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Posted Jan 31, 2014
9:19:40 PM
I phone broken by att at att store
When I got my upgrade the rep at the att store had to do something with my daughters iphone sim card after he did what he had to do, all her voice mails were lost then she stopped receiving txt messgs then the problems continued as the next 3 days went by. Now the phone comes on when it feels like it. Cant make or receive calls. Txts may come up out of the blue but not all txts. Went to att store to b told that it is apple issue and she needed to go to apple store. We went to apple store to b told that they r having a problem with att trying to send their customers to them to get out of taking care of the customer. The only thing att offered was that we could buy another phone. They wouldnt even let me use my upgrade early to get a working phone. Why should I pay for a new phone when they broke the old one? Ive been with att for several years and pay a small fortune every month but I guess that doesnt mean anything anymore. I am very disappointed with this situation and will change carriers as soon as I can.
When I got my upgrade the rep at the att store had to do something with my daughters iphone sim card after he did what he had to do, all her voice mails were lost then she stopped receiving txt messgs then the problems continued as the next 3 days went by. Now the phone comes on when it feels like it. Cant make or receive calls. Txts may come up out of the blue but not all txts. Went to att store to b told that it is apple issue and she needed to go to apple store. We went to apple store to b told that they r having a problem with att trying to send their customers to them to get out of taking care of the customer. The only thing att offered was that we could buy another phone. They wouldnt even let me use my upgrade early to get a working phone. Why should I pay for a new phone when they broke the old one? Ive been with att for several years and pay a small fortune every month but I guess that doesnt mean anything anymore. I am very disappointed with this situation and will change carriers as soon as I can.

I phone broken by att at att store

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Feb 1, 2014 6:27:56 AM
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Teacher

AT&T has a great technical support department that can most definitely help you. Call 611 and ask to be connected to a tech support specialist so you can get this issue resolved promptly. I have one question, though; was apple able to help you or did they give you an idea of what the problem could be?

 

AT&T has a great technical support department that can most definitely help you. Call 611 and ask to be connected to a tech support specialist so you can get this issue resolved promptly. I have one question, though; was apple able to help you or did they give you an idea of what the problem could be?

 

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Feb 1, 2014 11:36:01 AM
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If it's true that all this started when AT&T did "something" to the SIM card, I'd request a new SIM card from AT&T.  That should fix it.  If it doesn't, then something is wrong with the phone itself, and Apple covers that under the warranty.

If it's true that all this started when AT&T did "something" to the SIM card, I'd request a new SIM card from AT&T.  That should fix it.  If it doesn't, then something is wrong with the phone itself, and Apple covers that under the warranty.

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Feb 1, 2014 11:46:39 AM
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ACE - Master

Your description sounds like one of two things to me.  Did your daughter have an iPHone on her phone line to begin with, or did she switch from some other phone to an iPhone?  If she switched, then it sounds like her account is not setup right for an iPhone, and the best solution would be to call AT&T (*611 on an AT&T cellular phone).  The people there can make the necesary changes and get the account setup properly and fully working in under 30 minutes.  When my wife switched from a Blackberry to an iPhone, she called them and was on the phone for 3-5 minutes, and within 30 minutes, all of her problems were resolved.

 

The second possibility I can think of is that you have the wrong SIM type in the phone.  If this is the case, you can go to any AT&T corporate store and they will be able to replace your SIM for you (usually for free if you go to a Corporate store, not a reseller).  SIMs can be bad, or damaged, and some phones require specific SIM styles.  If any of these are not correct for your daughter's iPhone, it could be causing the problems she is having.

 

The last past I would like to comment on is with the AT&T vs Apple.  Apple handles hardware and software support issues for iPhones, and iOS.  AT&T handles the support for carrier issues like reception, etc.  Some problems overlap, especially ones related to dropped calls, missed text messages, and voice mail.  Regretfully, I have seen lazy techs at both companies who just claim it's the other's fault and don't want to try to solve the problem.  In those cases, it's often easier to go to another store or technician to have them help you with your issue.  I have been lucky in that the Apple Store I prefer to visit has many good techs and they are willing to work with me to solve issues.  I have had similar luck with my preferred AT&T store as well, but I have visited other stores where things weren't as nice.  I guess that's part of why I have preferred stores to go to...


