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New Member

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4 Messages

Sat, Apr 10, 2021 2:00 PM

Mobile Security Plus

my wireless plan is unlimited elite. 4 lines. I cannot seem to resolve an issue. 2 phones have been upgraded to Mobile Secuity Plus. The third phone is stuck at Basic. I have called numerous times and nothing. Anyone else have a problem like this?

Responses

Brand User
ATTHelp

Community Support

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155K Messages

1 m ago

Hello @Nini

 

Allow us to provide you with insight on our AT&T mobile security plus features.

 

Before we continue we need just a little bit more information from you to get started:

 

  • When did you first purchase the Unlimited Elite plan for all of the lines? If you recently purchased the wireless plan on the line, it may take up to the next billing cycle to see any changes.
  • Are you aware of the no cost charge, that comes with an eligible wireless plan, to receive advanced mobile security features? By clicking the following link, you'll see that these features are not the same as the AT&T Mobile Security and Call Protect Plus, which would cost $3.99 per month.
  • How long has the third line been on Basic Mobile Security?

For more information we have our Call Protect/Mobile Security article that would be a great reference tool for analyzing what security features come with your wireless plan.

 

 

We kindly await your response.

 

 

Ty, 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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4 Messages

1 m ago

I have had the unlimited elite plan since November 2020. The third line has been part of my plan for 10 years I think. When I signed up for unlimited elite, I got an extra line and brought into the group. The 3rd line (Edited as per Community Guidelines) has been on my plan for 10 years. The 4 th line is just an extra one and I purchased an iPhone 7 to accommodate the 4th line. I use it as an extra phone at home. 
With the unlimited elite plan,  Mobile Security plus is no charge. Not $3.99 a month. So let us get the mobile security changed to plus from basic. Thank you 

(edited)

Brand User
ATTHelp

Community Support

 • 

155K Messages

1 m ago

Thank you for the reply, @Nini!

 

Let's look into your request. In order to apply Mobile Security Plus to that third line it is advised that you confirm the device for that line doesn't match one of the following below. 

  • iPhone 5S and lower
  • Feature phones
  • Old and non-HD voice SIM card (must have 27 in the 9th or 10th position)
  • Other carrier smartphones (required AT&T HD Voice-enabled devices)
  • AT&T Wireless Home Phone (WHP), AT&T Wireless Home Phone & Internet (WHPI), and AT&T Wireless Internet
  • Tablets, iPods, and iPads

If none of these descriptions match the 3rd line on your account then let us know so that we may assistance!

 

Lar, 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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4 Messages

1 m ago

Hi AT&T

In response to your latest post, none of these conditions are applicable to the 3rd line. Therefore I know Mobile Security Plus should be on the 3rd phone. How do you fix that?. If I’m supposed to be getting mobile security plus as one of the perks of the unlimited Elite wireless plan, I’d like that to happen, on the 4 phones. My husband's phone is fine, my phone is fine, my brother’s  phone is not fine because he’s not getting mobile security plus. He’d have to pay $3.99 per month. He’s on our plan, he has a new iPhone. Sooo , let’s figure this out. thank you. Nini

Brand User
ATTHelp

Community Support

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155K Messages

1 m ago

Hello @Nini,

 

Thank you for updating us.


Please submit a ticket so that this can be reviewed and we can work toward a possible resolution.

 

Also, submit a request to our app support. This is used to report AT&T Mobile Security app issues.

 

Please let us know if you're able to access these link and successfully submit your tickets.

 

Jonye, 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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4 Messages

1 m ago

I fixed the problem. I uninstalled snd installed the app. Now MobileSecurity is active in the phone line. I’ve been attempting to fix this problem for months but AT & T did not come through. With all the phone calls, a ticket snd the forum I had to rely on myself. 

Brand User
ATTHelp

Community Support

 • 

155K Messages

1 m ago

Hello @Nini

 

We are happy that your app issue has gotten resolved! If you need any assistance in the future please feel free to reach out. Thank you for being a member of the AT&T family!

 

We hope you have a great weekend!

 

 

Ty, 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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