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nextbuyer's profile

Teacher

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13 Messages

Sat, Dec 20, 2014 5:11 PM

On initial login on MyAtt service plan and phones displayed incorrectly

As noted in another post, I recently upgraded one line of a three-line plan to a smartphone. That upgrade changed one of the three dumbphones to a smartphone. The actual service plan, however, should be unchanged since it already had qualifying data on it. The added cost of the change of one line to a smartphone should be $5 due to the Next purchase discount of the smartphone.

 

When I intially log into ATT to view the MyATT information, there is a choice of viewing TWO plans, Plan 1 and Plan 2. This in and of itself is totally NOT expected since there should only be one plan with three lines on my account.

 

However, when I ask to view Plan 1 the web interface consistently breaks with words like "Unable to view plan..."; Plan 1 never has been viewable.

 

When I ask to view Plan 2 a plan with the correct two dumbphones is displayed, however the third line now using a smartphone is not there (I suspect it's incorrectly hidden under the unviewable Plan 1...).

 

But...

 

When I simply refresh the initial Overview web page only ONE plan is displayed, correctly containing the two dumbphones and one smartphone with the correct plan cost displayed when I ask to see details but WITHOUT the added Next phone cost. The "Next phone cost" is not anywhere on the site as far as I can search for it under my account (that's the cost of the phone itself, about $24/month - nowhere to be found).

 

So, has anyone else seen this type of strangeness with their online account viewing - totally messed up display on initial login, semi-correct but incomplete display after a simple refresh of the web page?

 

NOTE - this strange web page display is the same across browsers AND has been verified by two different ATT customer reps who did pseudo-logins as me to test it out, so it's not anything =I= am doing.

 

Official Solution

Teacher

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13 Messages

7 y ago

Simply a followup - within the last couple days I've logged into ATT fresh and the display now shows my account information correctly except for the missing NEXT payment information. The display now is the same whether JUST logged in or just logged in and after a simple page refresh, so there is no anomaly anymore.

 

I'm assuming the NEXT payment/information will show up after the next due date passes and that the bill will increase to where I thought it would be back on December 6th due to the added cost of changing a basic line to a smartphone line and the NEXt payment for the smartphone on that line.

 

As such, this particular thread is "resolved".

 

kdfederer

ACE - Expert

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12.5K Messages

7 y ago

Most times, when a plan is changed mid-billing period, the plan does not display correctly. Once the billing period ends and you get into the next billing period, it should correct the display. Becasue of the changes, there will be pro-rated fees and that messes up what shows up on your account.

Teacher

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13 Messages

7 y ago

I see what you're saying and am assuming that there is a Next charge that should show up at some point in time, but the fact is the strangeness noted above in the 1st post CHANGES depending on whether or not I've simply refreshed the web page.

 

On first viewing (of the browser session, any browser BTW) of my account Overview page, I get TWO plans showing up - one plan is totally unviewable (with an error message) the other plan shows only two of the three phones that should be there. When I simply refresh the page, however, the 1st plan disappears entirely and the "2nd" plan correctly shows the two dumbphones and one smartphone on the plan, though no Next information is displayed.

 

This is consistent incorrect behavior across browsers (Firefox/Explorer, etc) and, to my great relief, actually is the same incorrect behavior that two different customer reps saw when they accessed my account "as me" (however ATT reps do that).

 

The reps have a DIFFERENT account display than what a customer can access that showed them the account financial details were apparently all correct, however the customer-interface display was broken for them just like it was for me.

 

That is to say, this for sure is NOT a "billing cycle needs to catch up" problem; there is something seriously broken about ATT's web interface to customer accounts - based on other posts around here, it MIGHT have to do with recent web site interface changes and/or display of recently-changed accounts (as is mine - upgraded a line within the last month - pror to that the online pages looked fine).

 

Teacher

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13 Messages

7 y ago

I can't remove my own "Resolved" post [correction - just figured out how to do it] so here's a reply - this is broken again - for a couple days the appropriate FIRST view of the Overview page began to show up correctly but it's now consistently back to broken as noted in the first post of this thread - two plans when there should be only one, one plan totally unviewable, the other plan containing only two of the three phones on my single fmaily plan.

 

Since this DID get fixed for at least a short while, I'm assuming it'll get fixed again Real Soon Now - but for right now, the "Resolved" flag is incorrect.

Teacher

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13 Messages

7 y ago


nextbuyer wrote: Since this DID get fixed for at least a short while, I'm assuming it'll get fixed again Real Soon Now - but for right now, the "Resolved" flag is incorrect.

The strangeness has been escalated by ATT with a callback expected on Wednesday (I think a third ATT rep saw the same problem and, unlike the first two (*), decided it should be escalated). When this is resolved I'll post on this thread noting that.

 

=========

(*) This is just an aside about each and every ATT rep I've interacted with over the last month or so (while enhancing my service with a new smartphone) as a counterpoint to the huge number of posts on these forums.

 

Every single one of the customer service reps, the ones I text-chatted with and the one or two I phone-chatted with,  were responsive, cordial, apparently eager to answer my questions/attempt to resolve apparent problems, etc. Other than the need to escalate the problem of this thread (which I did expect to eventually happen), each rep has been essentially what I would have wanted in a customer support rep.

 

This is a good thing and IS appreciated by this longtime ATT customer.

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