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BernadetteH's profile

4 Messages

Friday, October 6th, 2023 7:44 PM

Site not allowing me to upgrade

I have multiple lines that are available for upgrade. One of which is on the AT7T Next plan and only has 2 payments left. Every time I select a phone, no matter which phone it is,  to upgrade it goes to a page that says I'm upgrading early. I called and spoke to a rep and he told me that he can see the installment prices for me and wanted to take an order over the phone. That was nice of him, but I want the site fixed so I can take my time, look at costs and weigh my options. Is there anyone who can actually just fix my site and not worry about getting my order?

ACE - Sage

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118.2K Messages

8 months ago

It sounds like the line you want to upgrade early that has two payments left needs to be paid off before you can upgrade.   But also AT&T has its own secret non-disclosed credit limit. And if you have several lines on your account and several of them already have installments, you may have already reached your super secret non-disclosed credit limit.

4 Messages

8 months ago

I have had as much as 5 phones on installment at one time. Also, the phone that has 2 payments left is on the Next plan, which allows upgrades after 50% of the contract is paid so it isn't that. It also can't be credit because if so, the representative wouldn't be able to upgrade me over the phone.

ACE - Expert

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14.4K Messages

8 months ago

Since you've already paid all but two payments, don't "upgrade early" regardless of the issue. Next Up lets you give back the phone have the rest of the installments waived after it's 50% paid off. You're a like 95% paid off and you'd be left with nothing except the value of those two payments if you give it back. Make those last two payments then buy a new phone. If available you can use the old one as a trade in for a promotion or you can sell it on your own. Either way you'll end up much farther ahead financially.

If you don't plan to upgrade soon after you've paid 50%, Next Up isn't worth anything. Don't buy it this time unless you think you'll definitely upgrade early.

ACE - Sage

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118.2K Messages

8 months ago

Just to make sure terms, is silly as they are are used correctly...

Next is AT&T's installment financing program.

Next Up is AT&T's early upgrade program which charges you a $5, now $6 fee in order to upgrade at 50% returning your phone in excellent condition and working.

Are you being charged a $5 fee for next up?   

No?  

Then you are not enrolled in the early upgrade program on that particular phone line.

Yes?   

Then you should be prompted to 'pay to upgrade'.  

And again this all assumes that you're super secret credit limit will allow you to purchase a new phone. They're all sorts of things that can prevent your ability to upgrade including having maxed out your credit limit, If you've been involuntarily suspended in the past 6 months. If you've been making late payment arrangements several times in the last year.   

I'm sure there are other reasons that we are not privy to as customers. You can always call and ask AT&T 'what's the deal?'

4 Messages

8 months ago

Yes its next up and yes I pay for that. Will never do it again but i did on my sons phone because i thought he was going to want to upgrade a lot. Joke was on me. But as I stated in my original post, it doesn't matter what phone I try to upgrade, the site will not allow me to. But a rep can do it over the phone. I called them twice and all the do is offer to do the order completely over the phone.

ACE - Sage

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118.2K Messages

8 months ago

Very odd.  Do you have combined billing? Combined billing routinely is a problem with people wanting to manage their wireless account and do things like upgrade early.

Absolutely incompetent billing system that cannot combined bills without disabling the wireless management functions

Community Support

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232.8K Messages

8 months ago

Hi @BernadetteH, we understand your concern. We’re here to help.

To answer your question, we recommend using different browser and try to log in to the AT&T account check if you can place/ upgrade your order.

If the issue still exists, please reach out to us, we will see what can be done.

 

Thank you for contacting AT&T Community Forums.

Dominic, AT&T Community Specialist


 

 

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