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Switching to GoPhone Multi-Line acount

Switching to GoPhone Multi-Line acount

My wife and I both have separate GoPhone accounts with synced renewal dates.  We are both on the $45 plan. We are about 3 weeks from next 30-day renewal date.

 

I want to switch to the new GoPhone Multi-Line account, specifically bringing her GoPhone account over to mine, to save $5 per month on that 2nd account.

 

Yesterday, I went to corporate AT&T store and asked WHEN would be the best time to do this?  Now or within a day or two of the monthly renewal?  I'm afraid I will have to pay ANOTHER $45 when I import her acccount her to my account to make it a Multi-User account.  

 

The in-store rep was friendly but really could not answer my question.  Every time he tried to search for the answer on his AT&T slate, it gave him an error message saying he didn't have "permission for that channel" or something.  I had as much information as he did on my phone, by calling up AT&T public PR material.

 

Has anyone done this yet?   I'm not talking about creating a new account with a new phone number, but instead switching two or more current GoPhone accounts into one Multi-Line acocunt.

 

Current customers:
1. Choose a line to be the Account Owner.
2. Account Owner logs in to myAT&T.
3. Select Multi-Line Discount.
4. Follow the prompts to invite member lines.

 

So, I've done that.

 

Then, I see this:

 

IMPORTANT: Please read the important terms below before you enroll in a Multi-Line Account.

  • As the Account Owner, I am solely responsible for managing the Multi-Line Account (“Account”) and paying the monthly plan charges for all Account lines.
  • Upon adding a Member line, the Member’s renewal date will be aligned with my renewal date. Full monthly payment is due immediately to activate the Member’s service. A pro-rated credit will be issued to my Account for the unused days of the plan term for that Member. The high-speed data allowance for the Member’s plan will be pro-rated based on the number of days remaining in the Multi-Line plan term. The high-speed data allowance will also be pro-rated any time I change the monthly rate plan for any line on the Account.
  • For each Multi-Line plan term, full payment is due on all lines or service will be suspended.
  • Only the Account Owner’s line is eligible for the AutoPay discount.

 

"Upon adding a Member line, the Member’s renewal date will be aligned with my renewal date."  Good.  We are already synced.  I want it to stay that way.

 

"Full monthly payment is due immediately to activate the Member’s service"?  WHAT?

 

"A pro-rated credit will be issued to my Account for the unused days of the plan term for that Member."  Good.

 

Those last two statement are almost contradictory statements.  If they left out that middle sentence it would make sense.  That middle sentence is confusing.

 

Alll I want to know is will my wife's current credit (about 3 weeks) will be brought over and that our monthly renewal dates will stay synced.  That part about paying FULL MONTHLY PAYMENT IMMEDIATELY is what concerns me.  I paid just a week ago for her monthly bill.  Now I have to pay again?  Then pay yet again in 3 weeks?  

 

If THAT is true, then I will wait until the day before our payments are due and then go through the process then, if I have to pay for a full month's service charge.

 

I know how it SHOULD work, I just want confirmation AT&T's obtuse wording is misleading.

 

It's really poorly written and confusing on AT&T's part.  After much discussion, the in-store AT&T rep said I better wait until near the end of the billing cycle so I don't have to pay the extra $45 for nothing.  He was afraid they were just going to stick me for another $45 for no reason.

 

Of course, he also said my wife would have to come back with me to the store to do this, when I see clearly it can be done within the AT&T app...

 

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Message 1 of 19
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Administrator
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Accepted by Administrator (Administrator)
Accepted by davidbk
‎09-22-2016 8:52 AM

Re: Switching to AT&T PREPAID Multi-Line acount

Hello @newsjunkie!

 

I do apologize for any confusion regarding the AT&T PREPAID discount! I will be happy to help!

 

Once a member is invited into the Multi-Line plan, the monthly recurring charge of the plan will have to be available in order for the new member line (or number transferring over) is activated. Any time left on their current rate plan will be credited in a pro-rated amount.

 

You are totally right and it is highly recommended that you wait until right before the plan begins in order to invite and accept the new member.

 

This can definitely be set up online, via the app, or at the store! Whichever is the most convenient!

 

I will totally put in your feedback regarding the wording of these terms, and I truly am sorry for any confusion. I hope this information helps! Just let us know if you have any other questions! Have a great day!

