AT&T removed my unlimited data plan by mistake today 7 days to fix it???

[iPhone_vs_the_w…]

It was too good to be true! I received my iPhone 09/21 and I started the activation process using the chat. Everything seem pretty smooth the agent apparently was doing everything fine, after 1hr, she tells me to go to a website to accept the terms and conditions or to call an 866 number. She told me the phone looked as parked! I had no clue what it was.<br><br>My phone started working and I went to the website but it was giving me an error, weird case since my phone was activated and working, texts and calls, it was telling me there was no data plan, since that happened I knew there was something wrong. I ended the chat and called the 866 number. They told me everything was ok with my account, my phone was in the system, activated and my plan grandphathered my unlimited data plan as it should have.<br><br>Today I received a text message saying that I was 35% from using ALL my 300MB of data!!! As I said, too good to believe everything went that smooth!!! I called and they told me that I was in a 300mb plan!!! Unacceptable I said, they could only submit a case and it might take up to 7 days to fix my issue, and I might even have to call again if they dot fix it. I will be over those 300mb by Friday probably and I will have to deal with overcharges for sure!!!<br><br>If they don't fix it, I'm quitting AT&amp;T and moving to any other provider without paying any early cancellation fees.

[wingrider01 ACE - Geek]

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iPhone_vs_the_world wrote:
It was too good to be true! I received my iPhone 09/21 and I started the activation process using the chat. Everything seem pretty smooth the agent apparently was doing everything fine, after 1hr, she tells me to go to a website to accept the terms and conditions or to call an 866 number. She told me the phone looked as parked! I had no clue what it was.<br><br>My phone started working and I went to the website but it was giving me an error, weird case since my phone was activated and working, texts and calls, it was telling me there was no data plan, since that happened I knew there was something wrong. I ended the chat and called the 866 number. They told me everything was ok with my account, my phone was in the system, activated and my plan grandphathered my unlimited data plan as it should have.<br><br>Today I received a text message saying that I was 35% from using ALL my 300MB of data!!! As I said, too good to believe everything went that smooth!!! I called and they told me that I was in a 300mb plan!!! Unacceptable I said, they could only submit a case and it might take up to 7 days to fix my issue, and I might even have to call again if they dot fix it. I will be over those 300mb by Friday probably and I will have to deal with overcharges for sure!!!<br><br>If they don't fix it, I'm quitting AT&amp;T and moving to any other provider without paying any early cancellation fees.

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again as in your cross post PM jamileh with as much detail as possible, follwoing your plan of action will just get the account sent to a collection agency

[wesley101]

I use to be like that. Now that I've gotten older, i don't do stupid things anymore. 

Just try to resolve it, if it happens you don't get your unlimited data back, just sign up for a 3GB plan and you should be fine.

Verizon doesn't even grandfather unlimited data anymore. When iphone first came out they promoted unlimited and many jumped ship, but now they are paying more for the same service with less GB data and no unlimited grandfather.

[iPhone_vs_the_w…]

@Windgrider01: I only upgraded to the iphone5 to continue using my unlimited data plan = I signed a new contract with an unlimited data plan, if removed, there's a breach of agreement that entitles me to do the same. Even better, I have 30 days to return the phone, cancel the upgrade and move to a different provider + tell my experience to hundreds of people who already know AT&T customer service is mediocre.

@Wesley101: I would consider a different plan but not with AT&T. They have lots is issues. LTE is not as picture it keeps fluctuating from LTE to 4G what makes my data flow lag a lot which did not happened with my 4S always on 4G.

[wingrider01 ACE - Geek]

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iPhone_vs_the_world wrote:
@Windgrider01: I only upgraded to the iphone5 to continue using my unlimited data plan = I signed a new contract with an unlimited data plan, if removed, there's a breach of agreement that entitles me to do the same. Even better, I have 30 days to return the phone, cancel the upgrade and move to a different provider + tell my experience to hundreds of people who already know AT&T customer service is mediocre.

@Wesley101: I would consider a different plan but not with AT&T. They have lots is issues. LTE is not as picture it keeps fluctuating from LTE to 4G what makes my data flow lag a lot which did not happened with my 4S always on 4G.

