ATT has hit a new low for Customer Service
TLDR: ATT has shit the bed I don’t think anything works that at all needs a person to think about a problem.
I upgraded a line on my account and was going to use that phone for one of my sons. I’ve done this at lease 4 times since being an ATT customer in the last 10 years. Phone arrived and we went to transfer the old phone to the new phone. Something very odd happened and it Immediately added the eSIM of the other line making both my son’s phone stop working. After a couple hours that day and multiple “Agents” they got one line working. After 6 days of going to the store multiple times, sitting on hold for hours without ever talking to a person, and probably 6 hours chatting the other line is still not active. They said it was locked then blocked then marked as stolen. It was a brand new phone from my account. Understand the setup my have caused an issue but every day “Agents” said this will work and when it didn’t sent me to the store and then the store told me to call customer service or chat because they couldn’t do the next thing. They refused to do anything to contact ATT support. Att Support said they can’t talk to each other. It is by far the worst service I’ve ever had. Whatever they switched to is a trash heap of AI or it was just plain designed by idiots. Probably a combination of both. I asked to register a formal complaint or talk to somebody and they just didn’t respond.