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New Member

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6 Messages

Tuesday, June 2nd, 2020 4:00 AM

Session Based Customer Service

I posted this under the "Internet" forum and was politely advised that it should have been posted in the "Wireless" forum, so I have reposted it here in hopes that someone can give me some help. Thanks.....

I have been trying for over a week to contact a customer service representative for a Session Based data only account. I have called the number provided on the "Buy A Session" website, I've dialed 611 from my AT&T cell phone, I have been to the local AT&T store and I have tried a local number provided by one of the many agents I have talked to, but no one at AT&T seems to be able to help with session based internet for my Android tablet.

Can anyone please supply the proper customer service contact information for a "Buy A Session" account?

ACE - Expert

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14.1K Messages

4 years ago

I don't know that there is necessarily a special number, it might just be such a rare product many reps don't have much training on it.

What issue are you having? Maybe someone here can offer some help.

New Member

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6 Messages

@MicCheck  Thanks for your response, but I need to speak to someone about changes to my account. I was even told by one AT&T customer service representative that AT&T does not have a support department for session based accounts. I can't believe that a company the size of AT&T would sell a service with no account assistance available.

Some how changes were made to my account and there seems to be no one that can assist me. I am hoping that there is someone on this forum that knows where to call.

Thanks again. :-)

ACE - Expert

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14.1K Messages

What changes were made to your account? Was it in the middle of a purchased session or when you bought a new one?

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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.

ACE - Sage

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116.6K Messages

4 years ago

Just a wild guess, based on you originally posting in 'internet' :
Were you using the data connect sim card in a mobile hotspot?

New Member

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1 Message

2 years ago

Funny, this thread is two years old and I just experienced the same frustration over the last few days. AT&T seems to be in some kind of denial about the existence of session-based accounts and when mine refused to update by taking a payment through settings on my ipad, I got a royal runaround from a few different departments over the phone. I was then told I'd need to go to an at&t store. They tried and were unable to help and told me I'd have to go to an at&t corporate store. There I was finally told the session based plans were actually an apple thing and they were no longer available. Sorry, AT&T, YOU (Edited per community guidelines). I'll be getting a SIM card for a carrier that has some service.

(edited)

ACE - Expert

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14.1K Messages

2 years ago

As noted in the 2 year old thread, these products are so old that few reps you can talk to even know they exist, let alone be able to provide support for them. Calling customer service was the correct answer. 

Honestly, AT&T probably isn't all that upset about losing a customer with one of those plans, but if you want to escalate, you can file a BBB complaint to talk to someone at corporate. 

Community Support

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230.7K Messages

2 years ago

Hi FormerCustomer, we understand the need to stay updated on your session based plan, we want to get you in a Direct Message(DM). Check the message icon in the upper portion of the page and reply back. 

 

In the meantime, please keep in mind that:

  1. Effective April 13th, 2022, DataConnect Pass (Session-Based) plans are no longer available for new customers.
  2. New AT&T DataConnect Pass customers selecting a new plan will be redirected to AT&T PREPAID online activations.
  3. New data plan customers should sign up for new AT&T PREPAID data plans for tablets and mobile hotspots.
  4. Non payment for 60 days automatically cancels your account. 

We look forward to assisting you further with your plan inquiry! Again, keep an eye out for our DM. 

 

Rhoda, AT&T Community Specialist

New Member

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1 Message

2 years ago

Rhoda -

    I have 3 iPads with AT&T Data Plans. For the last several days I have not been able to access either the on-device service portal nor the one that usually works from here:

https://dcp2.att.com/OEPNDClient/Logout?version=0.7729002351206692. I want to make sure that my payment information remains up to date. Is there a new address? Is this down for maintenance or is something else happening?

Community Support

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230.7K Messages

2 years ago

Hello @majortom64, we're happy to help with information about  our AT&T Data plans. 

 

If you have an issue with the site, delete cache, cookies, and restart your browser. In some instances, you may need to use another browser. Review details of the AT&T Data plans on our help page and check out the following steps to troubleshoot your access. 

  • AT&T Data Plan for iPad is required for your iPad. If you have recently swapped a SIM card from your wireless handset into iPad, your data service may no longer work properly on either device. Please call us at 800.331.0500 (or 611 from your wireless phone) and our team will help you establish service with a data plan unique to iPad, and restore service on your wireless device.
  • What error are you getting when accessing our Data connect Login page? If you are getting a login error, click on forgot password and enter your email, ICCID and IMEI number to recover your account information. 
  • Each DataConnect Pass plan includes a specific amount of data that lasts a certain length of time. 

Keep in mind as of April 13, 2022, you can no longer purchase new DataConnect Pass (aka Session-Based) data plans.Once all you use all your data or the expiration date passes, you’ll have to buy a new Data plan. We're here if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

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11 Messages

2 years ago

Two years later, I'm having same issue, it's crazy. Customer service can't help and not even the AT&T store can help, every number they have given to call, either hangs up automatically or can't help. 

New Member

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2 Messages

2 years ago

Customer support is still unable to help with these accounts. There needs to be a way to start a help ticket to track issues

ACE - Expert

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14.1K Messages

2 years ago

I wouldn't expect things to change. AT&T's trying to get rid of these plans, so I doubt increasing support for them will happen. You just have to keep trying to get in touch with just the right person. 800 331-0500 from a non-AT&T phone might be the best way. 

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