08-11-2016 11:10 AM
We’ve all received a text message or email alert when we’re almost at our data limit and been left wondering, where did it go? We’ve all been there! Our minds quickly jump to “Is my phone ‘leaking’ data?” or “Is someone else using my data?” We know how important staying connected is in this day and age, and we know that your data plays a big part in helping you stay in contact with family and friends.
That’s why we’re here with another “Ask an Expert” session. You have questions that we want to answer regarding your smartphone data usage!
STRAIGHT OUTTA DATA
Wednesday, August 24, 2016
1 - 5 PM ET 10 -2 PM PT
AT&T Customer Care
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Solved by: Go to Solution.
- edited 08-15-2016 9:28 AM
Let's meet our panel of experts for the Wednesday, August 24, 2016 Knowledge Share: Straight Outta Data.
@aTeamxM4TT joined AT&T shortly after college graduation in 2012. He likes to read, watch moves and cook. You'll often find him watching and playing hockey, football and baseball.
@cbthompson is an AT&T e-commerce manager supporting wireless devices, voicemail, caller ID, email and app troublshooting. She enjoys traveling, photography, reading, cooking and hanging out with her husband and three school-age children.
@GotAnswers has six years of AT&T troubleshooting experience. When she's not helping customers, she likes reading up on the latest technology, and testing online shopping carts (retail therapy!)
@GLIMMERMAN76 - Award for Community Excellence (ACE) recipient GLIMMERMAN76 joined the community in January, 2010. He's authored more than than 80 Accepted Solutions and earned 23 badges. Read more about him in his February 2015 ACE of the Month interview.
@kdfederer- Award for Community Excellence (ACE) recipient kdfederer joined the community in July, 2008. He's authored more than 600 Accepted Solutions and earned 21 badges. In his February, 2014 ACE of the Month interview, he said, "I help run a small family printing company, am the Assistant Chief of the local volunteer fire department, tend bar 2 nights a week at family owned bowling center, am the secretary treasurer of a state fire organization. I surf the internet and forums as my relaxation." Busy guy!
@lizdance40 - Award for Community Excellence (ACE) recipient LizDance40 joined the community in February, 2014. She's authored more than 500 Accepted Solutions, earned 24 badges and authored two blogs: Data Management and Wieless Service: 10 Things You Need to Know. Read more about her in her March 2016 ACE of the Month interview.
@MobileXP lives in Florida and works in the AT&T Entertainment group,
specializing in the digital experience space such as myAT&T account management. He enjoys outdoor exercise but admits he's got a sweet tooth.
So mark your calendars - this is going to be epic!
STRAIGHT OUTTA DATA
Wednesday, August 24, 2016
1 - 5 PM ET 10 -2 PM PT
08-24-2016 10:02 AM
We're very excited to kick off our Ask an Expert session this morning! The thread is now open to any and all questions!
Operators are standing by
Let's get this started!
08-24-2016 10:09 AM
I'm going to get the ball rolling with a question from one of our community members who can't be here today.
@adidaskid808 would like to know...about the Gophone $60 plan,about using roaming data in Canada. Specifically:
Would I get the full 6 GB data per month,even after 3 months of continuous using in Canada??
Is there a limit time or date how long I am using roaming data??
I seem to see a small print about roaming voice call (something like 50% of local US calls min.)
and it is only allow for 3 months per year???
As an extension to that, I would like clarification for postpaid plans on roaming in Mexico and Canada. Which plans at what data amount can add these plans and use their domestic plan? Any restrictions they need to know?
We have seen several reports from customers who had passport in other countries and did not get service. Canada. And a post about the maximum passport package in Hong Kong, and it would not allow connection to the wifi hotspots without a fee (so much for the app finding free ATT hotspots?)
08-24-2016 10:11 AM
(3. Miffed due to large data charges because she could not access the free wifi)
08-24-2016 10:17 AM
Thanks for starting us off with these great questions, our specialists are working on them right now and will be posting replies shortly.
