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glmunn's profile

New Member

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6 Messages

Fri, Mar 18, 2022 11:14 PM

Military discount lock out

I have tried to access my military discount with AT&T for five weeks now. I am locked out of the system because I was using the wrong PIN when I first tried to do this. I've spoken to my sales agent, called customer service seven different times, chatted online with two different customer service reps, and gone into my local AT&T store twice. I've been told "try again in 48 hours or maybe 30 days." I've been told, "we're putting in a ticket on this issue" but nothing has changed. Last month a customer service rep told me to bring my first bill and military ID into the local store and the issue would be resolved. I did that today. The store employees were no help whatsoever. I overheard them saying, "We had the same problem last week with a guy from the Air Force." They gave me an AOTS ticket number and referred me to the "Digital Life" customer service phone number. Those people referred to the Billing help desk who referred me back to the Digital Life number who referred me back to the Billing number. Everyone is apologetic but no one has a solution. I am very sorry I ever left Verizon. 

sandblaster

ACE - Expert

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60.9K Messages

9 months ago

What do you mean by access your discount? There is nothing to access. You either get the discount applied to your bill or you don’t. It sounds like you mean you can’t access your online account. In any event, if store visits and calls and tickets aren’t getting results, you can escalate to corporate by filing an FCC or BBB complaint.

New Member

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6 Messages

9 months ago

I actually had two periods of active duty, so I tried to use my first discharge date in place of the later date, but, perhaps because I am using the same email address, I am still locked out of applying for the discount. This is really a ridiculous process. I can understand being locked out for 24 hours before being given another chance to log in, but this appears to be permanent.

sandblaster

ACE - Expert

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60.9K Messages

9 months ago

So you mean your are locked out of applying for the discount. I presume you have been trying to apply online? If so, others have run into the same issue. The online process is not very good. The best way to get your discount applied is to take your documentation to a corporate store and have them add the discount to your account. If that doesn’t work, file the FCC complaint.

New Member

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6 Messages

9 months ago

Thank you for your replies. Yes, I am locked out of the online application process for the military discount. In-store employees and AT&T customer service reps via phone or online chat rooms apparently have to use the same process because they get the same lock out screen message when they try to submit the application for me. I may try a different AT&T store then use the FCC complaint process. Thank you again for being so vigilant on this forum!

ATTHelp

Community Support

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203.9K Messages

9 months ago

Thank you for your service, ! We're sorry this has been quite a roller coaster for you. We really appreciate your patience during this experience!

 

As our ACE mentioned, the best way to enroll in the Military discount would be to take the necessary documentation to an AT&T Corporate Store to avoid any additional hiccups.

 

We hope this gets worked out for you! Come back and let us know if they were able to assist with getting your discount applied. If not, we'll invite you into a direct message and escalate a case on your behalf for further investigation.

 

Thank you for visiting the AT&T Community!

 

Jonye, AT&T Community Specialist

New Member

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6 Messages

9 months ago

Thank you.

I have been to my local AT&T Corporate store (1459 N. Main St., Suffolk, VA) twice in the last month to do this. The last time, three employees worked on the issue for me but they were unable to get past the lock-out screen I described.

They showed me a screen on their iPad that said, "Your issue has been successfully reported to the helpdesk and a copy has been emailed to you." (The email must have been sent to them because I didn't receive it.) The screen showed a confirmation number of 1658449 and an AOTS Ticket ID of 000000308528715.  

I am not sure that they sent the ticket to the right helpdesk because the screen also said, "Your store does not have the capabilities to service a Digital Life Subscriber..." but I am not a Digital Life Subscriber. I called the 800-631-3908 number shown on the screen.  They could only refer me to the billing customer service number which I've called about half a dozen times already.

Are you suggesting I try my local store again, try a different AT&T store 20 minutes away, or wait for your Direct Message invitation?

New Member

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6 Messages

9 months ago

Rhee Beaco of AT&T office of the president was able to address this within 24 hours of my FCC Report.

New Member

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2 Messages

3 months ago

I'm having the same exact issue. It seems to be a permanent lockout, which is ridiculous. Even clearing the cache will not fix it. We've also gone to the local AT&T store and they get the same message. Called customer service and they were absolutely horrible! After being extremely rude because I wouldn't complete the transaction until he showed me he was able to apply the discount, they finally said they would transfer me to technical support and then hung up on me! I'm not even a customer yet, and seriously rethinking whether I want to be.

I will try one last time by your suggestion above. Thank you for that. 

I see that a lot of people are experiencing the same issue. 

Ours started because everytime you refresh the cart, it makes you do the verification again. After so many verifications, it locks you out and never releases the lock. Nobody in the company seems to know how to undo that. 

New Member

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6 Messages

3 months ago

My issue was resolved by AT&T after I entered a complaint on the FCC website. However, I regret switching to AT&T because, the new iPhone I received has half the memory OF the phone I traded in and, even though my monthly bill is a little less than with Verizon, I am paying $80/month MORE than the AT&T salesman told me. I wish I had a copy of his projected cost to take to the BBB.

ACE - Sage

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102.1K Messages

3 months ago

@glmunn

Why didn't you buy an iPhone with more storage? Verizon and AT&T and T-Mobile and everybody else sell the same phones, and iPhone is an iPhone is an iPhone.   It's up to you to choose the size iphone, color, storage amount.    

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