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homeinMA's profile

New Member


2 Messages

Saturday, October 8th, 2022 10:56 AM

Misled by ATT store on BYOD and ability to upgrade after porting

I started the process of transferring 5 phones and 4 watches from Verizon to ATT due to bad call quality on VZW and wanting to take advantage of professional discounts w/ ATT.

I switched two of the lines in-store to see if the service was reasonable at my home and work locations. The service has been fantastic. Was told at the store that if I didn't upgrade the phones on the spot, I could upgrade the next week "online really easily" and receive promotional credits, etc. After a week of trying out the service, I tried to do that upgrade online and was only given the option to pay full price and could not trade in. Same as if I tried to do this at other retailers (ATT, Best Buy) and put my ATT account information. Reached customer service (who said I cannot upgrade). Reached Loyalty/Retention line (said I could upgrade with 30% down payment). Reached customer service again (said I could not upgrade but corporate store could give an exception). Went to corporate store was told I had to wait 6 months. Then tried again to see if could do the down payment option by phone and they said I had to wait 30 days. Obviously I would have just done the upgrade at the time I brought the lines over from Verizon if I knew this policy. I was misled in the ATT store. Additionally, I've now missed out on the trade in promotion ($1000 for my phone) which just ended yesterday. One of the lines has a phone that really needs to be replaced. 

Clearly no one at ATT has any idea what the policy is. They were happy to take my money to start a new line with new phones - I did this before I had fully figured out how much of a road block this is. I may return the phone instead of activating it when it comes and just upgrade through Verizon and take the lines back. I am hesitating to bring my other 3 lines and 4 watches from Verizon if this is the uncertainty and deception that I have to deal with. Overall though would much prefer the service on ATT and would like to resolve this if possible. Can anyone help?


ACE - Expert


62.3K Messages

4 months ago

Since you’ve already talked to loyalty, the only office higher is at corporate and that will take an FCC or BBB complaint to escalate. You could have bought the phones on installment plans at the time you ported the numbers but by activating those lines as bring your own device lines first, you now must wait 90 days before those lines will be eligible to upgrade. Yeah, it’s unfortunate stores don’t know that. Anyway, each line is treated separately, so you should have no issue buying phones on installment plans when and if you port the other 3 lines.

ACE - Sage


104.3K Messages

4 months ago

It's some kind of a credited issue. I don't know exactly why there is a 60 to 90 day exclusion when you bring your own device, and why it's not disclosed.

My assumption is that once you change service, there is a credit inquiry and it does drop your credit significantly. And that credit takes about 60 to 90 days to go back up again.  Dopey, right? 

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