they need to mitigate transferring the phone number and I gotta call my carrier on three-way with them to do so I explained that the number has been disconnected. I left AT&T months ago. They’re not going to reactivate it so that the guy puts me on hold and tries to get me to get a brand new phone number. The whole reason I did the upgrade was they told me I can keep my old number on that line but of course now the phones are already shipped so I get to waste more time and effort returning it

[Richard321123]

Also, it bears to add that on the original call, I clearly stated to the rep that the phone line was disconnected. There was no way to activate the old number for them. I gave them my account information and password and held for 10 minutes while he checked to make sure they can pour the number over with no other action from me

[vzw_customer_support]

Hi Richard321123, so sorry for the experience you’ve had thus far. That is not how we wish to do business. We are here to help. Please engage in the private note we're sending. - Red

[SynthpopAddict]

Phone numbers go up for recycling after 45 (?) days, at least with Verizon.  With other carriers, don't know what the time frame is, but in any case, a disconnected number goes up for grabs after some period of time and I want to say any company could take it.  If your old carrier cannot/will not reactivate the number, it's possible the number got taken by someone else using a different company.

[vzw_customer_support]

I completely understand how frustrating this must be, especially since you were assured multiple times that you could keep your old number. I'm sorry for the misinformation and the time and effort this has cost you. Since the number was already disconnected for several months, your previous carrier would have likely reassigned it or removed it from their system. At this point, I want to make things as easy as possible. Do you have any questions about the return process? If you'd like to still explore a second line, we can assist with that as well. 

-Dee

[vzw_customer_support]

We are still with you, and wanted to see if you still needed assistance. If so, please let us know, we would love to help.

~Pam