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  1. Thread Author  Thread Author    #1  

    Default AT&T took away my dataplan

    I should have known AT&T would mess things up.
    I have an unlimited data plan left over my iPhone days. I called AT&T twice to check whether I could keep my unlimited plan if I upgraded to the Atrix. Both times (after they did some checking) they said yes. I've been using the Atrix since Monday.
    So, today I get a text message from AT&T stating that I have incurred over $20 in usage fees. WTF? I called AT&T and they informed me that I had no data plan and were charging me by the MB. ARRRGGGG!
    They apologized for the screw up, and tried to put the unlimited plan back. But the system wouldn't allow it.
    That's it - I lost my unlimited data plan.

    My choices are to go with a 2GB plan for $25 or return the phone and I can go back to unlimited and fire up my trusty Nexus 1 again.

    Has anyone here with an unlimited data plan been able to keep it? Are you sure?
  2. #2  
    WilliamC's Avatar

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    Quote Originally Posted by tjp888 View Post
    I should have known AT&T would mess things up.
    I have an unlimited data plan left over my iPhone days. I called AT&T twice to check whether I could keep my unlimited plan if I upgraded to the Atrix. Both times (after they did some checking) they said yes. I've been using the Atrix since Monday.
    So, today I get a text message from AT&T stating that I have incurred over $20 in usage fees. WTF? I called AT&T and they informed me that I had no data plan and were charging me by the MB. ARRRGGGG!
    They apologized for the screw up, and tried to put the unlimited plan back. But the system wouldn't allow it.
    That's it - I lost my unlimited data plan.

    My choices are to go with a 2GB plan for $25 or return the phone and I can go back to unlimited and fire up my trusty Nexus 1 again.

    Has anyone here with an unlimited data plan been able to keep it? Are you sure?
    Ask to speak with a manager/supervisor they can place your plan back. If that doesn't work, call 611 and go through the steps like you are going to cancel your account to speak with someone in retentions. Explain the issue and threaten to leave and they will restore your unlimited data plan back, since it was an ATT error.

    EDIT: Might want to update your post on the tethering thread so people don't freak out. ;-)
  3. #3  

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    i got to keep mine, but my wife's is up in the air, they said she'd be able to when i ordered it on the phone but on the site it shows she has the 2gb plan, don't have the phone yet.
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    Quote Originally Posted by stonefeet View Post
    i got to keep mine, but my wife's is up in the air, they said she'd be able to when i ordered it on the phone but on the site it shows she has the 2gb plan, don't have the phone yet.
    They shouldn't have changed you at all to the 2gb. It's an easy switch. If you both had unlimited it let them place the smartphone personal plan on your account. I'm guessing you ordered over the phone?
  5. #5  

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    Quote Originally Posted by Sirpoozalot View Post
    They shouldn't have changed you at all to the 2gb. It's an easy switch. If you both had unlimited it let them place the smartphone personal plan on your account. I'm guessing you ordered over the phone?
    i got mine from a store (i was surprised i got to keep unlimited) i got hers over the phone, i'm not real sure how their system works but i'll for sure get hers straightened out before it's activated that's for sure.
  6. Thread Author  Thread Author    #6  

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    It's good to hear that some of you still have your unlimited data plan. I was fearing the worst, but maybe there's hope yet.
    I had bought my Atrix from my Premier login at the AT&T website.
    I have a customer support case open with AT&T about restoring my unlimited data plan.
  7. #7  
    WilliamC's Avatar

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    Quote Originally Posted by tjp888 View Post
    It's good to hear that some of you still have your unlimited data plan. I was fearing the worst, but maybe there's hope yet.
    I had bought my Atrix from my Premier login at the AT&T website.
    I have a customer support case open with AT&T about restoring my unlimited data plan.
    If they still give you trouble, then return the phone and just pick it up at an ATT store and let them know you want everything to remain the same.
  8. #8  

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    I still have my unlimited. I called in ahead of time to verify that I could keep it and had a supervisor note it to my account.
  9. #9  
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    Mine is still screwed up. But they WILL fix it. AT&T even says so on their facebook page.
  10. #10  

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    Quote Originally Posted by ketchup View Post
    Mine is still screwed up. But they WILL fix it. AT&T even says so on their facebook page.
    They should fix it but if you have any problems let me know and I can help, I work for AT&T
    check me out on twitter http://twitter.com/dchandler326

    Add me on Gtalk dchandler326@gmail.com
  11. #11  
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    i work for att, go into the store and ask the representative to contact the credit & activation dept. they are the only ones that are able to put the unlimited plan back on the customers account after verifying of course that you have previously had it prior to the upgrade. it has happen to myself also but they will fix it. customer service im unsure if they can do it
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  12. #12  

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    took me 3 tries to get someone on the phone who could get me my unlimited plan back. but it got done
  13. Thread Author  Thread Author    #13  

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    Quote Originally Posted by bahicks87 View Post
    i work for att, go into the store and ask the representative to contact the credit & activation dept. they are the only ones that are able to put the unlimited plan back on the customers account after verifying of course that you have previously had it prior to the upgrade. it has happen to myself also but they will fix it. customer service im unsure if they can do it
    Thanks, that's a good idea. I think I'll do that this weekend.
  14. #14  
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    Quote Originally Posted by tjp888 View Post
    Thanks, that's a good idea. I think I'll do that this weekend.
    That is the best way to do it, it happened to me but luckily it didn't incur any charges, they just blocked data all together. I went to the AT&T store and the rep called the activation & credit department, verified I had it before I got the Atrix and the CSR talked to their manager and got it put back on.
  15. #15  

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    I called and verified my data plan too. However when they were changing my hardware from iphone to atrix my data plan was lost. The saleswoman immediately called AT&T and got it reversed.

