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hel1947's profile

New Member

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6 Messages

Tue, Sep 27, 2022 7:52 PM

IFWA-40 Replaced WF720

I received from AT&T an IFWA-40 to replace my 3g WF720 in January 2022.  The only way to get it working was to take it to the local AT&T store for activation.  I retained my old number, but also received another number which I was told was assigned to the unit.  Now, I am being charged for hotspot internet which I do not want.  I have received refunds for this service 2 months in a row.  I only want the wireless home phone service.  The first month I called I was told it would be taken care of.  The next month I was billed again.  This time I was told I was sent the wrong device (not so).  Also, I was told I would have to find a device I could use.  I am to send this device (IFWA-40) back..

Is there any number I can call with knowledgeable people who can resolve this problem?

JefferMC

ACE - Expert

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30.2K Messages

2 months ago

Unfortunately, they don't seem to cover this service well in their training or scripts, and I think even management is confused about what their policy is.  

New Member

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6 Messages

2 months ago

Is there anyone out there using the IFWA-40 for wireless home phone only and not internet? My latest reply from customer service is that they no longer offer the plan and I will have to go back to a landline.  I am not grandfathered which I thought was the case.  Note, I have 5 lines in my current plan but they will not let me keep my wireless home phone.

JefferMC

ACE - Expert

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30.2K Messages

2 months ago

When they did the 3G shutdown, the old Wireless Home Phone device was discontinued.  They sent out the new device that they have used recently for Wireless Home Internet, because it still worked and would serve.  They no longer offer Wireless Home Phone and sell only Wireless Home Internet, but you are indeed grandfathered, or should be, but you're an edge case and support does not handle edge cases.

I hate to do this, but I'd recommend that you file a complaint with either the FCC or the BBB.  Either one will refer your complaint to a Support Escalation team that you'll probably never get to otherwise.  You should get a call back from that team within a couple of days; if anyone can help you, they can.

Post back and let us know how it works out for you.

(edited)

ATTHelp

Community Support

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203.5K Messages

2 months ago

We want to help provide some information on our IFWA-40 device, @hel1947. We understand the importance of only being charged for the service you use. 

 

Thanks for the information provided, @JefferMC

 

We shipped replacement AT&T Wireless Internet AWI devices (Model IFWA-40 | SKU: 6807B) to customers with older non-VoLTE (3G) Wireless Home Phones (WHP). The new device combines AT&T's home phone calling with home internet. 

 

To answer your question, no, there isn't a version of the device that only supports voice. 

 

What are the benefits of AWI?

  • Unlimited nationwide calling and ultra-fast home Internet on the nation's most reliable 4G LTE network.
  • Wirelessly connect up to 10 devices, like tablets, smartphones, and laptops simultaneously.
  • Choose from multiple service plan options to fit your needs.
  • Set up in just minutes - Ready to use once plugged in and turned on.
    • It is portable, and can be used wherever you go in the U.S.; a power source and good network coverage of 4G or higher is required.

****Note: All AWI plans were grandfathered December 7, 2021.

 

Thanks for reaching out to our AT&T Community! Let us know if you have any further questions. 

 

Sydne, AT&T Community Specialist

JefferMC

ACE - Expert

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30.2K Messages

2 months ago

Sydne, you provided lots of information, but what is the takeaway for this customer who had WHP at the time his device became obsolete?   He never had, and does not want to pay for, Internet.  He should still be on grandfathered WHP, but apparently isn't.  How can he get back there?

New Member

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6 Messages

2 months ago

Thanks JefferMC for taking an interest in my problem.  I plan on calling the Retention Department today to see what they can to if anything.  Hopefully I will be able to speak to some one that cares.  I am not totally opposed to using the internet on this device if they could be in line with T-Moble.  I had to cancel AT&T internet because it was just too slow.  At my location they could only offer 25 mbps for $50.00 plus taxes.  The T-Moble Gateway is a flat $50.00 and I get approximately 3 times the speed.

It is sad when your are told by a customer representative it is nothing they can do because of the policy and my best alternative is to go back to a land line or seek another carrier who can perhaps do what I want done.

Thanks again,

hel1947

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hi hel1947, we're here to help with your WHP (Wireless Home Phone) inquiry 

 

We want to get you into a Direct Message to further review. Check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

In the meantime, please gather your account details.

 

We will get started on figuring out the root cause and work towards a solution. Keep an eye out for the DM.

 

Thank you for contacting the AT&T Community Forums.

 

Jeff, AT&T Community Specialist

New Member

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6 Messages

2 months ago

JefferMC.

Thanks again.  I was able to finally talk to someone (Kathy) at AT&T by way of direct messaging.  I think think all is well.  She will keep the post open until my next bill to see if I am billed the correct amount. 

hel1947

New Member

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6 Messages

1 month ago

JefferMC

Good news.  My latest bill shows I am not being charged for internet.  My home phone number is active and working. 

Thanks again for your help and support.

New Member

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6 Messages

1 month ago

ATTHelp

All is well. Thanks Kathy.

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