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C

New Member

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1 Message

Mon, Jan 18, 2021 6:16 PM

Mobile security plus

In the My AT&T app it says because of the plan I have that I am eligible for the mobile security plus for free. However after downloading the app and getting it set up it’s saying I have to pay 3.99 a month for the services. How do I get it to recognize that I shouldn’t be charged?

Accepted Solution

Official Solution

ATTHelp

Community Support

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195.5K Messages

2 y前

Good Afternoon @Cethomas

 

We'd be delighted to tell you more about the AT&T mobile security plus feature!

 

Please know that new and existing AT&T customers with eligible unlimited wireless plans after August 2020 can use the Standard or Advance mobile security service for free.

  • Advanced mobile security:  includes access to Mobile Security Plus and Call Protect Basic features.
  • Standard mobile security:  is automatically included at no cost on other eligible lines and plans. Includes access to Mobile Security Basic and Call Protect Basic features.

However, the full Mobile Security/Call Protect Plus is not free and does require the $3.99/per month charge on any eligible AT&T unlimited plan. (If deciding to upgrade to that feature.)

 

Our Call Protect/Mobile Security article will provide more details and steps with upgrading or downgrading the feature to what would best suit your personal needs.

 

We hope this information is helpful about the CP/MS feature, and reach back to us if you have any other questions.

 

Dwight, AT&T Community Specialist 

New Member

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6 Messages

1 年前

Dwight, thank you for the helpful response!  You’ve helped me, too, after “zero solutions” from ATT.  This lack of clear information has caused a loss of numerous hours of productive man/woman employee hours who obviously didn’t understand the REAL problem.

 I can’t describe how unhappy I am with ATT for this unnecessary loss of my own time.  At least now, Dwight, I understand the solution.  Thank you!   
Bob

New Member

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6 Messages

9 m前

“…the full Mobile Security/Call Protect Plus is not free and does require the $3.99/per month charge on any eligible AT&T unlimited plan. (If deciding to upgrade to that feature.)”

New Member

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4 Messages

6 m前

Is the $3.99 per phone or for all of my phones on my plan? Also I have the Unlimited and more plan , is it free for this plan?

New Member

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6 Messages

6 m前

I believe it’s per device but if I’m incorrect then pls advise! ⌚️

New Member

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4 Messages

6 m前

I called an At&t store and the person I spoke with couldn’t tell me so I don’t know. He said that he didn’t sell security plans, lol, but you sell plans and those plans come with mobile security so he should know this!

New Member

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1 Message

1 分钟前

I know this was months ago but my god has my experience with this company been from questionable to appalling and so much of the reason for my terrible customer experiences has been incompetence.  I am told notes are placed in my account when then they aren't even in the same flipping call so I have to tell the "elevated" tech what I just told the person before and who had to run tests and who this new person IS going to believe the results I tell him/her because I am not having them run AGAIN it's insane.  I feel badly I'm in retail and a manager and a bit of a techie so there's a lot I can and DO figure out on my own and I know it's not these individual people out to get me and I get that A LOT at my own job but it's also frustrating when I go to the store 2x, minimally am told two opposing things neither of which ended up true and customer support is equally frustrating.  I try to be so so so understanding but when it takes almost 32 combined hours to get a relatively simple issue dealt with between store and phone calls it's a bit crazy.  They clearly are PRAYING for people to help themselves then each other on forums which I get that it's a positive but it CANNOT be your primary business plan or model and by all accounts it really seems to be.  I work for a company with a discount program through AT&T and I've been with them for 20 years, through the Cingular phase and everything and it's awful to be treated with such disrespect at times.  The most recent issue I had was an absolutely indisputable deadzone within a few block radius of, but including, my workplace.  I had FULL bars (and live nowhere rural) but there was no 4G lte or 5G etc next to the bars.  It took 37 minutes to get someone to believe I had no service despite having no service and 4 employees with AT&T and ALL different phones and Operating Systems but IDENTICAL issues. More than once I had to tell the technician I wouldn't be able to respond to the text he sent because ya know...I. Have. No. Service.  Well finally it was elevated to the next level because CLEARLY I zero network or Internet access (for 2 weeks mind you I could have been asking for 5/7 of the days I paid for back during that half month) but long story short as soon as I got to the master technician or whatever, every single that I had said, and I HEARD him typing, about it not just being me, about it lasting an extended period, ALL of it, gone or nonexistent I had to explain from the beginning. The person WAS able to find a note indicating there WAS a problem with a tower that was corrected 2 days before my call which it clearly wasn't'. Finally, she put a ticket in she said would elevate it so an actual technician could get out and look and 2 hours later we had service again.  2 weeks, and all it was was something fixable in virtually no time at all, and I had learned after that I was NOT the only call.  I don't want to change service but I'm getting so many feature offers like this security plus that does NOT say anywhere within it whether it is ONLY that device but I agree it almost certainly is.  However, I just upgraded because I received 6 calls from extremely similar numbers and 2x they left messages with nothing but background/computer noises that were of identical length so I had reported each number and why but then I update and couldn't reverse-phone lookup any so what did I pay for?  I'm sorry for the long rant I, like SO many others, I expect, just want to feel like our problems ARE legitimate and to be taken seriously. I don't expect perfect everything always but when you raise prices to the tune of MILLIONS more for the company each month then what do you need $3.99 for reverse number lookup for? and for EACH device? Come on. When I'm at work, and this has been for 8 years, it almost always takes me longer to look something up for a customer than a coworker on another service and I have the literal fastest phone tested, and while I struggled more with money those first few years the last 4 or so I've had nothing but "flagship phones" but lose out to a 5 year old model because they use another service, it's hard to blame the phone. I've stuck it out for so long, 20 years, way before my discount was a factor because I didn't work there then, but it's getting difficult especially after the price hike, when you don't need to be on the same service for free calls anymore, and EVERYONE has unlimited plans, to not wonder often if I'm not making a mistake because it's easier.  Again, so sorry for such a long rant, but I really really want to like  the cell company I picked among the group when I was heading off to college and did my research and picked the best one, then.  I just want that again, and I'm sure I'm not alone.

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