Impossible to upgrade

Tutor

Impossible to upgrade

Been fighting upgrading issues for 2 months now. I was never able to use either the app or the website to upgrade my phone but was finally able to by calling a rep at customer service. Now I'm trying to upgrade the wife's phone and again, neither the app nor the website will work. So I called customer service and they said the phone I wanted was online only and couldnt help me. So I tried the ATT store, again, online only and they can't help me. Now the free HTC One is no longer available, but if I'd like to pay $99 instead they'd send me one.  So I try to get the certified new S4...again app and website won't work. 

 

Using the app I can get as far as the shipping address and get stuck in a loop. I click on use billing address hit next and I end up back where I started again. 

 

The website gets a bit further. With it I can get to where it asks for a credit card (really for a $0 order??) No matter what card I try it will not accept it. I've tried cards with my wife's name, my name, visa, discover, debit, etc.. None of them will be accepted. When I was on the phone with customer service the woman also tried entering my data, with just as much luck.  Just how hard is it supposed to be to actually buy something from someone? This is ridiculous!

Message 1 of 13 (1,179 Views)
Community Manager

Re: Impossible to upgrade

Hello @chevymad Welcome to the Forums.

 

We don't normally see any issues with phone ordering, do you by any chance have a different web browser you could try? Try clearing your cache and cookies. When you tried ordering from your phone, are you connecting to wi-fi or cellular network?

 

Thanks,

Dmitriy


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Message 2 of 13 (1,098 Views)
Tutor

Re: Impossible to upgrade

Customer service had me try IE and Chrome, Cleared cache and cookies. Tried from a different computer, Have tried ordering on the phone both from wi-fi and cell network. 

Message 3 of 13 (1,091 Views)
ACE - Master

Re: Impossible to upgrade


chevymad wrote:

Customer service had me try IE and Chrome, Cleared cache and cookies. Tried from a different computer, Have tried ordering on the phone both from wi-fi and cell network. 


Since this happens to you from the app and multiple computers and multiple browsers, I suspect it means there is something wrong with your account which is causing the ordering process to abort. Unfortunately, I have no suggestions on how to resolve that.

 

Can't customer service just place the order for you?

*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.
Message 4 of 13 (1,075 Views)
Community Manager

Re: Impossible to upgrade

I agree with sandblaster, sounds like something is affecting it on the account level. Our team can help you get it resolved, you can send us a private message by clicking here. Please include your full name, phone number and the best time you can be reached.

 

Thanks,

Dmitriy


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Message 5 of 13 (1,069 Views)
Tutor

Re: Impossible to upgrade

Customer service just tried to use the same website that I am. When that failed they called a "specialist" who then called me back. Then they said there was nothing they could do either. So I asked if they could just order the phone for me. They told me the htc one that I wanted was online only and that they didn't have it in there system. Therefore they couldnt order it for me. Then they said they could order the one with more memory but I'd have to pay for it. 

 

Message 6 of 13 (1,051 Views)
Community Manager

Re: Impossible to upgrade

Hello again chevymad,

 

I see that you also sent a message to our social media care team and one of our manager will be looking into your issue. Please let me know if you need help with anything else.

 

Thanks,

Dmitriy


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*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.
Message 7 of 13 (987 Views)
Tutor

Re: Impossible to upgrade

Social media care was able to get the order through. Though I think my account still has an issue. Won't know for another 2 years I guess. 

Message 8 of 13 (882 Views)
Contributor

Re: Impossible to upgrade

Same problem here, I've spend days trying to upgrade to another phone. One Tech guy told me that their site has problems with Google Chrome and to use Explorer. I never use Explorer so I had to download it, upgrade it etc. What a nightmare and all for not. I've tried three different computers and three different browsers on each computer. I was also told to use the AT&T phone app to upgrade. WHAT APP? where on the phone? At&T has the most frustrating Web Site I've ever used. Customer Care is usally good though, but ubnable to help with this sit. In there (AT&T's) infinate wisdom, they sent me a text this morning telling me that are going to be sending me another text (survey) !!! Get a grip.

Message 9 of 13 (740 Views)
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Community Manager

Re: Impossible to upgrade

Hello dorshado, welcome to the forums.

 

Above, you can find a link to our support team, as you can see, they were able to help an original poster here, please feel free to do the same and send them a private message.

 

Let us know if you have any questions.

 

Thanks,

Dmitriy


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Message 10 of 13 (729 Views)
Contributor

Re: Impossible to upgrade

How can this be a serious answer? Im dumbfounded.

Message 11 of 13 (665 Views)
Contributor

Re: Impossible to upgrade

I have the same problem. The premier store is a mess. Keep canceling order and I am thinking about switching to Tmobile.

Message 12 of 13 (654 Views)
Expert

Re: Impossible to upgrade


Herculius wrote:

How can this be a serious answer? Im dumbfounded.


This is a peer to peer forum, if you need support that normal requires sensitive information like you account number or the IMEI number, that type of information should never be posted on a open forum. This is the reason the a PM to the customer service team is always requested, it keeps the information confidential - unless you have a key stroke capture trojen on your machine

Message 13 of 13 (647 Views)
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