New Member
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2 Messages
AT&T Billing Glitch for Netgear DataConnect Hotspot
My experience with AT&T has been a nightmare. I purchased the 100GB data plan for their Netgear Nighthawk DataConnect Hotspot. That same device is also (somehow) simultaneously on a 35GB plan according to all of my data overage charges and email notifications. I'm being charged for both. The 35GB plan isn't even a plan they offer any longer, according to two of the customer service agents I spoke with. I've spoken with over a dozen different AT&T representatives about the issue. I've spent a grand total of 9 hours on the phone with AT&T. I've only had this device for two weeks.
So far I've been told:
-Ignore the emails as I will not be charged for any overages. (I was.)
-The issue is just a glitch on the AT&T side that should go away on the next bill. (It did not.)
-The DataConnect only has 100GB when connected to a cell phone. Other devices only get to use 35GB. (Blatantly a lie.)
-The issue has been forwarded to a tech team to fix the issue. (Still happening.)
-[Cold-transferred to the cancellation department.]
-Don't worry because I'm definitely, 100%, for sure, on the 100GB plan. Ignore the emails and charges. (Really?)
Most of the agents I spoke with assured me that this is an issue with the system AT&T uses and that it should be resolved by my next bill. Some of them even said they fixed it while I was speaking with them. This shouldn't be a difficult thing to resolve. At most, they should just scrap the account on the back end and start fresh. Yes, I've mentioned this. No, they didn't do it. I'm at an utter loss with these people.
ATTHelp
Community Support
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214.9K Messages
4 months ago
This is not the experencing we want you to have @Mr_Moon
Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.
Make sure to keep an eye out on the DM. We want to reach a resolution about those charges on your bill.
Marilyn, AT&T Community Specialist
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Morgana795
Contributor
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7 Messages
2 months ago
@ATTHelp I am experiencing a very similar issue. On Feb 8 I switched from the 40GB data ($10 for each additional 2GB of data) to the 50GB data ($10 for each additional 5GB of data) plan for my Nighthawk hotspot. Somehow I'm paying for a 50GB plan but AT&T is only showing 15GB of data per billing period. I had to get $60 in charges reversed on last month's bill and have called multiple times but still getting notices that I've exceeded my data plan! Every time I call they confirm the representative confirms I have a 50GB plan and to "ignore" the emails saying I've gone over and being charged for additional data. I've only used 18GB so far this cycle and have been notified of additional charges for overage twice.
(edited)
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formerlyknownas
ACE - Sage
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107.2K Messages
2 months ago
Might consider switching to prepaid data only plans. Cheaper and no overage charges possible.
This chart shows the different data plans
https://www.att.com/support/article/wireless/KM1048698/
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Morgana795
Contributor
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7 Messages
2 months ago
@formerlyknownas the issue is I haven't exceeded my data. I have 32GB left on my plan. The issue is that AT&T has a glitch in the billing system. I use my hotspot exclusively for work, I need the reliability of not having to worry about "topping up" if I were to have a real overage.
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Mr_Moon
New Member
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2 Messages
2 months ago
@Morgana795 T Mobile offers a 5G hotspot just like the netgear with triple the data cap and faster speeds for nearly the same price. I switched. I had to file a claim with the BBB to waive the cancellation fee, but ATT made it right.
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Morgana795
Contributor
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7 Messages
2 months ago
@Mr_Moon if TMobile worked in the rural area where I live, I'd go that route. Unfortunately where I am AT&T is the only carrier I have found that works consistently. What would really solve a lot of problems is if AT&T would get it together. I've had trouble with my landline and wireless accounts with them. The call center reps are poorly prepared to handle customer service issues. I don't blame the call center reps, they're only as good as their training and the the reference materials they're provide but seriously the whole operation seems to be a shambles compared to where it was 10 years ago. The reps are woefully ill informed when you call and there is no well documented structure for an escalation procedure. Call center operations management or the company they've outsourced to should be fired and they should get some people with actual telephony experience in there.
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