Tutor
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5 Messages
Existing customers beware of switching to Next
I have three phones on my account, 2 being iPhones, on a 2 GB shared plan. When the iPhone 6 came out, I looked at NEXT to upgrade, even though I had a year to go on my contract. I relied on this statement from the Nov. 11, 2014 ATT NEXT promo:
"Upgrade: If upgrading to a new phone the discount is only available via AT&T NextSM or when your bring your own phone or buy an new phone at full price."
Since I was essentially purchasing a new phone at full price (from AT&T), I signed up, expecting a $15/month discount on my plan. At the next billing cycle, the increase for the new phone purchase was on the bill but the discount was not! After speaking to a service rep and a manager, I was informed that the discount didn't apply to me. It turns out existing customers who had a shared data plan discount prior to the NEXT program signup were not "eligible" for the NEXT discount!
So in essence, if you are an existing contract customer with a shared data plan, you get no benefit from the NEXT program but you do get the "privilege" of paying AT&T (on time) the full price for a iPhone locked to AT&T. (Of course, you could spend the same amount by purchasing an unlocked phone with no AT&T tie-in.)
A more honest promotion of the Next program to existing customers would be to notify them in the NEXT promotional literature that they are ineligible for additional service discounts if they sign up for NEXT.
I consider this bait and switch an abrogation of the long-term relationship I've had for over 10 years with AT&T wireless. Once my contractual obligation is over on the other two phones, I intend to pay off the Next phone and demand that all phones be unlocked so that I can go to the competiton!
ATTDmitriyCM
Former Community Manager
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10.4K Messages
9 years ago
Hello @johnzonie
I apologize for any confusion and billing issues with your plan. Many customer upgraded their phones after signing up for the MSV plan and were able to receive the discount. I believe the timing is not the case, but without seeing your account we can't tell for sure what is. Since it's account specific, our Social Media care team will be happy to help you with that! Please send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.
Thank you,
Dmitriy
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deenalove08
Guru
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901 Messages
9 years ago
That is strange. I was an exisiting customer and I got 2 iPhones on the NEXT program and was able to get my discount. I am on the 30GB(formally the 15GB) and get the $25 discount on both. I would say call them again. the person that you talked to is mistaken.
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kdfederer
ACE - Expert
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13.1K Messages
9 years ago
He was still under contract when he purchased with next and was on the 2gb plan. He still needs to complete his contract prior to receiving the discount.
On the 10gb and larger plans, they allowed the discount even if you were still under contract as of February 1.
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deenalove08
Guru
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901 Messages
9 years ago
I was too still under "contract". I bought my first phones on a 2 yr contract October of last year. Then I got a message saying that i could get a new phone using the NEXT program, which I did and still have the discounts.
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thedimama
Contributor
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1 Message
9 years ago
That's not right i just added a new user on the Next plan and I just put a new upgrade on the Next plan. I got the discounts for all my phones and I have 4 on our plan. Call the Att office and raise cain about not getting your discount.
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johnzonie
Tutor
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5 Messages
9 years ago
kdfederer said: "He was still under contract when he purchased with next and was on the 2gb plan. He still needs to complete his contract prior to receiving the discount."
Not according to https://www.att.com/shop/en/Upper_Funnel_Promo_Modals/Wireless_Promo_Modals/next_original_legal.html.
"For plans 2GB to 6GB, customers with smartphones on a 2-year agreement prior to March 9, 2014, are eligible for the $15 per month access charge discount." That's my situation.
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johnzonie
Tutor
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5 Messages
9 years ago
Replied via private message as requested.
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deenalove08
Guru
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901 Messages
9 years ago
johnzonie he said he lost his discount after he went on the NEXT program. So he had it now he doesn't. But either way he should still have the discount because he is on the NEXT program regardless if he is a new customer or a current customer getting onto the NEXT program.
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deenalove08
Guru
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901 Messages
9 years ago
johnzonie, sorry, didn't realize you were the OP.
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johnzonie
Tutor
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5 Messages
9 years ago
Well, here's the story as I currently understand it.
All Next documentation on the web site, including the Next cost calculator, indicate you will receive a $15/month "Mobile Share Value Savings". It turns out I have been receiving a $15/month "Discount for Mobile Share Value Savings" since May, 2014. This, even while under a two-year contract not expiring until October, 2015. Although the discount being offered for Next indicated a $15/month saving without limitation, and the Next value calculator made no mention of a second discount not being available, I am now being told that only one discount is available. Thus I have indeed paid $750 for an Phone locked to AT&T until the loan is paid off with no additional benefit or discount.
Moral of the story: Check your bill carefully before moving from a 24 month contract to Next and don't rely solely on what is on the AT&T web site.
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