I work at MetroPCS (Non Corporate store) and for about a month I've had a customer return with portability issues. I've called the Dealer support and they've not been able to help out very much.
As usual the activation process was going fine until we reached the "Port a Number" section. I put in the Phone Number and clicked continue as usual. When that happens we get the carrier information for that number. (What service the number is tied to) then we have to put in account details to fully port the number. (with the account details for the number to be ported our system sends an automated request to the current carrier for that number and we get a response from them,usually)
This customer is currently with AT&T on a go phone plan he was talked into by AT&T upon requesting the port. ( He spoke with AT&T because of these issues at that time) They told him he could use the Lg Esteem on the Go Phone plan, which turns out he can't.
I called DSG Portability dept. (Dealer support Group) and they gave me the option to resubmit the port request by having the account cancelled and then re-done. So while i'm half-way through the new account activation at the porting part again the carrier comes up as Cingular wireless but doesn't let me put in account details or proceed from there on. This has happened at least once before with another co-worker handling the issue and it has been sent to the technical dept. for overview.
I'm aware of the merger of Cingular and AT&T but I've never once run into this issue. Can anyone shed light on this?
tl;dr Customer wants to port a number, comes up as cingular wireless and doesn't let me procceed. He was duped by AT&T into having his Esteem registered onto a go phone plan.
As usual the activation process was going fine until we reached the "Port a Number" section. I put in the Phone Number and clicked continue as usual. When that happens we get the carrier information for that number. (What service the number is tied to) then we have to put in account details to fully port the number. (with the account details for the number to be ported our system sends an automated request to the current carrier for that number and we get a response from them,usually)
This customer is currently with AT&T on a go phone plan he was talked into by AT&T upon requesting the port. ( He spoke with AT&T because of these issues at that time) They told him he could use the Lg Esteem on the Go Phone plan, which turns out he can't.
I called DSG Portability dept. (Dealer support Group) and they gave me the option to resubmit the port request by having the account cancelled and then re-done. So while i'm half-way through the new account activation at the porting part again the carrier comes up as Cingular wireless but doesn't let me put in account details or proceed from there on. This has happened at least once before with another co-worker handling the issue and it has been sent to the technical dept. for overview.
I'm aware of the merger of Cingular and AT&T but I've never once run into this issue. Can anyone shed light on this?
tl;dr Customer wants to port a number, comes up as cingular wireless and doesn't let me procceed. He was duped by AT&T into having his Esteem registered onto a go phone plan.