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RTHtachet

New Member

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15 Messages

Mon, Mar 30, 2020 10:16 AM

My hotspot isn't working

hasn't worked out of the box, photos also don't send and if they do they're super blurry on iPhone no matter the resolution shot in. Also I can't watch any videos over 360p. I have full 4G LTE bars, testing at 85Mbps DL and 35 Mbps UL
I have the Elite contract plan which is suppose to include 30GB of hotspot, but when I turn it on it says I require an eligible plan. This is a 1500$ phone(S20 Ultra) and these problems are unacceptable

Responses

lizdance40

ACE - Sage

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75.3K Messages

2 months ago

This is a customer populated forum not AT&T support.
You have not provided enough information
Are you new to AT&T? Are you in the area of poor AT&T reception?
You mentioned in iPhone, but you also mentioned a Samsung S 20 Ultra. Do you have more than one phone on your plan.

(edited)

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RTHtachet

New Member

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15 Messages

Full 4G LTE bars. 85 Mbps download speed.
Galaxy S20 Ultra
When I boot up the hotspot it says "an eligible plan is required to use hotspot"
But I have ATTs most expensive plan, which definitely includes 30 GB of hotspot.
I mentioned iPhone because any time I've EVER sent photos to an iPhone they show up in a weird resolution and look blurry and ugly. They always have and I'm surprised it isn't a more talked about topic. Its either a competition tactic or a bug, but it's happened for over a decade on every android I've ever had.
Galaxy S
Galaxy S5
ZTE Blade Spark
Galaxy Note 7
Galaxy S9+
And now the Galaxy S20 ultra

And I'm sorry for posting in the community forum, this is literally where it redirected me to for support. Waiting on 611 for 30 minutes at 3am before taking it to the forums
Brand User
ATTHelp

New Member

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120.2K Messages

Let's look into your inability to access mobile Hotspot, @RTHtachet!

 

First, try resolving your experience by powering your device off then on again before trying to enable Hotspot. Restarting the device usually helps resolve any minor issues you may be encountering.

 

Also, if your experience persists despite the first step, try disabling Mobile:

  1. From your Home screen, navigate to Settings > Connections > Data usage.
  2. Tap the Mobile data switch to turn off.
  3. If prompted, tap Turn Off to confirm.

Let us know how this worked for you.

 

Lar, 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.
lizdance40

ACE - Sage

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75.3K Messages

@RTHtachet fyi support takes calls from 8 am till 10 pm. no one is available at 3am except the call center for international travelers.

At&t is running on a reduced staff on purpose. Wait times have been 2 hours and more in cases.

🐾 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.

Award for Community Excellence 2019 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.
RTHtachet

New Member

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15 Messages

Neither option worked
I've also tried resetting network settings and defaulting APPS
I feel like I've tried everything shy of resetting my entire phone
They reactivated my pay as you go sim for use with my Elite data plan on this phone, could that have an effect?
lizdance40

ACE - Sage

 • 

75.3K Messages

hum, what?

You have a prepaid sim, but using postpaid service? That isnt suppose to be possible.

It may be the problem, but at&t will hvae to respond.

You can order a postpaid sim online. if not from at&t, try Amazon

🐾 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.

Award for Community Excellence 2019 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.
RTHtachet

New Member

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15 Messages

They gave me a postpaid sim but it didn't work in the phone (wasn't activated)
The prepaid sim that's like 4y old was reactivated for use with my S20 postpaid Elite plan. I asked questions in the store too, lady said it was fine.. odd to me though
RTHtachet

New Member

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15 Messages

(Edited per community guidelines)

(edited)

lizdance40

ACE - Sage

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75.3K Messages

Without any further comment from AT&T, I'd say the SIM is the problem.
Not sure how the change from prepaid to pistpaid was made, but AT&T's own information says it should be done in a store and new sim provided.

🐾 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.

Award for Community Excellence 2019 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.
RTHtachet

New Member

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15 Messages

It was done in store but they delivered my S20 from the city, my store was out of stock
She said the prepaid sim would work fine
The s20 came with a sim though and I kept it.. i guess ill have to wait 6mo for this virus to blow over to get service transferred to the sim that came with the phone 😅
lizdance40

ACE - Sage

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75.3K Messages

Ugh. Let's hope not.
Let me see if I can find a support article that may help. - but your best bet is to reach someone within AT&T who can transfer service to the new sim.

🐾 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.

Award for Community Excellence 2019 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.
RTHtachet

New Member

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15 Messages

So I know this thread is old.. but I'm still having problems
I waited on the phone for 3 hours and got my new sim that came with the device activated, free of charge. My mobile hotspot works and devices connected connect around 40to 80Mbps.
I have full 4G LTE bars. Any app that requires internet lags. I can instantly load 360p videos, but when I go up in quality past that, it infinitely buffers
Honestly I'm about to factory reset the phone.. really don't want too though, I already have 100GB of data on here. Thats a lot of file transferring
I also went to the city yesterday, full 5G bars.. 127Mbps download speed and still couldn't load 720p60 or 1080p60 videos
Also, if I connect to my wifi.. 12Mbps DL 0.8 UL, I can watch 1080p60 flawlessly. No buffers.

(edited)