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Data is NOT part of the contract, there is absolutely no "breach of contract", you contract states that you will get a subsidized phone in return for promising to keep the account active and in good standing for a period of two years

data is  REQUIREMENT of a smartphone, not of the contract, during the two year period you can swap to a qmd device and remove the data plan and still be required to complete the two years. Hence no "breach of contract"

As far as returning the phone, yes you can, just remember that upgrade eligiblity does not equte to end of commitment, you can have up to 4 or more months left to go on the commitment - the upgrade advantage period is 20 months for all accounts in good standing so if you follow your line of reasoning you can still be charged a etf plus the last full month of billing that will not be pro-rated

customer service as always is in the eye of the beholder, get everything you want and the customer service is great beyond belief, call back two days later and get held to the agreement so the resolution is not to your liking and customer service is meiocre or "the worst customer service in the world". CS support is a matter of opinion alone, have been with att cellular siince ahard pont mount in your car was all that was avaialable, have had issues with customer serivice but all in all it works, add to the simple fact I also have service with sprint and verizon - same thing, have had disagreements with them and have had good service. Both myself and my empoyess that deal with supporting the cell phones rae verizon as the hardest to deal with and sprint as the most inconsistent.

Bottom line if you walk away you can get sent to collections for non-payment, if you cancel and return the upgrade depending on end of contract you can still be required to pay an etf. Good luck at sprint if you want unlimited data - they are the only iphone authorized carrier that still has unlimited data, just don;t expct it to be blazing fast

[iPhone_vs_the_w…]

Lame conformism. Customer service at its worst can't be compared to low levels from other bad experiences, that being the case, I assume you are a happy Windows Vista user. I agreed to a plan as a whole, a commitment to receive what I am paying for. My unlimited data plan was removed mistakenly, the reasons are unknown yet, but it is a fact that was one of the CS reps who pushed the wrong button. I know AT&T is using every resource they can to terminate the unlimited data plans, have done extensive research on this matter, they are just not airing their intentions to stop loosing customers. Again their LTE coverage is way behind Verizon's and customer satisfaction is not their closest friend. I might also have to deal with overcharges due to the limited 300MB they put me on, having they resolved this issue, I can thank them but I'll bear a scar of skepticism against their service. That I did not have by the way.

For those who will deal with a similar stressor: have more than one CS rep play with your account and most certainly it will end up all messed up.

@wingrider01: I see no help from your replies rather than accepting AT&T's abuse. Thanks but no thanks.

[wingrider01 ACE - Geek]

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iPhone_vs_the_world wrote:
Lame conformism. Customer service at its worst can't be compared to low levels from other bad experiences, that being the case, I assume you are a happy Windows Vista user. I agreed to a plan as a whole, a commitment to receive what I am paying for. My unlimited data plan was removed mistakenly, the reasons are unknown yet, but it is a fact that was one of the CS reps who pushed the wrong button. I know AT&T is using every resource they can to terminate the unlimited data plans, have done extensive research on this matter, they are just not airing their intentions to stop loosing customers. Again their LTE coverage is way behind Verizon's and customer satisfaction is not their closest friend. I might also have to deal with overcharges due to the limited 300MB they put me on, having they resolved this issue, I can thank them but I'll bear a scar of skepticism against their service. That I did not have by the way.

For those who will deal with a similar stressor: have more than one CS rep play with your account and most certainly it will end up all messed up.

@wingrider01: I see no help from your replies rather than accepting AT&T's abuse. Thanks but no thanks.

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I suggested an avenue for assistance in the first response made - told you to PM jamileh with all the details, have you done that yet?

FYI not accepting the "abuse" just telling you that you are repsonsbile for your actions and what the possible outcome is

[dwill05]

Hopefully you can get it worked out, but if you do decide to leave, you will be liable for the ETF if you keep the phone after 30 days. While you can rationalize it to yourself however you like that you feel like you don't owe it, you do, and AT&T will probably come after you for it.

[jamileh]

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iPhone_vs_the_world wrote:
It was too good to be true! I received my iPhone 09/21 and I started the activation process using the chat. Everything seem pretty smooth the agent apparently was doing everything fine, after 1hr, she tells me to go to a website to accept the terms and conditions or to call an 866 number. She told me the phone looked as parked! I had no clue what it was.<br><br>My phone started working and I went to the website but it was giving me an error, weird case since my phone was activated and working, texts and calls, it was telling me there was no data plan, since that happened I knew there was something wrong. I ended the chat and called the 866 number. They told me everything was ok with my account, my phone was in the system, activated and my plan grandphathered my unlimited data plan as it should have.<br><br>Today I received a text message saying that I was 35% from using ALL my 300MB of data!!! As I said, too good to believe everything went that smooth!!! I called and they told me that I was in a 300mb plan!!! Unacceptable I said, they could only submit a case and it might take up to 7 days to fix my issue, and I might even have to call again if they dot fix it. I will be over those 300mb by Friday probably and I will have to deal with overcharges for sure!!!<br><br>If they don't fix it, I'm quitting AT&amp;T and moving to any other provider without paying any early cancellation fees.

