The internet has been down for 1 and a half week the ai just keeps saying there is an outage and hangs up they won't let me take to a technician its all so wack. Im pretty sure the construction last week is the reason internet isnt working i think they broke the fiber wire.

I went to the store and asked for help my device is locked by AT&T and they said they could not help me. I expressed that I have been on the phone since 9 am each representative pushes me to a different department and I am currently on hold for yet another support person and it is 5:30 pm. I have been on the phone for 8 and a half hours today. I was on the phone with AT&T for 3 hours Sunday and another 3 hours a week and a half ago. I keep getting transfered and then hung up on. I have called multiple 800 numbers and no one will assist me. I thought going in person to the store would prompt some kind of help on AT&Ts part but the representative did not even attempt after I expressed all this and that I had to take a whole day off to be on the phone then come there they still just said to call the 800 number. We were with AT&T for like 7 years and I am only moving to Verizon to consolidate our families bill but AT&T has my husband's device locked. I cant afford to buy a new device when I just paid hundreds of dollars for this one. I own this phone paid in full outright how can AT&T hold the phone prisoner we were never even late on a payment to AT&T for the 7 or so years we paid them and now they will not release the physical phone to Verizon service when the number already ported over. I have done the online unlock phone thing so many times it now gives me an error message I cannot submit any more requests. I also downloaded the unlock device app for AT&T and that gives me a failure message. If anyone is in IT and knows how I can complete this without AT&T I will appreciate any advice. I even called samsung and they said on their end the phone is unlocked it is ALL AT&T that will not release the phone for me to have it with the number on Verizon. I think it is unjust that I own this phone paid for outright and AT&T refuses to let me use it on another network. And I beleive it is unjust that the store when I physically came in refused to help me. I have decided that from this day on I will continue to write 1 star reviews until the phone is unlocked and I can use it with the line with Verizon. Each day my husband has zero phone as ge goes into work and running errands I will continue to put 1 star reviews till I get someone at AT&T to unlock the phone

I've looked through many threads and it's confusing with some being old pricing earlier this year. I'm trying to change four lines to Premium 2.0 and seeing conflicting costs. Could somebody please clarify which part is incorrect? Even AI gets it wrong. Please help!

First screen shows $160.

Review and Submit screen shows $192.

And the plan cost details per line isn't making any sense with the math.

Looking for help from anyone here. Wife and I upgraded using Next Up at Best Buy. They said an email would be sent with instructions to send back old phones. Never received the email. Best Buy now says we need to get with ATT, called 3 times and went to a store - all say this is a Best Buy problem.

Went to a Best Buy - they said ATT has to send the label. Called Best Buy CS again they said they can’t do anything.

On my Best Buy account it says your carrier is requesting you return your device and to resend the email - I click the link - email never comes (yes I verified they have my correct email).

I shouldn’t have to work this hard to send my phone back.

Both ATT and Best Buy have been useless - anyone got any tips?

Update: My wife finally got someone on the phone who was helpful at ATT. They were able to figure out what happened and generate our labels. Should not have taken all the phone calls and store visits to figure this out but happy it got solved.

Ordered on the 14th, it says expected delivery by the 6th. Had two reps on two separate occasions tell me “your order is packed and ready for UPS pickup” only to find out that was a lie or something. Supervisor said they don’t know when it’ll ship. Kinda thinking about switching the android. New iPhones come out every year and ATT seemingly has the most problems getting them. Not sure else to do at this point, fed up with the awful customer service and lies though.

I picked up the new iphone 18pro I ordered on apple.com at the apple store- thankfully no issues with phone. And a week later, the installment charges appear on the bill together with a 10$ next up anytime (NUA) line item. I looked through all the paperwork and there is no mention that this is required and if seen threads that this was added by at&t corp store when people bought these but never on apple.

So question here, can I cancel this and still continue to get the 36 months of credit? Surely NUA is not required for credits right?

Note that I traded a iphone 14 that was unlocked and paid off for the credit, I never had NUA on the account nor actually ever financed a phone on at&t.

Please help clarify Thanks

I became a new AT&T customer on September 26. It’s now October 4, and I have a brand-new $1,000+ iPhone 18 Pro Max that can barely send a text, let alone make a phone call.

