my numbers app

[qimknnz2]

Hello,

I was wondering since the My numbers app will be discontinued if there is a way that I can have that number transferred to my existing phone.  it is a Samsung s22 ultra and I know the phone is capable of having 2 numbers but would like my  phone number from My numbers app for the second phone number since I use it for work.

Thanks,

[Brandondickey]

Don’t do it. The people working there do not know how to do it. It’s a third party they work with and they don’t even communicate with each other. I tried this and even bought a new phone and they lost my number for good. I have to now figure out how to change my buisness number and recover the loss of work that Verizon has caused me. I’m calling the corporate office tomorrow. 

[vzw_customer_support · Accepted solution]

I am confident we will be able to find a good solution to this upcoming concern, qimknnz2. The first section on this page https://www.verizon.com/support/my-numbers-faqs/ provides a number to a special team who can talk through the available options for keeping your My Numbers number. Is this information helpful? 

-George

[coryjb]

I agree with the other poster. It doesn’t seem possible to actually port a MyNumber virtual/wireline number elsewhere. The special number on the FAQ is for generic support who will say to use a transfer PIN. That doesn’t work, nor does using the account PIN. The number is owned by a third party, not Verizon, which is why the number doesn’t tend to show up in VZW’s systems when you call in for support, including to Tier 2 support in VZW’s port center.

It’s super frustrating and sending a private message to VZW customer support here doesn’t resolve the issue, either.

The FAQ is misleading and inaccurate. 

[roberttackett]

 As others have posted, the number Verizon provides is useless as most of the reps don't have a clue what My Numbers is. I have been going around in circles for the past week with a rep telling me everything is good for porting my My Numbers number to a new line, only to get the same conclusion: Verizon needs the account number from my "Previous service provider". Except Verizon IS the provider who provided the number. I ran down two possible third party companies, Sinch and Intelliquent. Intelliquent says the number belongs to one of their clients but they refuse to tell me the name of that company due to privacy laws.  I'm actually on hold right now with Verizon and of course they say they can port it, but I'm sure it will end up the same. I too use this number for a business and if I can't keep it, I have to buy new signs, business cards, and other marketing materials.

So, Verizon, besides your canned answer about calling customer service, ARE YOU GOING TO HELP US OR NOT?

[roberttackett]

I finally tracked down the "previous service provider". An internet search shows my My Numbers number carrier to be Level 3 Communications. They are no longer in business but they were acquired by Lumen. So it appears Lumen is the "previous service provider", but of course I don't have an account with them and so don't have an account number to provide to Verizon. I just got off the phone with a Verizon tier 2 tech (Lacey) who said she has had success on porting a My Numbers number and said all of the previous attempts had the incorrect information. I probably won't know if she was successful until next week. I'm not very optimistic. I will provide an update.

[coryjb]

Thank you!! I gave up trying to port externally so I’m currently trying to port the number to a new line on my wireless account. I figured if VZW initiates the port they’ll see the failure from their end and might be in a better position to help.

I’ll also update this thread if I have any luck, which I doubt. I wish the VZW product management team who owns the My Numbers app could see this. Surely they’d know how the numbers are provisioned on their end and be able to provide accurate guidance to the customer care team.

The journey continues!

[mitch_altogether]

Any progress on your journey?

[coryjb]

Not yet. I’m on my third port attempt to a new VZW wireless line. 

[roberttackett]

Last Friday I finally connected with a tier two tech in the porting department that actually knew what My Numbers is. She said she has successfully ported My Numbers numbers. I got back to the status: "We submitted your number transfer request to your previous service provider and are waiting to hear back. We expect your number transfer to complete within 2-10 days. We'll send a text to your number when the transfer is fully complete."  With every previous attempt, within a day the status notified me that I needed to provide the correct information/account number from my old service provider.  So, this time, I'm currently at 5 days and the system hasn't asked me for that information again. Fingers crossed that this time is the one that works!

[coryjb]

It finally worked for me to transfer to a new VZW wireless line. They needed to use my full account number, including the leading zero and the 00001 suffix without the hyphen. The PIN is the account PIN. 

