Options for... FREE 2G GoPhone Replacement Upgrade

Hi @RobertdaRobert!

I definitely apologize for the miscommunication regarding that 2G to 3G switch offer that is currently in place until December 31, 2016. I will be more than happy to go over the few options you have available to you in getting a new phone!

You have your choice of any of the following options keeping in mind that these offers are good while supplies last:

• You are only eligible to take advantage of this offer one time.
• Eligibility:
  • Anyone who receives the SMS and/or who has the campaign listed in their myATT/KIC Care account. 
  • No payment requirement with this campaign.
  • You may not order more than one device.
  • If you do not have the campaign in your myATT/KIC Care account, you are not eligible for the offer.
• All offers receive free standard shipping.

AT&T 2G network shutdown.

Let us know how it goes! You can make these changes by either going into any AT&T Corporate store location or calling 1-866-650-1836.

Tim, AT&T Community Specialist

Hello ATTCares - Administrator,
Thank you for the informative and detailed reply.

My only question is...
In this thread, looking at posts #5 and #7:
https://forums.att.com/t5/Prepaid-Wireless/2G-GoPhone-Replacement-Text/td-p/4827017
... how was this person and his parents allowed to use their money balance for minutes to purchase their replacement phones?

Direct quote:

"I upgraded to the Samsung Galaxy Express Prime and they allowed me to use money I had in my account for minutes to purchase the phone. I had over $400 in funds for the minutes. After the $50 off, it only cost me around $70 or $80, I think the phone was listed at $129. My parents did the same, but selected the smaller Samsung phone (smaller screen and only had 8 GB internal storage - the prime has 16 GB internal).

... I called that number, and asked if I could use my money balance for my minutes as I had over $400 in my balance, they then checked and said yes."

The person who posted that also wrote....

"OK what I did, was call the phone number you get when checking your messages. There should be a message from AT&T about the change to 3G/4G and your old phone not working.

In that message or a second message there should be an offer for you to get a new flip phone for free, or get credit $50 towards a smartphone (non-Iphone).

I called that number, and asked if I could use my money balance for my minutes as I had over $400 in my balance, they then checked and said yes.

So the number you should call is the one offering that upgrade. You can only get that deal using that phone number. I don't know what it is anymore, as I have deleted those messages since I have already upgraded."

Not sure what number that is, but give it a shot.  

Hello ATTCares - Administrator,
Thank you for the informative and detailed reply.

My only question is...
In this thread, looking at posts #5 and #7:
https://forums.att.com/t5/Prepaid-Wireless/2G-GoPhone-Replacement-Text/td-p/4827017
... how was this person and his parents allowed to use their money balance for minutes to purchase their replacement phones?

Direct quote:

"I upgraded to the Samsung Galaxy Express Prime and they allowed me to use money I had in my account for minutes to purchase the phone. I had over $400 in funds for the minutes. After the $50 off, it only cost me around $70 or $80, I think the phone was listed at $129. My parents did the same, but selected the smaller Samsung phone (smaller screen and only had 8 GB internal storage - the prime has 16 GB internal).

... I called that number, and asked if I could use my money balance for my minutes as I had over $400 in my balance, they then checked and said yes."

@lizdance40...
Thanks for the suggestion. I think it is not so much that a different number might allow it. It is more so that the AT&T Administrator (above) and an AT&T supervisor say that it cannot be done. Unless AT&T is giving out different numbers in the messages they are sending to people with 2G phones, with different benefits.

Right now I'm waiting for a response from the AT&T Administrator/somone else from AT&T with an explanation.

The problem here is that AT&T is saying one thing but there is obviously another happening. AT&T has flat out told me that it is impossible to apply any of the money in my balance for minutes, yet someone else has clearly indicated that it was done for them. It would be one thing if the first lady I spoke with at 866-650-1836 made a mistake telling me that I can do it; people make mistakes. Someone last month posted that they were able to use them. Well, then when I was told by a supervisor who said that the system won't allow it to be done, that was a lie. What is going on, I don't know. Our first four bills for Uverse have been screwed up and I had to call each time to get them corrected, only to find the next bill not corrected to what was promised; and each time I was promised that it was corrected. So, my trust in AT&T is not quite there. No one likes being lied to. I've spoken to a few people about this and it was suggested to file a complaint with the FCC and the IL Attorney General's Office Division for Consumer Fraud, and let them figure it out. For now, I'll see what answers I may get.

@RobertdaRobert!

I’m sorry about that! I was able to get a representative on the phone to assist with the 2G to 3G/4G swap. I was told that you are unable to use any of the funds from the GoPhone account to apply to the difference of the device. I was informed if you have a postpaid account, it is possible to have any “credited” amount from that postpaid account applied to the balance of the device.

I would suggest contacting the Offer hotline at 866-650-1836 or going in person to a store to have the transaction processed for you.

Let us know what happens.

Kevin, AT&T Community Specialist

I called the number above and although I was able to get the $50 off one of the phones above, I was told that I could NOT use any of my pre-paid minutes (which is over $400) to pay the remaining $ of the phone sale.  

I don't doubt that some people were able to do so, but in light of what I went through 10 years or so ago to even get Cingular (pre-AT&T) to let me keep my phone # of existing monthly plan account when switching to Gophone (half the people at Cingular said it was not possible, half said it was possible but had no idea how to do it, and in the end I had to contact the office of the CEO to get someone of power to direct me to a company store with a staff member that would do this), I have no faith whatsoever as to what the real story here is.  Perhaps you need a magic password to do this (? if so what it is ?).

well, at&t  unceremoniously cancelled my autopay on my mom's phone  and terminated the account, with no warning. i think i had at least $100 on it.  went to a store and they said sorry too bad, nothing i can do.

@bdservc     So the phone hasn't had service in 2 months and you only noticed now?

Accounts that are not refilled for 60 days are canceled.   So it's been that long since the phone worked.

@bdservc If the account was cancelled, then there was no longer any money on it. An account is cancelled only when it has a $0 balance for more than 60 days. If there was money on the account, it probably expired. Any money put on a gophone account will expire if not used. One way to extend the expiration date is to add more money.

it was my mother's phone and set to autopay.  i have another phone that's also on autopay, that one did not have autopay cancelled.  the only difference is mom's phone was 2g and had an fcc complaint filed against txt spammers (joined a class action)  no surprise i got a message from fcc saying nothing could be done and decision is final.