 

Tim, AT&T Community Specialist


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Message 2 of 19

Re: Switching to GoPhone Multi-Line acount

Thank you!
Message 3 of 19
Contributor

Re: Switching to GoPhone Multi-Line acount

How much can we save if we set up multi line? for 3 lines all in all for the 45monthly plan?

Message 4 of 19
Administrator

Re: Switching to GoPhone Multi-Line acount

Hello @rosecurve!

 

Awesome question! I will be happy to answer that for you!

 

If you have three lines on the $45 monthly plan, you can have an annual savings of $240! The second line would have a discount of $5 and the third line would have a discount of $10 a month. With each additional line, the discount increases.

 

Check out our Multi-Line savings calculator for more information! Directions to set this up will also be at the bottom of this link.

 

Let us know if you have any other questions! We are here to help! Have a fantastic day!

 

Demetria, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 5 of 19
Contributor

Re: Switching to GoPhone Multi-Line acount

Well I think it's a bit ridiculous and was about to have to pay for both mine and my daughter's plans when I just paid them because I didn't know it was going to immediately charge us for both! So I switched us both back to individual plans like before except I had to pay Another $45 to reactivate her plan and I'm thoroughly annoyed. I've already started looking into another cell provider considering I was affected by the flood here in Lousiana and got no credit from that either even though we had No service for over a week. 

Message 6 of 19
Administrator

Re: Switching to GoPhone Multi-Line acount

Hello @wendyg43!

 

I definitely do apologize for any inconvenience!

 

When switching to a Multi-Line GoPhone account, the monthly charge is due in order for the new line to be activated. A pro-rated amount is credited to you though for any time left on their current rate plan.

 

I recommend contacting our GoPhone Customer Care directly at 1-800-901-9878 to see where you stand in that!

 

You can also view all of the information regarding the Louisiana Flood Relief by clicking here!  That was definitely a terrible thing to have to go through, and I truly do apologize that you had to! This link includes all of the areas and dates that we credited domestic voice and text charges for.

 

Let us know if you have any other questions or concerns! Have a great day! 

 

Demetria, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 7 of 19
Tutor

Re: Switching to GoPhone Multi-Line acount

I think I understand the info presented here.  I also think this (pro-rated) is how it worked when I put our three lines on a multi-line account.  Further,  I was able to call and very easily have the funds on two accounts transferred to my (owner) account.  Now,  we're getting ready to move another phone from T-Mobile to GoPhone.  I understand I must first activate that number on AT&T (gophone). The question is,  does that new line have to exist for a full 30 days before moving it to the mult-line account, or can I move it to the ml sooner and also receive the pro-rated credit?

Message 8 of 19
Administrator

Re: Switching to GoPhone Multi-Line acount

Hello @aritchey!

 

Welcome to the AT&T Community Forums! I will be happy to clarify your concern regarding the multi-line credit.

 

When an active GoPhone member joins a Multi-Line account, it is a combination of two separate proration credits, which results in an adjustment for the balance of unused days for the line.

 

For example: An individual rate plan, which covers from November 5 – December 4, joins a Multi-Line on November 15, or 10 days into the rate plan cycle. In this scenario, the account owner will receive a credit for 20 unused days of service.

 

We recommend you wait until the day before your individual plan is due to renew before joining a Multi-Line account.

 

I hope this information helps and let me know if you have any additional question.

 

Happy New Year!

 

Anabel, AT&T Community Specialist


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Message 9 of 19
Tutor

Re: Switching to GoPhone Multi-Line acount

Thank you, Anabel. All is as I had thought. I am still confused about the recommendation to wait until the individual plan is due before joining a multi-line account probably because I was/am the "owner" aka "bill payer", for all the accounts I have and will have on the multi-line account. (That is one reason I was so happy to see the multi-line account appear.)  In any case, that is probably what I will do for the next line. I am going to mark your previous reply as Accepted solution. That doesn't seem to work with this post or with Chrome browser. I'll just mark Kudos.

Message 10 of 19

Re: Switching to GoPhone Multi-Line acount

I did it a couple of months ago.  Here's the deal about what happens.  The day you switch to multi-line plan becomes your new "pay date" and all accounts being tied togegther are due at that time.   My wife and I already had synced pay dates and I waited as late as possible in my (our) billing cycle to do this, but I went to the AT&T store to have them handle it -- so I had to go on a weekend about 2 days before our cycle ended.  Thus, our "new" cycle began that day.  I had to pay for mine and my wife's accounts that day.  

