• Report: #892126

Complaint Review: AT&T

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  • Submitted: Sat, June 02, 2012
  • Updated: Sun, June 03, 2012

  • Reported By: JD — Fort Smith Arkansas United States of America
AT&T
Dallas, Texas United States of America

AT&T Cellular One Unlimited Data Plan is a LIE Dallas, Texas

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On May 31, 2012 at 9:21 AM I received a test message from 7535 stating "ATT Free Message: Your data usage has reached 3GB this month.  Using more than 3GB in future billing cycles will result in reduced speeds. You can use Wi-Fi to help avoid reduced speeds.  Visit www.att.com/datainfo or call 866-344-7584 for more info."

After recieving this message I visited the site and learned, according to ATT website "Do you have an unlimited data plan? If so, we have information to help you manage your account if you use more than 3GB, which means you are in
the top 5% of data users in our network. If you have a 4G LTE Smartphone with monthly data usage over 5GB, you'll also be interested in this information. You can check your usage for this month by dialing *data# on your mobile phone.

If you have one of our tiered data plans, this information will not affect you. Background: In response to soaring mobile broadband usage and the limited availability of wireless spectrum, we implemented a network management program back in 2011 to help ensure the best possible mobile broadband experience for all of our customers"

The next page was titled "What you need to know"  and stated "Do you have an unlimited data plan? If so, we have information to help you manage your account if you use more than 3GB, which means you are in the top 5% of data users in our network. If you have a 4G LTE Smartphone with monthly data usage over 5GB, you'll also be interested in this information. You can check your usage for this month by dialing *data# on your mobile phone.

If you have one of our tiered data plans, this information will not affect you.

Background: In response to soaring mobile broadband usage and the limited availability of wireless spectrum, we implemented a network management program back in 2011 to help ensure the best possible mobile broadband experience for all of our customers.

 If you have a smartphone that works on our 3G or 4G network and still have an unlimited data plan, You'll receive a text message when your usage approaches 3GB in one billing cycle. Each time you use 3GB or more in a billing cycle, your data speeds will be reduced for the rest of that billing cycle and then go back to normal. The next time you exceed that usage level, your speeds will be reduced without another text message reminder.

If you have a 4G LTE smartphone and still have an unlimited data plan, the same process applies at 5GB of data usage,
instead of 3GB.You'll still be able to use as much data as you want. That won't change. Only your data throughput speed will change if you use 3GB or more in one billing cycle on a 3G or 4G smartphone or 5GB or more on a 4G LTE
smartphone.If you're an unlimited data customer and you don't get a text message from us, you are among the 95% of smartphone customers whose speeds won't be affected."

Then on the next page, "What you cna do with a GB", which is misleading.

Then the last page "What are my options", "Do you have an unlimited data plan? If so, we have Information to help you manage your account if you use more than 3GB, which means you are in the top 5% of data users in our network. If you have a 4G LTE Smartphone with monthly data usage over 5GB, you'll also be interested in this information. You
can check your usage for this month by dialing *data# on your mobile phone.

If you have one of our tiered data plans, this information will not affect you.

Background: In response to soaring mobile broadband usage and the limited availability of wireless spectrum, we implemented a network management program back in 2011 to help ensure the best possible mobile broadband experience for all of our customers.

If you have a smartphone that works on our 3G or 4G network and still have an unlimited data plan, You'll receive a text message when your usage approaches 3GB in one billing cycle. Each time you use 3GB or more in a billing cycle, your data speeds will be reduced for the rest of that billing cycle and then go back to normal.

The next time you exceed that usage level, your speeds will be reduced without another text message reminder.
If you have a 4G LTE smartphone and still have an unlimited data plan, the same process applies at 5GB of data usage,
instead of 3GB.

You'll still be able to use as much data as you want. That won't change. Only your data throughput speed will change if you use 3GB or more in one billing cycle on a 3G or 4G smartphone or 5GB or more on a 4G LTE smartphone.

