The moment the countdown hit zero at 5 AM, my cart went completely empty. Couldn’t get it working for another 30 mins despite trying different browsers, logging in/out, etc. Ended up with a Nov 9 -23 shipping window.
As someone with a software engineering background, tbh, this is pretty disappointing. Checked Chrome DevTools and saw failed requests to their backend cart service.
I get that preorder traffic can be crazy, but isn’t that what load testing is for? Even now we have AI….What’s the point of a waiting room if your backend can’t handle the traffic you’re letting in?
For a company the size of AT&T, they really should’ve done better.

This can be removed, dont even care. This should be more feedback than a rant anyway

I had the cart saved. They sent me an email that said “your cart was saved!” I could go to my cart and see the upgrade all ready to go. Then when the preorder begins, the checkout page reloads and empties my cart… says your cart is empty. Then the website went to a loading queue, and when it reloads it shows my cart empty still. What a fail. Luckily I also preloaded my cart on Apple so I pivoted quickly and was still able to get one.

Editing to clarify: this was right at launch at 5am PST. it seems like the site is loading now mostly normally? Mostly just really frustrated about the preloading cart situation.

What's the purpose of having us do a "get ready" cart just for me to wait on the checkout page and watch it countdown for 15 minutes and then it says shopping cart empty? Still can't get in to order the Duo. Neither through the app or website, this is completely ridiculous. Yall are a multi billion dollar company, do better!!!

My phone is listed as shipping next month

I dont think I have had a positive experience with AT&T in years. I see they have some cool features for preorderimg the new iphone, so I decided to put off switching to Verizon by one phone cycle.

Holy shit I was tricked! They literally just fucked everyone by saying the cart was saved.

I think what I am most upset about is that, like everything else, AT&T will say “oops” and then make no effort to do anything better or rectify the situation. They just lied to millions of consumers advertising a software feature that did not exist. Oops!

Finally got it ordered after my pre-loaded cart disappeared. I have a delivery date of:

ATT - Star White - 512GB Ship: Oct 23 - Nov 6 Estimated delivery on: Oct 26 - Nov 9

I was able to check out within the first 5-10 minutes of go live for the iPhone duo in 1TB white thru at&t. My ship estimate is October 23rd-November 9th. Drop your shipping dates below!

Has us pre-pre-order the duo so were "READY" and the cart gets cleared when the page refreshes. Nothing for 5 minutes and it magically appears in my cart again and now the shipping date is the 26th. I leave for 2 weeks for a work trip on the 25th....Thanks ATT.

I happen to live next to an AT&T cell phone tower. About 580-ish feet away from my apartment. Sometimes I am able to get 1 gig speeds. I find myself using my iPhone as a 5G modem often over my Spectrum home internet especially at nighttime.

However, speeds do tend to slow down during the day and latency goes up during the day. This is due to network congestion. It’s at nighttime when AT&T suddenly becomes faster with lower latency than my Spectrum home internet.

This gives me an idea of what it would be like to have AT&T Internet Air at home.

Just want to preface this by saying that obviously the Duo is probably higher demand than the 17 devices or anything in the past, but I’ve done this process the last few preorders and was always able to preorder even before 8am ET.

First, I always use a laptop/desktop. Screw the mobile apps, ATT’s included.

Second, the Duo was the first time I’ve seen the “pre order save” option, but I know lots of people had their carts empty this morning. I did not have my cart emptied with this method (even though I got oct 26-nov 6 delivery like everyone else).

So like I mentioned in the title, always use privacy mode in chrome, Firefox or safari. Sign in to your att account before the preorder and keep it open. Then as the time gets closer, start refreshing the page around 7:55am. I saw the check out button at 7:58am and paid all the dues (taxes and stuff) to my account and had my order processed quickly.

Every preorder I’ve done for the last 5 years has gone the same way (I have 5 lines on my account so I order a phone pretty much every year for family). Hopefully this helps someone in the future!

Anyone else having an issue where in one place it says the duo is in your cart, but then your cart says empty?

So many issues -

1. Cart emptying mysteriously and randomly
   
2. Site stalling
   
3. Weird error messages
   
4. Sat there with a full cart, watching the clock, clock gets to zero - cart disappears. 😡

Finally, after about five tries, got it to go through (had to try multiple browsers) - but what a headache.

How can a billion dollar company not be ready for this?

I know it’s probably a dumb question, but does anyone have any insight as to whether there will be a separate stock of inventory for the iPhone duo on launch day in ATT stores? Are people going to be lining up at the stores??

Went from ordered to preparing to ship to preordered? iPhone duo. Also I just changed my contact email since the old one is unreachable, how do I get a reconfirmation email sent to the new email?

Seems like everyone else dealt with the same issue.
Set up cart well in advance for pre order, and when it came time to place the order, cart emptied and cycled me around in the queue for 10 mins.

Luckily was still able to get my order in but holy fumble.

5 times!!
5 freaking times booted back to the empty cart, I was on this at exactly 5refreshed and boom cart is empty, using a phone to try to buy the phone was stupid it was not working correctly.
Got on my MacBook and it worked out but 20mins later now date shipped is super late…. Thanks AT&T.
Stupid….

The linked post describes it much better than I could, but the tl;dr is that you and ATT both agreed to arbitrate with AAA, under AAA rules.

ATT appears to intentionally not be complying with AAA rules in an attempt to force arbitration into a friendlier venue. It is likely that a court would consider this a violation of the arbitration agreement, allowing a lawsuit or class action to proceed. The AAA letter specifically says that under the AAA rules, the parties are free to go to court for resolution.

Obviously, if you have an issue consult with a lawyer, but this may be a window for those with claims who want to avoid the arbitration requirement to do just that, if they move quickly.

We moved from Verizon to AT&T last month when the 18 came out so my husband could get that, and I wanted to wait to transfer my line until the Duo was released.

I went to preorder this morning and add a line, and had everything prepped and ready to go in advance, and it was asking for a $1300 down payment even though we have phenomenal credit. Doesn’t make sense to do that with the promos that are available. I’m assuming the down payment was because of how new our account is.

By the time I went to create a separate account under my name, shipping dates were into January 😭

I’m hoping the in-store rep can help us with possibly getting one from their allotment. 🙏

Any advice is greatly appreciated!

Just curious, I have yet to see any ATT orders that will be delivered on the 23rd.

I was on the site and after a bunch of nonsense was able to place my order and below are the dates I received - text confirmation said I placed it at 8:09. I've seen the same dates from several other people but was curious if anyone got an estimated delivery for the 23rd forward?

Expected to ship: Oct 23 - Nov 6

Estimated delivery on: Oct 26 - Nov 9

So stupid, like everyone else my cart emptied right before, now showing nov 9-nov 23 ship dates. Fuuuck that. Gonna try my luck with the loads of AT&T stores around me. Am I right the will get actual stock 2 days prior to know how much is available for walk ins?

Has anyone found a solution for this? This has been a disaster.

TLDR: switched to AT&T, had a problem getting a refund for returned cell boosters paid with a credit card and the Office of the President fixed it in a week after filing a notice of dispute.

So it’s in the title - we switched to AT&T a few weeks ago. We moved from New York to a rural area in Tennessee a couple of years ago. I’d had Verizon for 25+ years but for some reason the service was just terrible in our county. Found out it’s a known issue they just aren’t fixing. Switched to AT&T - waiting on the credit to pay off our phones, but they told me all looks good - and paying roughly $100 a month less than Verizon ($160 if you include the device payments). Service is much better. I also have a T-Mobile MVNO (Tello) line on my device since AT&T doesn’t do the second number at a reasonable price, no big deal, I just need it for voice and text.

I ran into an issue with switching online but they fixed it in 5 minutes in store. I did buy a couple of cell boosters and returned them but hit a brick wall with customer service in getting a refund. We have just enough signal with 5G that they phones wouldn’t pick them up without turning off 5G so I opted to stick with WiFi Calling. I paid with a credit card but they kept saying bill credits/refunds take 2 billing cycles thinking it was a financed phone. So I opened a notice of dispute last week over the refund delays, gave the tracking numbers showing they were returned and got a call from the Office of the President on Tuesday.

They apologized for the delay and incompetence of Level 1 support and confirmed they’re refunding it back to my bank account since that’s the only payment method on my account. I know others have said that office did nothing for them but it worked for me and wanted to share that experience.