AT&T no longer matching Sprint's 20GB for the price of 10GB promo

[HerdJC]

No, I called on the 22nd and had it start Nov. 6th on the start of my billing cycle. I checked yesterday and they put me on the 2gb plan instead of the 20gb plan.

Now they are saying they are reviewing for the next 2 weeks.

My situation has been similar to yours. Called on the 22nd, couldn't upgrade then because of a "parked" account, promised it would be added by Nov 4. Needless to say, it was never added and I was actually bumped down to a 4GB plan on Nov 4. A couple of phone calls after promises to call back weren't fulfilled.

Got a text! yesterday morning (Nov 8) that said they can't add the plan. Called them back, they acknowledged that a couple of different reps had promised me the 20GB data, but said they were unable to add it and would not continue the issue. Instead, they offered me a $25 adjustment "for my frustration and inability to keep their promise".

Unfortunately, they know they have me by the throat as I have two brand new Next phones (wife's iPhone 6, my 6+) through them. I could pay them off right now, but don't really want to shell out that much money at once. Going to wait a couple of months and pay off one phone at a time and head to Verizon, I guess.

They kept offering me credits and line adjustments and I just told the lady on the phone that while I appreciate those offers, I don't want them and just want the 20GB of data that I was promised by two different representatives. That and the space grey 6+ they canceled without reason after waiting for 5 weeks. Oh well, life moves on.

 

[Ludatyk]

I'm glad that I called back on the 22nd and made them change it to right then, instead of letting it start on the next billing cycle. That's what I was going to do, until I was warned by someone on HowardForums about it.

Definitely agree with you. The deal was just too good to have AT&T future date it for the billing cycle. I asked for them to have it effective immediately. After my bill came through, it was a 4 dollar prorated charge for it to be added within the billing cycle. I'd say it's worth it.. not to go through with the hassle of uncertainty.

 

[Knowimagination]

My situation has been similar to yours. Called on the 22nd, couldn't upgrade then because of a "parked" account, promised it would be added by Nov 4. Needless to say, it was never added and I was actually bumped down to a 4GB plan on Nov 4. A couple of phone calls after promises to call back weren't fulfilled.

Got a text! yesterday morning (Nov 8) that said they can't add the plan. Called them back, they acknowledged that a couple of different reps had promised me the 20GB data, but said they were unable to add it and would not continue the issue. Instead, they offered me a $25 adjustment "for my frustration and inability to keep their promise".

Unfortunately, they know they have me by the throat as I have two brand new Next phones (wife's iPhone 6, my 6+) through them. I could pay them off right now, but don't really want to shell out that much money at once. Going to wait a couple of months and pay off one phone at a time and head to Verizon, I guess.

They kept offering me credits and line adjustments and I just told the lady on the phone that while I appreciate those offers, I don't want them and just want the 20GB of data that I was promised by two different representatives. That and the space grey 6+ they canceled without reason after waiting for 5 weeks. Oh well, life moves on.

You are really just going to accept it and move on? They absolutely can place you on that plan if they submit the ticket there really is no reason to accept it. The couple times i have been in this situation when someone tells me there is nothing they can do I simply ask to speak to someone higher, there is no way that I would let them just say oh well if they admit that they had promised you that plan.

 

[HerdJC]

You are really just going to accept it and move on? They absolutely can place you on that plan if they submit the ticket there really is no reason to accept it. The couple times i have been in this situation when someone tells me there is nothing they can do I simply ask to speak to someone higher, there is no way that I would let them just say oh well if they admit that they had promised you that plan.

I've spoken with multiple supervisors (none of which will return calls, either), had a ticket escalated (which was the result from yesterday. Whoever handles tickets said that they will not add the 20GB), and spent 4 weeks back and forth. No one is willing to do anything about it. If I've continued to escalate the issue as far as they are going to let me escalate it, what other option do I have? If you have a better idea, I'm open to it.

Edit: I went ahead and filed a complaint with the FCC. I figure nothing will come of it, but it just irritates me to be promised something, that promise reiterated multiple times, and then denied it.

 

[likegadgets]

Same problem here. As well as a friend of mine who got the 20gb plan as well. Every time I try to upgrade my phone through Apple it says my current plan is a $40 voice plan. If you select it the next page offers individual data and messaging plans. I can't even get that far with the other 3 phones on our account. I keep getting an error message that there's a problem with the account and I need to visit an Apple Store or call ATT. I have an open case for this that was supposed to have been resolved on Nov 4th. As of the 5th when I called its still open. The CSR tried on her end and got the same problems. She says everything is correct on their end and that all 4 lines are full upgrade eligible. She said it must be in Apples system and to either select the wrong plan on Apple and then call before activating the phone to make sure it's ok or to order through the ATT website. I'd really rather order through Apple. Guess I'll have to wait until some Apple Stores here finally get some supply in and give it a try.


