Data not working after switch to Mobile Share

Highlighted
Tutor

Data not working after switch to Mobile Share

Last Thursday I changed my service to the 10gb mobile share plan on my iPhone 5S. The next day when I was off my wifi network I noticed that my data was not working all of a sudden (off wifi). I spent 30 mins troubleshooting with AT&T with no resolution. For some reason I can only access att.com domain sites but nothing else - regardless of web browser. Web apps also cannot connect using att data.

I then decided Friday evening to upgrade to a Samsung Galaxy s5 and today is my first day away from wifi and have the same exact issue with this phone - including only being able to access att websites. I spent another 30 mins with a customer service rep who tried unregistering me from the network and changing service plans ... With no luck.

Obviously this is not a device issue since it happened to both devices. It's also not a location issue since I have a secondary iPhone 5 that is working perfectly (on a different service plan)

I've been now at least five days without data... Even though I'm paying for it and don't see a resolution in sight.

Anybody have any suggestions?
Message 1 of 7 (425 Views)
Mentor

Re: Data not working after switch to Mobile Share

I wonder if you have a bad sim card?  Did you use the same one in both phones?

Message 2 of 7 (422 Views)
Tutor

Re: Data not working after switch to Mobile Share

Unfortunately two different SIM cards used so doubt it's that.
Message 3 of 7 (383 Views)
ACE - Master

Re: Data not working after switch to Mobile Share


kr3900b wrote:
Unfortunately two different SIM cards used so doubt it's that.

Have you called *611 form your phone (or the proper 800 number) and worked with the support team there?  I know that it is possible that your data service was not properly provisioned when you were transitioned to the new service plan.  When you call them, make sure to mention that your plan was recently changed so they can check to make sure that it is setup properly.


Jerry B.
"GeekBoy"

--

For additional help, please send a PM to ATTCustomerCare.
*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.
Message 4 of 7 (372 Views)
Tutor

Re: Data not working after switch to Mobile Share

Different Sim cards...
Message 5 of 7 (369 Views)
Tutor

Re: Data not working after switch to Mobile Share

Hi - I have called and spoke to two different reps each for over 30 mins troubleshooting. First on the iPhone on Friday and then today on the Samsung. I did mention my full story including how I changed the plan last Thursday but did not explicitly call out the provisioning suggestion. I would hope they would be trained to check that based on the feedback I provided. I'll be sure to mention that in my follow up.
Message 6 of 7 (368 Views)
Tutor

Re: Data not working after switch to Mobile Share

The mystery continues. Spent an hour this evening with a tech and still no resolution. Provisioning was checked and doesn't seem to be the issue.
Message 7 of 7 (351 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.