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

[jamileh]

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iPhone_vs_the_world wrote:
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!

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Did you let Catherine know that you'd been billed for overages? If not, please do so. 

[iPhone_vs_the_w…]

I have done twice without a reply. Thanks

[jamileh]

I checked your escalation ticket and I see an email you sent yesterday afternoon. 

I'll make sure she's aware that you're awaiting her quick reply.

I see Catherine was able to address the $70 upgrade fee balance on your account. I'm sorry you had such difficulty with that!

[Glock1]

I have upgraded twice with my unlimited plan and had it removed by mistake. Glad you got it taken care of. AT&T has always been very helpful in squaring things away for me in the past as well with regards to my unlimited plan. I upgraded online this time, I hope it goes smoothly as well. 

[omniblast]

Thanks again Jam for taking a look at this. I received a txt  on 10/6/12 at 9am~ stating that the following:

ATT: The unlimited iPhone data plan has been added as requested, effective 10/05 Questions? <phonenumber> 

I checked by *3282# and it stated that I was back on Unlimited again.

Thanks for the help. It's unfortunate that we can't just have a option for unlimited (with 5gb cap) as a normal obtainable plan anymore. Since it's capped at least there is no overage for people and it just slows their bandwith down.

Now to figure out why my work area keeps dropping signal and I keep getting a No Service indicator every so often. (randomly)

[iPhone_vs_the_w…]

Thanks for your assistance. I just hope that next time I need assistance I do not have to use so many different channels to get to the solution. There should be a faster way to save resources and time and manage delicate cases like this the right way.

Thanks

[jamileh]

I am glad that we were able to resolve your issue but sorry that it took a lot of work on your part. 

You're always welcome to come here for support or contact @attcustomercare on Twitter if you prefer not to call support. 

[tallulahbird]

Hi there:

I came across this thread tonight after researching this topic. The very same thing happened to me today. I called AT&T customer service to activate my new iPhone 5, upgraded from the 4. I have had the unlimited data plan since 2009 & expected to be grandfathered in as I was when I upgraded to the 4. During the phone activation the customer service rep & I never spoke about any change to my data plan, he simply asked all the necessary questions about my various serial code numbers on the back of my packaging, put me on hold for a minute then told me that the switch had been made. Only after I called AT&T back about an hour later to enroll in mobile insurance was I told that "I didn't have a data plan." That was news to me! After 40 minutes on the phone trying to figure it out, just like the original poster, I was told that they had to "open up a case" because the unlimited plan was no more & they could not simply just add it back to my account, even though it wasn't me who made the error. I was told that the customer service rep who I had originally spoke with had probably "accidentally deleted it from my account" So now I am currently without a data plan for up to 7 days for a mistake that I didn't make! This is incredibly frustrating! 

I live in a very rural area in Northern Virginia & get terrible call reception on my cell phone but have always been able to text & use my data plan for communicating, it is just something that I chose to accept & deal with. The unlimited data plan was the very reason why I chose to stick with AT&T & renew my two-year contract by upgrading to the iPhone 5. Now without a data plan I have no means of communicating with anyone via cell phone! I don't understand how this is acceptable business practice for loyal customers who have clearly been with AT&T for years.  Any advice or assistance would be greatly appreciated!

[iPhone_vs_the_w…]

I know it is really frustrating but I think it is just a glitch, after a few days of struggling with this issue, http://forums.att.com/t5/user/viewprofilepage/user-id/2548143 contacted me and resolved the problem for me. I hope they will solve it and fix all the derived consequences.

[iPhone_vs_the_w…]

I thought everything was over! LTE is very intermittent and usually goes from LTE to 4G, today it got stocked on 4G and it leaves me without service on and off. I tried to contact the chat assistance since it is the faster way and it is totally worthless, when you get in thy don't know anything and after 1 hour they ask you to call. Never been so disappointed about my provider. If anybody knows how to resolve the issue and get LTE back, please let me know.

[rnsr4u]

ME TOO!!

Just venting since I am hopeful I will be put back the way I was.   

I am optimistic so I hope I won't be eating these words....

I called today because my Kindle Fire HD 4G wasn't allowing me to add to it or log on to a buy a session.  Wow, did I get snookered!    I have been with AT&T forever and will say I was fortunate that when I recently upgraded to the IPHONE 5 at Best Buy, I did keep my unlimited plan I've had for years. I asked over and over to make sure after waiting for hours for my ticket to be called.   Only, to have it snatched away today by Anthony on the telephone.  We have the family plan 1400 with 2 of those phones still with unlimited data.  Anthony was a very Happy person on the phone, kept me on way too long, but very animated and full of stories and movie questions, keeping me confused with the process.  I stated numerous times (on a recorded line I hope on his end!!) that I did not want to loose my unlimited data plan but I was hoping to find a way to have all my devices under 1 user log in and if possible 1 account. Basically, that since I couldn't log onto my kindle to add data was there other options better to use than what I have already with just buy a session.   We have 2 3g IPADS that we do the monthy data on and then my Kindle Fire 4g.  I explained to him that I initially had activated the kindle with the promotional 250 MB Domestic Plan that you pay $49.00 and get for the next 12 months. (which still has a few months left on.   Not much but in hindsight, he said, I don't know what that is.  I said, well I am calling because it says network not found and to call AT&T, hence my call.  By the time we got done, he had talked me into mobile data share telling me this would save me money and I could, for $10.00 add the other 2 IPAD's each.  Okay, I said, sounds great as long as I don't lose my unlimited data plans on the 2/5 phones.  "No you won't lose that!!"  Can you believe that?!!  I have a son who is 19 and have to say I thought what a nice young man, so polite and helpful......Yeah, right.  by the end of the call he kept saying weird things like I couldn't use the installed SIM cards on the Kindle or IPADS  had to receive new ones, even asking me to go the At&t store, duh, that is why I am calling to avoid going to the store!!..and he would be getting a sales person on the phone to help.  Next guy simply carries on and ask me about my Kindle, if I like it etc.  NEVER verifying or telling me I was losing my Unlimited data plan.  Since I stated at least 3 times, this mobile share sounds great, but only as long as I do NOT lose my unlimited data plans on the 2 IPHONES that have them.. and sure enough I did.  I'm optimistic since I got off the phone and it had only been a couple of hours before I logged into my AT & T account online looking for my "unlimited data" and it was not there.  They are switching it back so I will keep you posted.  Amazingly, I still have the same issue I had before I called in about my Kindle but will tackle that another day.  I was so pleasantly surprised how kind on the phone everyone was but I feel very suckered and leary.  What is the world coming to....fingers crossed.  I have insight Wi-fi, Insight phone Insight Cabe and Direct TV at my house now, so they could've helped me with my attempt to switch and get everything under one umbrella but that did not happen.  It is really confusing if you are not savy on what is available.  

