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Mr_wright4's profile

New Member

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4 Messages

Fri, Aug 12, 2022 2:23 AM

Unlimited plan removed

We have had unlimited data on our hotspot, MF923, since 2016. Evidently in the last 3-4 months, AT&T has switched the plan from unlimited to a set limit with overage fees. The charges for the last three months have been roughly, $400, $400, $800. My wife attempted to call AT&T Wednesday night & again tonight. She finally was about to speak with a rep tonight. He was extremely helpful & offered to credit the last months overage charges of $800 onto next months bill plus add another 10GB on top of our existing 40GB bill. I asked to speak with him & simply requested an explanation & reasoning for the price changes. He wasn’t able to answer the questions but suggested I speak with his manager. After holding for over 45 mins we hung up & called back, only to be informed their office closes at 9. Is this normal business practice for AT&T? I believe they acknowledged their wrongdoings or wouldn’t offer an $800 credit. I’m assuming others have had similar issues, how did you proceed?

Thank you I’m advance. 

ACE - Sage

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100.3K Messages

Il y a 2 m

@Mr_wright4

What plan was the hotspot on?

On its own plan, or group, with phones? 

Prepaid or postpaid? 

New Member

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4 Messages

Il y a 2 m

With a group, it is bundled together with AT&T phones & Directv. Post paid. 

ACE - Sage

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100.3K Messages

Il y a 2 m

That doesn't tell me what plan you are on. Postpaid plans have a name.

There was a plan just called AT&t unlimited which debuted in 2016 and was retired in 2017.  It required TV service as part of its price structure.

In 2017 it was replaced by the unlimited choice and plus plans. The only unlimited plan AT&t has ever offered that permitted a dedicated hotspot device was unlimited Plus. The ability to add a hotspot ended in March of 2018.   If the name of your plan is not the unlimited plus plan that is why you have lost your hotspot and it would have been placed as a separate, limited plan on your bill.

Were you on the unlimited plus plan?

If not, I dedicated hotspot device was not permitted and someone corrected the error.

If you were on unlimited Plus and now have been moved to a different plan, then the question is when was your plan changed?  Did someone upgrade phone other than with at&t?

ATTHelp

Community Support

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200.3K Messages

Il y a 2 m

Hi Mr_wright4, we're here to look into the changing of your plan with the hotspot. 

 

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) and reply back.

 

In the meantime, please gather your account information.

 

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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4 Messages

Il y a 2 m

My plan details… 
“Enjoy worry-free data with no overages.
Ever.”
Maybe I’m misunderstanding those two sentences.
Formerlyknownas or Jeff, would you like to clear up the misconception? I’m sure I’m not the only one who has interpreted the “Ever” to mean “at all times, always.”

ACE - Sage

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100.3K Messages

Il y a 2 m

You selectively did not include the last  part where it says,  "connected cars hotspots,  wireless home phone, and Internet devices are not supported." 

New Member

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4 Messages

Il y a 2 m

what last part? The plan & number is set specifically for a hotspot. What else is the purpose of a hotspot than to be used as a hotspot? 
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