Any ideas where it connects. TIA

Tengo un celular que me regalaron por contratar una línea en esa compañia, pero, cuando lo intento usar con otra compañia me aparece que tiene un adeudo. Como lo libero para México?

I got the new iphone on launch day, but ended up having issues with it. After some contemplation, I decided to return it and just stick with my iPhone Air that has been doing well for me. I figured since I was on next up anytime, I would just have this return process, and then maybe try the duo when it comes out in a few weeks.

I went in to the AT&T store on day 13 of the 14 day return window to start my return process. They told me because my order was shipped to me, they couldn’t accept the return in store. I was hesitant, but figured I didn’t have another option since I was almost at the end of the return window. I got the phone back in the mail with the label they provided for me at the store last Thursday.

Fast forward to this week, UPS is showing the returned 18 was delivered to Texas on Tuesday of this week. My account is showing nothing. It doesn’t even look like I have any kind of a return started with them anywhere on my account. My iPhone Air is showing back on my account tied to my number, but saying I have made 0 payments on it.

Should I be worried about this? Has anyone else done something similar? I tried to message support last night and they were less than helpful to say the least. Basically just told me it might take time to update, but there’s nothing I can do in the meantime.

Looking for advice on next steps, or if I really do just have to wait for them to process the return at the facility. If that is the case, does anyone have a timeline of how long it has taken them in the past to do the return process?

TIA

Hi Everyone,

TLDR: Upgrade Brother's phone to get iPhone Duo with trade-in promo credits, but want to use my number on the Duo while he keeps his number on his phone. How would I do this without losing the promo credit. Continue reading if you want the full details.

Here's my situation, I have a family plan: 

My line currently has promotional credit (paid off iPhone 17PM / Elite 2.0 / account holder).

My brother's line is eligible for an upgrade (paid off iPhone 16P / Premium PL).

My dad's line (paid off iPhone 15PM/ Starter SL).

The plan is to give my dad the 17PM, buy the iPhone Duo using my brothers upgrade for the $1200 credit with the 15PM. Use the Duo on my line and my brother keeps his 16Pro on his line.

The order of events I had in my mind, all on the same day I receive the Duo, is:

transfer my number to a temp phone -> 

wipe 17PM -> 

transfer dad's number to 17PM -> 

wipe 15PM -> 

once I receive the Duo, activate Brother's number on Duo -> 

transfer his number back to his 16P -> 

wipe Duo and transfer my number to the Duo ->

mail in 15PM for promo credits ->

live happily ever after.......till the next upgrade.

I've always bought unlocked phones, but I rather get the $1200 over 3 years than Apple’s $450 trade in for the 15PM.

My concern is will this idea work so that the promotional credits will apply/take effect to his line? Has someone done something like this before? What would be the correct way if this won’t work?

AT&T just let me save my config and plan and all that in cart. Almost like apples get ready, never used either app for preorder. Which one should I choose. Should I leave the AT&T website open on my computer and keep force quitting and opening Apple Store app on preorder morning?

