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Monday, January 4th, 2021 6:28 PM

Need help with phone upgrade

I was attempting to upgrade my phones last week.  A chat agent input the order, but then had difficulties with the order, and passed me around to her supervisor and the billing department.  I’ve since spent five hours with seven reps trying to get it straightened out, without luck.  Whatever process the rep went through did not generate an order number.  However, the new thirty month calling plan contract shows up on line, which makes it look like the phones are not eligible for an upgrade for another 30 months.  It doesn’t seem like anyone through the regular support channels can help since there was no order number generated.  Any ideas how to get to some wine who can help me?


Accepted Solution

Official Solution

Community Support


232.1K Messages

3 years ago

We'd be happy to help with your upgrade @Mesaba116.


Were you able to check your upgrade eligibility and options provided online?


Have you currently received any emails confirming that an order has already been placed or was it canceled during the upgrade process?


You should also be able to see this information on your myAT&T account's order history.


We look forward to hearing back from you.


Vincent, AT&T Community Specialist


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