New Mobile Share Plan Issues - Help Needed

Contributor

New Mobile Share Plan Issues - Help Needed

Att Wireless Support Team,

 

I called in ATT Support on 5th Feb 2014 to cancel my newly subscribed ATT UVerse account as it was not performing as Promised. The ATT Support Agent was really helpful and helped me cancel the service. But subsequently she pushed to this new Mobile Share Plan launched by ATT, and for 10G plan she mentioned that I can get it for $100 and $60 for 4 lines. I had 3 lines and I signed up for one extra line to make a package of 4 lines for $60 and she was courteous enough to get a me a courteous upgrade for one of the three lines for a damaged phone. The deal was sounding to good to be true and I asked the agent couple of times that with these upgrades I will not be charged extra and my bill will remain $160 for 4 lines with these 2 upgrades. And she confirmed all these all the times mentioning the fact that I am getting into contract for 2 years. I did spent good 3 hours cancelling my TV service and getting the upgrade on my plan and than upgrading my phones.

 

After my conversation was over with the agent I recd an ATT T&C Email which mentioned that I will be charged $40 and recd it for both the lines I upgraded. Which concered me and I tried reaching out to ATT Agents on Chat and Phone. I must have chatted with 2-3 different agents and nobody seemed to know what the clear answer what my reoccuring monthly bill was going to be, and was it going to be $160 as promised by the agent to commited a $160 for 4 lines.

 

One chat agent confirmed its going to be $160 for 4 lines and she even messaged me about it.

 

But a day later I recd a email from ATT with Estimated bill for next month which was around $400, from which $235 was with the 10G plan. The email got me worried and tried reaching out to the ATT Support agent, again the agents looks like are lost and not able to get a view into my account and let me know what my bill is going to be. One agent told me the deal which was promised ws with Phones with contract 2nd Feb and before. And you have been misled and misinformed by the sales agent. This seems so frustrating as I had asked the sales agent probably number of times and she mentioned this is a new deal going on. But then he told me that I can get 3 lines for 10g for $45 and cancel the 4th line. But within it I did upgrade my 3rd line for damaged phone. Even that seemed so misleading.

 

Having spent much time to understand what is  my deal as promised by the agent. Where to reach out and whom to talk is still a mystery. I am now trying the ATT Community forum, to get help.

 

Please help.

 

Thanks,

Ashok

Message 1 of 21 (1,748 Views)
Employee

Re: New Mobile Share Plan Issues - Help Needed

Yes,

The basic 10gb plan is  $100 + $40/per smartphone

The special, that the email seems to have missed is a $25 discount for not being under contract/Next.

Your contracts prior to febuary are being ignored, for the purposes of the current special that's running

You should get  it. If it's not on the actual bill, I reccomend you contact AT&T

-Alex

Employee Contributor*
*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.
Message 2 of 21 (1,718 Views)
Contributor

Re: New Mobile Share Plan Issues - Help Needed

Thank you Alex for your response

 

Whom to reach out in ATT, seems like everybody has a different answer. 

 

Can anyone help who can answer conclusively, and responds me on a email so that I have a tracibility that I will be charged what I had been commited in the sales call.

 

Thanks,

Ashok

 

 

Message 3 of 21 (1,676 Views)
Employee

Re: New Mobile Share Plan Issues - Help Needed

Here are some key-points about the Mobile Share Value Plans (10GB for $160 per month for 4 Lines.)

 

In addition to the monthly shared data charge, Mobile Share Value plans 10GB and higher are now $15 per month for the following:

  • Smartphones on AT&T NextSM, out-of-annual-contract, pay full-retail phone price, or customers who bring their own device.
  • Existing customers on 2 year agreements as of February 2, 2014.
  • Basic and/or Messaging device.
    • (Current customers on a 2 year agreement as of February 2, 2014 can move to the 10GB and higher plans and enjoy the $15 per month smartphone rates. For customers on 2 year agreements started after February 2, 2014 the $40 per month smartphone rate will apply.)

 

 

→ Mobile Share Value Plans ←

The FAQs tab breaks it down very well on what prices you'll be paying and what qualifies for these prices.

Employee Contributor*
*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.
Message 4 of 21 (1,650 Views)
Contributor

Re: New Mobile Share Plan Issues - Help Needed

Hi Ohltslta,

 

Your answer is very precise. If that was the case I wouldn't have signed up for the mobile share plan.

 

On 5th Feb the sales agent pushed me a deal of $100 for 10g and $60 for 4 lines. She also signed me up for the 4th line, as I had just 3 lines in my current family plan. I also signed up for the courtesy upgrade for my broken phone I had on my current plan.

 

But the Terms and Condittion emails and estimated bill emails I recd after sign up says otherwise. In estimated bill email my older lines are also @ $40, which makes the estimated bills also confusing.

 

But then I have a messages by a Chat agent that the deal is correct. But then one more estimated email after that contradicting the message.

 

Not sure whom to work with in ATT with authority confirming that what ever has been told was misleading and incorrect by sales agent and subsequently by chat agents.

 

If the deal is correct, I would like to keep it, but if the deal is misleading sales practice, I would like to cancel it and return both the phones I have recd in mail now, and roll back to the old plan.

 

Any pointers to whom to email in ATT and get a written tracebility about it. 

 

Thanks,

Ashok

 

 

 

 

I am 

Message 5 of 21 (1,624 Views)
Guru

Re: New Mobile Share Plan Issues - Help Needed

[ Edited ]

You upgraded 1 line and got a new line correct? For a total of 4 lines. So you have 2 lines with a contract that started after Feb 2nd, is that correct?

 

If it is correct, then it should be $100 for the 10 gb, 2 lines at $15 each, and 2 lines at $40 each (the 2 lines with contracts beginning after feb 2) for a total of $210 MRR plus any prorations on the following bill. 

 

Once the contract expires on those 2 lines, they will drop to $15 a month each and bill will go down to $160. 

Message 6 of 21 (1,609 Views)

Re: New Mobile Share Plan Issues - Help Needed

Well, I have 2 year plans and the rep told me under the new plan I would pay $100 plus $15 for each of my 4 lines for a total of $160. When I switched online, it gave me a total of $160. Now, I'm being charged $40 per line plus $100!
Message 7 of 21 (1,470 Views)
Highlighted
ACE - Expert

Re: New Mobile Share Plan Issues - Help Needed

I think that the rep is reading the pricing incorrectly. If the phone line is out of contract, you get the $15 pricing for the phone line. If the phone line is under contract, you get the $40 pricing for the phone line.
This is a user to user forum. I am a user, just like almost everyone else on the site.
*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 8 of 21 (1,449 Views)
Scholar

Re: New Mobile Share Plan Issues - Help Needed

 Not true.  I have two iphones that are under contract until Jan.2015 and I switched up to the 10 gig mobile share value plan and am paying $100 plus $15 per phone for a total of $130 per month.

Message 9 of 21 (1,443 Views)
Anonymous

Re: New Mobile Share Plan Issues - Help Needed

I think since the original poster added a line and upgraded a line (POST Feb 2), those two lines are going to be $40 just as ujmnz posted.
Sounds like the rep you originally talked with was confused and mis-informed. If you had kept your three lines and not added or upgraded you would have received the $15 device charge with a 10GB plan.

ujmnz wrote:

You upgraded 1 line and got a new line correct? For a total of 4 lines. So you have 2 lines with a contract that started after Feb 2nd, is that correct?

 

If it is correct, then it should be $100 for the 10 gb, 2 lines at $15 each, and 2 lines at $40 each (the 2 lines with contracts beginning after feb 2) for a total of $210 MRR plus any prorations on the following bill. 

 

Once the contract expires on those 2 lines, they will drop to $15 a month each and bill will go down to $160. 


Message 10 of 21 (1,430 Views)
Employee

Re: New Mobile Share Plan Issues - Help Needed

Here's the cause of confusion

"

  • For customers on 2 year service agreements as of February 2, 2014, they can also take advantage of the $25 per smartphone rate on plans 10GB and higher. If they take a new 2 year agreement after February 2, 2014, the then current smartphone rate will apply.

"

 

Per FAQ on new pricing options

Employee Contributor*
*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.
Message 11 of 21 (1,423 Views)
Scholar

Re: New Mobile Share Plan Issues - Help Needed


loganic wrote:

Here's the cause of confusion

"

  • For customers on 2 year service agreements as of February 2, 2014, they can also take advantage of the $25 per smartphone rate on plans 10GB and higher. If they take a new 2 year agreement after February 2, 2014, the then current smartphone rate will apply.

"

 

Per FAQ on new pricing options


Exactly--you can be on a 2-year contract after 2/2/14 and technically still qualify for the $15/month per line rate (on 10 GB or higher plans)...it's only if you STARTED a new 2-year contract on any line after 2/2/14 that you would then have to pay the $40 rate..at least until either your contract ends, you pay the ETF, or if you qualify for AT&T Next during the contract period.  I was a bit concerned as well about whether the $15 deal would apply to two of my lines that were in the middle of their 2-year contracts that I was planning to switch from Family Talk Nation to MSV--based on everything I read in AT&T's MSV FAQ and combined with the current status of the two lines on my plan, my two lines clearly qualify for the $15 rate if I switch over to MSV 10 GB.

Message 12 of 21 (1,318 Views)
Scholar

Re: New Mobile Share Plan Issues - Help Needed

[ Edited ]

ujmnz wrote:

You upgraded 1 line and got a new line correct? For a total of 4 lines. So you have 2 lines with a contract that started after Feb 2nd, is that correct?

 

If it is correct, then it should be $100 for the 10 gb, 2 lines at $15 each, and 2 lines at $40 each (the 2 lines with contracts beginning after feb 2) for a total of $210 MRR plus any prorations on the following bill. 

 

Once the contract expires on those 2 lines, they will drop to $15 a month each and bill will go down to $160. 


Depends--just simply upgrading a line and/or adding a new line to MSV does not absolutely mean those lines do not qualify for the $15 rate; if you add a new line and BYOD (bring your own device) on it, it would then qualify for the $15 rate...and simply upgrading a line (to a different plan) does not automatically cause said line to be entered into a new 2-year contract--not unless the person added a subsidized-pricing phone (which would mean the person would have to sign a 2-year contract) to said upgraded line...in which case yes, that line would get the $40 rate.

Message 13 of 21 (1,317 Views)
Community Support

Re: New Mobile Share Plan Issues - Help Needed

Hello @AshokAdvani ,

 

We're sorry to hear you're having billing issues.  Has this been resolved yet? If not, please send us a private message here with your full name, account number, contact information and the best time you can be reached.  We have an awesome team of managers who will gladly assist you with this.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Employee Contributor*
*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.
Message 14 of 21 (1,107 Views)
Contributor

Re: New Mobile Share Plan Issues - Help Needed

This is the exact thing that happened to me. I upgraded a line and no one told me it would cost an extra $25 a month from$15 to $40 a month! I have been a loyal customer for over 17 years and its shady for them not to tell us there will be an extra free wry month. It's $600 over the next 24 months we will pay!! Bunch of Bull!First no one could explain. Then they said I signed the contract and its binding! I'm looking into another service! Paying the termination fee and telling AT&T to F off! So mad right now. I was trying to lower my bill ;(
Message 15 of 21 (892 Views)
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