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ATT iPhone 5 Pre-order thread

Couple of things about AT&T:

  • AT&T CSR (Customer Service Reps) in stores, on the phone (611) do not have access to the order information/status updates for e-commerce orders. They can only see the latest status pushed out by the database. They cannot modify or cancel e-commerce orders.
  • Only the e-commerce team has access to new orders placed online, upgrades placed online or accessories bought online.
  • Anyone who tells you otherwise is wrong, misinformed or intentionally lying to you to get you off the phone.
  • If you placed your order online and included adding a new line to obtain the $199 price-point for iPhone 5, you have ALREADY accepted the terms/conditions of AT&T service by clicking "Submit Order" the second time. CSRs read from a different order database for orders/condition acceptance. It takes SEVENTY-TWO hours for this database to propegate from e-commerce to 611-CSRs.
  • As mentioned at least a hundred times now there are only two status modes for AT&T orders placed ANYWHERE, EVER. Those are PROCESSING/SHIPPING. Everything else is just a different word for one of those.
  • Back-ordered but got an e-mail guaranteeing 9/21 ship date? You WILL receive your phone the 21st. Due to the high volume of CSRs and e-commerce people accessing databases, there's a HUGE lag in updates. If no shipment goes out to you by Thursday THEN panic.
  • AT&T uses FIFO (First In, First Out) plus conditions. If you're the first person to order an iPhone 5 but are a deadbeat (account late every month with money, overdue, disconnections, etc. You MIGHT be skipped).

Source: Me, I work at an AT&T retail store.
 
dmk1974 said:
So how many here had their Premier order outright "Cancelled" for no apparent reason? I've been on hold so far for 25 minutes and nobody yet to tell me what the deal was. My order had said it would deliver 9/21, now it sounds like if I can re-order I won't get it for 3 weeks or so.

My credit card still shows a couple of $1.00 pre-authorizations on it, even though the status said cancelled on Saturday.
Click to expand...

Same here, ordered through premier 7.45AM EST, got canceled on Saturday morning, called them both regular and premier service, hold and talk for 2 hrs. Finally, they said nothing we can do for canceled order, you will have to order a new one.

She kept telling me "it's new iphone 5 with new design and ...", the phone is in high demand when I talked about my canceled order.

I went to order at the local store instead, so much easier. got the receipt, and full amount pending right away.
 
nicoleCL said:
I think you have the best news among us lol, most of us have not received the text, and still backordered, pretty sure you will receive yours on the 21st :)
Click to expand...

I ordered mine shortly before 830AM EST on the 14th. Got an instant confirmation saying my delivery date was the 21st. Pending charge on my card. Txt msg a couple of hours later. My order status never showed up as backordered, but it's still in the same spot it was on Friday. Processing. I don't recall getting that email about accepting the TOS that everyone is mentioning though. Might have, but it doesn't stand out in my mind. Strange thing I don't understand is that there are playing saying they ordered before I did, but got the confirmation email saying it would ship in 14-21 days. I wouldn't trust what an AT&T rep tells you either. They probably don't know any more than everyone else here knows. I've had AT&T for 13 years. Never had to call their customer service number for anything and they've never screwed up my bill, but I still wouldn't trust that they have any idea what's going on with this.
 
Just called my AT&T store I pre ordered at and they told me that I was guaranteed for Friday ... The manager told me to disregard the emails and the site... I pre ordered at 10am est in store.... Hopefully it is what they are telling me
 
If you haven't received your email it will be okay. I remember last year I was worried like most of you or my credit card wasn't touched. By Wed / Thursday you will see the charge come in. The last couple years they have been doing it that way.

