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New Member

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3 Messages

Wednesday, June 3rd, 2020 5:36 PM

Upgrade options

I've had the same phone for many years and consider myself to be a very good customer. Sales tried to offer me a 2nd line promotion which makes no sense (I live alone). Should I be talking to the Loyalty Department instead of the sales department? How do I reach them? I've been a customer for 10-15 years. I want to make one more try before the hassle of switching companies.

Former Employee

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32.9K Messages

4 years ago

you should be able to upgrade and you dont need to call, login to your account and click on your phone it will tell you if your eligible for an upgrade which i assume you are. and follow the steps to upgrade you choose your phone and you pay for the phone through the next program monthly on your bill, there are no longer any free phones or loyalty discount for phones

New Member

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3 Messages

So there is no longer a retention department? They no longer exist?

Former Employee

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32.9K Messages

yes theres still retention dept

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

Former Employee

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32.9K Messages

but since theres no more contracts phones must be purchased at full price and paid for over 30 months occasionally they have promotions and always require a new line and usually tv or internet and then you get a monthly credit to cover the phone cost

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

ACE - Expert

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64.7K Messages

Actually, if you can reach the retention folks, they may offer you a 2 year contract discounted phone in exchange for agreeing to a 2 year contract. If that does happen, just make sure you aren’t on an old plan getting an “out of contract” discount. If you lose that discount, the discounted phone could end up costing more than paying full price for the phone.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

I want to thank sandblaster for their comment. If I had made the decision based on only the earlier comments I would have ported out. I had already committed to doing so and was researching my options.

​I gave it one more try based on sandblaster's advice and successfully ordered a new phone.

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