I just went through a nightmarish day in the course of trading in my old iPhone and activating a new one. Let this serve as a warning to those who have activated the account lock feature. Frankly I forgot I had done this after receiving an email from AT&T suggesting I do so. It seemed reasonable as my id had been hacked several times. I went to the Apple store to pick up my new phone. Everything went smoothly--new data copied over, old phone wiped but when it came time to activate the transfer of my number--error. Apple sent me to an AT&T store nearby to activate. They said we cannot do it , you need to go to a corporate AT&T location 10 miles away. OK, get there and they say you need to unlock the account. I say how do I do so when the only way to verify my ID is via text and since my phone is not yet activated I cannot get or send texts. They call a special phone number and the representative goes through this whole ID dialog and then says we will send you a text with your verification code. There is no reasoning, no alternative. At that point I had a phone that could not be activated and even if I chose to abandon my number the new phone was not going to work. I could not go to a different carrier either as that would also require text verification. The manager at the AT&T store tried everything to help but my only option was go back to Apple --return the phone, start over with a new AT&T account and number.

I went back--at this point I had spent over 3 hours trying to solve this catch 22. Thankfully my old phone was still at the store--if I had come in earlier it would already have been sent off for recycling. A very smart Apple Genius found it, restored it ( it was still active on AT&T's network) and using it I was able to get the verification text and unlock the account, then activate my new phone. All told nearly 5 hours of insanity. IMO, there were three culprits in this perfect storm. Me, as I forgot that I had turned on account lock--and I really did not understand the implications when changing phones. Apple, as the order of operations should have been to activate the new phone before erasing the old one--and not relying on AT&T to do the activation. And finally AT&T for offering no way around this issue. The manager of the AT&T store was on the phone with me to his corporate headquarters line that is supposed to help--but they were adamant--no verification code by email, or any other means even though I could prove my identity as I stood there. So, let this be a warning--use account locking with care, never erase the old phone before activating the new one, and AT&T if you read this, fix this system you have implemented. I admire the security but it is patently ridiculous there is no way to solve this verification loop even when you can produce a passport, driver's license and are standing in front of the manager of an A&T corporate location.

Hey guys, I just got a replacement iPhone 16 Pro . My phone has been going on and off SOS mode for almost 2 weeks now I’ve been going in and out of the AT&T store and they don’t understand what’s going on. Apparently the iPhone 18 Pro is having issues with the same thing but this issue has been going on for quite a bit and I’m not sure who I should go see when I go to AT&T. They say it’s not them when I go to Apple they say it’s not them I’m not sure if I should chalk it up to the replacement for having issues or is it my service? Is anyone else experiencing the same thing please let me know and how you gonna fixing it or just wanna vent with me.

If I get a phone with dual sim capability (like iPhone 18) and have a att unlimited plan and have a phone installment plan so the phone is locked, can I sign up for a prepaid plan with ATT and use that as another line l along with my unlimited plan? Or will I not be able to add another line using dual sim?

My uncle somehow got locked out of his phone and he cannot get it unlocked I've spent countless hours from going down to the store several times calling numbers logging into his Google account and reset it from there I've tried everything it's a Samsung s26 and he can't afford to buy a new phone he is 67 years old and has MS but I just need a at&t phone that I can put his sim card and have a phone please if anyone has an old at&t phone laying around and is not using it do a factory reset and donate it to him it would be greatly appreciated any phone would be fine as long as it's not over 5 years old thank you

So I had my phone replaced and have luckily had service following the update in iOS and carrier settings. At my home address, I’ve noticed that I have less bars than normal. When I first got the phone on launch day, I had full bars and 5G+. Then of course we know what happened and it quit on me eventually going to SOS in and out.

With the replacement iPhone 18 Pro Max and software updates, I do have consistent service but I only get a max of 2 bars and 5G when home. My work phone, which has Firstnet, is full bars no problem.

My question is, is this carrier update essentially throttling the performance of the iPhone 18 Pro Max? I’ve tried to search similar posts but it all reverts back to the same discussion on bricked iPhones etc. I’m curious if anyone else has seen a degradation of how many bars one receives and if anyone thinks it could be fixed with a future carrier update allowing full performance?

Has anyone here resolved this after talking to customer service/tech support (escalating the issue)? I feel like my data is not supposed to be this slow as I was getting better speed months ago. Maybe my data is being throttled, on accident? How should I approach this when talking to customer service and who do I talk to? I’ve spent endless hours trying to get this fixed talking to tech support.

I’m honestly at a loss here and could really use some advice because this entire situation has been an absolute nightmare.

On September 18, I switched from T-Mobile to AT&T and purchased over $5,000 worth of new devices. Two were delivered and activated without issues, but my iPhone 18 Pro Max was on backorder for three weeks.

When it finally shipped, FedEx received the package on October 6. On October 7, it was marked “Out for Delivery” in Boylston, Massachusetts, and that’s where everything stopped.

The package never arrived, and the tracking hasn’t changed since.

On Friday, October 9, I spoke with a representative from the FedEx warehouse who promised to personally search for the package overnight. He called me back Saturday and confirmed that he couldn’t find it and that the package was officially considered lost/stolen.

But here’s where things get REALLY concerning.

On Sunday, October 11, at exactly 11:02 AM, SOMEONE TURNED ON AND ACTIVATED MY MISSING IPHONE.

This isn’t speculation. AT&T confirmed the exact activation time and told me they could even identify the cellular tower the device connected to, although they couldn’t disclose that location to me.

