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1 Message

Fri, Apr 3, 2020 6:40 PM

Shared Upgrade


I just got off the phone with customer service (after being on hold 1hr.30min.) and was told that the order I placed yesterday for a shared upgrade cannot be processed. Yesterday, I spoke with a customer representative and she easily helped my use an upgrade eligible phone on my account for another line on my account. We set up payment, insurance, and signed all the consents. Today I had an alert that there was a problem so I called. Apparently the line isn't "shared upgrade" eligible? I could NOT get a direct answer on why. All she kept saying was I would have upgrade that line FIRST. I don't need to upgrade that line. Why is ok one day but not the next? I have been a customer for over 20 years. I am so disappointed. I cancelled my order.

Why can't I just order the phone from the eligible line and then put the SIM card in it from the line that I am trying to use it for?




Brand User

New Member


120K Messages

2 months ago

Hello, @bmorey,


Thank you for reaching out. So someone can look at your account and check shared upgrade availability, please reach out by dialing 611 from your device or call 800.331.0500. You can also chat with us through the Contact AT&T Wireless page. Click on the preceding link and scroll down to CHAT LIVE.


Have a great week.


James, AT&T Community Specialist

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