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airmanhdz's profile

New Member

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1 Message

Thursday, September 29th, 2022 12:24 AM

Lack of Support for Military Suspension and Unlocking Device.

Where do I start? 

 

I am completely lost and I have exhausted all my options. I am deploying and I have been trying every day to pause my military service since I am leaving for a year. I have called customer support daily for the past week, and have submitted my orders on multiple occasions and have had no luck pausing my service. The only response I have gotten when I submit my orders is an email response saying "Thank you for contacting the AT&T Military Support Team. Military service holds and service restoration has never been faster!  Visit the website at  www.att.com/offers/military-cancel-service  to submit your request. If you have other military needs outside of what the website can resolve, please contact customer care at 1.800.331.0500 or 611 from your handset.".  Also, when I clicked the link and submitted the request, a red pop up appears on the screen saying "Uh-oh. Your request didn't go through. Wait a few minutes and try submitting it again"(View attachment 1). When I have contacted them on the issue, the customer service representative said it’s because there they're only accepting military deployment orders for 6 months and manager would call me back, which they never did. Additionally, when it came to unlocking my phone, the customer service representative said they could not unlock my phone because the balance was not paid off, but if you visit the site; https://www.att.com/support/article/wireless/KM1262649 and it says clear as day in the "Active duty military personnel sub heading "Being deployed for active duty? You don’t have to complete your installment plan or contract to unlock your device. Make sure you select Yes when we ask if you’re deployed military"(View attachment 2, crossed out PII). Additionally, every time I have spoken to a representative, they seem to have no idea on how their deployment process works. They are constantly providing the incorrect information and transferring me to other departments that are just as lost, and the usual response is "Give the Military support team some time". Furthermore, amount of time I have spent on hold waiting to speak to a representative is alarming, because its this process this tedious for every service member that deploys? Lastly, I wrote this entire post while on hold and I leave tomorrow ='(.



New Member

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5 Messages

2 years ago

Thank you. 

Community Support

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232.9K Messages

2 years ago

We're here to help look into your military suspension, @Brelksj.


We'd like the chance to stop the run around by inviting you into a Direct Message. Afterwards, we'll authenticate you and see what we can do about getting this resolved for you.


Please keep an eye out for a notification in the upper right corner of the screen. We look forward to speaking with you.


Donovan, AT&T Community Specialist

New Member

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6 Messages

1 year ago

I am having the same issue. I have submitted orders three separate times in different formats trying to get something to work. I keep getting a message about not getting the documents within 4 days, when I have submitted them as soon as I received the email to do so. I just got out of a chat with a rep who resubmitted the case again so time number 4. She asked about dates and mentioned March time frame, and I informed her that no all the documents and email correspondence is for February. I then told her the ATT supposed process for suspension and unlocking for military on orders. We are paying $10 a day to be able to communicate because wifi is horrible. We are already looking at an extra $100 on top of our bill. Verizon was so simple it was maybe a 10 minute process if that. The att process is a joke. I'm ready to just pay off the phones and go back to Verizon or anyone else. If customer service doesn't even understand or able help then dont offer the service. We have already decided if it isn't completed by Monday we are leaving, the estimated completion time they gave me was March 9, thats a little over 4 weeks from the time the process started. Thats not acceptable.

New Member

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6 Messages

1 year ago

ACE - Sage

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118.3K Messages

1 year ago

@yourmilitaryprocessishorrible 

She asked about dates and mentioned March time frame, and I informed her that no all the documents and email correspondence is for February. I then told her the ATT supposed process for suspension and unlocking for military on orders.

The process is cancelation with number held for 39 months at a time.   As here:

https://www.att.com/support/article/wireless/KM1046235/

I'm puzzled why it's been a problem since last summer.  It's never been an issue in the 9 years I've been familiar with att.

@ATTDmitriyCM 

@davidbk 

Please note is cancelation, not suspension or pause as these terms do not compute to ATT CSRs. 

New Member

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6 Messages

1 year ago

@formerlyknownas  The store form they gave me says, "circle which the customer is selecting and below (cancel) or "suspend"(cancel and hold) they said to select the "suspend"(cancel and hold) option, that cancel cancels everything and won't hold your number and that "suspend"(cancel and hold) cancels the service during the allotted time frame and holds your phone number. We actually just got the service termination notice an hour ago so again a different terminology is being used.

 I tagged you on another post I was just reading, is there any way to organize all these military complaints to show ATT that there is a serious problem! This should not be happening. I hate people going to social media for all their problems but I feel like at this point this needs to be brought to the news or media somehow. The servicemembers are asking for help and getting the run-around, and most are just dealing with it while paying extra on top of their bill just to be able to communicate with families. I have seen numerous posts and dealt with this myself and it's not right. From what I have gathered, whoever is over the military department does not seem to understand orders. I can almost guarantee the orders the above poster is talking about are the same that we have, and they say TDY due to it being a rotation/training. I'm at a loss with what to do and this is infuriating. The @ATTHelp  is not actually helping but regurgitating the same information on every post, the same as the customer service reps this is not real help it is sending you to the same forms that have already been filled out and sent. You need real communication when sending out your "HEADS UP we can't unlock your device" emails stating that you need military orders. There should not be this big of a disconnect. We followed instructions including the orders and all the information that was needed in every email, so to say you didn't get the orders makes zero sense, and if for some reason the orders did not work then there needs to be a real email not automated sent out telling why the orders didn't work. 

ACE - Sage

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118.3K Messages

1 year ago

FYI, this should gave been done with the link posted.  Clearly the store was clueless. 

Suspension turns off service.  It does not turn off billing. 

Stores are largely sales.  They had you fill out a form, and advised to fill out wrong.  What was done with it?  

Now I'm ranting too. 

Waltz tango foxtrot (I was a ballroom dancer, you get the gist) 

(edited)

Community Support

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2.7K Messages

1 year ago

@yourmilitaryprocessishorrible our teams will be engaging you shortly. 

Keep an eye out for a private message. 

ChrisZ

New Member

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6 Messages

1 year ago

@formerlyknownas  haha the store even told me they couldn't remove or do anything to the bill and to call customer service because they can only sell products, yet online it says if you are within 14 days of purchase to go to the store to have the next up add on removed and after 14 days you can do it online. I absolutely appreciate you and your help. I tend to get focused especially when something is wrong, and knowing how long this has gone on and to service members of all people does not sit well with me. My kids and I want to speak to my husband whenever we can and this $10 a day adds up quickly. We are lucky we can afford it for now, but feel bad for those who experience this problem and can not afford to pay that extra on top of a bill.

Community Support

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232.9K Messages

1 year ago

Hi there, yourmilitaryprocessishorrible. Thank you for your service. AT&T is here to help. We understand that you are being deployed and need help with your account. We do want to help with that. 

 

In order to work you with properly, we are going to move this conversation to the AT&T Direct Message space. You will notice a chat icon next to the bell icon, in the upper right of this thread, next to your forums profile icon. 

 

If you do not see the next message right away, please log out of your forums profile and back in. 

 

Matthew, AT&T Community Specialist

 

 

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