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MelissaV17's profile

New Member

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2 Messages

Tuesday, December 13th, 2022 1:59 AM

Moved and AT&T admits they can no longer provide service, yet charges huge fees to cancel?

Has anyone else ever moved and AT&T has admitted to now not being able to provide cellular service at your new residence yet charges you almost $2500 to cancel?!

Backstory: we upgraded two lines last year and traded in 2 iPhone 11s as an “even exchange” on 2 new iPhone 13 pros. We also purchased two new iPhone 12 minis. Upon needing to switch carriers to have service at our residence we are now having to pay off the 12 minis (understandably) but the 13 pros as well even though we did an even trade. Seems as though we basically GAVE the iPhone 11s to At&t as they will not honor their end of the deal. One of the loyalty supervisors even suggested we move back to our old home so we would have service, after admitting that this is unfair. This is ridiculous. Needing a way to escalate this to someone who can actually see the unfairness and do something about this completely unfair situation. Mind you, we are still paying over $200 a month for phones that do not work within a mile of our home unless on wifi. Any advice would be greatly appreciated!! 

ACE - Expert

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64.7K Messages

1 year ago

You did not do an “even trade” on those iPhone 13’s. You did a trade in promotion that requires you keep service active on those lines for the entire 36 month installment plan in order to get all credits for the trade in. If you cancel those lines early, you lose the remaining credits but you must still pay off the phones. That is not a cancellation fee. That’s just paying off what you owe for the phones. In any event, you can escalate to corporate by filing an FCC or BBB complaint but I don’t see anything unfair about your situation. No carrier provides service everywhere but if you cancel, you are the one not honoring your end of the deal. 

New Member

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2 Messages

1 year ago

Except for the coverage map shows they do provide coverage at our new home and they actually do not. Not to mention I’m paying for a monthly service that is not being provided. And.. I can’t get the iPhone 11s back. Seems fair though right? SMH. 

ACE - Expert

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64.7K Messages

1 year ago

Coverage maps are not and have never been a guarantee of coverage. They are estimates only. Now if you are saying there is no coverage for an entire mile around your house but the coverage map says there is, that’s pretty bad. As for getting your 11’s back, whether or not it’s fair is irrelevant, it’s the deal you agreed to when you traded in the 11’s. If coverage at the new home is the only issue, all your phones are capable of WiFi calling and in fact, WiFi calling is ATT’s solution for poor coverage in your home. I’ve never had a good signal in my house but since WiFi calling, coverage in my home has been fine. Go ahead and submit the FCC complaint. Maybe they’ll offer you a cell booster. I just don’t see them letting you leave without paying off the phones, but who knows.

ACE - Expert

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14.2K Messages

1 year ago

You didn't say exactly when you didn't the trade in, but if it was a year or more ago, you've received $250+ in trade-in credits already. If you look at eBay, that's about the "real value" of an iPhone 11, so it's not really "unfair" that you aren't receiving more than the true value of what you gave AT&T in return.

Community Support

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231.4K Messages

1 year ago

Hello @MelissaV17 , we're here to help and we understand how important it is to have coverage.

Let's meet in a DM, so we can take a closer look at your service. Please check your Direct Message inbox  (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Kristin, AT&T Community Specialist

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