Jerry B.
"GeekBoy"

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For additional help, please send a PM to ATTCustomerCare.

Your description sounds like one of two things to me.  Did your daughter have an iPHone on her phone line to begin with, or did she switch from some other phone to an iPhone?  If she switched, then it sounds like her account is not setup right for an iPhone, and the best solution would be to call AT&T (*611 on an AT&T cellular phone).  The people there can make the necesary changes and get the account setup properly and fully working in under 30 minutes.  When my wife switched from a Blackberry to an iPhone, she called them and was on the phone for 3-5 minutes, and within 30 minutes, all of her problems were resolved.

 

The second possibility I can think of is that you have the wrong SIM type in the phone.  If this is the case, you can go to any AT&T corporate store and they will be able to replace your SIM for you (usually for free if you go to a Corporate store, not a reseller).  SIMs can be bad, or damaged, and some phones require specific SIM styles.  If any of these are not correct for your daughter's iPhone, it could be causing the problems she is having.

 

The last past I would like to comment on is with the AT&T vs Apple.  Apple handles hardware and software support issues for iPhones, and iOS.  AT&T handles the support for carrier issues like reception, etc.  Some problems overlap, especially ones related to dropped calls, missed text messages, and voice mail.  Regretfully, I have seen lazy techs at both companies who just claim it's the other's fault and don't want to try to solve the problem.  In those cases, it's often easier to go to another store or technician to have them help you with your issue.  I have been lucky in that the Apple Store I prefer to visit has many good techs and they are willing to work with me to solve issues.  I have had similar luck with my preferred AT&T store as well, but I have visited other stores where things weren't as nice.  I guess that's part of why I have preferred stores to go to...


Jerry B.
"GeekBoy"

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For additional help, please send a PM to ATTCustomerCare.

Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: I phone broken by att at att store

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Feb 1, 2014 1:39:34 PM
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My daughter has an I phone. I used her upgrade to get my phone so they said they had to give her phone a new sim. She still has the same phone. The rep took the phone to back of store. After he did it, there was an issue with the phone while at the store but he seemed to fix it. I cant remember what the problem was but later after we got home she was having a txt issue. I called att ans they seemed to have fixed that. The next evening she tried to listen to voice mails she had saved of her dad who has passed away. The voice mails weregone. I called att the next day and they did try to get them back but they were gone. Then the next day the phone started shutting off and coming back on at will. She could call and txt some of time. By the next day she couldnt call or get txt. Phone not working now. Why is it so difficult to get this resolved? Its obvious to me that the rep did something to cause the problem. Guess att cant afford to at least give replacement phone til upgrade takes effect or let upgrade take effect early to get a new phone. Im not even asking for a new phone for free and still att cant work with me. Guess losing a good customer is better than having to do the right thing
My daughter has an I phone. I used her upgrade to get my phone so they said they had to give her phone a new sim. She still has the same phone. The rep took the phone to back of store. After he did it, there was an issue with the phone while at the store but he seemed to fix it. I cant remember what the problem was but later after we got home she was having a txt issue. I called att ans they seemed to have fixed that. The next evening she tried to listen to voice mails she had saved of her dad who has passed away. The voice mails weregone. I called att the next day and they did try to get them back but they were gone. Then the next day the phone started shutting off and coming back on at will. She could call and txt some of time. By the next day she couldnt call or get txt. Phone not working now. Why is it so difficult to get this resolved? Its obvious to me that the rep did something to cause the problem. Guess att cant afford to at least give replacement phone til upgrade takes effect or let upgrade take effect early to get a new phone. Im not even asking for a new phone for free and still att cant work with me. Guess losing a good customer is better than having to do the right thing

Re: I phone broken by att at att store

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Feb 1, 2014 1:44:34 PM
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The warranty is expired. Took phone to att store after quit working told them the issue and they didnt seem to think it was the sim card and said it was apple issue we went to apple they said att issue. Thanks att for passing the buck. Guess good customers dont mean as much as they used to. 


Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone
The warranty is expired. Took phone to att store after quit working told them the issue and they didnt seem to think it was the sim card and said it was apple issue we went to apple they said att issue. Thanks att for passing the buck. Guess good customers dont mean as much as they used to. 


Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone

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Feb 1, 2014 1:51:34 PM
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Have contacted support several times. Thats why we finally took to att store. They said apple issue. apple said even though att issue they would replace phone if phone was under warranty but its not. So they seemed to think phone was not fixable. Also seemed to think att rep did damage phone  


Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone
Have contacted support several times. Thats why we finally took to att store. They said apple issue. apple said even though att issue they would replace phone if phone was under warranty but its not. So they seemed to think phone was not fixable. Also seemed to think att rep did damage phone  


Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone

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Feb 1, 2014 2:07:38 PM
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The att store we went to wad a corporate store. They didnt seem to think it was an issue with the sim.
The att store we went to wad a corporate store. They didnt seem to think it was an issue with the sim.

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Feb 1, 2014 3:44:24 PM
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ACE - Master

Since you say her phone was working properly before all of this and all they were supposed to do was to change the SIM card, then I suggest you go back to the AT&T store and explain to them that.  Let them know it was working, then they changed the SIM card and now it's not working.  Ask them to try replacing the SIM card and see if that fixes it.  If it doesn't then the probalm may be more serious and you may need to replace her phone.  We can't tell without having the phone in hand and trying it.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.

Since you say her phone was working properly before all of this and all they were supposed to do was to change the SIM card, then I suggest you go back to the AT&T store and explain to them that.  Let them know it was working, then they changed the SIM card and now it's not working.  Ask them to try replacing the SIM card and see if that fixes it.  If it doesn't then the probalm may be more serious and you may need to replace her phone.  We can't tell without having the phone in hand and trying it.


Jerry B.
"GeekBoy"

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For additional help, please send a PM to ATTCustomerCare.

Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: I phone broken by att at att store

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Feb 1, 2014 5:54:34 PM
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Went to corporate att store already she told them everything about sim. They said go to apple we went to apple. Is their any number I can call to get this resolved? Have talked to support severl times with all issues. They said go to att store have done that. Im not getting anywhere 



Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone
Went to corporate att store already she told them everything about sim. They said go to apple we went to apple. Is their any number I can call to get this resolved? Have talked to support severl times with all issues. They said go to att store have done that. Im not getting anywhere 



Sent via the Samsung Galaxy S® III mini, an AT&T 4G LTE smartphone

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Feb 2, 2014 10:14:26 PM
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ACE - Guru
Edited by MR_SMiT on Feb 2, 2014 at 10:21:53 PM

What model iPhone is it? It's possible rep tried to install sim card wrong way, and messed things up. 

What model iPhone is it? It's possible rep tried to install sim card wrong way, and messed things up. 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: I phone broken by att at att store

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Feb 2, 2014 10:43:25 PM
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Its an I phone 4
Its an I phone 4

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Feb 3, 2014 1:42:05 PM
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ACE - Master

I'm very familiar with the iPhone 4 (I've owned one for almost 4 years now).  You say that the AT&T store person "broke" the phone, what do you think is broken?

 

By all of your description to this forum it still sounds like you have a bad SIM, or something on the account was changed.  Since you say that you've gone to the store and they "refused" to replace the SIM, I suggest you try going to a different store.  Once there, tell them that your daughter's phone was working properly (assuming it was) then you used the upgrade on her account to get your new phone (which is perfectly legit), and now her phone is not working.  It is possible that when they did the upgrade on her account, that they switched her phone in the system from the iPhone she has to your Android phone.  It is possible that if they replaced the SIM, the new SIM is not setup right for her phone, or that it is bad.  If the upgrade for you was performed properly, then there should not have been any need to do anything with her phone.  If somethign was done with her phone it is very possible something was done incorrectly.  Since the original store is having problems resolving this for you, try a different store.  If you clearly explain the above (or even just print it out and take it with you to the store) the person there should be able to take the steps to show you that the account is setup correct and replace the SIM to show you that it is not the SIM.