If you're an unlimited data customer and you don't get a text message from us, you are among the 95% of smartphone customers whose speeds won't be affected.View FAQs 1. Use Wi-Fi.

Your speeds are not reduced if you are connected via Wi-Fi, and data activity over Wi-Fi doesn't count toward the threshold at which your data speeds will be reduced.Learn how to connect via Wi-Fi 2. Do nothing.

You may continue to use an unlimited amount of data; however, your speeds will be reduced if you use 3GB or more (5GB or more for 4G LTE devices) in a billing cycle.

3. Switch to a tiered data plan. With tiered data plans, your speeds are not reduced. You simply pay for data usage that exceeds a monthly allowance depending on the tiered data plan that you choose. You can switch without having to sign a new two-year term agreement. Recommended plans are just $30 a month for 3GB or $50 a month for 5GB.Learn more about our tiered data plans Three Tools to Help Monitor and Reduce Your Network Usage:

Estimate your usage with the data calculator. Check usage this month by dialing *data# on your mobile phone. Log in to your account to check historical usage"

So, then I call the number listed and first, I am told I will receive a free text message with the phone number for the man I need to speak to who is, conveniently, not in the office.  Then she says she will transfer me to another department who will try to help in the meantime.

The text I was sent had the following message from # 28838270...ATT FREE MSG: Thank you for being the best part of AT&T have a great day!. The number to Specialty care is 866-334-7584....surprise, thats the same number she transferred me to, which is the same number I called in the first place....WOW such wonderful service.  Another woman asnwers and asks all the same account info and tells me that while I was asllep my phone accrued data....of which I say she can call the local ATT store and confirm I was in that morning with a phone that wouldn't turn on and it was documented after he tried for 30 minutes to fix it without result...so not only have I used over 3GB, which I have never done in my life(and I have all the previous bils to prove it)...I also did this while I was asleep and my phone wouldnt turn on!!!!  SHE argues with me over the fact that there is noone anywhere who will change anything for me and that I have to use wifi or pay more for the tiered service to replace the unlimited plan I have had for the last oh i dunno...8 years?!?!. I tell her my mom is a truckdriver and ask how is she supposed to hook up to wifi while on the road..she says oh im so sorry...Finally i say excuse me, thank you for your information, have a good day.. she says is there anything else i cand o? i say no , then she asks if shes answered al my questions, i say no and i will be calling the number i recieve in the text message..she says what?....I say the number the previous rep is sending me in a free message (awe how sweet)...she says I dont se  that anywhere...after 5 minutes of explaining the same info to her she says....ohhh that is our number we are the only people who handle this type of call....eventually, but politely, i get off the phone with her.

Two days later my mom send me this message....Offnet Data Usage Alert: You have used 100MB of data roaming this month: 4 times the amount in the Terms and Conditions of your data plan.  Call 888-860-6789 or visit www.wireless.att.com/coverageviewer   and she says that an icon she has never seen before popped up on her phone to let her know she was out of network.....hmmmmm....maybe the message was from the lady who i told my mother was a truckdriver....ya think????   

Following my phone call I received a survey from ATT, which I will post the email version below along with the other messages....I am keeping all of these as proof...

My mom has used Celllular One (ATT bought) for almost 15 years, and Cingular (also bought by ATT) for around 10 years.....and this is the thanks she get?!?

If you are considering ATT, dont take it from me....read there terms here

http://www.wireless.att.com/cell-phone-service/legal/index.jsp?q_termsKey=wirelessCustomerAgreement

No one is safe...I will updat this post when I know more...at least now maybe someone somewhere will be protected from this money-hungry corporation!!


This report was posted on Ripoff Report on 06/02/2012 12:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/ATT/Dallas-Texas-/ATT-Cellular-One-Unlimited-Data-Plan-is-a-LIE-Dallas-Texas-892126. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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