Anybody know a fix for "IRU" error?

Discussion in 'iPhone Tips, Help and Troubleshooting' started by slippery-pete, Jul 12, 2008.

  1. slippery-pete macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #1
    After 5 hours at local Apple store yesterday, and another hour today I am still getting the "IRU" error. Had my FAN removed on Wednesday but my account it still show up as corporate. For some reason removing the FAN was enough for some but I am stuck.

    Anybody know what to do? As of yesterday, At&T had no reason as to why it was happening and no fix. Anybody know a fix for it?

    Thanks in advance for the help
     
  2. GfPQqmcRKUvP macrumors 68040

    GfPQqmcRKUvP

    Joined:
    Sep 29, 2005
    Location:
    Terminus
    #2
    There's no one answer. It worked for me yesterday when I removed the discount in the morning.


    Call ATT and tell them to take the small business or corporate flag off of your account. Just insist that it's not working and you're still identified as business...
     
  3. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #3
    Tried that yesterday. They claimed they took everything off. Interestingly enough, if I call 611 I get transferred to small business...
     
  4. GfPQqmcRKUvP macrumors 68040

    GfPQqmcRKUvP

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    #4
    Exactly, not everything is off, and your transfer to small business is an indication of that. I don't really know what else to suggest besides telling them that you're being transferred to business customer care, and you do not want to.

    Sorry :(
     
  5. fishkorp macrumors 68020

    fishkorp

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    Ellicott City, MD
    #5
    I was told it depends on the size of the corporate account on how it's handled. If you work for a small company that gets a 3% discount, when you call to remove the discount the IRU status is gone. If you work for a large company with a 25%+ discount (like Lockheed Martin, Boeing, etc) then the account is still flagged in the system. They currently have no way around it other than going to AT&T. At least that's what they said yesterday.
     
  6. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #6
    It was my wife's old company. Pretty small, we got a 10% discount.

    AT&T is really clueless
     
  7. mactree macrumors regular

    Joined:
    Sep 3, 2006
    #7
    'BMG Indicator' is the key

    I had all FAN's removed yesterday, waited 24 hrs. Still as of this morning, Apple was getting the error when trying to set me up with a phone. I called At&t and this time told them to remove the BMG indicator and it worked instantly. Good luck!
     
  8. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #8
    You purchased at Apple after it was removed? Calling now
     
  9. demiurgical macrumors member

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    Jun 29, 2007
    Location:
    NYC
    #9
    On phone now with ATT. Having the rep remove BMG indicator. She says she's going to fill out the paper work and it's going to take about 4 hours to process it afterwards... :(
     
  10. mactree macrumors regular

    Joined:
    Sep 3, 2006
    #10
    I'd call back and get someone else. Sounds like she doesn't know what she's doing...

    This was an instant fix. It would explain why some had quick results and others did not. My FAN was removed yesterday, but they had not removed the BMG indicator.

    and remember to quickly get them it's 611 then 1 (to confirm number) then 0 and 0 again
     
  11. slippery-pete thread starter macrumors 65816

    slippery-pete

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    Jun 23, 2007
    #11
    On with them right now...30+ minutes also filling out paperwork
     
  12. Fluidmusic00 macrumors member

    Joined:
    Jun 23, 2007
    Location:
    Central Florida
    #12
    Having the same issues. Got to the apple store at 730am yesterday, waited til 330pm to get in. Got the IRU error, called and removed the FAN removed right away. Within minutes the FAN # didn't show up on my online account. Tried to go through the process a few times for 2 hours, and no luck. Finally the apple rep called some private ATT line and the person said they will take care of everything in a few hours. When back at 9pm, and it failed again. Called ATT again and they said they would submit the request again, but nothing can be done now since it's automatically done.

    Woke up this morning, called and ATT said it has no clue where it is in the process. Called at 2pm and got the same thing.

