Deteriorating Coverage & Unusable Device: Canceling Nighthawk Hotspot Installment Balance Dilemma!

Unfortunately just like any other loan, you are expected to pay it off. You can pay it off, request that it be unlocked, and use it with compatible service provider.  (Keep it as a backup to your current provider)  Or you can resell it as an unlocked former AT&T device.  Same thing you would do with a phone or a tablet if you switch service providers

We are here help you get a better signal on your Nighthawk mobile hotspot @ciampa383686.

There are a few reasons why you may be having trouble with your Hot Spot connection:

• Device or Electronics near your Hot Spot
• Walls & Building design 
• The number of people surfing or streaming
• How far away you are from the Hot Spot
• LTE Coverage

Here is a couple of tips that can help improve your weak signal:

• Electronics near your Hot Spot can impact not only the Wi-Fi signal, but the incoming LTE signal because of electromagnetic interference (FCC Info). 
• Move the Hot Spot away from electronics, place it on a hard surface (off the ground/floor, and elevated). Speaker systems are a big no no, so keep that away for sure.  
• Place the Hot Spot near a window to improve LTE signal reception. Also, not all home designs will affect the LTE signal. Feel free to test different spots and/ or place the Hot Spot in a central location. This can help improve Wi-Fi coverage.

You can learn more about how to improve your signal by visiting our help article on The Best Spot for Your Hotspot.

Let us know if this helps.

Thank you for contacting AT&T Community & Forums!
Antony, Community Specialist

Thank you for your prompt response and the suggestions you provided to improve my Nighthawk mobile hotspot signal. I appreciate your efforts to assist me in resolving this issue. However, I'd like to clarify that I've already tried all the basic troubleshooting steps you mentioned. As someone with experience working remotely off-grid using Starlink, I have a good understanding of optimizing signal reception and minimizing interference.

My concern lies not in the lack of effort on my part but rather in the fact that, despite my best attempts and your valuable suggestions, the signal quality from AT&T has deteriorated significantly in my area over the past year. This decline in service is beyond my control, and it has adversely affected my ability to work from home, which is crucial to my livelihood.

Based on 1.3.1 Summary in the AT&T Consumer Service Agreement that discusses the informal dispute resolution process, individual arbitration, and small claims court. I attempted informal resolution by contacting AT&T but was unable to reach a satisfactory solution.

1.3.2.1 Claims Subject to Arbitration: My claim pertains to a dispute arising from AT&T's service quality.

AT&T breached the contract by providing deteriorated coverage, rendering the Nighthawk Hotspot unusable for its intended purpose. Despite my attempts and AT&T's efforts, the issue remains unresolved, which violates the contract's obligation to provide functional services.

Resolution Request: I Request a resolution for AT&T to waive the remaining balance for the Nighthawk Hotspot, considering that AT&T's service deterioration is beyond my control and violates the terms of the agreement. 

Thank you once again for your assistance, and I look forward to a solution that takes these considerations into account.

It also states in the terms that service is not guaranteed. You said you are also having issues with your iPhone but you haven’t canceled that, so you choosing to stay with a provider that does not meet your needs is on you! 

Lockdowncraziness The Nighthawk hotspot runs on the same cellular service that the iPhone runs on, so yes we are having problems with both. We get one bar if we are lucky on all our devices. This is enough to make calls or text, but not enough of a signal for using the internet, or video conferencing. Even though we have been AT&T customers since the days of Blackberries and Razrs, we are considering cancelling all AT&T services because of this issue. I would have canceled AT&T already but it's a major hassle considering my whole family is on this plan, and I'm also keenly aware that all providers suck, so it's a case of better the devil you know. I'm not sure why I am explaining any of this to someone who voluntarily hangs out on AT&T's forum. You should really reassess how you are spending your precious time on this planet. 

It’s a public customer based forum, not a way to escalate to AT&T, so I’m not sure why you are either. 😂

After being bounced around from one department to the next, my issue was supposedly escalated and I was supposed to get a call back from AT&T yesterday, which never happened. Apparently some people have luck getting getting through to AT&T by posting here, or filing a complaint with the FCC or the BBB. I didn't realize I would have to fend off former AT&T employees, who sadly has nothing better to do with their time than harassing frustrated customers, while providing zero value to the conversation. This gives me a better idea of the mindset of the currently employed incompetent customer service reps I've been dealing with — you enjoy making customers miserable so much that you do it in your free time. Isn't there a word for people who do that?

@ATTMobilityCare I was supposed to receive a callback from your customer service escalation team yesterday but I never did. I have tried multiple time to resolve my issue via telephone, chat, and I even tried filing a complaint via your online form but it doesn't work, which I'm sure is by design. After completing the form it hangs on this screen and I received no confirmation. The fact that you don't even have an email address and that you make it impossible for customers to get beyond your firewall of low level incompetent customer service reps is criminal. All of these attempts have been documented and since you have not responded I will share these facts in my complaint with the FCC and BBB.

I finally got through to AT&T's loyalty supervisor who credited my account for the remaining balance on the Nighthawk Pro Hotspot of $184 and cancelled the service from my plan. It wasn't even about the money, it was about the principle of the matter. I am happy that they finally did the right thing. I'm not happy with how difficult they purposely make the process to get proper help. 

My recommendation to other customers dealing with similar issues is to be persistent and don't waste your time talking or chatting to low-level customer service reps. Sign into your AT&T account, then click Contact Us, scroll down and click on "Chat with a rep" then when you get a rep immediately ask to be contacted by the Loyalty Team Supervisor. They will ask you what it's regarding, just give them the basics and again tell them you need to talk to a Loyalty Team Supervisor and you will wait on chat until they call you. Tell them and everyone you speak to to notate the information on your account so you don't have to repeat the same information over and over again, and so there is a record of it. And don't take no for an answer.