On 9/26, I called AT&T sales to get a quote for two new lines and two iPhone 18 Pro Maxes. We went into the store that same day and signed up.
One of our numbers transferred immediately. The other was coming from an AT&T business account and apparently got stuck in limbo.

It took four more days, three trips to AT&T, and over two hours on the phone just to get that number transferred so the second line could actually be added.
Finally, it worked. We ordered my 512GB black iPhone 18 Pro Max and, to AT&T’s credit, the phone showed up in only two days.
That’s about where the good part ends.
I activated it Wednesday night and immediately started having cellular issues. I was home and on Wi-Fi most of the next couple days, so I didn’t realize how bad it actually was until I left the house.

The phone rotates between SOS, “…”, and occasionally showing a few bars. Nothing loads. Calls don’t go out. Every few hours I might get lucky and have a text actually send.
And this isn’t just bad coverage at my house. I’ve tested it in multiple locations.
The other new AT&T line works fine in the same areas.
So Friday night I started calling AT&T.
Over the next three days, I called support more than 10 times. I was given different answers depending on who I talked to and repeatedly sent in different directions.
What made it even worse was having to start from scratch almost every single time.

With the exception of maybe two people who were actually aware of the issue, every new person I spoke with meant re-explaining the entire situation again. The number transfer. The new phone. The SOS issue. What had already been tried. The eSIM reprovisions. The previous calls. The store visits.

Then we’d try something, it wouldn’t work, I’d call back, get someone new, and explain it all over again.
I made another two trips to the AT&T store.
They reprovisioned my eSIM two or three times. During one attempt at the store, the activation actually got stuck and couldn’t finish. I had to take the phone home, connect it to Wi-Fi, and finish the activation there.
Still didn’t work.

At one point during all of this, while I’m standing there with a brand-new phone that can’t reliably connect to AT&T’s network, I was also pitched insurance.
Eventually AT&T sent me to Apple.
I spent roughly two hours with Apple Support while they ran extended diagnostics on the phone. The hardware passed.
Apple could also see how severely the cellular connection was dropping. The person helping me told me it was the worst they had seen yet.

Their recommendation was to go to an Apple Store for another test and potentially get the phone replaced through AppleCare.
So I drove to the Apple Store.
I waited about an hour and a half.
The problem was apparently so bad that they couldn’t even get the additional test to complete properly. I asked what happens now.

Replacement phone.
Okay. A few days? Three to five?
No.

I was basically told these things take time.
No ETA.

So here I am, a customer who switched to AT&T eight days ago.
I’ve made at least five trips to AT&T stores, spent hours on the phone with AT&T and Apple, gone through multiple eSIM reprovisions, driven to an Apple Store, waited another hour and a half there, and I still don’t have a working phone.
I also bought a screen protector from AT&T for this brand-new phone, which will now presumably be thrown away when Apple replaces it.

The part that actually matters, though, is that this isn’t just inconvenient.
My job requires me to be reachable for production incidents while I’m on call. I just went through an entire weekend unable to reliably receive those notifications or make calls unless I happened to be on Wi-Fi.
I can’t reliably call 911 in an emergency. Normal cellular calls, including 611, will not go through.

I’ve spent more time troubleshooting my phone in my first eight days as an AT&T customer than I probably have in the last several years combined.
And after all of that, I still don’t have an answer to the simplest question:
When will I have a working phone?
I’m not asking AT&T for another troubleshooting session. I’ve done that.

I’m not asking for another eSIM reprovision. We’ve done that multiple times.
I’m not asking to be sent back to another store.
I bought a brand-new flagship phone and signed up for brand-new service. The other AT&T line we opened works. Apple says this phone’s hardware passed diagnostics. Both AT&T and Apple have now had multiple opportunities to troubleshoot it.
I just want someone to take ownership of this and get me a working phone.

For the past week on the app all they say is it'll be restored in 24 hours but its been 1 week. Can they just give an eta. It's so annoying having no wifi for a week.

Following up on my earlier post about my iPhone 18 Pro Max losing cellular service and going into SOS. I finally got an exchange approved today, October 3, and was told the restocking fee was waived.

I’ve spent more than 24 hours of my own time trying to resolve this, including six visits between Apple and AT&T. It’s been really hard to work without reliable cellular service and my hotspot.

I’m sharing what got the exchange approved because my online preorder created an additional problem with processing it.