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I'm sorry this has caused you so much stress and worry. 

I received your private message (thanks wingrider) and have responded. Please include contact information in your reply to my private message so we can help. 

[iPhone_vs_the_w…]

I continue getting text messages and emails saying that my 300mb was close to be reached, now that it has been surpassed and I will be paying. $20 every 300mb, more likely besidesdealing with my unlimited data plan restoration, I have to deal with overcharges. The most stressful situation I have experiences since I became an AT&T user. And still don't know why they did what they did. Tremendously disappointed.

[sandblaster]

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iPhone_vs_the_world wrote:
I continue getting text messages and emails saying that my 300mb was close to be reached, now that it has been surpassed and I will be paying. $20 every 300mb, more likely besidesdealing with my unlimited data plan restoration, I have to deal with overcharges. The most stressful situation I have experiences since I became an AT&T user. And still don't know why they did what they did. Tremendously disappointed.

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So while you are waiting for your unlimited plan to be re-instated, why don't you switch to the 3GB plan to avoid the overages? I'm sure they'll remove any overages when they get this straightened out but why go through the aggrevation if you don't have to? You can back date the change to the beginning of your billing cycle and avoid the overages.

[iPhone_vs_the_w…]

I did not want or agreed to make any changes since cases are usually handled by several reps and it seems that one doesn't know what the other has never seen. By agreeing to a change they might have more complications to reverse everything back to normal. I do not know what to expect now.

[askbjoernhansen]

For what it's worth then I had a similar situation where we lost the $5 200 SMS plan on our accounts. On one of them it was month later that I realized it and after the call where "they created a case" I waited a week or maybe two and it got sorted out including clearing up the per-use charges we've gotten in the meantime. (Maybe I had to call a couple times, I forget, but in the end things worked out).

[iPhone_vs_the_w…]

I really hope that is the case with me. I am expecting nothing but a positive result. Right now it's been frustrating since my iPhone 5 activation itself.

[wingrider01 ACE - Geek]

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iPhone_vs_the_world wrote:
I really hope that is the case with me. I am expecting nothing but a positive result. Right now it's been frustrating since my iPhone 5 activation itself.

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Patience, Jam will assist as long as you keep the lines of communications open to her -  according to her post up a couple she has requested additional information

Curious - you never did say what you upgraded from -

[sandblaster]

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wingrider01 wrote:

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iPhone_vs_the_world wrote:
I really hope that is the case with me. I am expecting nothing but a positive result. Right now it's been frustrating since my iPhone 5 activation itself.

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Patience, Jam will assist as long as you keep the lines of communications open to her -  according to her post up a couple she has requested additional information

Curious - you never did say what you upgraded from -

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Good point. OP never said what his previous phone was so if the grandfathered unlimited data plan was for a non-smartphone, then he's not going to get it restored. 

[iPhone_vs_the_w…]

I hope everything gets back on track ASAP. I got my unlimited data plan since my first iPhone, the iPhone3, subsequently I have kept the same family plan and I have owned every single iPhone including the iPhone 5 which is my current smartphone.

[dge1949]

I would not switch to a 3 MB data plan either. It might only screw things up more. I think you're right, AT&T is trying to get rid of the unlimited data plan Customers as quickly as possible without incurring more bad publicity. AT&T really screwed this up. I really hope this works out for you and AT&T honors their agreement.

[iPhone_vs_the_w…]

I hope they really fix my account. I know LTE + unlimited data plans are not AT&T's favorite combination but they should honor it as far as I decide to drop it or as far as they totally eliminate it. I have not reached to the point where they slow my connection down but LTE lags a lot. 4G (3G+) is far more consistent and I also hope it will improve quick.

[wingrider01 ACE - Geek]

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iPhone_vs_the_world wrote:
I hope they really fix my account. I know LTE + unlimited data plans are not AT&T's favorite combination but they should honor it as far as I decide to drop it or as far as they totally eliminate it. I have not reached to the point where they slow my connection down but LTE lags a lot. 4G (3G+) is far more consistent and I also hope it will improve quick.

