In a nutshell: AT&T offers customers the opportunity to replace their lost or stolen wireless devices by following specific guidelines. Existing customers can request another phone on the AT&T website without verifying their user status. The replacement process is quick and easy, and customers can qualify for a free replacement as long as they meet certain criteria. The process involves logging into the AT&T account, clicking on the Support link, selecting the Plans and Device Protection link, and specifying the current issue or request. Customers can track the progress of their claim and seek additional help from customer service representatives via phone, online help desk, live chat, or social media.
Mobile phones get lost or stolen for various reasons. Whether devices fall out of customers’ pockets or someone steals a phone without the owner’s knowledge, some users never recover their original devices. Also, some service providers charge customers fees for the loss and may add costs to their monthly bills. Fortunately, AT&T offers customers the opportunity to get another smartphone if they take the right steps to submit a legitimate request. Continue reading if you wish to replace a lost or stolen wireless device and want information about the replacement process.
Replacing an AT&T wireless phone is quick and easy, especially for customers who want a similar model based on their original device. While you must follow specific guidelines, you can qualify for a replacement in minutes. Not all customers are entitled to receive a replacement without paying a fee, especially if they have a past-due balance, but AT&T allows each user to provide enough information to increase their eligibility.
As an existing customer, you can request another phone on the AT&T website without verifying your user status. Read further for step-by-step instructions to get another device free of charge as an existing customer.
You should see the Wireless title in the first box on the next page. Click on the Get Wireless Help button under three links.
Scroll down and click the Plans and Device Protection link, Device and Protection Warranty and Replace Device.
Click the second Replace a Device link and the second Replace a Device link.
Under Choose a Topic, click Fix or Replace a Device, and wait for the pop-up window to load.
After you submit a replacement request, you must wait for a response from AT&T. You can track the progress of your claim and also submit a separate claim for an additional issue. If you don’t receive an update within one week, you may have to initiate another request by submitting another claim. You may also want to create screenshots of your submission as proof to get assistance.
While the replacement process is typically straightforward, some customers discover they need additional help. You can contact an experienced customer service representative with expertise to solve technical problems.
One efficient method is AT&T Wireless’s phone number to speak with a professional directly. You could also connect with a representative sooner by using the online help desk or sending a message via live chat for a real-time response. On the other hand, if you prefer to reach out to a representative using social media, consider visiting the AT&T wireless Facebook page to submit a public post or message.
GetHuman has been working for over 10 years on sourcing information about big organizations like AT&T in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Replace a Lost or Stolen AT&T Phone? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.