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08-24-2016 10:18 AM
Once I use up all my data for the month the new Mobile Share Advantage plans drop to 128 Kbps and let me have free data at that slower rate for the rest of the month. Those 2G speeds seem pretty painful (I get the shakes just thinking about it), so my question is: is there any way to get faster data for the rest of the month? And what are the pros and cons of going that route?
08-24-2016 10:22 AM
@adidaskid808To answer the second part of your question:
Postpaid plans that allow customers to use their included data in both the United States and Mexico are the grandfathered Mobile Share Value 15Gb plans and above and the current Mobile Share Advantage 10Gb plans and above.
Postpaid plans that allow customer to use their included data in both the United States, Mexico and Canada are the AT&T Unlimited plans which included unlimited talk, text and data and must be unified to an active Uverse or DirecTV account.
If customer’s have plans smaller Mobile Share buckets than what I posted above then a Passport plan add-on can always be added for a minimum of 30 days to cover talk (per min), text (unlimited) and data (amount depends on Passport plan chosen).
As for restrictions, the only restrictions that would prevent international roaming usage would be if you previously requested an international roaming block to your account. To check and see if your device is eligible for international travel please see the AT&T Travel Guide: https://www.att.com/travelguide/coverage/roaming/step1.jsp
08-24-2016 10:26 AM
Hey @Gary L If customers need faster speeds during this time, they can change their rate plan or connect to Wi-Fi. Once 100% of their high-speed data allotment is used (promotional, bonus, plan, and rollover data), all data usage is slowed to a max of 128kbps for the rest of the bill cycle.Customers have basic data use for viewing a Web page or checking e-mail. Audio and video streaming, picture and video messaging, selected apps and services, as well as other data usage, including usage of data that is sponsored, will be impacted and may not be fully functional or work at all.
08-24-2016 10:28 AM
On the new plan, the news briefing reads thus. "..... If you need more data, for $20 more a month, you can get 10GB of data."
We have figured out it means you can increase your plan to the 10 gig plan for only $20 more.
BUT...the way it is written it looks like you can get 10 gigs ON TOP OF the 6 gig plan for only $20 more. The wording needs to be tweaked so there is no misunderstanding.
You might add that while rollover data is lost if you change your data plan (up or down) increasing your data plan in this manner will allow you to use any left over in the following month.
08-24-2016 10:32 AM
Hey @adidaskid08, to answer the 3rd part of your question!
Are you only having service issues in Canada? Our passport plans include coverage in over 200 countries. A full list of participating countries is available directly from our website. On this list you will find all of the countries participating in our Passport plan and you will also find a list and location of the free AT&T Wi-Fi hotspots.
We have a great support article that will allow you to troubleshoot your data connection and our Wi-Fi hotspot while travelling internationally. You can find this support article by clicking here.
The maximum plan available for Hong Kong would be the Passport Gold plan. It includes unlimited texting, calls from $0.35 per minute and includes 800mbs of data. You can view all of our available passport plans from our website.
08-24-2016 10:32 AM
Thanks, the second and third part are more my add on. I don't use Gophone, Adidaskid does. We could really use more info on Gophone. We feel kind of dopey when those questions come up.
08-24-2016 10:35 AM
@lizdance40 thank you so much for the feedback. Regarding the $20 cost for the additional 10 gigs verbiage confusion, we can definitely take this back to our communiations team and provide that feedback.
Tim, AT&T Community Specialist
08-24-2016 10:37 AM
On my account I have a user that is not connected to wi-fi after 7pm because he does not have an internet conection at his house. I have a 40GB plan and sometimes we all go over just becuase this one person hogs all of the data. I want to know how to limit the amount of data one phone can use. I don't want to turn it off but limit it. I am thinking of maybe a percentage or GB number. Thanks.
- edited 08-24-2016 10:45 AM
@cali4nia442. Unfortunately, there is no way to partition a shared data plan. What we advise is to show them how to monitor their data and let them know when they will be shut off. Then you can manually turn off data on the line. There is no reason to use more than 4-5 gigs a month even without wifi. It's abuse of the shared plan. If you need help showing him/her how to monitor data, it's in the settings on the phone, under data or cellular usage.
To shut off data to a line on the My ATT app on your phone: