Getting Error while managing plan: User is not eligible to change or add U-verse service at this time

Hi @deriquez,

Let's get the help you needed. I understand your concern.

Tips to help you fix the issues.

1. Have multiple IDs for your accounts? Like one for wireless and another for AT&T Internet? Make sure to use the right ID with the right account.
2. Sign in with your user ID and password. Be sure to delete any IDs you’ve saved first.
3. Restart your device, then open the my AT&T app.
4. Delete the my AT&T app1 from your smartphone or tablet.
5. Download the latest myAT&T app:
   • Go to att.com/myattapp on your smartphone or tablet.
   • Or text my ATT to 556699 from your wireless device. We'll send you a link, so you can download the app.
   • Install the app, then open it and sign in.
6. Make sure you’re using the latest app version on your device. To learn more about your OS, go to Device Support. We supported these OS versions:

• iOS® 12.1 or later
• Android® 7.0 or later

Additionally:

1. Go to your myAT&T account overview.
2. If you have more than one account, choose the one you want to change. 
3. Select Change or manage my plan.
4. Follow the prompts to finish up.
   
   You can use got to U-verse TV plan to check for the different plans that we have.

Please get back to us if you have any other questions or queries.

I hope the above information helps!

Thank you,

Justin, AT&T Community Specialist.

None of these suggestions work.

I only have one AT&T. It is the primary account.
I freshly installed the MyAT&T App which I had never used before. Signed in and navigated to the area where I can change my TV plan. Once I click change plan it loads for a while then just kicks me back to the account overview screen.

I have tried multiple browsers on multiple computers to login to my AT&T account and change my TV Plan. On them all the account site runs very slowly and when I attempt to change my plan I always get the same error:

User is not eligible to change or add U-verse service at this time. Please try again later.
(URCKUM02)

Hi @deriquez! We hear you, and we want you to guide you in the right direction. After reviewing your concern and trying to resolve through the Community Forums, it looks like you may need more account specific support. To assist you best, we encourage you to review our Contact Us Page - https://www.att.com/support/contact-us/ to identify what method you’d prefer to reach out for this account level help. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. We’re sorry we weren’t able to resolve your concern directly in the forums, but let us know if we can assist with anything else.

Thank you for visiting AT&T Community Forums!

David, AT&T Community Specialist.

I received the same error today (2/20/2024) when trying to upgrade my package.  Did you find a resolution?  Thanks. Chris

@kavris8307 No. I have talked to chat support twice so far.

Once they just said it's a "global issue"  an to try again later. I gave it a few days and it still didn't work.

I tried a chat support a second time and was promised that the "backend  team" was working on it and it would be fixed in an hour. It still doesn't work for me.

I was looking into switching to a streaming cable alternative and this may just be the final nail in the coffin.

Sorry to hear you are still struggling with this issue @deriquez , but thank you for the update.  My situation is the opposite.  I transitioned to the basic line-up in the fall after baseball was over.  I was trying to increase my channel line-up because there are a few shows I miss.  A couple theories I thought.  Maybe there is an error because my statement was created and I have yet to pay that bill...outstanding  balance.  Then I thought maybe for  some reason my last change (in the fall) did not get completed fully in the system.  Sounds like no one knows where the error is originating.  :( Thanks again for the quick response. 

I get this same error trying to modify my U-verse TV package. It also will not allow me to change my TV Plan on the myATT app (iOS). I first encountered this issue about 3 weeks ago. Is there any plan to fix? I'd like to be able to compare TV packages to see if it's worth changing to a different package.

Same problem here - exact same error message - been getting it for a week.  Hmmm - could this be deliberate?  Trying to make it as difficult as possible to cancel or downgrade?  Naahh - they'd *never* do that would they?  ;-)

I called and processed my change with customer service over the phone without a problem.  I was adding channels though.  I had downgraded in October 2023 online without a problem and incurred this issue when trying to add channels back to my plan.

Channel 9910 should show options and pricing…

You can only upgrade using channel 9910, any downgrade of plan or options require calling 800-288-2020.

If have u450 includes HD channels, all other plans HD is a $10 per month option. Thus if downgrade U450 to U300 for savings will only have STANDARD channels (3 digit), if desire to keep HD channels (4 digit) need to add HD option.

Uverse IPTV was always STANDARD definition with $10 option. At one point in time they added ALL IN(cluded) price tier which in essence took the $10 option line charge and moved to the package price… example from years ago, U200 $89 with HD $10 total $99 on bill if new subscriber ordered U200 ALL IN the charge was $99 without seeing HD optional charge on bill… still paid extra for HD but did not see as separate charge. Any downgrade of service is downgrading to the STANDARD plan. 

I've been getting this error for two weeks, and I see it's been happening since at least February?  Does AT&T really not plan on fixing this?

I tried chatting with support, but I was just given the names of different plans and what my total bill would be on each.  I want to be able to see the actual channel changes in front of me with the line items separated so I can make an informed decision.

@mimmyu 

You already have the pricing for the various plans…

https://www.att.com/idpassets/pdfs/channel_lineups/Uverse_Channel_Lineup.pdf

the above provides what channels are on each plan….

find the channels your interested in then decide what you are willing to pay for the channels you want.

remember that HD is a $10 add on except for U450 pricing.

@my thoughts 

In the online chat I was given an option of U100 which isn't on that PDF.  The customer rep wouldn't give a break down of equipment charges or fees.  There is also nowhere to find pricing on premium add-ons.

@my thoughts That doesn't line up with the totals that were offered which is why a line by line, side by side comparison is needed.  The rep listed UBasic < UFamily < U100 < U200.  Price increases between each tier being $75 -> $15 -> $21, respectively.  U100 doesn't come with a DVR even though it's more expensive than UFamily which you claim does include it.

That doesn't even go into the problem that the rep wasn't going to clarify whether those totals provided included the equipment I already possessed (DVR, extra wireless receiver) or not.

@mimmyu @my thoughts  Every time I chatted or called I got different responses, prices, and information. Every time, I see people claim they have the prices and options they don't match each other or the information provided by support and are missing options like premium addons etc.

Bottom line is that the system should be fixed and you should be able to tailor your plan with full transparency of the price so you can make an informed decision through the website.  What's the point of having a system to manage your plan on the website and app if it doesn't work.

I eventually had enough and cut the cord. I saved about $100 a month with arguably more usable content than before. Good luck @mimmyu