How Can I Fix a Cracked or Broken At&t Wireless Phone?

If you have a cracked or broken AT&T Wireless phone, we've outlined all of your possible next steps for you.

AT&T Wireless is an American telecommunications company. AT&T Wireless operates as a subsidiary of the parent company AT&T. The organization offers its customers services in wireless mobile plans, mobile devices, and the Internet. Currently, AT&T Wireless has operations throughout the United States including Puerto Rico and the U.S. Virgin Islands. If you're an AT&T Wireless customer and have a cracked or broken phone, keep reading for a detailed description of what you should do next.

Identify If Your Device Is Under Warranty

The first step you should take is to identify if your device is under warranty. AT&T's warranty policies are:

  • New devices have a one year warranty from the manufacturer
  • AT&T Certified Restored typically lasts for 90 days after purchase
  • An AT&T Certified Pre-Owned device has no warranty
  • If you've had a phone replaced through insurance coverage from Asurion, typically include a one year warranty after the replacement date

Warranty Coverage: Call AT&T Customer Support to Start Warranty Claim

If you have warranty coverage, you'll need to call into AT&T's customer support line to begin the warranty claim process. Note that the customer service agent may try to walk you through troubleshooting steps to get your phone working again. Keep the customer service representative on the line until you receive an email confirming the exchange has been started.

No Warranty Coverage: Upgrade Your Device Online

If your device isn't covered by a warranty, you can choose to upgrade your device online.

  1. Go to
  2. In the top right corner of the screen, select ‘Account' and ‘Sign In.'
  3. Sign in to your account with your User ID and password.
  4. Once signed in, go to ‘Account Overview' and ‘Upgrade your device.'
  5. Follow the on-screen instructions to choose a new device.
  6. Under ‘Payment Amount,' it will display how much you're required to pay upfront. Input your payment information to complete the process.
  7. You'll receive an email confirming your upgrade.

No Warranty Coverage: Upgrade Your Device In Person

If you want a new mobile device right away, you can choose to upgrade your phone in person. This option will also allow an AT&T employee to look over your phone and identify if it's eligible for a trade-in credit.

  1. Go to
  2. Enter your city and state or your ZIP code and select ‘Search.'
  3. Find a store near you and note the hours of operation before you plan your visit.
  4. Make sure to bring a piece of I.D. with you to process the upgrade.

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How Can I Fix a Cracked or Broken At&t Wireless Phone?

Why Did GetHuman Write "How Can I Fix a Cracked or Broken At&t Wireless Phone?"?

After thousands of AT&T Wireless customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Can I Fix a Cracked or Broken At&t Wireless Phone? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting AT&T Wireless if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for AT&T Wireless Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like AT&T Wireless 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 Can I Fix a Cracked or Broken At&t Wireless 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.

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