AT&T Business Unlimited Your Way Price Increase: How I Avoided a $25 Monthly Increase

I got this notice on my own AT&T business account.

If you want to read the exact letter AT&T sent by email to affected business customers, you can read the AT&T price increase letter here.

I have five business phone lines on the older Advanced 2.0 plan. That meant my bill was about to go up $5 per line, or $25 more per month.

So I called the phone number AT&T provided.

The first call took me 1 hour and 5 minutes.

I got transferred to the loyalty department. The rep told me that if he changed my lines from Advanced 2.0 to the newer Advanced 3.0 plan, my price would stay the same. I told him that was wrong. Advanced 3.0 is $40 per line, not $35. I already had the official AT&T plan PDF in front of me.

At first, he kept telling me his system showed that changing the plan was all he had to do. It was not. He sent me a first email that made it sound like the plan change alone fixed the increase. That email was wrong.

I corrected him and told him the pricing still did not match. Only after I pushed back, and only after he went back to his supervisor again, did he add the $5 loyalty credit per line that was supposed to keep my price from going up.

Then he sent a second email showing the supposed fix.

But that still was not the end of it.

Update: My bill still went up

After the changes were made, I got my next bill.

My bill still went up by about $50.

When I called AT&T again, I was told the credits might not show on the bill for at least three months. That meant I would be paying the higher amount while waiting for credits to catch up later.

I refused that.

I spent about another hour on the phone. I had to get a supervisor involved. I told them that if this was not fixed, I would send back my equipment and move my lines elsewhere.

The first rep did not seem concerned.

The supervisor did.

The supervisor said he would adjust my bill, and he did. I also had him send an email confirming the adjustment.

That third email is now part of the proof below.

What this proves

You may be able to call and get this fixed so your monthly price does not go up. But do not expect it to be easy.

I know these plans well, and it still took me multiple calls, multiple emails, supervisor involvement, and more than two hours total on the phone.

The first answer was wrong.

The first confirmation email was not enough.

Even after the supposed fix, my bill still went up.

That is exactly why I am writing this.

What you need before you call

• Know which old plan your lines are on
• Know how many phone lines are affected
• Have the official AT&T Unlimited Your Way 3.0 PDF open in front of you
• Be ready to stay on the phone for a while
• Write down the rep’s name if they give it to you
• Do not hang up without getting an email confirmation
• After the next bill comes out, check the bill carefully
• If the bill is still wrong, call back and push for a supervisor

The biggest lesson from my calls

Do not rely on what they say over the phone.

Get the confirmation email before you end the call.

Then check your next bill.

The confirmation email matters, but the bill is what really proves whether the fix worked.

If the rep says the change was made but no email shows up, stay on the phone until they send it.

If the bill still goes up later, do not assume it will automatically fix itself. Call back, explain what happened, and ask for a supervisor if needed.

What happened on my first call

1. I called AT&T about the $5 increase on my five business lines.
2. I got transferred to loyalty.
3. The rep said moving me to Advanced 3.0 would keep the same price.
4. I told him that was incorrect and that Advanced 3.0 is $40 per line.
5. I used AT&T’s own plan PDF to back that up.
6. He still said his system showed the plan change was enough.
7. He sent me a first email that made it sound like the increase was fixed, but it was not.
8. I pushed back again and told him the math was still wrong.
9. He checked with a supervisor again.
10. Only then did he add the $5 loyalty credit per line.
11. He sent a second email confirming the supposed fix.

What happened after my bill came out

1. My bill still went up by about $50.
2. I called AT&T again.
3. I was told the credits might not show for at least three months.
4. I refused to accept paying the higher bill while waiting months for the credits.
5. I spent about another hour on the phone.
6. I asked for a supervisor.
7. I told them I would send back my equipment and move the lines elsewhere if the issue was not fixed.
8. The supervisor agreed to adjust the bill.
9. I had him send an email confirming the adjustment.

Important

I am not saying every account will get the exact same result I got.

I am saying this happened on my own business account, and it shows that you should not blindly accept the first answer you get on the phone.

You also should not assume the issue is fixed just because you received one confirmation email.

Know the plan pricing. Be ready to push back politely. Get the proof in writing. Then check the bill when it comes out.

Can I do this for you?

No.

I cannot make this loyalty adjustment for you. Only AT&T customer service or the loyalty department can do it.

What I can do is give you the correct information so you go into that call prepared.

What if you do not want to keep the phone?

The notice also says there may be an option to return the phone and get out of the remaining balance if you cancel by the deadline.

But the letter does not clearly explain the exact return condition standards in the wording I saw. So if you are thinking about returning a phone, ask AT&T very specific questions before you send anything back.

My advice

If your account is facing this increase, it is worth making the call.

On my own account, the issue was not fixed quickly. It took more than one call, more than one email, and supervisor involvement.

But the money matters.

For my five lines, a $5 increase per line would be $25 more per month, or $300 per year.

When my bill still went up after the supposed fix, I called again and pushed back.

Just do not call unprepared, and do not stop checking after the first email confirmation.

Proof

I received three emails from AT&T related to this issue.

The first email was wrong because it made it sound like the plan change alone fixed the price increase.

The second email reflected the loyalty credit that was supposed to keep the price from increasing.

The third email came after my bill still went up and I had to call again to get the bill adjusted.

Click any image to view it full size.

That is why I keep saying the same thing: do not hang up without the email confirmation, and do not stop checking when the next bill comes out.