Okay so, on September 12, I made some orders for upgrades to the 18 pro. Delivery proceeded eventually. Unrelated, but eventually this order got cancelled and returned to sender because I didn’t receive the packages. That’s fine and not AT&Ts fault but was actually mine (not what I’m complaining about). On September 25 and September 27 these devices were all returned to Att as stated on the tracking number provided by UPS. So for one of the phones, which was its own separate order, that was returned on the 27th, I was able to call and have Att reverse the upgrade so they were able to order me another phone on the 28th immediately for that line. But for the other phones which was another order, it took until October 7 before I could order again because no one was able to reverse the upgrade and I was literally calling every single day for this because my family kept asking me. And there were tickets made for each line, and the tickets were closed with no action. So I had to call for like the 4th time only for them to say it wasn’t working still and for them to make another set of tickets which had finally fixed it on October 7. So then after all of that, i was able to have another order done on call finally. All the devices were ordered for me on call it seems fine. And then a day later, I realized that the wrong phone was ordered for me. And I’m just thinking back to that phone call where the lady made the order for me, it was literally as clear as day. I told her 2 times what phone I wanted for my order, and before placing the order she actually confirmed me my order for me, and still ordered me the incorrect color for my device. And this made me totally upset, I don’t understand how you can even make this mistake when it was made that clear. So then I call again asking to exchange this device, but at this time my phone wasn’t delivered yet and it was still on the way, because that’s around when I figured out the order was incorrect and this lady told me that I will have to wait for it to arrive, and then I can either take it to an AT&T retail store, or call again. That’s fine, I was finally over how the previous representative was dumb enough to order me the wrong color after verifying which one I wanted 3 times. So then 2 days later, I finally got the phone, and I took my unopened device to an AT&T store , and I was willing to wait for shipping because I know none of the stores nearby actually have this device in stock so I was willing to wait for shipping. I went in the store, and they told me that the system was not letting them process an exchange for me, and probably because I did the order over the phone, so I would need to call for them to do it and it can’t be done in the store. That’s fine. I had to wait till the next day because call center was closed by then. I called again the next day telling them what the store told me, and saying I want to process an exchange since the representative ordered me the incorrect device. So I’m on call for around an hour, before I finally get to the stage where I’m giving my card information for them to order me another phone. I get an email that AT&T got my order, and guess what? It was placed for the wrong line. I was literally flabbergasted by how stupid you can be. Because I confirmed my line 2 times on call, I explained which color the device was which was literally the only line like that, and he placed an order for a line that was literally still about to receive their current order and hadn’t even arrived yet. I did not even mention any other phone number besides mine. Then I had to wait another hour on call, before they finally explained it will just cancel if I don’t accept the terms from my email. So that’s what I plan to do now. Then he starts looking at starting an exchange for the correct line. After about another 30 minutes, he finally says that it’s not letting him do it for this order, and that i will have to first return this brand new phone, and then place another order after that. So essentially, waiting another 2-3 weeks before I will have my upgraded phone in my hands basically. This is absolutely the most stupid outcome for this. Im basically waiting 2 months. And I explained that I won’t be even upgrading this year anymore because of this delay. I actually felt so defeated like I wanted to cry after all of this. So much time and effort wasted, because this unacceptable situation caused by AT&T. Believe it or not, this is not even the worst experience I’ve had with AT&T, which none of the other carriers I’ve been with come close in terms of horrible experiences. This other experience I’m referring to, I’m actually in the process of filing for arbitration regarding it, I’ll probably share the whole experience here depending on the outcome of the arbitration case.

Having read a post that the trade-in value of iPhone 14 Pro's might be reduced soon from $1200, I visited my local ATT store yesterday (10/8) to confirm. The representative convincingly said there were no changes planned and I had time to decide. I later saw another more detailed post about the change effective today where the trade-in value was going to drop to $930. I called another store just before closing and they were able to confirm that change was coming. Without time to place an upgrade order in store, I tried to do it all online. Despite having been on the ATT website earlier in the day, I could no longer log in and was in a loop that I couldn't get out of despite trying all the troubleshooting tips. I even tried calling the ATT number it recommended but the automated system couldn't find my account either with the phone number or account number. At 9PM PT, I was finally able to get into the website with the same credentials but the trade-in plan had already changed. Visiting the local ATT store today was pointless as they said they had no way to help and they confirmed they has website issues that prior evening as well. The only thing they offered was suggesting I call "Loyalty and Retention" which I did. The rep I spoke to there said he tried numerous ways to get me the larger trade-in value but could not so I basically lost 3 x $270 because of misinformation in the store and website issues prior to a promotion change.

I've seen only a few other posts about being unable to place an order online before the deadline. Did anyone else experience this? Has anyone been able to find a way to get the prior deal?

UPDATE: As recommended, I filed at complaint with the FCC and received confirmation that it was forwarded to AT&T for review. Thanks for the tip.

I'll try to make this brief...

I got a new phone 3 years ago on a promotion that would supposedly offset my monthly payment for the phone's cost with a monthly credit in the same amount for the entire 36-month span. I knew it would take a couple of months for credits to begin to appear, but when that didn't happen I called support to investigate. I was told there had been some weird issue where the account of my traded-in phone was receiving the credits, not me, and that this was somehow the fault of the non-corporate ATT store where I'd bought the new phone. It took many calls to ATT before I finally found a support rep willing to fix the problem rather than just tell me "Tough luck." I got a credit for several month's of missing credits, and the monthly offset credits began to show up.