Not sure why it worked this time as I used the same info when trying to port externally last month, but happy nonetheless that it finally worked after many failed port attempts.

[roberttackett]

Yes. This, "They needed to use my full account number, including the leading zero and the 00001 suffix without the hyphen. The PIN is the account PIN.", is the exact same thing the tier two tech told me was necessary that all of the other techs didn't do right. I'm glad to hear you got yours. I'm hoping to have mine by the end of the week. And I hope someone at Verizon would pick up on this and provide training to all of their techs on the correct way. I'm sure there are others needing this help.

[mitch_altogether]

Did it work for you? 

[roberttackett]

It looks like it.  I checked the status of my transfer request this morning and it now says the transfer was successful.  But my phone says I need to contact support to complete the activation.  I don't have time for that today. I will update tomorrow. 

[vzw_customer_support]

Hello! I want to ensure you get the support you need as soon as possible with your transfer. I can help provide the best next steps to take! Please call 888.844.7095 from another phone and the Port Center will help you.

*Cheyenne

[roberttackett]

SUCCESS! I finally have my MyNumbers number transferred onto a regular Verizon line on a new cellphone! It still took a little work for the tech to get my new phone activated, but he kept working at it until it was done. I probably spent about 10-12 hours total on more calls to Verizon than I can remember.

But, if YOU are having trouble getting your Verizon MyNumbers phone number ported to Verizon (the MyNumbers app is actually operated by a third party), make sure you explain to the tech that they must use your COMPLETE Verizon account number including the suffix, but without the hyphen. So if your account number is 0123456123-00001, they must enter 012345612300001. Then for the transfer PIN, they need to use your account security PIN.  You may have to ask for a "Tier 2" technician.

Once they say they are successful, check verizon.com/switch-to-verizon/ to check the status. They never emailed, texted, or otherwise contacted me when the transfer was successful. It took about 7 days to be successful, so keep checking.

[vzw_customer_support]

As a valued customer, your account concerns are our concerns too. We're very happy to hear that your My Numbers number was successfully transferred for you.  Thank you for providing such detailed information too and for sharing it with our forum members.

We apologize for your inconvenience. That's certainly not the experience we want for you or any of our customers.

We'll work even harder to earn your customer loyalty. I assure you that these are not just typed words.

Thanks again for your time and patience. Please enjoy your day and thanks for being a valued customer. 

Verizon

-Robert C.

[roberttackett]

Hey Robert C. with Verizon...too little, too late. There is absolutely NO EXCUSE for your company to have not trained or provided information to the people answering your phones at the number that YOUR  message said to call regarding "options  for keeping" our MyNumbers number.  I had to "train" them because NONE of them even knew what MyNumbers is. ABSOLUTELY RIDICULOUS!

[mitch_altogether]

Yep, it failed again. Google Fi said they needed me to call Verizon and ask them to send a manual response. I called Verizon's port team and they said they have not received a port request from Google Fi and can't do anything until that happens. This whole thing is so rediculous. I might have to involve my lawyer to get it done. 

[WhatHappenedToService]

Mitch, forget calling Verizon. They won't help. Here's what you need to do:

Look at a statement and you'll see an account number ending in -00001. That entire number is your account number, including the 00001 but not including the dash.

For the PIN, there's a security PIN you need to enter every time you call Verizon to verify your identity. Mine is 4 digits. That is the pin you need to use, NOT your number transfer pin.

Other than that, as long as your name and address match what's on file you will get approved. 

The problem is that My Numbers is a 3rd party, not Verizon, so the Verizon port team will never see the port request. I'm assuming that's why they're discontinuing the service, they are clueless on it and there is no internal documentation.

Robert mentioned they will improve and "these are not just words", but I can 100% guarantee there was no internal escalation from this discussion, in other words, yes, those are just words. I wonder how many thousands of people didn't think to check this forum and just gave up after hours wasted with Verizon, and are going to lose their number. 

[mitch_altogether]

I've done that several times and it still failed. So frustrating.