On a side note before Nov 5 if I tried Apple it also gave me all the standard Mobile Share options to pick from. Now those are gone. Just shows the $40 voice plan. Since ATT just added a Next 24 plan in addition to the double data promos, I wonder if Apple is trying to update their ordering system. The Next 24 goes into effect on Nov 9 so hopefully this is fixed soon as I'm getting tired of the issues.

Similar problem at Apple Store. I have the Mobil share 10GB doubled to 20GB. When trying to upgrade one of my lines to an iPhone 6 at the Apple Store the system wanted us to choose a new data plan. Calling AT&T they said too bad, if you choose a new plan we cannot add back the 10GB doubled. A supervisor said the same thing. A manager, was smarter. He just temporarily removed that line from the share group.That allowed the system at Apple to proceed with the iPhone upgrade, and he then re-added the line to the share group. This took over an hour of angry calls. Apple rep was luckily patient in a very crowded store. Years of iPhones and AT&T cannot get it's act together .

 

[Knowimagination]

I've spoken with multiple supervisors (none of which will return calls, either), had a ticket escalated (which was the result from yesterday. Whoever handles tickets said that they will not add the 20GB), and spent 4 weeks back and forth. No one is willing to do anything about it. If I've continued to escalate the issue as far as they are going to let me escalate it, what other option do I have? If you have a better idea, I'm open to it.

That would honestly frustrate me enough to leave. There really is no reason for them to not put you on it through the ticket resolution. Sorry to see that you have gone as far as you can and that they are unwilling to be helpful. If I think of a better idea I will certainly pass it along.

 

[ssl0408]

Any idea when this update problem will be resolved? I upgraded the same day I got this 20GB plan, but I need to return my phone (defective) and was hoping to do an exchange at the Apple Store. AT&T says I will lose the plan and I should just order from them. They claim its a known issue but it's Apple's problem essentially. I refuse to buy it from AT&T. Apple offered no guidance.

 

[T5BRICK]

Any idea when this update problem will be resolved? I upgraded the same day I got this 20GB plan, but I need to return my phone (defective) and was hoping to do an exchange at the Apple Store. AT&T says I will lose the plan and I should just order from them. They claim its a known issue but it's Apple's problem essentially. I refuse to buy it from AT&T. Apple offered no guidance.

If you take your phone in for a warranty replacement, it won't affect your plan at all.

 

[Yardman1977]

I've spoken with multiple supervisors (none of which will return calls, either), had a ticket escalated (which was the result from yesterday. Whoever handles tickets said that they will not add the 20GB), and spent 4 weeks back and forth. No one is willing to do anything about it. If I've continued to escalate the issue as far as they are going to let me escalate it, what other option do I have? If you have a better idea, I'm open to it.

I was told last week by an agent that there was 1 spvr who has final say in adding this plan back.....so call retentions and tell agent to please email the supervisor who is in charge of the 20 for 10 gig deal problem Cases. Tell agent to detail yor problem and include any notes from yor record ..if they tell you that theyre isnt a spvr who does that then say thank you and call back and keep trying other agents who may know the name of whch spvr to email..there are lots of retention agents so sooner or later you will get a hold of someone who knows the right person to email....if you have notes in yor record before oct 24th stating that you were offered the plan....or even if you were just told that you had til oct 31st to call.back to get the plan....then you will have a chance of getting the 20 for 10 plan...of course they could have changed their policy since last week and arendt allowing anyone back on the plan but its still worth a try

 

[ssl0408]

If you take your phone in for a warranty replacement, it won't affect your plan at all.

Yes, that's correct but I'm within the 14 day return window so I want a new phone in a retail box.

 

[T5BRICK]

Yes, that's correct but I'm within the 14 day return window so I want a new phone in a retail box.

Well, I'll never understand why people do this. But that's not what this thread is about so good luck.

 

[mashinhead]

Verizon is now offering a $150 credit. Per phone number transferred over for a limited time. Anyone use this?

 

[Vegaspilot]

Similar problem at Apple Store. I have the Mobil share 10GB doubled to 20GB. When trying to upgrade one of my lines to an iPhone 6 at the Apple Store the system wanted us to choose a new data plan. Calling AT&T they said too bad, if you choose a new plan we cannot add back the 10GB doubled. A supervisor said the same thing. A manager, was smarter. He just temporarily removed that line from the share group.That allowed the system at Apple to proceed with the iPhone upgrade, and he then re-added the line to the share group. This took over an hour of angry calls. Apple rep was luckily patient in a very crowded store. Years of iPhones and AT&T cannot get it's act together .

Geez even in store there's a problem. That's ridiculous. And they wonder why people are leaving for other carriers.

