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BrittanyE's profile

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Wednesday, December 27th, 2023 2:27 AM

Recent Disabled-Paid Auto Renew Service with Myvehicle

A few days ago while using my Lincoln's Car Wifi to make a business call I was abruptly disconnected. I thought it may have been a dead zone(It is a Verizon Dead zone) hence why I was using my cell's wifi calling feature. Normally when I don't have cell service, I have the wifi and when I dont have wifi, I have cell service.

When I came into the city with long-confirmed service history, I was met with my vehicle's Wifi no longer having internet ability. Checked my auto-pay account, said active with UNL DATA Plan, renews in X Days. Tried the Refresh button, no change. Tried the Refresh option in my car's settings, no change. Data usage screen showed I had used 6.01GB out of 0. 

Shrugged it off, went into work and figured it would resolve itself.

To my surprise, over the next 2 days it never resolved. With the holidays and being told there is only 1 option to make contact about AT&T Vehicle Wifi I waited until this evening to reach out. I was met with a very odd recording and selected to get a call back at the soonest, tomorrow or later in the week.

2hrs exactly from me scheduling my call back my vehicle randomly has data again like nothing has been happening and it hasn't been disabled for days, prompting me to purchase more data. Vehicle still states I have no data to use and online to purchase more. I attempt to call them and a completely different recording and prompts. 

Why did this happen? Was there an attempt to contact me about a outage? I understand connectivity can be spot

t but why was I disconnected from my longterm(over 3 yrs, since I bought the car) plan for days? Why is it showing I still have no data to use and need to purchase more? Why after taking 35-45 MIN to get through and set up call back was my wifi working miraculously? Is there a plan to fix this and correct billing for disconnection from paid services? Lastly, to reach out to me to explain personally?

1 Message

4 months ago

Apparently there was an outage or software problem.  I lost wifi internet on my Subaru Dec 23rd/24th.  I went online and it showed my account correctly with auto renew for unlimited plan and had my credit card on file.  Plan was due to renew 12/26.  Still no service 12/26 so I called and got the message to schedule a return call later that afternoon.  In the meantime, I did a lot of troubleshooting on my own to no avail.  The call came at 4:30pm and we repeated troubleshooting and sent a refresh signal several times after agent spoke to higher level support.  No success, so I was given a ticket number.  This morning, I logged onto my account only to see I had no data plan, no history of any payments, and no payment method on file.  It was giving me the option to purchase a plan but my plan was a special promo and no longer listed for purchase.  I called again to report this and received a call back in 10 minutes.   The agent pulled up my account, spoke to someone, mentioned there was a problem over the weekend and they had a lot of calls about it.  He then offered to activate a complimentary plan for 3 months.  He set up the plan and asked me to go out to the car and see if it connected.  It worked perfectly...connected with internet.  I went back inside and logged into my account and everthing was back in order, including my unlimited plan and credit card on file.  It would have been nice if they were aware of the issue during my call last night, which lasted about 40 minnutes.  I could have just waited and maybe everything would have started working again today.  At least everything seems back to normal now.

Community Support

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231.2K Messages

4 months ago

Hi @BrittanyE, we understand the importance of your concern. We're here to help get this sorted.


We're going to initiate a DM to help you with your issue, Please meet us in DM so that we can work together and get this sorted. 
Please look out for a DM notification from us. (For your reference it's the bell icon on the top right-hand corner of the forums)

Looking forward to speaking with you!


Thank you for contacting AT&T Community & Forums,

AndrewP, AT&T Community Specialist.

Community Support

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231.2K Messages

4 months ago

Hey @mefids, we are glad you were able to get a resolution to your problem. 

Do reach out to us if you have any other concerns or questions for us in the future.

 

Thank you for visiting AT&T Community Forums!

MikeN, AT&T Community Specialist. 

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