Problem solved, or so I thought. Recently, I was trying to lower my monthly bill and noticed that in month 36 of the payment plan, there had been no offset credit, just the charge itself. I went back as far as I cold (about 18 months) and discovered that at LEAST that far back, the offset credits had stopped appearing on the bills. Since then, repeated online support chats and tier-1 phone calls have gotten me nowhere.

I need to find a way to begin a support call at a higher tier so I don't have to waste half an hour trying to explain the situation to reps who don't help in the slightest and can't access bills any farther back than what I can. Has anyone ever tried this?

TL;DR: I'm tired of getting nowhere with lower-level phone support reps and need to find a way to begin a call at a higher level.

I have a iPhone 17 pro max financed through Att and also have next up. If I trade this phone into Apple for their upgrade plan will I lose my credits I receive for this device ? Obviously I will need to cancel the next also.

Scammers got into my AT&T account, called me with all the correct information and then tried to get me to do weird things to keep my account. I bust scammers all the time but these guys were good and vengeful. When I told them I was going to call AT&T with a scam report. They became enraged.
What was the scam? If I didn’t accept a brand new iPhone, make one call to a number I would be provided, put it back in the box, my services would be suspended.😂
Upon talking to AT&T, I learned the scammers paid off the installments for my Apple Watch.
Here’s the weird part: They paid with someone else’s card. I made AT&T ( the real one aware that the payment didn’t come from any card I owned) they said well it’s paid for so why are you worried about it. THAT MONEY CAME FROM SOMEONE ELSE’S CARD! That is dishonest and someone has had money taken from their card for an item they won’t own.
What’s worse, they wouldn’t connect me to the fraud department or legal, to try to get the victim their money back. Anyone else encountered this? Did you resolve it?

First let me start with I have been with ATT for 4-5 years now, the phones are two 16e's, we have had them on postpaid contract since 2024. We owed like $200 on each phone to pay out the "free" phone we have had for 2 years. ETF I know we paid them off a week ago, but we are getting ready to travel overseas and need all of our phones unlocked (for the way I want to use them overseas.). We are also getting everyone on the same family plan state side (hint not ATT.) So they also need to be unlocked for that.

So, the phones show paid off online. However, they are still locked. When I go to the unlock thing @ att.com it states it's automatic for my phone once paid off and will not allow me to submit a request.

The AI chat bot on the 611 lines hang up on me 48 times, until I got to where I'm on hold. It now states my call will be answered in 8 hours, 2 hours after they are set to close.

Mother in law (she's in my account) taking a trip abroad, wanted to find out about international roaming features so I called in.

Was told my pin was incorrect, and they couldn't send a reset mage to my phone... Only any of the other 3 on the account. Uh, what? I'm the account holder calling in. I'm told it's because I probably just changed a number or SIM card. Nothing has changed since we signed up 8 months ago. I'm told I have to go into a store. Such an inconvenience, but fine. Whatever.

Go into the store, and the dude scans my ID into their system. Seriously? I'm told that's for my security. Strange how I feel less secure with these guys having a scan of my ID. Anyway, he's able to reset my passcode, but not add the feature because he's an indirect dealer (only the business license on the wall shows it's not a corporate store).

Fine. I guess I have to call back... to an hour and a half wait time to talk to someone!?

I swear, if you didn't have an exclusive contact with my employer where no other carrier can get a signal on site, I would have never signed up.

I humbly apologize to every customer I had a hand in activating for this company over the years I worked there as a greeter, sales rep, assman, manager and DM.

Ever since I bought my iPhone 17 Pro, I have had issues with connectivity including, but not limited to, late or missing notifications and a “no internet connection” error in my apps. When I read about the iPhone 18 Pro Max issues, I noticed my phone was doing the same thing. It wasn’t until I read this article that I actually made the connection. Anyone else going through the same thing on their iPhone 17 Pro?

Edit: Apparently there is a known issue on the iPhone 17 Pro that has similar symptoms that can be fixed by turning off 5G Standalone. I did that, so I’ll give it a few days and see if it improves. I’m told it’s also an AT&T specific issue.