 

[pdxmatts]

Similar problem at Apple Store. I have the Mobil share 10GB doubled to 20GB. When trying to upgrade one of my lines to an iPhone 6 at the Apple Store the system wanted us to choose a new data plan. Calling AT&T they said too bad, if you choose a new plan we cannot add back the 10GB doubled. A supervisor said the same thing. A manager, was smarter. He just temporarily removed that line from the share group.That allowed the system at Apple to proceed with the iPhone upgrade, and he then re-added the line to the share group. This took over an hour of angry calls. Apple rep was luckily patient in a very crowded store. Years of iPhones and AT&T cannot get it's act together .

At least we now know how they can do it if we want to buy through Apple and that it can be done. Thanks for the heads up.

 

[100]

I am new to using the my Att app, how do I verify how much I am paying for the value share 20 gb? It is showing $160 in some parts then when I go to modify it shows to downgrade to value share 10 gb. I still have 5 more days to my next bill cycle to verify. Any help!?

 

[Resendetra]

I am new to using the my Att app, how do I verify how much I am paying for the value share 20 gb? It is showing $160 in some parts then when I go to modify it shows to downgrade to value share 10 gb. I still have 5 more days to my next bill cycle to verify. Any help!?

You won't officially know until your next bill comes in. If the price is showing the same as the 10GB plan on the "change plan" page, you should be okay.

 

[MattMJB0188]

Just a heads up to anyone with this plan. If you try upgrading your phone with AT&T premier to a different phone, it will not give you the option to retain this plan. You are only given the option to pick from one of AT&T's current offerings.

 

[Resendetra]

Just a heads up to anyone with this plan. If you try upgrading your phone with AT&T premier to a different phone, it will not give you the option to retain this plan. You are only given the option to pick from one of AT&T's current offerings.

Yes, unless you call the retention department yourself and tell them you want to upgrade a phone, but keep the plan. Since they were the ones that gave us the plan, they're the only ones that can now do upgrades. Until they decide to fix it in the system.

 

[Act3]

I called today, told them I was considering switching to Verizon since they offer 15 gb share plan for same price that AT&T has for the 10 gb plan.

They offered me 15 gb for price of 10gb.

 

[ssl0408]

I called today, told them I was considering switching to Verizon since they offer 15 gb share plan for same price that AT&T has for the 10 gb plan.

They offered me 15 gb for price of 10gb.

It's not as good as the 20GB offer, but not bad either!

 

[MattMJB0188]

Yes, unless you call the retention department yourself and tell them you want to upgrade a phone, but keep the plan. Since they were the ones that gave us the plan, they're the only ones that can now do upgrades. Until they decide to fix it in the system.

Absolutely ridiculous! They can't preorder phones. I wanted the Nexus 6, but I shouldn't have to choose a new plan. UGH I hate AT&T.

 

[ssl0408]

Absolutely ridiculous! They can't preorder phones. I wanted the Nexus 6, but I shouldn't have to choose a new plan. UGH I hate AT&T.

I upgraded yesterday through the retention department because of the plan not being listed on the various websites. AT&T doesn't seem to be aware that customers are having a problem upgrading. The rep seem surprised.
I told her several times that I don't want to change my plan so I hope nothing goes wrong.

 

[MattMJB0188]

I upgraded yesterday through the retention department because of the plan not being listed on the various websites. AT&T doesn't seem to be aware that customers are having a problem upgrading. The rep seem surprised.
I told her several times that I don't want to change my plan so I hope nothing goes wrong.

Well I have become somewhat of an expert on their pathetic system. If they have to put a "temporary" plan on the account or remove your existing plan in any way, then its pretty much gone. The CS rep told me when I inquired about this to just pick a new plan and have AT&T restore your old plan. I laughed.

I know with upgrading phones your old plan stays until the new device is activated, then the new plan kicks in.

 

[ssl0408]

Well I have become somewhat of an expert on their pathetic system. If they have to put a "temporary" plan on the account or remove your existing plan in any way, then its pretty much gone. The CS rep told me when I inquired about this to just pick a new plan and have AT&T restore your old plan. I laughed.

I know with upgrading phones your old plan stays until the new device is activated, then the new plan kicks in.

As far as I know she didn't change my plan, but I believe what you're saying. I explained to the retention department rep all the trouble I was having trying to upgrade via Apple and she promised (lol) that my plan wouldn't change if I ordered while on the phone with her. So far it hasn't changed.

 

[MattMJB0188]

As far as I know she didn't change my plan, but I believe what you're saying. I explained to the retention department rep all the trouble I was having trying to upgrade via Apple and she promised (lol) that my plan wouldn't change if I ordered while on the phone with her. So far it hasn't changed.

Yeah I see through Apple.com that it only gives me single data plan options, despite being on a mobile share plan.

I hope you are right, because if this plan is lost its gone. Lets hope that when you activate your new device your plan doesn't automatically change over to 10GB for $100 or something.