Upgrade order is always canceled.

[SchusterIX]

I have tried calling, and tried online help. But they can't or won't do anything, and this is driving me nuts.

I am trying to upgrade my one and only line, to a Note 2. I want to pre-order it. Whenever I do, shortly after my confirmation email I get an email saying that they canceled the bloody thing! Each time. Saying they can't verify details, (they're all exact) or I'm upgrading too many lines..and I'm only upgrading one. Online help just says you're out of luck. Seriously...I was told att will just keep canceling my orders, not telling me a reason. And phone help can't pre-order my phone.

For various reasons, waiting and buying this in a store is not an option. It would have to be shipped second hand to me...which is rediculous. I never thought att customer service was this bad...but wow, everyone is right. Is there anyway to fix this?

[SchusterIX]

Well this is grand. Now it's sending the cancelation email before the confirmation email. This is about enough to make me switch carriers lol.

[drumn_bass]

Why buying from the store is not an option? If you don't mind me asking...

[SchusterIX]

It's rather a pain to buy it in one state, and ship it across the country. Which would be rediculous, since everyone can pre-order this online, and have it sent to them. That I would have to have someone buy it half way across the states, and send it to me. Even if that wasn't the case, online ordering should be working.

[SchusterIX]

Still no progress in placing an order. I know I'm not the only one with this problem, has anyone found a solution? Besides changing carriers...which is starting to look like an option haha.

[drumn_bass]

If you're trying to have it shipped to an address different from the billing address on the account that that is most likely the reason why your order gets canceled. AT&T can only ship to the billing address to prevent fraud. Whoever is the account holder can add you as an authorized user so you can go any AT&T store and buy a phone.

[jamileh]

Thanks for the private message. It sounds like this is happening because of the address, like drumn_bass suggested. 

Please take a look at my PM to you. There may be some options available to help get your phone. 

[SchusterIX]

Originally the billing address and shipping address was identical. I will change it back and try it again, but even when they were the same, it would not ship.

[SchusterIX]

Ok, I tried it again, all the addresses were matching, shipping and billing, and it was still canceled moments after it went through.

[wingrider01 ACE - Geek]

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SchusterIX wrote:
Ok, I tried it again, all the addresses were matching, shipping and billing, and it was still canceled moments after it went through.

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just to cover a few other possiblities

1. have you checked your spam filter to see if the notification of cause was sent there

2. is the account in good standing, aka payed up to date with no suspensions, etc

3. have you tried ordering it through on line chat interface rather then just the website?

[SchusterIX]

Account is in good standing, the emails just says it can't verify information or i'm ordering more than 5 phones, I'm ordering 1 phone, for 1 (and only) line, and all my information is correct. According phone and online chat, they can't pre-order it over the phone, and they can't do anything online either. They just refer me to a store, or tell me to call.

[SchusterIX]

This is the exact text: Unfortunately, we were either unable to verify the information you provided or you have exceeded the number of lines of service that we allow customers to purchase online. As a result, your order has been canceled.

So, that's not telling me anything. All my addresses have been verified. Also, making me a verified user or what not, so I can buy the phone in a store would not work, as the payment source on the account is not being used to purchase the phone.

[wingrider01 ACE - Geek]

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SchusterIX wrote:
Account is in good standing, the emails just says it can't verify information or i'm ordering more than 5 phones, I'm ordering 1 phone, for 1 (and only) line, and all my information is correct. According phone and online chat, they can't pre-order it over the phone, and they can't do anything online either. They just refer me to a store, or tell me to call.

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might be a subtle difference in the bill address and the shpping address, you should be able to verify that online or in chat. Ran into issues when I entered my address for shipping as

1234 Anywhere

Los Angeles CA 11111

and my billing address was

1234 Anywhere Ave

Whitley Heights CA 11112

which is a suburb / neighborhood of LA, both work but one was shipping and the other was my billing

wonder if the billing address is causeing the issue

[SchusterIX]

Both addresses are identical, double checked it. Including the spaces.

[wingrider01 ACE - Geek]

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SchusterIX wrote:
Both addresses are identical, double checked it. Including the spaces.

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Identical on the web display or identical on att's records?

[SchusterIX]

I would assume both. I've gotten bills here, and on the display it shows my address.

[jamileh]

Thanks for the PM info. A member of my team will give you a call shortly!