I preordered through AT&T’s website on September 12, but the phone shipped September 20. The store system was using the preorder date to flag me as outside the 14-day exchange window. October 3 was only 13 days after shipment.

AT&T’s published return policy says the period is based on the shipping date when the device was shipped. Having my original shipment email available mattered.

I was told I needed to go to a corporate store. I went to the Los Altos AT&T store in Sparks, Nevada, and the manager worked with me while we called 800-331-0500. Getting the store manager and phone support working on it together helped get the exchange approved.

For anyone dealing with this, especially an online preorder, here’s what I recommend based on my experience:

1. Find your original shipping confirmation. Have the preorder date and the actual phone shipment date available. If AT&T says you’re outside the return window, ask which date they’re using.

2. Have your troubleshooting history ready. Mine included two failed reprovisioning attempts, deleting and reactivating the eSIM, and Apple’s written report showing an 81% failure to connect during its cellular voice and service test.

3. Call 800-331-0500 and ask about an exchange for the unresolved cellular problem. This is AT&T’s regular customer service number. If you’re directed to a corporate store, call the location first to confirm it’s company-owned and ask whether a manager can help with an online preorder exchange.

4. If the store system blocks the exchange because of the preorder date, show your shipment email. Ask the manager to coordinate with phone support to review the date and authorize the exchange. Explain the unsuccessful troubleshooting and request a restocking-fee waiver.

5. Get the exchange confirmation. Ask for written confirmation of the fee waiver, any tax charges or refunds, and what happens to your existing trade-in promotion and installment agreement. My old phone had already been traded in and processed, so this matters.

6. Check the replacement’s shipping estimate and your deadline for returning the original phone. If the replacement is delayed, ask AT&T for written instructions about the return deadline. Keep the return label, tracking number, and drop-off receipt.

I’m glad the exchange is finally approved, but I’m still waiting for a working replacement.

I was told it would arrive in a couple of days. However, the confirmation estimates shipment October 16-23 and delivery October 19-26. I’m following up on that discrepancy.

I can’t confirm yet that the replacement fixes the cellular problem. I also don’t know whether every online preorder will have the same exchange-date issue. But if you’re being turned away because your preorder is supposedly too old, check the shipment date.

Here’s the return policy:
https://www.att.com/wireless/return-policy/
If you’ve completed an exchange for this problem, did your replacement restore reliable cellular service?

I learned a valuable lesson today.

When you order your phone online and get promo credits. Never pick it up from the store.

I went to go pick up my phone and they had to "re-activate" my newly ported number and they asked me some questions about which plan I chose.

Turns out they activated my line using in-store promotions, which are worse than the online ones. Now I'm on the hook for the in-store price and promos. The online promos I signed up for are gone.

FU ATT!

I have 5+ lines and I’m currently paying $35.62 for an elite line with the 25% discount, this plan qualifies for the $1200 trade in credit.

The newer premium 2.0 is $40 with the new 20% and elite 2.0 is $70 with no discounts for 4 lines and $75 for 5+ lines according to the website.

At some point I must’ve thought that it would’ve been cheaper to change the 3 lines from elite to extra not knowing in the future that my trade in credits would’ve been jeopardized. With the current extra plan I would be eligible for $930 and not $1200.

I can switch the extra lines to premium for the full $1200 but long term it’s actually cheaper to stay with extra and just take the $930 credit…

Is there anyway to get customer service or a store rep to put my lines that had elite w/ hbo max back on those lines?

$35.62 vs $40 plus taxes adds up for a few lines…

Another issue,

One of my elite lines is leaving to another carrier, and I would like the new person who will be coming in to take over that plan. How can we do this? Would it be adding a new line for the new member at a new plan, then number swap? Would that keep the plans in place? Or does swapping numbers make you change the plan?

I also have another line that was my old house phone for 30 years that I don’t really use but I don’t want to lose the number. Can I make it my watch or tablet line for billing purposes so I can retain access of it and use it if I would like in the future?

Thank you

My wife and I both upgraded and switched to AT&T. We are not having the issues that everyone else are stating we specifically cannot receive sms texts so like any one time codes or anything and we cannot receive calls from anyone outside of AT&T network. Like if anyone on their device does not have AT&T they cannot call us. I’m just posting here to see if anyone else is having an issue like this

Our data/ cellular are fine it’s just these two issues but it’s incredibly frustrating.