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it will more then likely be slowed down to the same rate as the rest of the unlimited plans, the difference is your cap will be 5GB instead of 3GB. The throttle code is the same, just the trigger code is different

[jane697]

I asked the following question in a different thread and didn't get much of a response, if any at all, so I'll ask it here--if you're on an unlimited data plan and the majority of your data usage is over EDGE/3G but with some/little usage over 4G/LTE (let's say for the sake of argument 95% EDGE/3G)...are you throttled at the 3 GB threshold or at the 5 GB one?

[wingrider01 ACE - Geek]

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jane697 wrote:

I asked the following question in a different thread and didn't get much of a response, if any at all, so I'll ask it here--if you're on an unlimited data plan and the majority of your data usage is over EDGE/3G but with some/little usage over 4G/LTE (let's say for the sake of argument 95% EDGE/3G)...are you throttled at the 3 GB threshold or at the 5 GB one?

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the cap is set by the data plan, believe that the LTE grandfathered plan has a different feature code and description

[iPhone_vs_the_w…]

If you are on 3G/4G your cap is 3GB, for LTE users the cap is 5GB.

[Planet-Ed ACE - Geek]

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jane697 wrote:

I asked the following question in a different thread and didn't get much of a response, if any at all, so I'll ask it here--if you're on an unlimited data plan and the majority of your data usage is over EDGE/3G but with some/little usage over 4G/LTE (let's say for the sake of argument 95% EDGE/3G)...are you throttled at the 3 GB threshold or at the 5 GB one?

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From what we were told (we'lll see if it holds true), the cap should be set by the data plan you have on your account for that line.  Not by what your actually connected at with the tower.

If you log into your ATT account and look at your data plan.  If you've moved to an LTE data plan (Data Unlimited for iPhone on 4G LTE) it should be at 5GB and if you haven't upgraded and are still on the old unlimited iPhone data plan (Data Unlimited for iPhone) it should be a 3GB limit before throttling

[jane697]

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Planet-Ed wrote:

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jane697 wrote:

I asked the following question in a different thread and didn't get much of a response, if any at all, so I'll ask it here--if you're on an unlimited data plan and the majority of your data usage is over EDGE/3G but with some/little usage over 4G/LTE (let's say for the sake of argument 95% EDGE/3G)...are you throttled at the 3 GB threshold or at the 5 GB one?

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From what we were told (we'lll see if it holds true), the cap should be set by the data plan you have on your account for that line.  Not by what your actually connected at with the tower.

If you log into your ATT account and look at your data plan.  If you've moved to an LTE data plan (Data Unlimited for iPhone on 4G LTE) it should be at 5GB and if you haven't upgraded and are still on the old unlimited iPhone data plan (Data Unlimited for iPhone) it should be a 3GB limit before throttling

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Thanks for the replies--my account shows as Unlimited LTE on my line so it's 5 GB for me.

[omniblast]

I have the same issue as well. I sent a polite PM to Jam to ask if she can take a look into this issue. I did not consent to have my Unlimited plan removed, nor did I violate any of AT&T's rules and regulations. I've been seeing a couple of these pop up also on macrumors website as well. I have a resolution date of 10/9/12 but I would really like to have this taken care of as soon as possible.

Anyways, turning off my rant, not much of a rant more of an explaination, have a good day guys/gals.

[iPhone_vs_the_w…]

It seems that my plan is back to normal. I am just waiting for my bill so they take care of if and it starts normally on the next billing cycle. Good luck to you b

[jane697]

FWIW--I checked my data usage via the AT&T app (I'm on the unlimited LTE data plan); it shows that I've used ~150 MB so far...but what is more interesting is that the app is reporting my unlimited "allowance" as being 10238976 MB (~10238 GB)--i.e., I've used 150 MB of 10238976 MB so far during my current billing cycle; for comparison, OLAM reports my usage as being "150 MB of Unlimited".

Not trying to make an issue out of all this, just that I wasn't expecting to see something that implied there may be a "fixed" value for Unlimited...

[jamileh]

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omniblast wrote:

I have the same issue as well. I sent a polite PM to Jam to ask if she can take a look into this issue. I did not consent to have my Unlimited plan removed, nor did I violate any of AT&T's rules and regulations. I've been seeing a couple of these pop up also on macrumors website as well. I have a resolution date of 10/9/12 but I would really like to have this taken care of as soon as possible.

Anyways, turning off my rant, not much of a rant more of an explaination, have a good day guys/gals.

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Hey omniblast - I just replied to your private message, will you please take a look when you get a moment?

[iPhone_vs_the_w…]

It seems that they just added a value to the unlimited data plan as well as the 3GB and 5GB caps that will slow down our speeds. My bill is now showing overcharges of more than $70 due to this issue!