 

I would suggest that you try calling *611 and working with them, but it sounds like there is a disconnect in explaining what you have here to the store staff, so taking this information with you to a different store is a good starting point.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.

I'm very familiar with the iPhone 4 (I've owned one for almost 4 years now).  You say that the AT&T store person "broke" the phone, what do you think is broken?

 

By all of your description to this forum it still sounds like you have a bad SIM, or something on the account was changed.  Since you say that you've gone to the store and they "refused" to replace the SIM, I suggest you try going to a different store.  Once there, tell them that your daughter's phone was working properly (assuming it was) then you used the upgrade on her account to get your new phone (which is perfectly legit), and now her phone is not working.  It is possible that when they did the upgrade on her account, that they switched her phone in the system from the iPhone she has to your Android phone.  It is possible that if they replaced the SIM, the new SIM is not setup right for her phone, or that it is bad.  If the upgrade for you was performed properly, then there should not have been any need to do anything with her phone.  If somethign was done with her phone it is very possible something was done incorrectly.  Since the original store is having problems resolving this for you, try a different store.  If you clearly explain the above (or even just print it out and take it with you to the store) the person there should be able to take the steps to show you that the account is setup correct and replace the SIM to show you that it is not the SIM.

 

I would suggest that you try calling *611 and working with them, but it sounds like there is a disconnect in explaining what you have here to the store staff, so taking this information with you to a different store is a good starting point.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.

Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: I phone broken by att at att store

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Feb 3, 2014 2:24:17 PM
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ACE - Guru
Try call this number from landline 1-800-331-0500, AT&T Customer Service, or call *611 from another cell and have daughter's iPhone 4 ready. If no help, do what previous post said.
Try call this number from landline 1-800-331-0500, AT&T Customer Service, or call *611 from another cell and have daughter's iPhone 4 ready. If no help, do what previous post said.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: I phone broken by att at att store

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Feb 3, 2014 5:51:17 PM
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Edited by Richmond Dan on Feb 3, 2014 at 5:52:27 PM

I find it interesting that after 3 days and multiple replies from the public, no one from AT&T has jumped in to offer assistance.  Interesting.

I find it interesting that after 3 days and multiple replies from the public, no one from AT&T has jumped in to offer assistance.  Interesting.

Re: I phone broken by att at att store

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Feb 3, 2014 9:47:20 PM
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I appreciate all the help. Its more than im getting from att. We thought it was strange that the rep at the store had to do something to her phone when I was just using her upgrade. I think that is the problem. I am going to try att 611 again and see if they can do something or get me to a manager or spmething
I appreciate all the help. Its more than im getting from att. We thought it was strange that the rep at the store had to do something to her phone when I was just using her upgrade. I think that is the problem. I am going to try att 611 again and see if they can do something or get me to a manager or spmething

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Feb 4, 2014 7:01:22 AM
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Community Manager

Hello, billye57!

 

Thanks for posting. I'm sorry to hear that your daughter's phone is not working properly. If you don't mind, please send us a private message by clicking here so we can investigate further.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, please feel free to message me with any other questions or concerns!

 

-Mariana


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, billye57!

 

Thanks for posting. I'm sorry to hear that your daughter's phone is not working properly. If you don't mind, please send us a private message by clicking here so we can investigate further.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, please feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Feb 8, 2014 6:51:21 AM
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I want to thank everyone for their suggestions. As a result of posting on this forum, a manager contacted me and resolved the issue yesterday. He is sending my daughter a new phone. Att allowed me to use my upgrade early. I appreciate everything all of you did. Managers actually do read posts.
I want to thank everyone for their suggestions. As a result of posting on this forum, a manager contacted me and resolved the issue yesterday. He is sending my daughter a new phone. Att allowed me to use my upgrade early. I appreciate everything all of you did. Managers actually do read posts.

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