Carriers aside - I think this was a specific human error - and one of ignorance. I don't think it was intentional. It was a screw up.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Carrier AT&T Kicked me off Unlimited Data
- Thread starter its Dale
- Start date
- Sort by reaction score
Carriers aside - I think this was a specific human error - and one of ignorance. I don't think it was intentional. It was a screw up.
It isn't part of moving people to "cost saving plans", at&t Corp Stores have quotas of plan changes and upgrades on grandfathered plans are frowned upon by management. My mum hit this headache when replacing her iPhone 4, it was the last straw of their insanity and dealing with 1-2 hour customer service/retentions "restoring" a butchered account.
at&t did that to me back in late 2011 when I moved from a WinMo Smartphone(old Cingular PDA Connect), my dad was so fed up with the BS it was cheaper to flee to another carrier with unlimited data before the shift went across the board. Before I left at&t they were throttling me to EDGE speeds at 1.5 GB of data usage, in the past you were able to hit 3 GB. AFAIK Sprint hasn't capped my usage may it be 3G/WiMax or 3G/LTE phones and I average 3-5 GB/mo.
Unlikely. There have been numerous accounts from employees of pressure from management to "oops" people off of UDP plans, and I've even seen one claim that commission for a sale would be lowered if they left a UDP customer on UDP at the end of the transaction.
If a manager actually forced their employees to constantly F up somebody's cell phone account, they'd be fired and that particular store (and possibly even company) would have a major **** storm on their hand. What company did this...legit curious???
I don't see why they wouldn't fix their mistake.
Talk to retentions and tell them you either get this resolved or you're going to T-Mobile and you're done playing games. It shouldn't be that hard or take long to reverse those unauthorized changes.
Talk to retentions and tell them you either get this resolved or you're going to T-Mobile and you're done playing games. It shouldn't be that hard or take long to reverse those unauthorized changes.
AT&T. Doesn't take much time in google to find frustrated employees ranting about all the crap management makes them do. Upper management pressures store management to "improve numbers", store management throws the kitchen sink at every customer to walk in the door trying to wring as much out of them as possible, and they put the squeeze on employees to do it.
AT&T isn't special about this, they just have a lot of customers on UDP's that they would dearly love to get off of them. Carriers are just scum.
AT&T isn't special about this, they just have a lot of customers on UDP's that they would dearly love to get off of them. Carriers are just scum.
That's just not right.
First, connect through to customer retention and see if they'll reverse it.
If not, there's a number to ATT executive offices in Dallas that a few people called about preorder ship dates -- yeah, I know -- and most got return phone calls from actual people to address their concerns. Pretty amazing. Here's the link to the post with the number...
Good luck with it.
All carriers can be bad, but lately AT&T has been the worse for me. I called in and got a price reduction, only to get a bill without a price reduction, called back in and they claimed I was lying that I got a price reduction and that no one ever talked to me.
Also horrible speeds on LTE with full bars in a major service area. Finally bit the bullet and switched to T-Mobile, and wow... Free insurance, cheaper plan and the speeds are amazing!
https://flic.kr/p/yeHLGH]![]()
T-Mobile LTE Band 4 Seattle[/url] by https://www.flickr.com/photos/burningcoals/]Shaun[/url], on Flickr
Also horrible speeds on LTE with full bars in a major service area. Finally bit the bullet and switched to T-Mobile, and wow... Free insurance, cheaper plan and the speeds are amazing!
https://flic.kr/p/yeHLGH]
T-Mobile LTE Band 4 Seattle[/url] by https://www.flickr.com/photos/burningcoals/]Shaun[/url], on FlickrMINOR UPDATE:
Spoke with another rep before resorting to Retentions...
She assured me that you are able to keep UDP with the new iPhone 6s (which i already knew) and that it was an error on the ATT store Rep that changed the plan. Everything will be placed back to how it was and all extra charges will be dropped. They have until Oct 6 to resolve it, which again, she said they will.
I will definitely call again for some type of compensation for all the time wasted on their behalf.
Thanks everyone
Spoke with another rep before resorting to Retentions...