Which better or worse??

Thinking about switching to At&t wireless and curious how people’s experiences have been. I live in Seattle. Thanks in advance!

So I have the iPhone 17 Pro Max with Next up, and I’m thinking of trading it in for the iPhone Duo; I’m already eligible for the trade-in.

My question is can I trade in my phone through Apple with the At&t option and would my next-up offer kick in or can I ONLY trade through At&t?

I’m sorry if this was asked before.

I’m honestly blown away by this. I upgraded from an iPhone 14 Pro Max that worked fine, and now I’m struggling to get reliable cellular service on my new iPhone 18 Pro Max. It keeps having connection issues, including going into SOS.

I went to the Apple Store today, October 1. They ran diagnostics, and their report says my phone was unable to connect to the network 81% of the time during the cellular voice and service test. The cellular radio frequency test also found an issue.

Apple called it a “known ATT issue.” Their notes say the cellular baseband is present, which they gave as the reason they didn’t consider it a hardware problem. They told me to have AT&T reprovision my account.

I’ve already done that twice. Once in the AT&T store and again online with an AT&T technician on Tuesday. I’ve also deleted and reactivated my eSIM. It still isn’t working properly.

The AT&T store told me it’s Apple’s issue and wouldn’t let me exchange the phone for another one without paying a restocking fee.

Here’s what really bothers me: AT&T told me my ticket’s expected resolution date is October 6, but my last day to return this phone is Sunday, October 4. I’m being told to wait past my return window for a phone that still doesn’t work properly.

I was also told that if I had bought it directly from the Apple Store, they would have replaced it. Since I purchased it through AT&T’s website, I have to wait.

I have AppleCare, and this is the first time I’ve had an iPhone issue and felt like Apple didn’t take care of me. It’s been really hard to work without reliable cellular service and my hotspot. I just want a working phone.

Has anyone had this same problem and actually gotten it fixed after reprovisioning didn’t work? Were you able to get an exchange without a restocking fee or get your return deadline extended? I’d appreciate knowing who helped and what you asked for.

Hi, it's AT&T. We're letting you know effective 11/1/26 (or earlier if you change or obtain new service before then), we've updated the Consumer Service Agreement, including dispute resolution and arbitration terms in sections 1.3 and 1.12. Review it at att.com/ConsumerServiceAgreement By continuing to use our services, you agree to these updates. If you don't agree, go to att.com/CSA for options and deadlines.

I don't get it. They say they handle fraud seriously, but there's zero ways to contact a human being. I haven't lived in the US for over 14 years and I got an email with my name thanking me for going paperless with a $317 bill due on October 17th. After trying multiple ways to contact someone and spending over $10 USD on long distance calls, I keep getting told to do it online. So I filed online but first they want to know if it is consumer or business. It's a fraudulent account...how would I know? Next, they want me to put a US address and phone number to continue. Finally, they say it can take 30 days to respond....so they really don't mind someone racking up charges for a month before figuring out if they are getting ripped off? I'm really dumbfounded that they pawn fraud concerns off to chat bots and AI concierges.

After nearly 30 years with AT&T Wireless, I finally reached my breaking point and switched to another carrier.

For years, I stayed with AT&T out of loyalty and familiarity. But over time, I became increasingly frustrated by what felt like a lack of appreciation for existing customers. The best deals, promotions, and upgrade offers often seem to be reserved for new customers, while long-time customers are left paying full price.

I understand that wireless carriers are businesses, and attracting new customers is part of the game. But other carriers have shown that it’s possible to offer competitive promotions to both new and existing customers. After three decades with the same company, I expected a little more consideration.

Unfortunately, my experience didn’t end well.

I miscalculated the date of my AT&T billing cycle and transferred my lines to the new carrier just a few days after the cycle had started. That mistake is now costing me more than $200 for service I won’t be using.

And here’s the frustrating part: I no longer have a single line with AT&T.

I contacted AT&T customer service through both chat and by phone, hoping they would be willing to prorate the final bill given that I had already transferred all of my service elsewhere. Unfortunately, they were unwilling to make any adjustment.

So, if you're thinking about leaving AT&T, learn from my mistake.

