I agree last night i did 3 ports as i am doing the ivr i find out the second one i did pos decided to put no contract on.now activations will not add a contract.

I'm using Pos.com II, and don't you love it when that happens? Then you call C&A and they tell you the customer has to call in cust care to do it. Why do they always say stupid stuff like that? The customer doesnt need to call in, it was SUPPOSED to be done anyways. back to that upgrade checker though, is any other markets using this/having these kinds of problems? Main reason I keep asking, I have a customer that the upgrade checker keeps saying is not eligble, even though her contract was over 4 months ago, yet it still says she will not be eligble for 2 years!! I gave her a phone to use, and she has had it for 3 months now, and everyone I talk to/email has absolutely no idea who can fix this problem! anyone have any ideas? FYI: ma...
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I've emailed my superiors about the same thing, they cant help, the only people who can do the upg is customer care or a COR store. Goodluck, dont you love losing money bc of a Peice of crap system!?

The problem isn't the system the problem is at&t now goes more by lifetime customer value then anything else customers on low rate plans that use alot of night and weekends and mobile to mobile might never be eligible for an upgrade. The other thing I see happening is customers do a change of responsibility and they put them on a 12 month contract when they had more then 12 months to go then there upgrade eligibility comes up after there contract expiration date.

what about the customer's who are eligible to upgrade prior to the change of responsibility--they do the TOS---and then the system tells me they aren't eligible for another 12 months???

The same thing happens for relocations.

That didn't used to be a problem, but it's been an ongoing one that they really don't care about fixing.

the 12 month tos contract does not effect upgrade elib but it has to be done through a cor store or customer service . Sorry thats waht happens when youre a reseller .which i may add will phased out in the near future .

That doesn't happen often in my market.

What does the error say? I've seen people with a later upgrade date when they're out of contract because they're frequently late on their bill payment or have had too many suspends.

I have seen one where the customer had upgraded, and then returned the device. This didn't reset eligibility, only the contract, so he couldn't do an upgrade. CSRs don't care, they're just trained to refer them to a COR store.

We have the same problem here. They can still get a phone through customer care. The new upgrade advantage program is more of a disadvantage if anything for agents.

Its the same with any system. If the customer agrees to a new contract then gets out of it within the first 30 days, the system can't be fixed. I just had a customer with this problem. They upgraded a year ago, returned the phone and now want to upgrade. I called in and got the problem fixed, but they still have to go to COR to do the upgrade. Same thing happened to me when I had service with T-mobile, I returned an upgrade and thereafter had to go to COR to do any sort of upgrade. It just sucks being and "authorized agent"

What sucks is they CAN fix it, they just know they don't have to.

and this problem didn't start until the new upgrade policy went into effect---it is really hurting my stores business!!

Yea, especially with the family txt package out, gotta go to each line, remove all the ppu features which takes forever then add the package. I love it!

Is that just a number you call and have someone fix it?

Well then why did they used to be able to do it in the past? I understand that there's a new upgrade policy, but its actually damaging to our business when it isn't working right. THere NEEDS to be a way to fix it on Customer Service or Credit and Activation's end that can fix the error so that a customer doesn't leave the store annoyed that they now have to drive 30 min out of their way when they can come to the ONLY cellphone only store in my town(there's a Radio Shack down the block) which is one of the largest municapalities in the state of NJ! Before they allowed quite a bit of Exception upgrades you could call customer service and sometimes a rep would "remove" the contract from the account to allow the customer to be eligible for an u...
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AT&T customer service reps were at one time able to fix the upgrade for indirect agents. With the new upgrade now the only way it can be done is if you got to a COR store or if the customer service rep you get is willing to get a managers system and do the upgrade as an override and enter in all of your information so you get the credit. Good luck trying to find a rep that will do that though. But sorry to say with the at&t advantage upgrade program we can do the same thing we use to and will still show not able to upgrade.