2 Messages
Upgrade feature on site and app does not work
I've tried the app on my phone and ipad, I've tried multiple browsers, cleared cache. I've tried desktop computer. Customer service just tells me nothing is wrong with the website, so its obvioulsy my issue, right? I don't agree when this happens across multiple devices, browsers and the app.
Essentially, No matter where I go to upgrade a device....whether its the notifications or by selecting the device itself, the website nor app load anything after that point.
I do not want to call or go into a store because I don't like people. Fix this or tell me what I'm doing wrong.
ATTHelp
Community Support
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232.9K Messages
1 month ago
Hi @pocohontas619,
Thank you for reaching out to us, we are here to ensure your issue is fixed.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums.
Veronica, AT&T Community Specialist.
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pocohontas619
2 Messages
1 month ago
I did reach out and was told to do all the things and that there was no issue with the site. Not to mention that doesn't address why there is also an issue with the app.
(edited)
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JefferMC
ACE - Expert
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36K Messages
30 days ago
My guess is that there's something about your account (including possibly the old plans that are on it) are causing the site an issue; i.e. the software is working fine... unless it gets some unexpected data in the form of your account (or another one with similar issues).
If you've done the browser switch, purge cookie, etc. shuffle already and that hasn't worked, you'll probably have to interact with a sales agent. Good luck.
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formerlyknownas
ACE - Sage
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118.4K Messages
29 days ago
Based on your screenshot showing that you have approximately 26 days left in your service month, that means your within the first few days of a new service month, and AT&T is in the process of creating your bill which should be posted any day. I'm guessing this might be the problem, which will resolve itself once your bill posts.
Just some advice...
1. Do your transaction in an AT&T corporate store. Cannot recommend doing business by mail. If it's not porch pirates picking up your delivery of your new devices, it's theft in mailing in your old devices to AT&T or Assurant if you participate in an early upgrade or a trade-in promotion.
2. If you are doing a next up early upgrade, You should plan on having your old phone ready to factory reset with the theft protection removed from home. Ready to hand in when you purchase your new phone so that there is no requirement that you mail it to AT&T later. (Apples new theft protection has to be removed in a familiar location or the phone will not factory reset)
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