    The only difference since removing fan is, when I call 611 I am now directed to a normal ATT line. Yesterday I was directed to a small business line. I asked an ATT rep about that yesterday and she said, they were probably just directing some calls to the business lines as overflow. The rep at 2pm said they could have fixed my line, but not called me. She said she has no clue what the status is. And by fixed she said "fix the problem that's not allowing me to buy the phone at Apple". They really are being pretty vague.

    Luckily the nice apple reps have a phone and accessories on hold for me, but say I should wait for a call from ATT first before I come back in. Any advice would be great. And keep sharing your stories.
     
  13. nparmelee macrumors 6502

    Joined:
    Jan 23, 2008
    #13
    We had this problem yesterday at the Apple store, Called AT&T from the Apple store and they were useless, went to the AT&T store, talked to the manager, no IRU indicator or FAN associated with our account. He gave us his card. Went back to Apple store, waited in line for 10 minutes again, got another person who said we still had an IRU. We explained that we had just been to AT&T, no IRU, had the guy call the AT&T store manager, then he called somebody else, 30 minutes later they had it cleared up and we went home with 2 iPhones. Persistence and patience are the key.
     
  14. hard-case macrumors regular

    hard-case

    Joined:
    Jul 10, 2007
    #14
    Same thing as mine. Was told by a CS rep long before I bought the phone everything was removed, and I'm eligible and good to go. IRU'd. Drove over to a Corporate Store to get it taken care of, they said yes, it is removed and I'm goog to go. IRU'd again. Only difference is at the end of the day I ran it through as a new line. Trying to resolve that now but AT&T is very courteously giving me the shaft.

    They want me to return the iPhone (get hit with the restocking fee!), and if I'm lucky enough for them to do it "buy" the same one (cause Apple is outta stock around where I am) and go through the process again from step one. Funny part is....they admitted that they want me to go through this process even though they CAN NOT verify I won't get IRU'd again, which would leave me out the restocking fee, out the purchase cost of the iPhone for another 3-5 business days, and without a phone. They wouldn't even consider doing up a SIM card for my old line as a backup until the situation is somehow resolved. Very not happy with AT&T right now.

    I think there's a heck of a lot more going on here than meets the eye, and while I applaud AT&T's phone support for their courteousness and professionalism, they don't seem to be interested in offering viable solutions.
     
  15. bperkins macrumors member

    Joined:
    Mar 20, 2002
    Location:
    GA
    #15
    Here is what I did.......(short story.....could not remove IRU error and in the end ordered from AT&T):

    I called AT&T on Tuesday of this week to make certain I did not have a discount on my account and even asked if I would be able to purchase at an Apple Store. Gave me the all clear.

    Drove to closest Apple Store (hour away) and I am embarrassed to say that I waited a total of 6 hours to even get in the door. Since I was a current iPhone user it was quick once I was inside. Got IRU error multiple times called AT&T multiple times to have cleared, rebooted the Pocket PC device still received error. Told Apple Rep to try a new line of service and I would straighten AT&T out after the fact. Gave an error that I already had service, so that would not work. Called AT&T again to fix the IRU issue they say it was not there but we still kept getting the error. AT&T even tried to blame Apple and suggested for Apple to contact their IT support to resolve. Was spent at this point so I spoke to manager about holding until tomorrow...wish granted (surprised by this).

    Called AT&T again on the way home and they said it could take 72 hours to clear. At this point I had so many different stories from them did not know what to believe. Waited until this morning and called again this time I was getting small business. Decided not to go to Apple again and instead went to local AT&T store, no line and no stock. I ordered a 16GB White since they claim that they could not order 16GB Black...whatever just get me the damn phone. Should have by next week.....I hope. Called Apple when they opened and spoke to the manager that was kind enough to hold and told him to release and give to another fellow Apple enthusiast.

    I wanted to purchase from the Apple Store because one I had a $250 gift card to use, and the other reason was I did not want an AT&T employee touching my iPhone....prefer Apple because "they get it"!

    Only wish I could have gotten black the white looks good but feminine if you ask me. Yeah I know I could get a case, but I prefer to enjoy the Apple design in naked form.
     
