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htmess76's profile

New Member

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2 Messages

Tuesday, June 27th, 2023 1:05 AM

Upgrading issues

I have been trying to upgrade our devices for over 2 months, I have tried calling customer support, chat and even online. I keep getting diI have been trying to upgrade our devices for over 2 months, I have tried calling customer support, chat and even online. I keep getting disconnected. It is so frustrating I'm ready to switch providers. I want to upgrade our current devices Samsung Galaxy S22 Ultra and a flip 3 to the Samsung Galaxy S23 Ultra and the flip 4. I will trade in current devices and want to do the installment plan. I have the unlimited at&t signature plan with waived activation and upgrade fees and I can't get any help can someone tell me what to do?

ACE - Sage

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118.2K Messages

1 year ago

Well it would help if you told us why you are not being allowed to upgrade. If your devices are not paid off,  And you do not have next up $6 fee attached to both lines, you may have to pay them off.  

Do you have 'Next Up' on both lines?  Next up allows you to upgrade early wants devices are paid off to 50% ,  and return your existing financed devices (in excellent and working condition) to AT&T to have the remaining installments waived and upgrade as usual paying for your new device.

The account has to be in good standing and otherwise upgrade eligible.

Online?  How exactly can one be disconnected when trying to upgrade online?   

Community Support

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232.8K Messages

1 year ago

Good morning @htmess76, we know how vital it is to have the most up-to-date devices, and we are here to help!

@formerlyknownas is correct that it will help us to know if your devices are paid off and what happens when you try to complete an upgrade or trade-in online as this will guide us in our troubleshooting.

If your phone is paid off or you have an installment plan with an early upgrade option, you can log in to start your upgrade through myAT&T:

  1. Go to Upgrade your device. Sign in, if asked.
  2. Select the line you want to upgrade.
  3. Choose your new phone.
  4. Follow the prompts to check out.

If you have paid off or own your device and want to trade it in, explore our trade-in program to see if you're eligible for an AT&T Promotion Card to use toward your next device.

We look forward to hearing from you!

Joseph, AT&T Community Specialist

New Member

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2 Messages

1 year ago

So to the above comment from pink panther....I did tell you why. So let me clarify for you so there is no need to be a smart (Edited per community guidelines) again. My account is in good standing and devices are paid off. Every single time I have tried reaching out to customer service no matter how that is via email, chat or call something happens and either the call drops or chat just stops right in mid conversation.  I recieve an email stating they are having technical issues!!!!! SO hopefully you get it now. To be honest being a smart(Edited per community guidelines) or humiliating someone because they need help shows character 🤔 😕 but thanks for the opinion which was ZERO HELP...

Anyways wish I would have never came on here and ask for help!!! So humiliating 

(edited)

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