It will be okay everyone... we will get our phones on time. Also by Wed check your apple account if you order it from there you will see your shipping information too.
 
abtm said:
Couple of things about AT&T:

  • AT&T CSR (Customer Service Reps) in stores, on the phone (611) do not have access to the order information/status updates for e-commerce orders. They can only see the latest status pushed out by the database. They cannot modify or cancel e-commerce orders.
  • Only the e-commerce team has access to new orders placed online, upgrades placed online or accessories bought online.
  • Anyone who tells you otherwise is wrong, misinformed or intentionally lying to you to get you off the phone.
  • If you placed your order online and included adding a new line to obtain the $199 price-point for iPhone 5, you have ALREADY accepted the terms/conditions of AT&T service by clicking "Submit Order" the second time. CSRs read from a different order database for orders/condition acceptance. It takes SEVENTY-TWO hours for this database to propegate from e-commerce to 611-CSRs.
  • As mentioned at least a hundred times now there are only two status modes for AT&T orders placed ANYWHERE, EVER. Those are PROCESSING/SHIPPING. Everything else is just a different word for one of those.
  • Back-ordered but got an e-mail guaranteeing 9/21 ship date? You WILL receive your phone the 21st. Due to the high volume of CSRs and e-commerce people accessing databases, there's a HUGE lag in updates. If no shipment goes out to you by Thursday THEN panic.
  • AT&T uses FIFO (First In, First Out) plus conditions. If you're the first person to order an iPhone 5 but are a deadbeat (account late every month with money, overdue, disconnections, etc. You MIGHT be skipped).

Source: Me, I work at an AT&T retail store.
Click to expand...

This is good to know! Thanks!!
 
tsmithgolf2000 said:
My ability to cancel the pre-order (through Premier) finally was removed today. That's got to be promising!
Click to expand...

Same here. Checked this morning and I could still cancel. Just checked now (1pm) and the "Cancel Pre-Order" button is now gone. Not sure what it means but it's just nice to see something happen.

Ordered via Premier 9/14 6:45am EST - 16GB Black
 
abtm said:
Couple of things about AT&T:

  • AT&T CSR (Customer Service Reps) in stores, on the phone (611) do not have access to the order information/status updates for e-commerce orders. They can only see the latest status pushed out by the database. They cannot modify or cancel e-commerce orders.
  • Only the e-commerce team has access to new orders placed online, upgrades placed online or accessories bought online.
  • Anyone who tells you otherwise is wrong, misinformed or intentionally lying to you to get you off the phone.
  • If you placed your order online and included adding a new line to obtain the $199 price-point for iPhone 5, you have ALREADY accepted the terms/conditions of AT&T service by clicking "Submit Order" the second time. CSRs read from a different order database for orders/condition acceptance. It takes SEVENTY-TWO hours for this database to propegate from e-commerce to 611-CSRs.
  • As mentioned at least a hundred times now there are only two status modes for AT&T orders placed ANYWHERE, EVER. Those are PROCESSING/SHIPPING. Everything else is just a different word for one of those.
  • Back-ordered but got an e-mail guaranteeing 9/21 ship date? You WILL receive your phone the 21st. Due to the high volume of CSRs and e-commerce people accessing databases, there's a HUGE lag in updates. If no shipment goes out to you by Thursday THEN panic.
  • AT&T uses FIFO (First In, First Out) plus conditions. If you're the first person to order an iPhone 5 but are a deadbeat (account late every month with money, overdue, disconnections, etc. You MIGHT be skipped).

Source: Me, I work at an AT&T retail store.
Click to expand...

Thank you!

I'm "processing" and only received an initial email at 8:30 a.m. EST on 9/14/12 stating "Your iPhone has been reserved and should arrive as soon as Sept 21, 2012".

I received the terms of my updated AT&T plan on 9/17/12.
 
abtm said:
Couple of things about AT&T:

