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J

New Member

 • 

1 Message

Wed, Jan 20, 2021 5:54 AM

Data not active.

My prepaid plan includes 5GB of data, however my phone always shows the message "sign into network" when my Wi-Fi is switched off and I'm trying to use data. I've followed all troubleshooting, contacted customer service and they were less helpful than the 611 robot. If I'm not going to get what I pay for from my plan, which is service your company advertises, I'd like a refund on my plan.

I can provide all the information on my device, whatever you need to fix the issue. Just fix it or refund me for the plan because it's not what I paid for.

Troubleshooting followed has been device restart, turning data on and off, resetting network settings and I've even double-checked my plan includes data. 

Responses

lizdance40

ACE - Sage

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82.3K Messages

a month ago

1.  This is a customer populated Community forum, not AT&T. 

2.  Prepaid does not refund.

3.  What phone are you using?    

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
sandblaster

ACE - Expert

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46.9K Messages

a month ago

This forum is not customer support and prepaid does not refund. What you describe sounds like incorrect APN settings. Resetting network settings normally fixes that but not always. You may need to manually edit them. 

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

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147.7K Messages

a month ago

Let's lend a helping hand with getting your device connected @Jmorris97!

 

As what was previously mentioned from @Lizdance40 and @Sandblaster, there are no refunds for AT&T prepaid accounts and services. 

 

If you're experiencing problems with your device not connecting to the cellular network, you can switch your device to airplane mode for 10 seconds then turn it off to re-connect. 

 

You can also use the Device Troubleshoot & Resolve Tool by selecting what cellphone your using, then go to Fix an Issue > Service Issues > and tap on Call/Data quality to follow the instructions provided. 

 

We hope this helps, and thanks for reaching out!

 

Dwight, AT&T Community Specialist 

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