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New Member

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3 Messages

Thu, Jul 2, 2020 8:09 PM

Hotspot data

I'm familiar with how hotspot data is throttled when you reach the limits on your plan. I have the unlimited plan for prepaid wireless with 10gb hotspot data. I hit my cap near the end of my 30 days, and the plan has since renewed. However, my hotspot data is still throttled. I cannot even load simple web pages on my connected device without waiting minutes. It is my understanding that the throttle should have been removed when the plan renewed. Can anyone help me?

Responses

Brand User
ATTHelp

Community Support

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128K Messages

a month ago

Hi @terminator90,

 

Thanks for reaching out! We'd love to assist.

 

You may be experiencing a service interruption in your location. Please provide us with your zip code, so we can check for you. If you are having any other issues with your cellular connectivity, please let us know. We look forward to you response!

 

Collin, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

Thank you for your message Collin. I called in today and it seems my issue had to be escalated higher. But thank you for checking the forums and responding. 

Brand User
ATTHelp

Community Support

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128K Messages

Hi @terminator90,

 

No problem. If you have any additional questions or concerns afterwards, don't hesitate to reach back out to us here on Community Forums. Thank you!

 

Collin AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

I have a follow-up, though it might be better in personal messages. One of the troubleshooting fixes the rep had me try didn't work when we did it on the phone, but out of curiosity I tried again and it worked. I have the ticket number, but if the issue is resolved I wouldn't want to bother the engineers. And I do not know of any way to call back in and get the same rep on the line. Any advice other than wait for the call regarding my issue to let them know it ended up being resolved?

Brand User
ATTHelp

Community Support

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128K Messages

Hello @terminator90,

 

Thanks for following back up with us.

 

Unfortunately, once a ticket has been raised for any issue, it can only be closed out by our back office team who reviews it and resolves the issue before closing the ticket.

 

However, if they don't already recognize that this issue has been resolved, you can absolutely let them know that you're no longer experiencing this issue if they do reach out to you directly.

 

Please let us know if you have any other questions or concerns.

 

Sean, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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