  • AT&T CSR (Customer Service Reps) in stores, on the phone (611) do not have access to the order information/status updates for e-commerce orders. They can only see the latest status pushed out by the database. They cannot modify or cancel e-commerce orders.
  • Only the e-commerce team has access to new orders placed online, upgrades placed online or accessories bought online.
  • Anyone who tells you otherwise is wrong, misinformed or intentionally lying to you to get you off the phone.
  • If you placed your order online and included adding a new line to obtain the $199 price-point for iPhone 5, you have ALREADY accepted the terms/conditions of AT&T service by clicking "Submit Order" the second time. CSRs read from a different order database for orders/condition acceptance. It takes SEVENTY-TWO hours for this database to propegate from e-commerce to 611-CSRs.
  • As mentioned at least a hundred times now there are only two status modes for AT&T orders placed ANYWHERE, EVER. Those are PROCESSING/SHIPPING. Everything else is just a different word for one of those.
  • Back-ordered but got an e-mail guaranteeing 9/21 ship date? You WILL receive your phone the 21st. Due to the high volume of CSRs and e-commerce people accessing databases, there's a HUGE lag in updates. If no shipment goes out to you by Thursday THEN panic.
  • AT&T uses FIFO (First In, First Out) plus conditions. If you're the first person to order an iPhone 5 but are a deadbeat (account late every month with money, overdue, disconnections, etc. You MIGHT be skipped).

Source: Me, I work at an AT&T retail store.
Click to expand...

Thanks for the info. When I order mine today, should I do in store or online? Or does that matter? Trying to see what is "quicker" since will be shipping my old phone out on Oct. 1st.
 
abtm said:
Couple of things about AT&T:

  • AT&T CSR (Customer Service Reps) in stores, on the phone (611) do not have access to the order information/status updates for e-commerce orders. They can only see the latest status pushed out by the database. They cannot modify or cancel e-commerce orders.
  • Only the e-commerce team has access to new orders placed online, upgrades placed online or accessories bought online.
  • Anyone who tells you otherwise is wrong, misinformed or intentionally lying to you to get you off the phone.
  • If you placed your order online and included adding a new line to obtain the $199 price-point for iPhone 5, you have ALREADY accepted the terms/conditions of AT&T service by clicking "Submit Order" the second time. CSRs read from a different order database for orders/condition acceptance. It takes SEVENTY-TWO hours for this database to propegate from e-commerce to 611-CSRs.
  • As mentioned at least a hundred times now there are only two status modes for AT&T orders placed ANYWHERE, EVER. Those are PROCESSING/SHIPPING. Everything else is just a different word for one of those.
  • Back-ordered but got an e-mail guaranteeing 9/21 ship date? You WILL receive your phone the 21st. Due to the high volume of CSRs and e-commerce people accessing databases, there's a HUGE lag in updates. If no shipment goes out to you by Thursday THEN panic.
  • AT&T uses FIFO (First In, First Out) plus conditions. If you're the first person to order an iPhone 5 but are a deadbeat (account late every month with money, overdue, disconnections, etc. You MIGHT be skipped).

Source: Me, I work at an AT&T retail store.
Click to expand...
Nice info! Since you work at the retail store. I got question? I use my wife phone number to upgrade(to make long story short). Since iphone 5 uses nano sim. Changing sim does not work anymore. How could I transfer my personal number to the new iphone 5?
 
Mine came off 'backordered' just now...but like we've been discussing, probably doesn't mean anything.

I feel like I will get it Friday...got my order in 530 am CST, as soon as I could get Premier to work - started at 2am.

If i had been able to get it shipped to my work I wouldn't be worried at all - apparently my billing addres is still my parents house so I have to worry if someone is home on delivery day - someone WILL be home this Friday so it would just be wonderful if it came on the 21 so I know it can be signed for. Last time for the 4 I guess we were able to easily change the shipping to work because it came here and I didn't have to worry about when it was showing up - it came a day early. I was not going to switch my credit card billing address to my work though just for this.
 
mykelala01 said:
Nice info! Since you work at the retail store. I got question? I use my wife phone number to upgrade(to make long story short). Since iphone 5 uses nano sim. Changing sim does not work anymore. How could I transfer my personal number to the new iphone 5?
Click to expand...

Take it to an AT&T store and let them do it.
 
tsmithgolf2000 said:
My ability to cancel the pre-order (through Premier) finally was removed today. That's got to be promising!
Click to expand...

Mine just disappeared too. I'm officially letting myself get excited now! :D

The best part is I had an alarm set to wake up at 3AM EST on 9/14, but slept through it. I somehow woke up on my own around 6AM, rushed to my laptop, only to find out that it was sold out at Apple.com. So I placed the order through AT&T against my better judgment (because I've seen so many horror stories). Looks like I made the right move, though.

