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airmanhdz's profile

New Member

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1 Message

Thursday, September 29th, 2022 12:24 AM

Lack of Support for Military Suspension and Unlocking Device.

Where do I start? 

 

I am completely lost and I have exhausted all my options. I am deploying and I have been trying every day to pause my military service since I am leaving for a year. I have called customer support daily for the past week, and have submitted my orders on multiple occasions and have had no luck pausing my service. The only response I have gotten when I submit my orders is an email response saying "Thank you for contacting the AT&T Military Support Team. Military service holds and service restoration has never been faster!  Visit the website at  www.att.com/offers/military-cancel-service  to submit your request. If you have other military needs outside of what the website can resolve, please contact customer care at 1.800.331.0500 or 611 from your handset.".  Also, when I clicked the link and submitted the request, a red pop up appears on the screen saying "Uh-oh. Your request didn't go through. Wait a few minutes and try submitting it again"(View attachment 1). When I have contacted them on the issue, the customer service representative said it’s because there they're only accepting military deployment orders for 6 months and manager would call me back, which they never did. Additionally, when it came to unlocking my phone, the customer service representative said they could not unlock my phone because the balance was not paid off, but if you visit the site; https://www.att.com/support/article/wireless/KM1262649 and it says clear as day in the "Active duty military personnel sub heading "Being deployed for active duty? You don’t have to complete your installment plan or contract to unlock your device. Make sure you select Yes when we ask if you’re deployed military"(View attachment 2, crossed out PII). Additionally, every time I have spoken to a representative, they seem to have no idea on how their deployment process works. They are constantly providing the incorrect information and transferring me to other departments that are just as lost, and the usual response is "Give the Military support team some time". Furthermore, amount of time I have spent on hold waiting to speak to a representative is alarming, because its this process this tedious for every service member that deploys? Lastly, I wrote this entire post while on hold and I leave tomorrow ='(.



Accepted Solution

Official Solution

ACE - Sage

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104.2K Messages

4 months ago

I'm guessing there is a major deployment going, this is the 3rd problem. 

There are multiple ways to submit orders... 

https://www.att.com/support/article/wireless/KM1046235/

After submitting, your unlock can process. 

I don't know why it's a slow process right now.  There ia no excuse. 

I'll pass this on to the community manager

ACE - Sage

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104.2K Messages

4 months ago

I tagged 2.  Fingers crossed.  

Juniper

ACE - Expert

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30.5K Messages

4 months ago

Hope you're not trying to do all this from McGreggor. Good luck and stay safe.

ATTHelp

Community Support

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207.6K Messages

4 months ago

Hi there, @airmanhdz. Thank you so much for taking the time to reach out to us here at the AT&T Forums. We most certainly can help you with your concern about your military deployment and unlocking your device. 

 

We do want to thank you for your service to our country. Our next step is to move this conversation to the Direct Message space. You will notice a chat icon, next to a bell icon, in the upper right corner of your screen, next to your forums profile. Our next message will appear there. 

 

In the meantime, please gather your account information. 

 

Looking forward to working with you soon. 

 

Matthew, AT&T Community Specialist

Constructive

Employee

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30.4K Messages

4 months ago

maybe the issue is using the word pause, you dont pause service for deployment you have to cancel service and they hold your number until you return

davidbk

Administrator

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449 Messages

4 months ago

@formerlyknownas - Social Media Online Care was able to touch base with the user, via DM, and resolve their issue suspending their service for deployment.

The larger issue has been escalated to a number of teams, who are working to pull data and troubleshoot.

(edited)

ACE - Sage

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104.2K Messages

4 months ago

@davidbk

Thank you very much for the response. And thank you for taking care of our service members. Something tells me this will not be the last time you hear from me on this topic. 🤷🏼‍♀️😉

davidbk

Administrator

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449 Messages

4 months ago

Happy to help, @formerlyknownas 

Thank you for brining it to our attention!

New Member

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5 Messages

3 months ago

I am in the same boat. I have been trying for the last 3 months and keep getting the run around. I have faxed my military orders twice and nothing.  Every time I call, it is the same thing, they have no clue, so I spend the next 60-90 minutes on the phone. They tell me it's done, then the next month comes around and I get another bill. Last month, they were supposed to credit me the $108 bill I wasn't supposed to get, but they only credited me $8, what sense does that make. It's either incompetence, or they just don't care.  If it weren't for my wife, I would have already terminated my service with ATT.  I am going to call one more time and if they don't get it correct, I am switching to T-Moble. 

ACE - Sage

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104.2K Messages

3 months ago

@davidbk

Tag!  You're it!

@Brelksj I will also tag the community manager.  Clearly there's a problem with communication because this is not normal.

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