Help me combine two cell numbers from different markets into one family plan.

December 11, 2007 9:17 AM

Family got iPhones + family plans. If I try to port my old number, it can't be added to the family plan because we are in different "markets". How do I get this accomplished / Who do I complain to at AT&T?

When my parents got their cell phone 9 years ago, all North Jersey was one area code. By the time I got my cell a year later, our half of 908 was 732 so that's what I went with.

Fast forward to two days ago. We got an iPhone for my mom (908), an iPhone for my girlfriend (908) and one for me (732). Mom's activate's fine. Girlfriend's requires us to activate it with a new number and then port on top of it. Also fine.

I go to activate my phone and iTunes gives me the same error that it gave me when setting up my girlfriend's phone so I activate it with a new number. I call AT&T to port my 732 number over and they say this:

Your 732 number can be ported but cannot be applied to your family plan because they are in different "markets." If you change the market for the two numbers already on the plan then you could port over the new number.

I figure, since this can be ported, it's just a matter of working my way up the chain of command to allow the family plan authorization. At least, I hope so.

Still, I figured I'd check with you guys to make sure this was possible, not against some obscure FCC regulation and while I'm at it, if you knew any direct lines to who I could deal with.

posted by Brainy to technology (8 comments total)

The FCC has a an information page here that may help you
posted by TedW at 9:24 AM on December 11, 2007

I think this may be one of those dastardly cases where you actually have to call a human being for support. AT&T will be able to do this, it just might require some manual intervention with the system. I can't even tell you how hard it was to wrangle my number away from my ex-employer and get that set up on my Verizon personal plan, but someone managed to get it working for me. It required some annoying steps like printing, signing, and faxing... but they got it working for me.
posted by fusinski at 9:30 AM on December 11, 2007

Ted, thanks, I'll check that out. Again, I can port it to AT&T...just not be added to the same family plan.

fusinksi, I did speak with a person who told me that it could not be eligible for a family plan. I was shocked so I figured I'd do research before I fought for something illegal or let myself be told fooled that something was illegal, when maybe it was just unpreferred. I have no problem speaking to somebody else!
posted by Brainy at 9:42 AM on December 11, 2007

Hmmm, it seems to have something to do with AT&T's back-end billing I swear this wasn't on google an hour ago

Still, that article doesn't say HOW to go about doing it, so I'd still love any suggestions on what department to call. Porting or some other, higher dept?
posted by Brainy at 9:46 AM on December 11, 2007

Verizon did the same thing to me, saying that different computer systems run different geographic areas and that mine (Boston) couldn't bill the same way as my parents' (Ohio).
posted by olinerd at 9:56 AM on December 11, 2007

The crazy consolidation of the various cell phone companies has resulted in a bit of a problem when it comes to the back end billing systems. It takes millions of dollars and time to consolidate these systems and often they prioritize the markets.

To assume that this is possible is a mistake, it's quite possible your telephone numbers reside in a different MEA (Market Exchange Area) that is in a separate billing system or even that there is a system limitation in their current system that prevents this. Not saying it's impossible but also don't be so sure that it is possible and they just don't to do it.

My recommendation would be to do the following in this order:
1. Call AT&T's customer service number.
2. Go personally into a store and talk to multiple reps. One of them will know how to do it if it's possible.
3. Contact your local executive. You can usually find this information on the website. Don't go straight to the CEO, instead look for a regional manager, VP, President, etc... Try searching for a local sales office (not a store) and ask to speak to the regional manager. If you get voicemail that's fine, more likely than not you'll get a call back from someone else but if they can't solve the problem no one can.

Good luck.
posted by Octoparrot at 11:09 AM on December 11, 2007

Octo, Thank you! Exactly what I was looking for!
posted by Brainy at 11:29 AM on December 11, 2007

My brother and I tried to do this. We tried to work our way up the chain on the phone at AT&T, and were told at each level that it simply couldn't be done. I didn't at all get the impression that it was a just a matter of speaking with the right person -- it really seemed like their system was incapable of combining us.
posted by wyzewoman at 1:17 PM on December 11, 2007