12 Messages
Unable to recover my phone and/or my phone number.
My phone was lost on May 23, 2024, at the DFW Airport. All steps to report, register, contact, and visitation instructions have been met "daily" since May 25, 2024. I own my own business and have been suffering full circle from poor unprofessional service, trying to achieve a positive result. My phone number must be found and returned to me, please, please, help me; my business is suffering. (Edited to remove personal information) is the phone number.
Accepted Solution
Official Solution
OttoPylot
ACE - Expert
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24.9K Messages
10 days ago
@Travlynman This is a public customer only forum, as mentioned above. It is not AT&T Support. No one from Corporate is going to read let alone respond to your post. At best, it will be ATTHelp, and they will have you use the Contact Us link. Your best bet is to file an online complaint with the BBB. That will get forwarded to AT&T Upper Management and someone from the Office of the President will contact you. They have the resources and authority to look into issues above and beyond what the usual CS Agents can do. Just have all of your paperwork on hand.
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dwill05
ACE - Master
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11K Messages
10 days ago
The closest you’ll get is to file a BBB or FCC complaint, which gets sent to the so-called “Office of the President” (although I’m sure that’s just a name and has nothing to do with the President himself), which is a higher lever of customer service. The President of AT&T doesn’t spend their time dealing with individual customer complaints, and anyone who actually has their direct contact info isn’t going to share it.
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Juniper
ACE - Expert
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32.5K Messages
10 days ago
Confused by this part. Insurance claims are done through Asurion, not the store. And if you bought the phone straight out at the store, there shouldn't be a charge for it. Exactly what do you see on your bill?
And it is not 'their' Asurion as all the phone providers use them. They just collect the monthly premium and send it to them so you don't have to watch out for a separate bill.
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dwill05
ACE - Master
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11K Messages
11 days ago
What exactly is the issue? Are you having trouble reporting the phone lost? Did you follow these instructions?
https://www.att.com/support/article/wireless/KM1046747
Having problems getting a replacement SIM? If they needed proof of identity, did you go into a store and provide the proof if doing it online didn’t work? Did you try using find my iPhone and disabled the phone if it couldn’t be found?
What have you done?
(edited)
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OttoPylot
ACE - Expert
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24.9K Messages
11 days ago
Yeah, we need a bit more information. Did you have AppleCare+? Did you enable Find My Phone (as asked)?
Also, this is a public customer only forum. It is not AT&T Support. Posting your phone number just makes it available for any scammer/spammer/phisher that cruises these forums look for exactly that type of information. That could lead to more issues other than a lost phone. Please use the three vertical dots to the right of your post and EDIT out your phone number.
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Travlynman
12 Messages
11 days ago
I went to the AT&T corporate store and they did all the reporting, I bought a new phone and paid over $1000 at the AT&T corporate store, they could not activate the SIM card because they said it is locked up somewhere. This is so ridiculous and I have a business to run, Come on AT&T lets get with it!!!!
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OttoPylot
ACE - Expert
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24.9K Messages
11 days ago
Something still doesn't add up. If the iPhone was reported as stolen, then it probably takes a couple of days to make it thru the system, but a new SIM in a new phone shouldn't be a problem because you didn't cancel your account. Did you make an insurance claim with Asurion, if you purchased Asurion?
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Travlynman
12 Messages
11 days ago
Dewill05
I went to the AT&T corporate store, they did all the notifications on the lost phone, shutting it down etc. I bought a new iphone15 and the old number of mine could not be activated on the new phone. I had Verizon and then switched to AT&T February 4, 2024 and then lost or my phone May 23rd, 2024 or was stolen at DFW airport. So now my old number that I had since 2008 is probably in locked condition somewhere in space and AT&T cannot activate the SIM. It's been 23 days now and my business is suffering and of course AT&T is charging me for my monthly payment for my Mobil, Internet and Direct TV.......I am so disappointed with AT&T
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Juniper
ACE - Expert
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32.5K Messages
11 days ago
The phone number itself wouldn't be locked. They should activate the new SIM on your account. If the new SIM has a new phone number, I fear they activated an entirely new line.
Best to call AT&T during their business hours to find out what has actually happened on your account.
But yes, edit your post to remove the phone number from view.
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formerlyknownas
ACE - Sage
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118.3K Messages
11 days ago
The only reason I can think of that AT&T isn't activating your old number on your new phone is you can't prove the number belongs to you.
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