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Re: First Responders Discount

Contributor

First Responders Discount

How do you know where you are in queue with the discount? I have been waiting 60 days for it to be applied, but I'm not even sure it was received. How does one check on things like that? It doesn't feel like many people in the customer service dept know.

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Message 1 of 14
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Accepted by Lingoes
‎02-08-2019 11:19 AM

Re: First Responders Discount

Hello @YNCIII,

 

We're happy to provide you with some clarification! After you have submitted the required information to verify your eligibility, it typically takes 2-3 billing cycles to have your discount applied. 

 

To ensure that you submitted your information properly, let us know the steps you completed! 

 

We look forward to hearing from you!

 

Bobbie, AT&T Community Specialist


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Message 2 of 14
Contributor

Re: First Responders Discount

So we have to tell you what steps were followed? Yet y'all make sure to send notifications for everything else? I've been waiting a few months. I followed the steps at&t requested.

Message 3 of 14
ACE - Expert

Re: First Responders Discount

@Mikedesi0804 Since you have been waiting months and still don’t have the discount, the discount has probably not been applied to your account. That is an account specific issue. ATTCares can’t tell you anything unless you identify the steps taken. Do you even have an eligible plan? The first responder discount does not apply to all plans, only the Unlimited & More plans.

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*I am not an AT&T employee, and 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 14
ACE - Sage

Re: First Responders Discount

Even if the cost isn’t reduced, the discount should be noted on your (qualified) account.  Have you looked at your myATT account?

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*I am not an AT&T employee, and 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 5 of 14

Re: First Responders Discount

I've submitted my badge, upgraded my plan to the Eligible plan, have not heard anything and have not seen the discount.. I've called customer service, they are still seeing the old Signature Discount from my same employer, but for the old metered plan, which doesn't nothing for the large unlimited plan. Are they not applying the First Responder Discount, because the old one is there?

Again, after 4 months of calls to customer service, no one seems to have an answer. I have submitted my badge, tax form, pay check stub, and the affidavit of employment. 

Message 6 of 14
ACE - Sage

Re: First Responders Discount


@Leslieelam wrote:

I've submitted my badge, upgraded my plan to the Eligible plan, have not heard anything and have not seen the discount.. I've called customer service, they are still seeing the old Signature Discount from my same employer, but for the old metered plan, which doesn't nothing for the large unlimited plan. Are they not applying the First Responder Discount, because the old one is there?

Again, after 4 months of calls to customer service, no one seems to have an answer. I have submitted my badge, tax form, pay check stub, and the affidavit of employment. 


Submitted in person at a company store? 

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 7 of 14
Highlighted

Re: First Responders Discount

I followed the links to the upload section ... I uploaded everything on the website. That's what a customer service guy told me to do. Think I should go to a store? 

Message 8 of 14
ACE - Sage

Re: First Responders Discount

I would.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 9 of 14
Contributor

Re: First Responders Discount

I have this same problem.  I used the AT&T website to submit the required information. 

 

"FIRST RESPONDER

Thanking those who protect our community
First responders can sign up online with an ID showing your name and name of the agency you’re associated with.

Thanking those who protect our community
Sign up online"

 

I took this step just days prior to changing over the the unlimited plan associated with this discount on the first day of my billing cycle (March 26, 2019).  It has now been two billing cycles and my old account discount name through my employer is still showing on my statement, even though it is not valid and not being applied to the unlimited plan I am now on.  I have called customer service three times over the past two billing cycles to find out about the new discount.  The only information that has been consistent with these three attempts is they can see the "FirstNet" on my account and can verify that the discount is not being applied to my bill. The last attempt with customer service (yesterday) was left at that it will probably take one more billing cycle before the discount applies.  I have been through several layers of customer service and still do not know if I will ever get the discount.  I am not recommending the discount to other first responders due to this delay and lack of certainty that it will ever be applied to my bill.  I guess my biggest question is why does it take AT&T two to three billing cycles to apply a discount and why can't I get a specific date on when it will go into effect?  I was a little put out that it took the second billing cycle for AT&T to apply the paperless billing and autopay discount to my account even though I have been signed up for both for several years on my wireless account.   

 

Thanks in advance.             

Spoiler
 

  

Message 10 of 14
ACE - Sage

Re: First Responders Discount

Firstnet is a different plan.  The first responder plan is an AT&T plan.   

   If your SIM card is a first net sim, you may be on the wrong plan.  Your discount may not be applied for that reason.

Call AT&T and ask for loyalty or tech support.  Better yet, go to a COMPANY store.

https://www.att.com/offers/firstresponders.html

 

https://www.firstnet.com/marketing/index.html#/marketing/index/plans

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 11 of 14
Contributor

Re: First Responders Discount

Thanks for the clarification.  I have not changed my SIM card so the customer service representative must have either misspoke or been mistaken.  The odd thing is that one of them wanted me to call FirstNet directly to try and solve the problem?  Not knowing how FirstNet fit into the plan I refused to do so.  I guess it is possible the customer service representatives may be having trouble differentiating between the first responder discount and FirstNet. 

 

I actually started the process of changing plans at an AT&T company store by inquiring about a change in plan that would better suit my multi phone data needs.  They sent me home with some paperwork to complete and mail back to AT&T.  I found out I could do the same online at the links provided in my earlier post so that was the process I initiated instead of the mail in forms.  If the discount does not appear the next billing cycle I guess I will have to make another trek to the store. 

 

I would still like some insight on why it takes two to three billing cycles once a discount has been approved for it to show up on a customer's bill.

 

Thanks again.  

   

 

Message 12 of 14
Contributor

Re: First Responders Discount

Just a status update:

 

Visited the AT&T company store nearest me at lunch yesterday.  The manager assisted the assigned customer service representative in correcting the issue that had prevented the first responder discount from applying on my account.  The older FAN had to be removed before the new one could be entered.  The manager did try to get me to change over to Firstnet but I declined since I did not want to confuse the issue anymore (one thing at a time with AT&T).  I checked this morning and the first responder discount FAN is now showing on my account.  Interestingly, it will still take two to three more billing cycles before the discount goes into effect.  I still do not understand the delay.    

    

 

Message 13 of 14
ACE - Sage

Re: First Responders Discount


@ownerx wrote:

Just a status update:

 

Visited the AT&T company store nearest me at lunch yesterday.  The manager assisted the assigned customer service representative in correcting the issue that had prevented the first responder discount from applying on my account.  The older FAN had to be removed before the new one could be entered.  The manager did try to get me to change over to Firstnet but I declined since I did not want to confuse the issue anymore (one thing at a time with AT&T).  I checked this morning and the first responder discount FAN is now showing on my account.  Interestingly, it will still take two to three more billing cycles before the discount goes into effect.  I still do not understand the delay.    

    

 


Can’t say I understand either, but the discount is suppose to be credited retroactively, which is not done for other discounts.    Thanks for the update.  Love the company stores!

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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.
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