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iphoneguy86's profile
iphoneguy86
Rising Star
Helpful 1
Supersonic 25!

Mentor

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96 Messages

Sat, Sep 12, 2015 7:22 AM

Trying to preorder iPhone 6s and having trouble Please HELP

I have an iPhone 6 128 GB. I am trying to upgrade to the iPhone 6s and it says my options are to upgrade and pay or to pay off device completely. I went through the menus to upgrade and trade in my device and pay the cost to upgrade and it charged my credit card $212.50 to pay up to upgrade. Then when I tried to check out it abtuptly said I wasn't eligble to upgrade and that my order was cancelled. I have emails stating that my buy up to trade in and upgrade was paid and processed. Now my credit card was charged and I have emails saying thank you for the payment and whenever I try to do the same transaction its telling me theres a problem with my payment method. So even tho they already charged me $212.50 once there is a problem with my card suddenly and they are trying to charge me again. Customer service should be open on a night like this. Everytime I try to pre-order an iPhone I run into tech problems with this website. I just want to order my phone can someone please give me some advice or help me out? Thank you.

ATTDmitriyCM

Community Manager

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9.9K Messages

6 y ago

Hello @iphoneguy86

 

I'm sorry you're having some issues with your order. It's possible that it was canceled because pay to upgrade option required trading in your current phone, but with pre-orders and possibly farther shipping times, there might be an issue with that and it may be a good option to upgrade at the corporate store on the launch day. Last year there were plenty of iPhone 6 inventory available, but it can not be guaranteed.

 

Your credit card charge should be pending and will be removed if the order was canceled.

 

Please let me know if you have any other questions.

 

Thank you,

Dmitriy

Tutor

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5 Messages

6 y ago

I'm having the same problem.  AT&T this is pre-order day you need to be ready for this.  Don't offer the choice to pay to upgrade and then not follow through.  Who cares if we need to trade in our phone.  If the new phone that we ordered is on backorder that's not our problem.  You will know when you ship it.  Start the 30 day trade in process start from that date instead.  Going to a retail store is not the answer and if that's your only one then it will be a retail store of another carrier.  8+ years as a customer.  Verzion here I come.

iphoneguy86

Mentor

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96 Messages

6 y ago

So I am the OP and my order finally went through. Heres the thing, and I was upset partially because I called customer service earlier today and was explained precisely what I need to do to submit my preorder then stayed up until 3 a.m. only to run into problems because shock of the century the care rep I spoke to was wrong. 

 

   So first off- you need to make your payment to pay up first. So if your trading in your device and paying whatever you need to pay you need to do that first. As you attempt the order it was auto cancel out and say your not eligible. The reason for this is it seems to take about 10-20 minutes for the system to register that you've paid the money down to make yourself eligible for Next again- and I don't mean completely paying off your device I mean just whatever you need to pay in addition to trading your phone in. Once its registered, you'll know because when you check your eligibility it will say Congrats! Your eligible for Next on the iPhone 6s preorder screen. 

 

Once you have that message like I did- you will then be able to complete your order and you will only then be charged the taxes and fees which for me was about $50. Everything else was fine. 

 

And don't switch to Verizon. This was a little tricky and someone should've been explaining this but AT&T has the best coverage, and the most comprehensive voice and data 4G LTE network. Verizon is big but their VoLTE and CDMA restrictions are not worth it and I can tell you AT&T has followed through with everything they say and my bill is never messed up. Always perfect. Give it a little time.

 

If your really struggling after about 20 minutes call- 1-800-331-0500, and select option 2 for technical support. I'm not sure what they may be able to do because their just the overnight technicians for people experiencing problems and based on the message in the automated system I couldn't tell if AT&T has staffed anyone overnight for launch. Its clear they are only accepting preorders online or in the store but if your having trouble they may be able to look at it on their end or they may redirect you to a corporate store in the morning. 

 

All is not lost lol. You will all be ok, and forgive my initial post for over-reacting a bit.

Tutor

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6 Messages

6 y ago

Same here....went all the way through and then was kicked out. It's ridiculous! I paid my balance and then it told me I wasn't eligible and then told me something was wrong with my payment when I tried to go back through it. I'm so dang mad cause now I probably won't get the dang phone until November or later. So dumb! They should have this crap worked out and not offer to pay it off and then not let us go through with it. If I didnt have unlimited data I would go to another provider in a heartbeat! Not the first issue that I have had with att and I'm sure not the last!
iphoneguy86

Mentor

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96 Messages

6 y ago

Same thing for me said problem with my payment. There isn't one so don't waste your time contacting your bank. There is a delay registering your payment of your installment balance for your trade in. Give it about 10-20 minutes. Then reset your browser and try again. You will see that the message will change to Congrats your eligible for AT&T Next on iPhone 6s and it will not prompt you to pay that amount again-just the taxes and fees. Trust me, all is not lost 🙂

Tutor

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5 Messages

6 y ago

It's been over a hour since I received my email stating they received my payment on your installment plan and my upgrade eligibility is being upgraded.  Still showing that I didn't make the payment.

Tutor

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6 Messages

6 y ago

It's been an hour and 20 minutes for me and still saying I owe 😕

Contributor

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1 Message

6 y ago

Where were you able to pay that fee? With customer service or online? My husband needs to pay his to pre-order but not sure where. Thanks.
iphoneguy86

Mentor

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96 Messages

6 y ago

I did it around 3 am. It may take longer now that more customers have come online to preorder. Be patient. If you made the payment its just going to take some time to update your eligibility. You will be just fine I promise 🙂

Tutor

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5 Messages

6 y ago

On hold with AT&T tech support to see if they can help.

iphoneguy86

Mentor

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96 Messages

6 y ago

Go to att.com/wireless and then click Pre-Order for iPhone 6s. 

 

Once prompted: login

 

Then select the device you want, and you will presented with options to upgrade.

If your choosing Next, you will select the model and GB Size and then the monthly financing rate for Next. 

 

From there you will be asked for payment info to pay the amount required down.

 

Hope that helps 🙂

Tutor

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5 Messages

6 y ago

Thanks for trying to help but that didn't work either.  Still showing that I need to pay when I already did 1 1/2 hours ago.  Still on hold with AT&T 15 minutes and counting.

Tutor

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5 Messages

6 y ago

25 minutes on hold finally got to talk to someone.  Said nothing they can do.  Done trying.  I'll take my 5 lines to another carrier.

Contributor

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2 Messages

6 y ago

Trying to pay remaining balance of pay to upgrade which is only $218 but the site is down from 2-4 CT been trying to pre-order iphone 6s plus for hour and 49 minutes, This blows and very disapointed in ATT doing maintence on pre-order night very unprofessional in my opinion 

Contributor

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2 Messages

6 y ago

exactly thinking about changing to different carrior very unprofessional to do a maintence on pre-order night been waiting for almost two hours and still can't order the phone

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