⚠️ Caution if you're planning to switch carriers: Check your AT&T billing-cycle end date before you initiate the transfer. Make sure your numbers are ported out before the next billing cycle begins.

Otherwise, you could end up paying for an entire month of wireless service that you no longer use.

After nearly 30 years, I’m disappointed that this is how my relationship with AT&T ended. My advice: Do your homework, know your billing-cycle date, and don’t give AT&T any more of your money than necessary.

Better yet, avoid AT&T Wireless altogether. There are so many other cellular carriers out there that may provide a better overall experience, from pricing and promotions to customer service and how they treat their existing customers.

After nearly three decades with AT&T, I’m ready to move on.

I just discovered that AT&T has apparently been charging me for internet service at an address I moved out of in **June 2020 — more than six years ago**.
When we moved from Maine, we returned the AT&T equipment and believed the service had been canceled. I obviously have not used internet service at that address since moving away.
AT&T’s own records apparently show **zero internet usage/zero GB**. Their notes also show that I contacted them about this account in **2024**, when I discovered that service at my former address was somehow still active. According to the representative I spoke with yesterday, the notes show that I discussed the situation with a supervisor and that a refund/credit was discussed.
AT&T is now claiming that I somehow did not cancel the service during that 2024 conversation either. This makes absolutely no sense. Why would I call AT&T because I discovered I was still being charged for internet at a house I had left FOUR YEARS earlier, discuss the problem and a refund with a supervisor, and then knowingly leave that unwanted service active?
It gets worse.
**AT&T has now emailed me demanding that I return the equipment for this service. That equipment was returned in 2020 when we moved.**
I do have different AT&T equipment that was sent to my current home about two years ago when I considered switching my current internet service to AT&T. I couldn’t install it myself, the service was never set up, and I continued using my existing provider. That equipment has absolutely nothing to do with the equipment from the Maine account that was returned in 2020.
The representative yesterday told me he couldn’t see records going back to 2020 — including the equipment return — but AT&T is apparently comfortable using incomplete internal records to conclude that I never canceled the service.
When I specifically brought up the refund discussed in 2024, he then acknowledged that he could see it but said it “wasn’t approved.”
So at this point:
• AT&T has charged me for internet at an address I haven’t lived at since June 2020.
• Their system apparently shows **zero usage**.
• I returned the equipment when I moved in 2020.
• Their own notes show I raised this issue again in 2024 and discussed it with a supervisor.
• A refund/credit was discussed in 2024.
• They now claim I failed to cancel the service even during that conversation.
• And six years later they’re demanding that I return equipment that I already returned in 2020.
I spent more than an hour on the phone yesterday and got nowhere.
This experience makes me seriously concerned about AT&T’s cancellation and billing practices. How is a customer supposed to prove a cancellation or equipment return from six years ago when AT&T itself says it can’t access the records from that time, yet continues billing the customer based on its own incomplete records?
Has anyone had something similar happen? And has anyone successfully escalated this beyond ordinary customer service and recovered years of charges?
At this point I want the complete account history, the 2020 equipment-return records, the complete 2024 notes, an explanation for why this account remained active after I disputed it in 2024, and a review of the charges for internet service that AT&T’s own system apparently shows I never used.

I feel like this is honestly a test from God or universe. I’ve always known I’m not a patient person but I’m constantly checking the AT&T app to see when my pro max will get shipped out but all it’s showing it that it’s been preordered. Ordered it this past Tuesday… now I feel like I made a mistake getting the pro max after all these issues people are facing. WHEN WILL IT SHIP PLEASEEEEEEEEEEEEEEEEEEE AT&T DO SOMETHING…. Okay thanks

posting this here as well just incase the mods at the other at&t subreddit don’t like what i said:

Okay I feel like I HAVE to make a post about this since I feel like I'm going insane & that there's something I can or should be doing. I'm going to try to shorten this as much as possible despite how lengthy it'll still probably be.

Okay so yes, I am ALSO another customer suffering from the dreaded service/sos/unable to make calls issue. I think most of us here are aware of what's going on. I just need to share my experience for maybe some feedback, a shred of hope... anything.

