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Troubleshoot your device issues
Lor1964's profile

1 Message

Saturday, March 9th, 2024 4:40 AM

Unable to get help getting 4th phone as promised

I'll start with a suggestion: if you're having a conversation with sales reps, record the conversation.

Back in January I signed up with AT&T (switched from T-Mobile) because we were promised a lower monthly price and 4 new phones.  Three of our phones we traded in and got new phones and activated them fairly easily.  We ran into wrinkles with the 4th phone.  The Galaxy 24 was not yet released at the time we signed up so the sales person (Julio) provided a SIM card for my son to use while waiting to be able to trade in; the sales person assured me there would not be any issue with my son porting his existing phone to AT&T with the SIM card and then doing the trade in for the S24 later.  Well, the SIM card bricked my son's phone, and nobody at AT&T/T-Mobile/Samsung was able to help us un-brick it.  So my wife and I bought a replacement S22 at our own expense and my son was able to use the SIM card in it.  Later in January Julio said in a text that we would have to wait 90 days according to his manager (a delay not mentioned when we were in the store).  My wife contacted AT&T's social media team but thus far they have not been able to help - they seem to even doubt that we were promised the 4th phone (even though we signed up for 4 lines).  Anyway, if anyone has any suggestions please let me know.

Thanks a bunch - L Pierce

ACE - Sage


118.3K Messages

3 months ago

So it sounds like they set up your fourth line as a bring your own device line which means you are locked out of upgrading for 90 days which is true. It is an AT&T thing

The good news is that may work in your favor because right now you cannot get the s24 as in any year any condition trade in.

You should read the sales page because the offers that are available now have a minimum $95 value requirements and there is a specific list of phones. By the time the 90 days are up you can look again on the sales page at the phone you want to see if there is again and any year any condition offer on Samsung phones. (Expect mother's Day and Father's Day deals)

You still should read the list of eligible trade-in phones.  AT&T publishes absolutely every iota of their deals terms, list of eligible phones on their website. All you have to do is look up the phone You want to purchase, click on see offer details, and then click on the arrow points to expand and read everything.  Maximum offer will be $1,000 off.  

The sales person who switched you is likely a third-party contractor. They will not be able to honor any switch offer which may have covered more than $1,000 3 months after the fact.

AT&T customer support is abysmal. But the service is good, They don't have the data breaches that T-Mobile is well known for.  And they publish absolutely everything somewhere on their website. There's no excuse for not googling and finding it.  One of the first mistake T-Mobile people make is roaming without a roaming plan. Roaming is not free. Long distance is not free.  

Community Support


232.8K Messages

3 months ago

Hello @malinam,

We're here to help with your device issue.


The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.


Thank you,
Jessica, AT&T community specialist.


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