Carrier Att won’t let me upgrade through other retailers.

thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
So last year I got the iPhone XS Max and just paid 50% off, I am on the next every year.

So since I just paid the 50% I should be able to upgrade, problem is if I trade in my current device I still have to pay $625? Wtf!

Only way to get around this is to buy the stupid phone through att and go with the next every year and have to pay $5 monthly extra!
It’s stupid as hell! That’s extra $60 yearly that won’t even go towards the phone.

I’ve never had issues upgrading my phone through apple/Best Buy/ or target but when I try to upgrade through any of them I still get promoted to pay $625...makes no sense!

I called 5 different reps, chat, the store and nobody has a clue.
 

thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
Are you sure you weren’t on the Next plan where you had to pay 80% off to upgrade?
Yes, I’m pretty sure.
They even verified I was next every year.
It’s available to upgrade but only through att.
[doublepost=1568780932][/doublepost]
C2B49990-0272-40E9-AF92-5F7E9EFCCE89.jpeg
 

CaptMarvel

macrumors 65816
Sep 20, 2014
1,404
911
North Carolina
According tot hat screen shot that’s to pay off AND keep your device, if you’re looking to simply trade it in, you should only have had to make 50% of the device that you surrender/mail in to them. It sounds like you haven’t met a parameter or so.

In the AT&T app, go to the “My wireless” page, then down to “device options” then select “see your installment details”. That should give you a break down of the parameters needed to upgrade, amount owed to own, and more.

Now in your screen shot you shared, what happens if you select the first option? Do you receive an error message? And where were you trying to upgrade, through AT&T or elsewhere?
 
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thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
No issues when I upgrade through att, if I try Best Buy or apple it will only give me the option to pay the $625 which makes no sense.
It seems like they are forcing me buy through them and pay the extra $5 monthly fee if I want to upgrade everywhere. If I go through apple or Best Buy I won’t get forced to buy in the new plan.
 

coolaaron88

macrumors regular
May 28, 2010
114
65
Las Vegas, Nevada
No issues when I upgrade through att, if I try Best Buy or apple it will only give me the option to pay the $625 which makes no sense.
It seems like they are forcing me buy through them and pay the extra $5 monthly fee if I want to upgrade everywhere. If I go through apple or Best Buy I won’t get forced to buy in the new plan.
I havd the 512 XS Max right now and just preordered the 11 Pro Max through the Apple Store with AT&T and am doing the 50% upgrade option. Its even better as you can still do Next Year through Apple and I didnt have to do stupid Next up
 
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thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
I met all requirements...and they are not allowing me to trade in my device at any other place other than att. This is some real bs!
I should be able to go to Best Buy or apple and be able to give them my XS Max and be able to get the pro Max without hassle...

C131AA3F-3214-4F0F-8A45-AFB8582C0F04.jpeg
 

CaptMarvel

macrumors 65816
Sep 20, 2014
1,404
911
North Carolina
Is your monthly bill currently paid with a $0.00 balance? That has to be paid before upgrading anywhere as well. That’s the only other thing I can think of.
 

noteple

macrumors 65816
Aug 30, 2011
1,407
323
The contract is through AT&T
You only paid for Half the AT&T Phone

Three Choices

Pay It off in total then it’s Your Phone
Pay it off over the next twelve months then it’s Your Phone
Return the AT&T phone to AT&T and take out another contract with AT&T
 
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WannaApple?

macrumors 6502a
Jun 9, 2008
617
68
I have a phone pre-ordered with Sams Club to pick up this weekend.

My phone is eligible to trade-in with AT&T. I've done it years previously where I've ordered a phone through Apple and then just received a trade-in box in the mail to send it back to AT&T.

Am I reading right that if I go to pickup my phone at Sams then I won't be able to trade it into AT&T? The email conf from Sams does state to make sure your phone is eligible to upgrade, which it is.

Attempting to start a chat with AT&T now to see what they say. Will update....

UPDATE:
I chatted with an AT&T rep about my Sams Club pre-order reservation for this weekend. I wanted to know if this was possible as I still have 1/2 of an installment with AT&T and how to go about my trade-in at another retailer.

At first I was advised that they would send out the box and label still to return the phone in which the new installment would overwrite the old installment when they received it and as I continued to press to make sure this was the case and find out the process, the rep verified that Sams Club was an AT&T retailer and that they would be able to assist with my trade-in right there in store! They are also making a note on my account.

I'm keeping my fingers crossed and I have printed out the chat transcript to take with me this weekend. I'm also going to verify with Sams directly, but in response to your original post OP, this does appear to be an option. You should just check with AT&T on the process and have them verify but I'm currently going off the plan that I will be doing this. It isn't the first time so not sure why anything would be different now.
 
Last edited:

PlainEnvelopes

macrumors regular
Sep 10, 2018
134
102
No issues when I upgrade through att, if I try Best Buy or apple it will only give me the option to pay the $625 which makes no sense.
It seems like they are forcing me buy through them and pay the extra $5 monthly fee if I want to upgrade everywhere. If I go through apple or Best Buy I won’t get forced to buy in the new plan.

It sounds like you have the AT&T upgrade program, so it makes sense that the other retailers will make you close the load with AT&T then open a new one up with them.

You could not do the apple upgrade plan then have Verizon take care of it for you the following next year. Verizon would put you on the Verizon next plan. (or whatever it is called)
 

Iphone5preorder

macrumors 6502a
Sep 20, 2012
869
460
This is why I just pay it outright. Buy it outright, sell it in August of next year and save more money as opposed to those leasing programs.
 
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Appleloves22

macrumors 6502a
Sep 14, 2014
697
325
I was able to upgrade thru Apple. I even got the email regarding changes on my bill because of the upgrade. ATT will send me a kit to send back the iPhone XS. 🤷🏻‍♀️
 

thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
I’m considering T Mobile but it seems Verizon offers the better deal since they are offering $550 per phone?
 

Macalway

macrumors 68030
Aug 7, 2013
2,728
1,100
I've got the same screen. Apparently, i'm on the 'Next Every Year' plan, which btw, was discontinued in May and replaced with Next-Up, and they want $5 month, for what I don't know.

So you are saying I can't go to an Apple store and do the ATT trade-in there? I need to deal with ATT alone?
It used to be you could go to the Apple store to do this I believe, and they gave a a box to mail.
 

thecore762

macrumors 6502
Original poster
Sep 20, 2014
285
154
Holy s* finally att is allowing me upgrade without having to pay off the phone and I can’t get it through apple or even Best Buy.