Still, I'm going to try to tamper my expectations until I have it in hand.
 
azc041094 said:
Am I the only one that can't enter with his account to this page?

https://www.att.com/eos/unauth/eosLogin?productType=wireless
Click to expand...

For what it's worth, the order number that came with my original email is different than my order number now.

OR you can try omitting the first 4 digits of the order number and see if that works. Mine started with "1010" and I took those four numbers off and it worked.

I signed into at&t with my wireless info as I do for account management (pay bills, etc.) and then clicked on "My Orders". You should be able to enter either your Order ID, Order Number, Cell number to find your order there.
 
Since i pre ordered the iphone 5 on release day at 3:00 am est. I haven't received no emails from AT&T whatsoever. I got the confirmation page when the order went through, and there is a $1.00 pending charge on my credit card from AT&T on my account. I am unsure what to do!! Can someone help me? I just signed up for AT&T to get the Iphone 5
 
azc041094 said:
Am I the only one that can't enter with his account to this page?

https://www.att.com/eos/unauth/eosLogin?productType=wireless
Click to expand...

I keep getting the error for every possible combo I can think of:
------------------------
E0019: No order was found. If you recently placed an order, please try again later. Note: Information for orders placed within the past 24 hours may not be available.
------------------------

I ordered through my local store. Here's hoping that I get mine on the 21st...

BTW, I do have a $2xx.xx charge on my account from AT&T if that means anything.
 
Last edited:
mwhals said:
It worked fine for me. Are you using your cell phone number with area code for the account? That is the way to do do it, although you may be doing it right already.
Click to expand...

I can see the order status just putting my cellphone and area code but I can't see it putting username and password
 
Hammie said:
I keep getting the error for every possible combo I can think of:
------------------------
E0019: No order was found. If you recently placed an order, please try again later. Note: Information for orders placed within the past 24 hours may not be available.
------------------------

I ordered through my local store. Here's hoping that I get mine on the 21st...

BTW, I do have a $2xx.xx charge on my account from AT&T if that means anything.
Click to expand...

Did you get an initial email with confirmation of your order? I ordered online so I have a web ID number and I used that to look it up.

If you ordered in the store, perhaps there's an order number on the receipt?
 
Thanks for the info. When I order mine today, should I do in store or online? Or does that matter? Trying to see what is "quicker" since will be shipping my old phone out on Oct. 1st.
Click to expand...

Going through a manufacturer is always faster than the carriers although AT&T does have more stock than most carriers.

Nice info! Since you work at the retail store. I got question? I use my wife phone number to upgrade(to make long story short). Since iphone 5 uses nano sim. Changing sim does not work anymore. How could I transfer my personal number to the new iphone 5?
Click to expand...

SIM cards whether NANO, Micro or standard size are always scanned in and attached to a phone number your SIM is scanned at the UPS/AT&T warehouse most likely where it's put in the phone. When you receive the phone activate it like you would through Apple normally then ask an AT&T store if they have a spare NANO SIM. If they don't (very likely) you'll have to order one from 611 and assuming they have any, you'll get it in two days priority mail from USPS.
 
I checked my status around 7 AM this morning and it had the option to "Cancel Pre-Order". Now at 10:25 AM, in class, I was bored and decided to check and the option to cancel has now disappeared. I hope this means something, but I highly doubt I'm going to get the iPhone in the first shipment. the e-mail claims, 14-21 days, as does Apple. So don't expect the phone soon.
 
tsmithgolf2000 said:
My ability to cancel the pre-order (through Premier) finally was removed today. That's got to be promising!
Click to expand...

Mine 'cancel button' kept coming and going, until finally my backorder went from 1 to 0. Now it's been back permanently. I'm just happy there has been movement on my account - at least I know they're doing something with my account!!!!!
 
Pre-Order processing

My status page has removed the option to cancel with the wording
Status Preorder Processing
within the past hour.
64 White Ordered at 6:30 AM CST through premier site, paid via monthly billing.
another order placed an hour later for 32 white has changed as well.
 
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