We feel like we are at a baseball game and the score is AT&T four, and the rest of us, a big fat zero. We are four for four in failed iPhone launches with AT&T appearing to be the one to blame once again. The day started off badly and it doesn't look like things are going to get better any time soon as iPhone 4 customers continue to complain about not being able to pre-order Apple's latest iPhone.
This morning many of us woke up early, or just stayed up very late hoping to pre-order our iPhone 4 upgrades. We quickly found out that that would be next to impossible, and the problems seem to be related to AT&T once again.
I personally spent over an hour on the phone this morning with several AT&T Customer Service Representatives(CSR). I found out that I could not upgrade my iPhone online because AT&T's website would not recognize my ability to retain my current legacy calling plan of 1,350 minutes a month. I was also told by the CSR that if I wanted to upgrade online that I had to pick another calling plan. However, if I upgraded in the store, I could keep that calling plan. Ironically, there was a message on the calling plan web page telling me to look for, and select, a button that would help me retain my current plan. That button labeled, Use Existing, was no where to be found anywhere on the page so I could not proceed past that point.
That same CSR advised me that even though my calling plan included a FAN number (i.e. corporate discount) that that was not the reason I could not upgrade like it was when I upgraded from an iPhone 2G to 3G in 2008. I'm not sure if I believe that or not, but that is what I was told.
Apple's website recognized my update eligibility and the reduced cost of the phone, it even included all my current plans, etc. However, it would not allow me to order the phone for home delivery and forced me to reserve and pick up my iPhone 4 at a local Apple store. Because of AT&T's inability to verify accounts during a pre-order, we're concerned that the ability to activate our new iPhone's on June 24 may be a repeate of last year's activation issues.
All this makes those of us that got up early this morning wonder why Apple hasn't found a new partner yet. It's clear that AT&T may not be the best to partner with, but who is? We don't think any of the other carriers will do any better.
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MGood13
June 15, 2010 at 3:37pm
As all of you, I have been trying online, through the app store app and on the phone for a home delivery option, and everyone just says sorry that I have to make an appointment and go to a brick and mortar store. Which I thought I would be fine to pick up the phone, but was then told I had to make an appointment and go in just to pre-order the phone and then go back to pick it up. So now instead I will wait a few weeks after everyone has gotten their's and all the activation problems have dropped off before and if I even get one. AT&T needs to get with the program and be ready for the hype that is the iPhone!
Scott.30483
June 15, 2010 at 2:36pm
I have been trying since 6 a.m. Pacific time and still no luck. I can't order for delivery, or even store pick up. I've tried the Apple site and AT&T site. It seems as though the failure is once again on At&t's shoulders. This has to be the biggest failure of any of the iPhone launches so far. I would love to know at the end of the day, just how many orders were actually received by Apple compared to how many they anticipated. There are two people in my home, each of us are trying to order a new phone, and it simply can't be done. What is going to happen on the 24th, when all these new phones are being activated, it's going to be a blood bath. AT&T has some explaining to do for sure.
grblade
June 15, 2010 at 2:29pm
I think you're right about the FAN number. I got to the same point you did. Every other time I've ever upgraded online I have been allowed to keep my existing plan, so it doesn't make sense that we shouldn't be able to do it now. Especially since it says to hit "use existing". Also, I've seen numerous reports from other people that the site worked for them. But since this problem has been happening for my account since they started accepting pre-orders early this morning, I have to assume that they probably got it to work without a FAN number that most people probably don't have.
cyberfalco
June 15, 2010 at 1:28pm
Placed my order on AT&T's web page this morning around 700AM CDT, while eating my breakfast. The site was slower than usual but, I just rocked on through with my existing service plan and discounts. Also, free next day shipping to my home. It sucks you had such a bad time.
