Do not upgrade then go back to 2g!

mletang

New Member
Bronze
Jan 23, 2008
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#1
So i just went through my worst AT&T experience ever. Saturday I got my 3G, i got the white 16gb bc thats all att had left. I really wanted the black 8gb. anyway i get home with it and fiancee says she was going to buy me one as a gift so i bring mine back since shes gonna get me the one i want.

thats where the hell begins. Apparently ATT didn't realize that removing the 3g features and putting the 2g features back on was going to be extremely difficult.

I get home with my old iPhone plug it in to iTunes and it tells me i have wait to finish my activation and will be contacted via email. im thinking oh crap, somethings up. so i wait a few hours and nothing happens. i call customer support they see an error on my account but literally told me they don't know what it is, the system wont let them see it. the open a ticket and tell me it could be a few hours but may take up to 2 weeks(what!). I call back a few hours to followup on the ticket. This time a tech support tries to help and still cant figure out what the error is and cant get in to see it. Fabulous, im already about 8 hours with a useless device, cant even get passed the connect to iTunes screen.

Finally at about 10pm i get an email from att IT specialist saying to call in. I call and basically he tells me what happened, he says this hasn't happed to many people. They didn't expect this to happen and they are going to have to take my account apart to try and remove the 3g features and place the 2g features back on the bad news is this could take up to 48 hrs, he wasn't exaggeratting. so day 1 passes with zero service. next day i call in to check on my case and no progress. I ask is anyone even working on this since its sunday and they tell me probably not. ATT IT specialist tells me this! great i have no service for 2 days and no one is even working to correct the problem.

So they tell me to go to Apple and get a new SIM since att wasn't open yet, Apple doesn't give me one of course. So when I call back they say go to ATT when they open just tell them u need a sim and IT told me to get one. I go to the store they refuse to let me in the store and tell me go to the back of the line. day 2 passes after several discussions with IT specialist about the progress or lack of. My fiancee decides to go to Apple and see if they will help us if we tell them the deal.

Get to Apple tell them the long story, they give me a $50 gift card, and right there give me the phone i want even when theres a 4 hour line outside. they start to run the activation when they run into an error that my upgrade from earlier hasn't been reveresed. i call att they say it shows im eligible in there system, i go back to Apple they say its not eligible in the Apple system so no new phone right now but give me a pass to cut the line. I call ATT again they tell me to wait it out.

Im still waiting for the upgrade reversal to take effect, have called att many times and no one is able to help me, i haven't even brought up the discussion of compensation yet im waiting to cool down.

Sorry for the long post theres a lot more to the story but its a disaster! they told me this may also happen if people buy the new 3g and keep their old phone and try to go back and forth! so be careful, might want to just sell that old 2g once u upgrade.
 

psylichon

Genius
Moderator
Oct 31, 2007
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Philly
#2
Wow, I'm really sorry to hear about all that. Sooooo annoying, especially when, like you said, no one is even attempting to resolve the issue for you. AT&T's computer systems were downright spooky with anything regarding V1 plans. My buddy had a grandfathered text message perk on his account from when he was a Cingular employee. Well, that little thing rendered him without iPhone service for almost 2 weeks (!). In the end, he got his phone for free and two months free service, so don't back down in this situation. Fight for perks from anyone that will give them to you.

It's absolutely ridiculous that someone there can't overwrite some stupid code in a feature plan database. Let the humans have a little bit of control, for God's sake!
 
Jun 16, 2008
1,177
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Tinley Park, IL
#3
I'm right there with you, nothing but hell from AT&T.... its not like we're trying to give this company thousands of dollars over 2 year and they're telling us to go screw.
 

stevetim

New Member
Silver
Jul 20, 2007
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#4
I had a sort of similar problem on launch day.

The girl that was ringing up my 8gig accidentally scanned a 16gig. I didn't realize, nor did she, until it came time to pay and she asked me for $100 extra from what I expected the bill to be. Basically at that point in ATT's system, I had already used my upgrade option because she had already scanned the phone and picked a 3g iPhone plan. She at this point DELETED the transaction while there was still a plan assigned to me. To make a really long and technical story/process short, the computer says I have at this point used my upgrade from the V1 phone and can't get another phone scanned to my account for the subsidized/upgrade price. Her mangager basically had to manually put in a manager upgrade reversal override, and she had to search for a month old corporate email to paste to my account to be able to do this.

So, in the end, it took me about an hour inside the store to get my phone, but all worked out. You should try and queue them in on the manager override option and see what they say about it.
 

mletang

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Jan 23, 2008
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#5
just left Apple and after an hour on the phone with AT&T I got my new phone. Mind you before I went to Apple I went to AT&T and they reveresed my upgrade but we still ran into problems at Apple. Tonight I call AT&T and work on some sort of comepensation for them destroying my weekend. Any advice is welcome
 

psylichon

Genius
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Oct 31, 2007
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Philly
#6
I would think you could get at least a free month out of this, easily.