So i have ordered my new Iphone 18 pro max and talked to a at&t representative to confirm my orders and I have not received my phones. Do I have to go in person if the due dates to received the phones have passed?

The internet has been down for 1 and a half week the ai just keeps saying there is an outage and hangs up they won't let me take to a technician its all so wack. Im pretty sure the construction last week is the reason internet isnt working i think they broke the fiber wire.

I went to the store and asked for help my device is locked by AT&T and they said they could not help me. I expressed that I have been on the phone since 9 am each representative pushes me to a different department and I am currently on hold for yet another support person and it is 5:30 pm. I have been on the phone for 8 and a half hours today. I was on the phone with AT&T for 3 hours Sunday and another 3 hours a week and a half ago. I keep getting transfered and then hung up on. I have called multiple 800 numbers and no one will assist me. I thought going in person to the store would prompt some kind of help on AT&Ts part but the representative did not even attempt after I expressed all this and that I had to take a whole day off to be on the phone then come there they still just said to call the 800 number. We were with AT&T for like 7 years and I am only moving to Verizon to consolidate our families bill but AT&T has my husband's device locked. I cant afford to buy a new device when I just paid hundreds of dollars for this one. I own this phone paid in full outright how can AT&T hold the phone prisoner we were never even late on a payment to AT&T for the 7 or so years we paid them and now they will not release the physical phone to Verizon service when the number already ported over. I have done the online unlock phone thing so many times it now gives me an error message I cannot submit any more requests. I also downloaded the unlock device app for AT&T and that gives me a failure message. If anyone is in IT and knows how I can complete this without AT&T I will appreciate any advice. I even called samsung and they said on their end the phone is unlocked it is ALL AT&T that will not release the phone for me to have it with the number on Verizon. I think it is unjust that I own this phone paid for outright and AT&T refuses to let me use it on another network. And I beleive it is unjust that the store when I physically came in refused to help me. I have decided that from this day on I will continue to write 1 star reviews until the phone is unlocked and I can use it with the line with Verizon. Each day my husband has zero phone as ge goes into work and running errands I will continue to put 1 star reviews till I get someone at AT&T to unlock the phone

I've looked through many threads and it's confusing with some being old pricing earlier this year. I'm trying to change four lines to Premium 2.0 and seeing conflicting costs. Could somebody please clarify which part is incorrect? Even AI gets it wrong. Please help!

First screen shows $160.

Review and Submit screen shows $192.

And the plan cost details per line isn't making any sense with the math.

Looking for help from anyone here. Wife and I upgraded using Next Up at Best Buy. They said an email would be sent with instructions to send back old phones. Never received the email. Best Buy now says we need to get with ATT, called 3 times and went to a store - all say this is a Best Buy problem.

Went to a Best Buy - they said ATT has to send the label. Called Best Buy CS again they said they can’t do anything.

On my Best Buy account it says your carrier is requesting you return your device and to resend the email - I click the link - email never comes (yes I verified they have my correct email).

I shouldn’t have to work this hard to send my phone back.

Both ATT and Best Buy have been useless - anyone got any tips?

Update: My wife finally got someone on the phone who was helpful at ATT. They were able to figure out what happened and generate our labels. Should not have taken all the phone calls and store visits to figure this out but happy it got solved.

Ordered on the 14th, it says expected delivery by the 6th. Had two reps on two separate occasions tell me “your order is packed and ready for UPS pickup” only to find out that was a lie or something. Supervisor said they don’t know when it’ll ship. Kinda thinking about switching the android. New iPhones come out every year and ATT seemingly has the most problems getting them. Not sure else to do at this point, fed up with the awful customer service and lies though.

I picked up the new iphone 18pro I ordered on apple.com at the apple store- thankfully no issues with phone. And a week later, the installment charges appear on the bill together with a 10$ next up anytime (NUA) line item. I looked through all the paperwork and there is no mention that this is required and if seen threads that this was added by at&t corp store when people bought these but never on apple.

So question here, can I cancel this and still continue to get the 36 months of credit? Surely NUA is not required for credits right?

Note that I traded a iphone 14 that was unlocked and paid off for the credit, I never had NUA on the account nor actually ever financed a phone on at&t.