  16. Fluidmusic00 macrumors member

    Joined:
    Jun 23, 2007
    Location:
    Central Florida
    #16
    I have a friend who is trying to open a new account to get the phone, and then cancel, the replace the phone with their existing line. Sounds too risky to me. If it works or not, i'll keep the board updated.

    My experience with ATT is that their CSR's are somewhat courteous, but extremely unhelpful. Not sure if it's their fault or if their hands are tied. Regardless, apple and att should have had a contingency plan for this issue.
     
  17. Fluidmusic00 macrumors member

    Joined:
    Jun 23, 2007
    Location:
    Central Florida
    #17
    For anyone having the IRU issue at the apple store, if you dial 611 and go through the menu, I think it's (1, then 0, then 0, then 2 if there is a survey), do you get connected to business services, or some normal "Welcome to the new ATT" line?

    Thanks!
     
  18. demiurgical macrumors member

    Joined:
    Jun 29, 2007
    Location:
    NYC
    #18
    I get connected to business customer service everytime. I need it to stop doing that errrrr :mad:
     
  19. demiurgical macrumors member

    Joined:
    Jun 29, 2007
    Location:
    NYC
    #19
    Looks like their system is applying a big update. It's been about 2 hours already. If you call in they'll tell you that they can't check anything since their system is being updated. Hopefully everything will be fixed when it's done! ~
     
  20. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #20
    I pray....this has been nothing but a complete joke on both At&T and Apples part.
     
  21. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #21
    I was offered that solution Friday and tried it...didn't work.
     
  22. Fluidmusic00 macrumors member

    Joined:
    Jun 23, 2007
    Location:
    Central Florida
    #22
    Went to the Apple Store at 8pm, and everything worked just fine. I guess they finished everything up, but didn't call me. ATT Sucks, but I got my iPhone. Apparently when I call 611 now I don't get the business line, I would think this has something to do with a change in my account.

    I read on another board that you can call the IRU department phone number 18669073484, and they can give you status update. They know a lot more than the 611 line, business or not. Good luck to all.
     
  23. slim0001 macrumors newbie

    Joined:
    Jul 12, 2008
    #23
    IRU error

    Thanks for the phone number tip. I just called 611 and it was giving me "technical difficulty" this time. I noticed it was still trying to forward me to small business. I then called 1-866-907-3484 number and heard "welcomed to new AT&T". Spoke to ATT rep who says there seems to be an unresolved issue with my account and will contact me when it's resolved (and gave me a big range of est 4 to 48 hours). By now, I spent total about 10 hours in Apple store yesterday and today, not to mention 3 round trips of 25 miles distance. I will try one more time tomorrow if ATT resolves this IRU error issue...
     
  24. hard-case macrumors regular

    hard-case

    Joined:
    Jul 10, 2007
    #24
    Trust me, you're better off without it. Sure they're very nice about it, but when strip away all the nice words and talk, the nuts and bolts of it is that they're washing their hands of the whole situation. I've been through three different customer service reps and two managers and their solution is the same thing...."their hands are tied". They won't tell me how or why, just that that is the case and their is nothing they can do. It's like they don't even own their own damn network!

    The only "solution" they keep pushing on me is to take the iPhone back to the Apple store (assuming the store has another one I can buy), return it, and buy a new one. Of course, not a single one of them could guarantee me that the IRU error will not occur again (I've heard that twice from them before and both times were lies), so it's less of a solution and more of a "we say we care about your business but we're trying like hell to wash our hands of the whole sordid affair".

    Fluidmusic00 is absolutely right...they are very courteous, but are extremely unhelpful. I'm to the point where I'll just wait the 30 days, pay the ETF, and hopefully by then they magic dust will be out so I can run it on another network. This is the kind of crap I left Verizon for 5 years ago!
     
  25. slippery-pete thread starter macrumors 65816

    slippery-pete

    Joined:
    Jun 23, 2007
    #25
    Ok, just called 611 from my phone and get the message to call back because they are closed. I am pretty sure Small Business is open 7 days a week. Does this mean my issue has been corrected?
     

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