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?
- 02-25-2011, 11:37 AM #2
EDIT: Might want to update your post on the tethering thread so people don't freak out. ;-)
- 02-25-2011, 11:39 AM #3
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- 02-25-2011, 12:48 PM #11
- 35 Posts
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
- 02-25-2011, 01:00 PM #12
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- 02-25-2011, 03:03 PM #16Banned
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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 !
- 02-25-2011, 03:08 PM #17
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- 02-25-2011, 03:49 PM #19
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Last edited by tom28; 02-25-2011 at 04:02 PM.
- 02-25-2011, 04:27 PM #20
- 96 Posts
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.)
- 02-25-2011, 04:33 PM #21
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)
- 02-25-2011, 05:58 PM #22
- 361 Posts
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?
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.
- 02-25-2011, 06:58 PM #24
- 31 Posts
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.
- 02-25-2011, 11:26 PM #25