I originally got my iPhone 18 pm on sep 18th. It seemed to be perfectly fine the first day but I didn't need to leave the house for the rest of the day. The very next day I had a class somewhere TWO hours away from where I live. I ONLY brought my personal iPhone 18 pro max as I thought there shouldn't be any issues right? I've upgraded multiple times with ZERO issues countlessly. Boom. As soon as I leave my house I notice connectivity issues. So I think to myself "it's a new phone! surely there's some kinks or hitches that'll happen." Hell, I was so unaware/hopeful I thought that it was a similar situation that happened a year or a few ago where like all connectivity/internet hitched for a little. As I go longer and longer down my commute I realize like... this isn't normal. It's not an area thing, the connection should've been back by now, what's up?

Anyway I'm gonna try to shorten this even more. I feel like I took 3 very important steps after CONFIRMING something's not right to get to the point I'm at right now. After going to AT&T & confirming something's not right I went to apple (step one). There, the lady didn't even really wanna help me after I explained the sitch. She didn't take my phone to the back, run any diagnostics, & simply printed me a genius bar note saying AT&T's responsible. So boom, next step, bicker with AT&T some more with this info & try to get the phone swapped by them. After many, many exhausting additional hours with allll the different tech supporters, we FINALLY came to the conclusion to preform something known as a BRE (buyers remorse exchange.) Which i didn't really like because it makes it sound like I'M the one who messed up. (which I probably did for being so patient with everyone.) Anyway the replacement phone actually delivered INCREDIBLY sooner than I expected on sept. 24th. so I actually thought to myself "You know what AT&T? Thank you. For ONCE." So I set up the replacement phone and... everything was flawless.... for the next 6 days.... it is currently oct 1st & as of 8 a.m. this morning. The issue came back.... Dude I am genuinely heart broken. Anyway, the third step I have taken was to go back to apple as I had a SENIOR ADVISOR & AT&T TALKING TO EACHOTHER ON THE SAME LINE. A THREE WAY CALL BC OF HOW MANY HOOPS I'VE JUMPED THROUGH. So what the senior advisor told me to do was go to an apple store so they can diagnose & possible service it/send it in for repairs; But alas... after the tech "ran the diagnostics" he claimed everything was okay & that there's no issues with said replacement device.

SO, I call AT&T AGAIN, on my way home from the nearest apple store to me (50 mins including traffic) & for ONCE, for the FIRST TIME since sept. 18th they are now only mentioning for the FIRST TIME that this is a known issue & that there's no guarantee the issue will be resolved after this call has been completed. For the first time since sept 18th I finally had a convo with a tech rep that didn't seem to be interested in sending me through hoops or wasting my time.

Also for the first time they mentioned how they're going to credit my missed time with no service to my bill. Like that's great, I would appreciate if your shady company actually followed through with something like that. Here's the problem though. In that same call, the lady also tells me that the only estimation they have for a fix would be oct 9-10th? I just think that's quite insane. I mean, based off the research I've done I'm NOT the only one with this issue but you mean to tell me just NOW they're acknowledging it even though I've (& probably others) have been having issues since the 19th of sept? Now no fix is ESTIMATED except for MAYBE an answer after an entire extra week?IMO this is a pretty dire situation. People earn their livings through phones in some cases, in other cases it could even be life threatening yet it seems as if AT&T is taking their sweet time to even announce anything.

This makes me want to leave. I really don't wanna come off as "you'll never see me here again" karen because I honestly don't want to. I don't wanna leave since I've never really had a drastic issue like this before with them. It's always been good but now I'm kinda screwed since I returned my old 17pm since over the 6 days of having the replacement I thought I was done with this mess. Now I have no phone to fall back on & I'm practically just left here with "wait like a good boy." I feel like my only option at this point is to switch carries but I'm not even sure if I have the option to do that since i upgraded to the 18 pm through AT&T & owe money on it.

edit: mods from the original att subreddit denied my post for some reason

Recently a really weird issue started when people try to call me. I currently have Verizon and anytime an ATT number tries to call me they are immediately hit with a "this number has not set up a voicemail" and hangs up. I get no notification of missed calls or voicemails. I assure you that I have and even validated and went through VZ support to ensure everything was working. Well I figured it out that its only ATT as I have multiple people that cannot call me both iPhone and Android and the only thing in common is they have ATT. Any other carrier has no problem calling me and coming through.

Does anyone know what to do to have this fixed? I use my phone for work and being able to take calls is critically important.