[jamileh]

I'm sorry we weren't able to properly handle your initial request. Please do let us know how this ends up and if you need additional help, you're welcome to send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you. If you do need to contact ATTCustomerCare, please include a brief summary of what happened.  




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

[sandblaster]

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rnsr4u wrote:

ME TOO!!

Just venting since I am hopeful I will be put back the way I was.   

I am optimistic so I hope I won't be eating these words....

I called today because my Kindle Fire HD 4G wasn't allowing me to add to it or log on to a buy a session.  Wow, did I get snookered!    I have been with AT&T forever and will say I was fortunate that when I recently upgraded to the IPHONE 5 at Best Buy, I did keep my unlimited plan I've had for years. I asked over and over to make sure after waiting for hours for my ticket to be called.   Only, to have it snatched away today by Anthony on the telephone.  We have the family plan 1400 with 2 of those phones still with unlimited data.  Anthony was a very Happy person on the phone, kept me on way too long, but very animated and full of stories and movie questions, keeping me confused with the process.  I stated numerous times (on a recorded line I hope on his end!!) that I did not want to loose my unlimited data plan but I was hoping to find a way to have all my devices under 1 user log in and if possible 1 account. Basically, that since I couldn't log onto my kindle to add data was there other options better to use than what I have already with just buy a session.   We have 2 3g IPADS that we do the monthy data on and then my Kindle Fire 4g.  I explained to him that I initially had activated the kindle with the promotional 250 MB Domestic Plan that you pay $49.00 and get for the next 12 months. (which still has a few months left on.   Not much but in hindsight, he said, I don't know what that is.  I said, well I am calling because it says network not found and to call AT&T, hence my call.  By the time we got done, he had talked me into mobile data share telling me this would save me money and I could, for $10.00 add the other 2 IPAD's each.  Okay, I said, sounds great as long as I don't lose my unlimited data plans on the 2/5 phones.  "No you won't lose that!!"  Can you believe that?!!  I have a son who is 19 and have to say I thought what a nice young man, so polite and helpful......Yeah, right.  by the end of the call he kept saying weird things like I couldn't use the installed SIM cards on the Kindle or IPADS  had to receive new ones, even asking me to go the At&t store, duh, that is why I am calling to avoid going to the store!!..and he would be getting a sales person on the phone to help.  Next guy simply carries on and ask me about my Kindle, if I like it etc.  NEVER verifying or telling me I was losing my Unlimited data plan.  Since I stated at least 3 times, this mobile share sounds great, but only as long as I do NOT lose my unlimited data plans on the 2 IPHONES that have them.. and sure enough I did.  I'm optimistic since I got off the phone and it had only been a couple of hours before I logged into my AT & T account online looking for my "unlimited data" and it was not there.  They are switching it back so I will keep you posted.  Amazingly, I still have the same issue I had before I called in about my Kindle but will tackle that another day.  I was so pleasantly surprised how kind on the phone everyone was but I feel very suckered and leary.  What is the world coming to....fingers crossed.  I have insight Wi-fi, Insight phone Insight Cabe and Direct TV at my house now, so they could've helped me with my attempt to switch and get everything under one umbrella but that did not happen.  It is really confusing if you are not savy on what is available.  

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Sorry you felt like you were being suckered but you shouldn't. When the rep said you would not lose your unlimited data on your iphones, though he was definitely wrong, he probably believed it himself. I seriously doubt he was purposely trying to mislead you.

Do you really need that unlimited data on those 2 iphones? Personally, I still have my unlimited data too but in over 4 years of owning an iphone, I've never used more than 1GB in a month and my "normal" usage is more like 300-400MB. I don't have enough data devices on my plan to justify moving to shared data but unless your data usage on those iphones is really that high, you should consider the shared data plan. It could save you some money with as many data devices as you have.

[rnsr4u]

NO COMPLAINT HERE!!

Its already fixed.  Thank you AT&T!! I am a happy customer again. Yea!

[jamileh]

Awesome!

I hope you'll stick around the community, there is a lot of great info and tons of great people here.

[rnsr4u]

Its already fixed.! Sorry I missed your call, was serving up dinner to hungry family!! Thank you so much. As for the polite young man..He may have had no ill will, just young.!

Thanks again.!