 

I believe (but am not sure) our accounts were pro-rated for the remainging 2 days of the 30 days.  

 

BUT, I had $10 extra on my wife's account, in case she ever needed to buy extra data -- and that $10 is now stranded.  AT&T said it could not be used to pay for the new monthly charge -- and now her phone is on my account.  I basically lost the $10, but I am still saving $5 per month so I will make that up in two months.   It's still a great idea, but I concur to wait until a new billing cycle is beginning to do it.    

 

1) it keeps your pay date the same -- unless you WANT to change your pay date to something else?

 

2) Saves you from having to pay for two or more accounts again, perhaps very soon after just renewing your billing cycle.

Message 11 of 19
Tutor

Re: Switching to GoPhone Multi-Line acount

Thanks, newsjunkie, for chiming in. I had pulled two accounts to multi-line (with me being the owner--so three accounts) early in December, if I recall. I just took it on faith (based on what the terms said) that the money would be pro-rated to my account; and, honestly, never bothered to check. I don't think any of the phones were at the end of a cycle. One thing that differed for my experience, is that the two other accounts had money ($70. and $95. ) in them. I called (just a week or so ago) and asked if that money couldn't be placed into my (owner) account. The CSR (Melisa?) did this for me, including a nod to her supervisor because she said that $70. was the limit for such a transaction. While still on the phone, we checked the new balances, and that each account was still active. Before this, I had been managing the three AT&T lines, plus a $30./100min/5GB T-Mobile line. Now, because the cost will be the same, I am moving the T-Mobile line to GoPhone. There is no way the dates will sync. I had wondered if that line needed a 30 day vestment into the GoPhone system before I could add it to the account. Apparently, it does not, but I will wait out most of the thirty days before pulling it in to the multi-line account. 

FWIW, I've never had anything but an exemplary experience with GoPhone customer service when calling. It's only been a few times over the years (5?), but I found each person with whom I spoke to be both knowledgeable and able to do whatever needed to be done. I've gone to AT&T corporate stores on occasion. For a sim swap, no problems; for troubleshooting, not too much knowledge about GoPhone.

Message 12 of 19

Re: Switching to GoPhone Multi-Line acount

Hmmm...  then I may call customer service and inquire again about the $10.  The AT&T in-store rep admitted he wasn't as well versed on GoPhone stuff, and actually called GoPhone customer support to have them walk him through the switch-over.  When I asked about the $10, the GoPhone rep on the speakerphone said no.  She said it could be used to buy ring tones or such, but not actually transferred to another account.  Since "my" account is now paying for my wife's phone bill and my phone bill, the $10 was stranded somewhere.  But thank you for telling me it is indeed possible.  

_____

 

Yes, ever since I switched to GoPhone I have raved about them to many other people and have won them lots of customers among my friends and even in cell phone related forums.  In one online forum some people ask if I work for GoPhone!

 

The high LTE speeds and low ping speeds (low lag) are phenomenal where I live and as GoPhone is really just prepaid AT&T, it's technically better than any MVNO -- even AT&T's own Cricket and especially Straight Talk.  I switched from Straight Talk to GoPhone 3 years ago and have never looked back.  

 

Customer service is also great, either on the phone or actually going into any AT&T store.  I didn't feel comfortable doing the multi-line switch myself, and I knew if I went to a corporate AT&T store they would not give up until I was satisified.

Message 13 of 19
Tutor

Re: Switching to GoPhone Multi-Line acount

It sounds like you have a great situation.  Coverage is minimal where I live (house more so than town), and we have no AT&T stores of any kind here. We actually don't use the phones that much unless traveling. 

As far as the money transfer,  I just said that now that I'm the owner,  can't the funds be transferred? Sign into your wife's account.  You should see the $10. balance. You will have to give the CSR the login password/pin. I thought that I would have to get my husband and son to give permission over the phone-or even have to call from their numbers,  but nothing like that was needed.  Good luck. 

Message 14 of 19
Contributor

Re: Switching to GoPhone Multi-Line acount

@ATTCares

 

You mentioned: For example: An individual rate plan, which covers from November 5 – December 4, joins a Multi-Line on November 15, or 10 days into the rate plan cycle. In this scenario, the account owner will receive a credit for 20 unused days of service.

 

I just want to know WHEN the account owner will receive the unused credit?

 

thanks

Message 15 of 19
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