She assured me that you are able to keep UDP with the new iPhone 6s (which i already knew) and that it was an error on the ATT store Rep that changed the plan. Everything will be placed back to how it was and all extra charges will be dropped. They have until Oct 6 to resolve it, which again, she said they will.
I will definitely call again for some type of compensation for all the time wasted on their behalf.
Thanks everyone
I'd have them take a look at when the data plan was changed. Are you sure it didn't change when you did the pre order? I'd double check if I was you.
I have had a rep accidentally change my plan and remove my UDP while on the phone. She at least explained that she made a mistake but could not change it back. She said she would put her error in the notes and escalate the problem and it took 3 weeks but the UDP returned.
This does not exactly apply to you but it does take a while to get UDP restored. Sorry it happened to you.
Im positive it wasnt changed during the pre order. There wasnt even an option for a plan change on the Site at ATT. The plan change happened on the 25th at the store
All carriers can be bad, but lately AT&T has been the worse for me. I called in and got a price reduction, only to get a bill without a price reduction, called back in and they claimed I was lying that I got a price reduction and that no one ever talked to me.
Also horrible speeds on LTE with full bars in a major service area. Finally bit the bullet and switched to T-Mobile, and wow... Free insurance, cheaper plan and the speeds are amazing!
https://flic.kr/p/yeHLGH]T-Mobile LTE Band 4 Seattle[/url] by https://www.flickr.com/photos/burningcoals/]Shaun[/url], on Flickr
at 1:48am
I had a similar episode August 20th 2015. I had sold my iPhone 6 Plus in anticipation of new iPhone 6S plus. So I went to official ATT store to get a new MICRO SIM for my spare LG G3 to use while the new iPhone 6S plus got released. Since iPhone used nano sim. And its a pain to use a sim adapter to convert from nano sim to MicroSIM (I ruined the SIM slot before on the LG G3 last year because a sim adapter got stuck but it was replaced under warranty).
Anyways, it was on a Thursday evening and I was rushing. I should have suspected some thing when I got an ATT email after leaving the store saying something about my ATT new plan changes. I was tired and didn't look over the email on my LG G3 mail app.
Next day friday, I got another ATT text noting my changes. I got suspicious and relooked at the email that was sent when I left the ATT store. and saw that my unlimited was changed to 3GB.
I was angry. I called ATT CS. They assured and opened a case for me and said it could take 10 days to get unlimited data back since I didn't authorize it. I also called the local ATT corp store where I got the new sim card. The manager apologized and so did the employee who did the transaction. He assured me he didn't make the change. However I suspect since he did those changes on the iPad when he was activating the new sim, he clicked on the wrong data plan.
And it only took 3 days to get unlimited data back. By monday I got a text from ATT saying my case number had been resolved. I logged back into ATT and verified I had unlimited data again.
Anyways, it was on a Thursday evening and I was rushing. I should have suspected some thing when I got an ATT email after leaving the store saying something about my ATT new plan changes. I was tired and didn't look over the email on my LG G3 mail app.
Next day friday, I got another ATT text noting my changes. I got suspicious and relooked at the email that was sent when I left the ATT store. and saw that my unlimited was changed to 3GB.
I was angry. I called ATT CS. They assured and opened a case for me and said it could take 10 days to get unlimited data back since I didn't authorize it. I also called the local ATT corp store where I got the new sim card. The manager apologized and so did the employee who did the transaction. He assured me he didn't make the change. However I suspect since he did those changes on the iPad when he was activating the new sim, he clicked on the wrong data plan.
And it only took 3 days to get unlimited data back. By monday I got a text from ATT saying my case number had been resolved. I logged back into ATT and verified I had unlimited data again.
I was forced to have some very nice but new girl tell me how I should switch from unlimited to family share. The math was bad, she kept arguing with me I almost went ballistic but kept my cool. It was a horrible experience as she told me you don't use a lot of data, you don't use your mifi, I told her at least 6 times, I like my plan please don't change anything. She was ***** horrible!!!!!!!!