    It seemed like they tried to get me to give it up but It wasn't going to happen!!
  16. #16  
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    Unfortunately, some employees are misinformed and actually give us the wrong information. You should be able to keep your unlimited data plan as long as you are an AT&T customer. Just call and it will get fixed after a manager gets involved, I bought mine from BB and was on the phone with AT&T and got it done on the spot !
  17. #17  

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    Bought the Atrix straight up. No contract and kept my original plan.
  18. #18  

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    I asked yesterday and the rep told me I lost my unlimitted when I converted from iPhone to Atrix. Should I keep trying? And where should I call?
  19. #19  

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    Quote Originally Posted by mattkeaves View Post
    I asked yesterday and the rep told me I lost my unlimitted when I converted from iPhone to Atrix. Should I keep trying? And where should I call?
    Yes, call 611 and go into retentions. If you threaten to cancel, they'll put it back ASAP. They might even give you some bonuses. I did that (fully intending to switch to Tmobile)and they gave me a-list on my 39.99plan and $20 credit for 3 months. All I asked for was putting me back on unlimited data cuz I had it before.
    Last edited by tom28; 02-25-2011 at 03:02 PM.
  20. #20  

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    If they made a mistake, they are counting on the fact that most folks will just say "I can't be bothered" and will give up. And pay more.

    That's not just AT&T, that's most businesses today.

    Solution? INSIST. File a complaint with your state utility commission or PSC (Public Service Commission) whoever regulates cellular in your state. That might be the FCC, too.

    Call an AT&T rep, and when they say mumble-mumble, say "If you can't fix this, I need to speak to someone who can. Can I speak to your manager?" and keep repeating that, escalate up the line. AT&T, like most corporations, has escalating service levels and I can tell you from experience that when one says "That's impossible" there's someone above them who can make it right.

    I have filed complaints against AT&T (home phone service) and finally got to a "specialist" who actually said "Oh, we have better computers...we can find things they can't find, and fix things they can't fix" referring to their own first-line service reps!

    Then once they've fixed it, tell them "sorry" is nice, but how about applying one of those special one-time-only credits to your account to make up for all the time they wasted? Like, a flat $50 credit? (Yeah, they CAN apply flat dollar credits, each rep has a limited value they can apply.)
  21. #21  

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    just got my wife's phone, called customer service, reasoned with them for quite awhile but eventually they switched her phone over to unlimited, the rep said she had no idea how to do it but she found out from a co-worker.

    in the 4 times i've ever had to call customer support at att i've never had an issue with them (wish i could say the same about other customer support centers)
  22. #22  

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    Quote Originally Posted by tjp888 View Post
    I should have known AT&T would mess things up.
    I have an unlimited data plan left over my iPhone days. I called AT&T twice to check whether I could keep my unlimited plan if I upgraded to the Atrix. Both times (after they did some checking) they said yes. I've been using the Atrix since Monday.
    So, today I get a text message from AT&T stating that I have incurred over $20 in usage fees. WTF? I called AT&T and they informed me that I had no data plan and were charging me by the MB. ARRRGGGG!
    They apologized for the screw up, and tried to put the unlimited plan back. But the system wouldn't allow it.
    That's it - I lost my unlimited data plan.

    My choices are to go with a 2GB plan for $25 or return the phone and I can go back to unlimited and fire up my trusty Nexus 1 again.

    Has anyone here with an unlimited data plan been able to keep it? Are you sure?
    I'm sort of in the same boat. I upgraded from a Nexus 1 to the Atrix and I had an unlimited personal plan originally. I had asked if I would be able to keep this plan after upgrading to the Atrix before I bought it. I specifically called AT&T and asked if that would work and also saw it on their facebook page. I called them to activate my phone when I received it, and the "system" won't let them because certain plans go with certain phones (supposedly). He eventually just said that since it was working, leave it alone, and he said that periodically the system "scans" for phones that have the correct data plan for the phone and that mine would get flagged at that point.

    He said it would start dropping calls, etc., and just call AT&T and ask about the calls. He said don't mention the conversation I had him with him. Just to let them figure it out and make them give me that plan.

    I thought all of this was pretty weird. Has anyone else had this problem when upgrading from a Nexus 1?
  23. Thread Author  Thread Author    #23  

    Default

    Yeah, I had a similar conversation when I called AT&T today. The support person said that I had an unlimited 3G plan and that I would need a 4G data plan. I reminded her that I had already thought of that and that was why I had made the 2 previous calls to AT&T BEFORE I bought the Atrix. Nobody there seems to know what's going on.

    I plan on going to my neighborhood AT&T store tomorrow and try to get this straightened out.
  24. #24  

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    Quote Originally Posted by tjp888 View Post
    Yeah, I had a similar conversation when I called AT&T today. The support person said that I had an unlimited 3G plan and that I would need a 4G data plan. I reminded her that I had already thought of that and that was why I had made the 2 previous calls to AT&T BEFORE I bought the Atrix. Nobody there seems to know what's going on.
    Hmmm...

    I actually just did an IMEI switch going from my Inspire to Atrix, but going from my iPhone I made sure on the site before going to the store what my data plan options were, and the rep at Costco was able to find the option ok. Maybe something changed in the account management system?

    It's called 'SmartPhone Personal' on my account...

    Data Plan for SmartPhones. Unlimited domestic data usage. Only available for upgrades. Requires customers to be on a "Gold List" SmartPhone Plan prior to upgrade to HSPA+ device.
  25. #25  

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    my unlimited plan is still working perfect! I checked online to verify that it is still active.. and it is! using my laptop dock flawlessly too..
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