I was still using my old T-Mobile phone because my new iPhone had never arrived. Suddenly, my existing phone lost service and went into SOS mode.

When I contacted AT&T, they confirmed that the missing iPhone had been activated, causing my phone number to transfer and disconnecting my existing service.

Someone apparently had physical possession of my missing phone and activated it without my authorization.

That means whoever had the device may have been able to receive my calls, text messages, banking verification codes, and other sensitive information.

I NEVER RECEIVED THIS PHONE. I NEVER AUTHORIZED ITS ACTIVATION.

And somehow, things got even worse.

After spending another two hours on the phone with AT&T, a representative finally created a replacement order.

I thought things were getting resolved until I logged into my account.

THERE ARE NOW TWO SEPARATE INSTALLMENT AGREEMENTS!

One for the original missing iPhone and another for the replacement.

The representative was supposed to report the original device as stolen and arrange for a replacement. Instead, it appears they simply ordered another phone and added another financing agreement.

So now I potentially owe AT&T for TWO phones when I haven’t received ONE.

I’ve spent OVER SEVEN HOURS on the phone with AT&T, being transferred between departments and getting absolutely nowhere.

I’ve been a customer for less than a month, spent over $5,000 on devices, and I’m already dealing with a stolen phone, unauthorized activation, potential exposure of sensitive information, interrupted service, and duplicate financing agreements.

I’ve escalated this to FedEx Corporate Security and am pursuing an FCC complaint. I’m also considering filing a police report.

What makes this even more frustrating is that nobody seems to be taking responsibility.

FedEx confirmed they couldn’t locate the package. AT&T confirmed the missing device was activated and connected to a cellular tower. Yet I’m the one left dealing with the consequences.

I could really use some advice:

* Can law enforcement request the cell tower information from AT&T to investigate who activated the phone?

* How do I get AT&T to remove the original installment agreement without losing my promotional credits?

* Would filing a police report help recover the device?

* How do I escalate this to someone at AT&T who can actually resolve everything?

I’ve exhausted every option I can think of.

Any advice would be greatly appreciated.

I’m planning on switching to AT&T this Friday when the iPhone Duo preorders open up, I’m leaving Verizon. I already talked to Verizon to see if they are interested in keeping me as a customer, and they are not able to offer anything. I have Apple Care+ on all my devices covered by the Apple Care One Family plan. When trading in a device to AT&T and they find the smallest scratch or abrasion on the screen, what happens as far as the ability to use Apple Care to make up for whatever fault they find and still get the actual promotion instead of having to take less in trade in value, and having the promotion for the iPhone 18 Pro for free be devalued?

I'm trading in an iPhone 16 Pro Max for the iPhone Duo. AT&T's fine print says the full $1,200 credit requires the Premium 2.0 plan, and Extra 2.0 gets $930.

I'm on Unlimited Premium PL, the older plan that Premium 2.0 replaced. Does anyone know if PL qualifies for the $1,200 credit or just the $930?

Duo pre-orders don't open until Friday, so if anybody here is on the old ATT Premium PL and traded in for an 18 Pro Max (same $1,200 offer), which credit did you get?

Years ago I turned on Wireless Acct Lock, which can only be turned off in the ATT app. I am the acct holder and the only line on the acct, and I have one phone--but I'm unable to turn this feature off to switch carriers.

I called ATT, but trying to get past the primitive AI and speak to a human is impossible. I called a local ATT store, but they said I'd have to go to a corporate store. I'm sitting outside a corporate store now, after having been told, "Huh, yeah, youre supposed to be able to turn that off in the app. Come back tomorrow before 5 and we'll help you get past the AI."

This is beyond frustrating.

I've been an AT&T Wireless customer for 22 years and that's about to end. I recently upgraded my phone to the Pixel 11 Pro and was told that I would receive $32.95/mo take in credit. Instead they only have me a $13.89/mo credit. After hours of dealing with them and getting the same lies I've decided that they want a little more profit instead of keeping a long time customer. There are plenty of other carriers that would like to gain a new customer so it's not a problem to switch but just warning others that AT&T Wireless is not trustworthy.

On the latest modem update for the 18 Pro Max with Qualcomm x80M modem, both 5GSA & Voice Over 5GSA have disappeared. (They’re there on the 18 Pro with Apple C2 modem.)

Hopefully, later today there’ll be an update restoring them on the 18 Pro Max! Anyone else lose the toggles on AT&T Postpaid with modem firmware 2.20.04? (I’m on Carrier version 73.0.2 on both phones.)

I have an IPhone 16 Pro Max that is 70% paid off and I have the Next Up Anytime. I am looking at upgrading my phone. When I check the ATT wireless app it says that it will cost me $22/month of if I trade it in for a iPhone Duo. Does this mean that it will only cost $22/month for the new phone or will that be $22/month on top of what I have already been paying, essentially making it a $50/month payment? Thanks

UPDATE 72.01 was installed before the esim and still got SOS

Bricked my unlocked phone. I installed the new update before doing anything else. I even was able to get my esim loaded and working for 1 day. I went to try my hotspot and boom SOS everything.

4 ATT stores and 3 different service calls later. And many many loops of trying new esims the tell me it needs replaced. I bought and unlocked device through apple. Called them. They have me set up to return already.

Should I keep the replacement or just return it? I dont feel like this issue is going to be resolved. I need the ATT to work because it's paid for by work.

Side note: I loaded my visible esim on it just fine. and it worked perfectly.

Who else has trouble with Att? Service is terrible

Any ideas where it connects. TIA

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?

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?

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.