That's why I try to avoid Att corporate stores. They always make mistakes. If I need a SIM card I just come into the store and tell them to give me a blank one. Or if I need a nano SIM card I go to Apple.
OP: Don't worry, they switch you back to unlimited. I lost my UDP on iPad due to the payment system problem. They reinstated it and in addition gave me a free month.
That is EXACTLY what happened to me last time. This time the same thing except for the upgrade instead of just a switch
YOU GUYS WONT BELIEVE THIS!! (Well, you actually will.)
I opted to Chat today because Im at work and didnt want to be on the phone.
Me: I received an Email stating my issue has been resolved for Case/Claim CM20150927_******
Me: I dont know what the outcome is
Carolina A: I will be more than happy to help you with that.
Carolina A: What I am going to do is check the notes in order to find the case.
Me: ok
Carolina A: Please hold for me while I look into this further.
Carolina A: I found the case.
Carolina A: I see that the resolution for that case was: The line 1346 already has unlimited data since 2014.
Me: the line in question is 0595, not 1346
Carolina A: I understand.
Carolina A: Let me verify that.
Carolina A: I found it, the case was opened yesterday, says that the line 0595 used to have unlimited data plan and that was removed in error during upgrade.
Carolina A: Is that correct?
Me: yes that case was opened sunday, not yesterday
Me: i received an email earlier stating that the issue has been resolved
Me: I want to know what the resolution is
Carolina A: I am going to check if the line 0595 have the unlimited data.
Carolina A: Please give me 2-3 minutes to further review your account and check for resolution.
Me: ok
Carolina A: Thank you!
Carolina A: I truly apologize for this inconvenience and the misunderstanding in the case. It will be necessary to create a case for the correct line, I will escalate the case in order to receive to receive a fast resolution.
Me: Wow
Me: So this whole week so far you guys were working on the wrong line?
Carolina A: I am afraid that it is correct.
Im now chatting with Retentions.
This has to be some kind of sick joke!!!
I opted to Chat today because Im at work and didnt want to be on the phone.
Me: I received an Email stating my issue has been resolved for Case/Claim CM20150927_******
Me: I dont know what the outcome is
Carolina A: I will be more than happy to help you with that.
Carolina A: What I am going to do is check the notes in order to find the case.
Me: ok
Carolina A: Please hold for me while I look into this further.
Carolina A: I found the case.
Carolina A: I see that the resolution for that case was: The line 1346 already has unlimited data since 2014.
Me: the line in question is 0595, not 1346
Carolina A: I understand.
Carolina A: Let me verify that.
Carolina A: I found it, the case was opened yesterday, says that the line 0595 used to have unlimited data plan and that was removed in error during upgrade.
Carolina A: Is that correct?
Me: yes that case was opened sunday, not yesterday
Me: i received an email earlier stating that the issue has been resolved
Me: I want to know what the resolution is
Carolina A: I am going to check if the line 0595 have the unlimited data.
Carolina A: Please give me 2-3 minutes to further review your account and check for resolution.
Me: ok
Carolina A: Thank you!
Carolina A: I truly apologize for this inconvenience and the misunderstanding in the case. It will be necessary to create a case for the correct line, I will escalate the case in order to receive to receive a fast resolution.
Me: Wow
Me: So this whole week so far you guys were working on the wrong line?
Carolina A: I am afraid that it is correct.
Im now chatting with Retentions.
This has to be some kind of sick joke!!!
UPDATE*****
Unlimited Data has finally been reinstated. It took 8 days, but it got resolved. All they gave was $60 credit towards the bill to cover the cost of two UDP charges for that line. I will call again later and try to get more out of it. This has been such a headache and hours of time wasted on the phone/at the store.
Unlimited Data has finally been reinstated. It took 8 days, but it got resolved. All they gave was $60 credit towards the bill to cover the cost of two UDP charges for that line. I will call again later and try to get more out of it. This has been such a headache and hours of time wasted on the phone/at the store.
Glad the "meat" of the issue has been resolved. Hopefully you can gut them for more credits.
Every time I get a new phone, the very FIRST thing I say is I want to keep my unlimited data, don't touch it please under ANY circumstance.