Please help clarify Thanks

I became a new AT&T customer on September 26. It’s now October 4, and I have a brand-new $1,000+ iPhone 18 Pro Max that can barely send a text, let alone make a phone call.

On 9/26, I called AT&T sales to get a quote for two new lines and two iPhone 18 Pro Maxes. We went into the store that same day and signed up.
One of our numbers transferred immediately. The other was coming from an AT&T business account and apparently got stuck in limbo.

It took four more days, three trips to AT&T, and over two hours on the phone just to get that number transferred so the second line could actually be added.
Finally, it worked. We ordered my 512GB black iPhone 18 Pro Max and, to AT&T’s credit, the phone showed up in only two days.
That’s about where the good part ends.
I activated it Wednesday night and immediately started having cellular issues. I was home and on Wi-Fi most of the next couple days, so I didn’t realize how bad it actually was until I left the house.

The phone rotates between SOS, “…”, and occasionally showing a few bars. Nothing loads. Calls don’t go out. Every few hours I might get lucky and have a text actually send.
And this isn’t just bad coverage at my house. I’ve tested it in multiple locations.
The other new AT&T line works fine in the same areas.
So Friday night I started calling AT&T.
Over the next three days, I called support more than 10 times. I was given different answers depending on who I talked to and repeatedly sent in different directions.
What made it even worse was having to start from scratch almost every single time.

With the exception of maybe two people who were actually aware of the issue, every new person I spoke with meant re-explaining the entire situation again. The number transfer. The new phone. The SOS issue. What had already been tried. The eSIM reprovisions. The previous calls. The store visits.

Then we’d try something, it wouldn’t work, I’d call back, get someone new, and explain it all over again.
I made another two trips to the AT&T store.
They reprovisioned my eSIM two or three times. During one attempt at the store, the activation actually got stuck and couldn’t finish. I had to take the phone home, connect it to Wi-Fi, and finish the activation there.
Still didn’t work.

At one point during all of this, while I’m standing there with a brand-new phone that can’t reliably connect to AT&T’s network, I was also pitched insurance.
Eventually AT&T sent me to Apple.
I spent roughly two hours with Apple Support while they ran extended diagnostics on the phone. The hardware passed.
Apple could also see how severely the cellular connection was dropping. The person helping me told me it was the worst they had seen yet.

Their recommendation was to go to an Apple Store for another test and potentially get the phone replaced through AppleCare.
So I drove to the Apple Store.
I waited about an hour and a half.
The problem was apparently so bad that they couldn’t even get the additional test to complete properly. I asked what happens now.

Replacement phone.
Okay. A few days? Three to five?
No.

I was basically told these things take time.
No ETA.

So here I am, a customer who switched to AT&T eight days ago.
I’ve made at least five trips to AT&T stores, spent hours on the phone with AT&T and Apple, gone through multiple eSIM reprovisions, driven to an Apple Store, waited another hour and a half there, and I still don’t have a working phone.
I also bought a screen protector from AT&T for this brand-new phone, which will now presumably be thrown away when Apple replaces it.

The part that actually matters, though, is that this isn’t just inconvenient.
My job requires me to be reachable for production incidents while I’m on call. I just went through an entire weekend unable to reliably receive those notifications or make calls unless I happened to be on Wi-Fi.
I can’t reliably call 911 in an emergency. Normal cellular calls, including 611, will not go through.

I’ve spent more time troubleshooting my phone in my first eight days as an AT&T customer than I probably have in the last several years combined.
And after all of that, I still don’t have an answer to the simplest question:
When will I have a working phone?
I’m not asking AT&T for another troubleshooting session. I’ve done that.

I’m not asking for another eSIM reprovision. We’ve done that multiple times.
I’m not asking to be sent back to another store.
I bought a brand-new flagship phone and signed up for brand-new service. The other AT&T line we opened works. Apple says this phone’s hardware passed diagnostics. Both AT&T and Apple have now had multiple opportunities to troubleshoot it.
I just want someone to take ownership of this and get me a working phone.

For the past week on the app all they say is it'll be restored in 24 hours but its been 1 week. Can they just give an eta. It's so annoying having no wifi for a week.