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New Member

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4 Messages

Sat, Sep 19, 2020 3:24 AM

$300 plan

I signed up for the $300 8GB plan. I received the SIM card. It says it is activated. But I haven't been charged for the plan and the next step to activate on the phone doesn't list a plan. I can't get through to any AT&T person to help me on the phone. The automated phone system hangs up on me because I don't have an account. If I put the sim card in my phone it won't let me call 611. No other person on any other AT&T phone number will help after calling 5 different numbers a total of 20 times and trying every option. I just get referred to the prepaid number which says wait times are long so choose an automated option and there is no option that can help and it hangs up on me after it doesn't like the phone number or SIM number that I give it. The AT&T Store can't do anything beyond seeing what I already saw online. I found the port URL and it says it is confirmed. This is the worst experience I have every had with any company in my life. Is there any possible way to talk to someone at AT&T or get some help?

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lizdance40

ACE - Sage

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78.4K Messages

a month ago

The $300 plan should be prepaid before you get your SIM card.  To activate you may need to call AT&T WITH YOUR ORDER NUMBER.  
If you did not prepay, you would be charged when you contact AT&T to port a number and activate SIM card.  

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

a month ago

Same!! SO frustrating. I am furious and without any service at all, plus $300 and tax poorer

Constructive

Employee

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14.6K Messages

a month ago

I believe the sim is provisioned for your plan you just need to activate the sim

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive

Employee

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14.6K Messages

a month ago

You aren’t charged until it’s activated

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

a month ago

I have already activated my SIM, and called before purchasing the plan to make sure the unlocked phone I bought was compatible. An ATT employee assured me it was. In fact, when I have tried to re-active the SIM card (many times, because "customer service" online leads you in one useless, endless loop), it tells me this Sim card is already activated

New Member

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8 Messages

a month ago

Sorry to jump on this post. No one responded to mine and I'm having the exact same problem.

@ tdc2: I wasn't charged the first 3 times I tried to pay even though it shows it went through on my end. The 4th time it finally shows I paid, but still no service. So don't keep trying to pay. 

New Member

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4 Messages

a month ago

Yeah you would think the SIM was provisioned with the plan but it doesn't seem to be. After putting all the info in it says the SIM is already activated then the word "Plan" with no plan listed. I think there is something broken in the process where the plan isn't being applied correctly or maybe it takes more than 6 days to do that and it just hasn't been done yet. As a result, if I try to go to the next step in the plan it gives an error (on my computer) or a page not found (on my phone) and won't go any further. That's why I think I need to talk to someone. 

 

Since I placed the order, the only communication I had from AT&T was that my SIM was shipped and then getting it in the email. No indication that I purchased a plan. No info on setting anything up other than the generic instructions with the SIM card. I would have expected more than just an email about the SIM card shipping as part of the process. 

New Member

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4 Messages

a month ago

Earlier I did try to see if I could order again, assuming the plan part of the order didn't go through because I never got anything confirming it by email and it seemed to be missing online. When I got to the part about putting in my phone number to be ported it said something like that number was already being processed and wouldn't let me continue. With that, I at least believe that I did originally order the plan and at least submitted the original order correctly.

(edited)

Constructive

Employee

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14.6K Messages

a month ago

Just a question for everyone are you new or existing customers? The 300 dollar plan is for new customers only and requires a new line. Existing customers can’t purchase the plan 

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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8 Messages

a month ago

Exactly the same experience and problems. I personally am a new customer. Never had ATT service before and I have never had such a bad experience with a cell phone company. I regret switching from Boost.

New Member

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4 Messages

a month ago

After a few more calls and figuring out how to navigate through the automated system to talk to someone on the porting team and calling back a second time after the first person tried to transfer me to another porting person and I got half of a recording saying you can't call this number from your location, I called back and talked to someone named Javier. He conferenced in a woman with a southern accent from another department and fixed the porting. Then he fixed the other problem with my account and sent me the initial message to log in. Then he sent me to the link to pay online (even though I gave all my payment info on the original order last Sunday and never heard anything back) and I was able to make the $300 payment and start the service. Took probably 30 minutes to get it all taken care of. I'm really glad Javier took ownership of it and called the other people to get the issues fixed and stayed on with me until everything was done. Everyone else just seemed to want to pass me off to someone else or to an automated system that would hang up on me. All in all it was way too hard to get set up and took way too long. There is obviously something wrong with AT&Ts order process and if I was a stockholder I would demand that the CEO look into it and see why they are turning away potential paying customers such a broken system. At least my situation is taken care of now.

New Member

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8 Messages

a month ago

I'm glad you got yours figured out. I ended up buying a third phone because I had gone so many days without a usable phone. Ended up paying over twice as much plus return shipping for the phone I actually wanted that wouldn't work with the SIM card (again, had been assured by ATT employee it would). The whole thing was a mess and handled so poorly. I agree with you. I was *this* close to writing off ATT but I had already been told twice that the $300 prepay is non-refundable. I also noticed prepaid customers are not afforded the same customer care that other "higher-paying"customers are. No online chat, rerouted to a whole different subset of a website with fewer options and dead ends....I won't be recommending this service to anyone. Thanks for posting and letting me tag along. It was worse thinking I was the only one this was happening to.

lizdance40

ACE - Sage

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78.4K Messages

a month ago

@apristo2  what phone were you trying to use originally?

With the 3g shut down, you must have a phone capable of AT&T voice over LTE.  Phones must have US warranty.  International phones and off brands may not work on AT&T.  

 

 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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8 Messages

a month ago

@liz I wish you worked for ATT. I gave the model and the IMEI number to an AT&t representative when I first called about getting service and she assured me it would work. Finally I had to physically go into an AT&t store to find out that in fact, the phone was locked. For those that have this happen to them, you can either ask the manufacturer to unlock the phone, or just go buy a phone that you know is unlocked. I ended up buying one from Best buy. I could have avoided this whole hassle and kept the phone I actually wanted if the AT&t representative had given me accurate information. I would have known to unlock the phone and had no problems. On top of that I could have had a better phone for cheaper price. I'm so frustrated with how this was handled. AT&t dropped the ball hard and kicked it several times.

lizdance40

ACE - Sage

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78.4K Messages

a month ago

@apristo2  my sanity is worth too much.

Sorry you had trouble. 

It's nearly impossible to tell if a phone is carrier locked until it rejects the SIM card.  Amazon has inaccurate information - unfortunately.   They sell incompatible and locked phones on occasion.  

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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