06-29-2013 08:41:06 AM
About a year and a half ago I added my son onto my Family Plan by just activating an old iPhone 4 he had. My assumption was that by using an old phone, rather than purchasing a new (subsidezed) phone, that I wouldn't get locked into a contract. Well, fast forward to yesterday and I go to trade his phone in at Best Buy for a new one and I'm informed that this line is not eligable for an upgrade.
First off, it surprised me that I was even on a contract for the line, and second, I never "upgraded" a phone on this line to begin with. After speaking on the phone with customer support, I was informed that indeed, I'm not eligible. How this makes any sense is beyond me.
So, I add the line using an old phone, meaning nothing came out of AT&T's pocket. They put me in a 2 year contract which qualified me to get a new subsidized phone should I have wished to do so. I didn't, and therefore I'm forced to wait 2 years before I can? This can't be for real but this is what I've been told on the phone twice now.
Does anyone have any experience with this issue?
06-29-2013 09:17:57 AM
Did you add this line at a corporate AT&T store or at an authorized reseller of AT&T services? Authorized resellers may add the new line as a new contract rather than month-to-month service, which it sounds like you wanted. As far as experience with this, I added a line last year that didn't have a new contract associated with it, so it was always upgrade eligible during the time that I had that line.
Reach out to customer care by following this link and sending a private message: ATTCustomerCare. They may be able to assist you with this, or at least give you further clarification on what happened when you set up this line initially. They work Monday-Friday, so you won't get an immediate answer from them, but they will respond when they get a chance to.
06-29-2013 09:35:23 AM
Thank you sir for your reply. I called AT&T for the 3rd time and wound up with a very helpful gentleman for a change. He informed me that it was made into a 2 year contract at the time, despite my coming in with existing equipment, due to my use of a corporate discount I have through work. I guess I can't be certain this is the reason but he seemed to be a very helpful, genuine person and I believe his explanation. (btw, yes, I added the line at an AT&T corporate store)
As for the upgrade issue. He states he was unable to physically change my eligibility from his end but could put in a note authorizing an upgrade at this time. The only problem is that Best Buy can't see those notes. Sort of defeats the whole purpose as their promotion ends today.
All of this has just been so strange because you get a different story from each rep you talk to. This last guy was truly wonderful but the one before literally told me that because I called today he couldn't do it, but if I called next week they could override. This may be true for some totally insane reason but he gave no explanation at all for this. I mean he couldn't even fathom how ridiculous what he said would sound to any rational human being. I believe being polite and calm always gets you further but that really tested me, lol.
Anyway, I don't think I'll be renewing my contract next time around. Not that the other half of this telecom duopoly will be any better I'm sure.
06-29-2013 11:19:08 AM
Different corporate agreements require different things. The line that I added last year was to a family plan that is a Premier account, but it didn't have the requirement of having a two-year contract added to it.
If your son's line upgrade eligibility date is in July 2013, that would explain why the customer service rep is saying that he could do the override next week, but can't do it today. Reps can usually do overrides of upgrade dates if it is within the same calendar month.