What Happened When I Asked AT&T To Reinstate My Unlimited Data Plan

Original post: 27 Jan 2011

I emailed AT&T, suggesting that since Verizon is trying so hard to get AT&T iPhone customers to switch, and since many have reported being able to get their former unlimited data plans reinstated, I would like to get the old plan back, too, please. No dice.

[via email]

Dear Stowe Boyd,

Thank you for taking the time to e-mail AT&T regarding reinstating your unlimited data plan. My name is Kellye Johnson, and I am happy to help you with your inquiry.

Stowe Boyd, unfortunately due to you have changed to the 2GB data plan that includes tethering, we unfortunately are not able to reinstate the data plan.

Oh, obviously, since you are paying extra for tethering, as well as paying for the data plan, you are obviously an idiot, and we aren’t going to help you a bit.

I encourage you to visit our web site (www.att.com/wireless) often to view current and previous monthly statements, make payments and to shop for new product and service offerings.

If you need to contact us again regarding a new issue please send us another e-mail via the contact link through your online account.

Stowe Boyd, we recognize that you have a choice in wireless providers and we thank you for choosing AT&T and being a valued customer for several years. My name is Kellye Johnson, and our goal is to continue to provide you with excellent service.

Sincerely,

Kellye Johnson
AT&T
Online Customer Care Professional

 Ok. Thanks for the help, Kellye. 

I guess I will have to take a long look at Verizon. 

I already have an unlimited data plan with Verizon, because I have a mifi card with them. 

More to follow.

Update - 30 January: I responded to the previous email by saying ‘I don’t understand why you can’t,’ and received the following:

Dear Stowe Boyd,

Due to the nature of your concern, your account has been assigned to a specialty group that will conduct research and follow-up with you via phone or email within one business day (Monday-Friday). We want to ensure that we provide you with total resolution for your issues/concerns.

Please note that when the representative contacts you to discuss account details with you they will need to perform account verification for the protection of your information. Also, when we call you back we may be listed as an unknown number or our toll free number may display on your caller ID.

Sincerely,

Amy Blakey
AT&T

Online Customer Care Professional

Who knows. They may actually do the right thing.

Update: 31 January

Got another email, although I was told in the last one I would be contacted by phone:

Dear Stowe Boyd,

This is a follow-up email in regards to why you couldn’t have the unlimited iphone data plan again. On 9/30/2010 you add tethering to your iphone which doing so requires you to go with the 2 gb data package with tethering for $45. We do not have an unlimited data + tethering plan. When you agreed to the 2gb data package with tethering package any previous packages you had is no longer available which is your issue at this come can not be re-added. When you change from a plan or feature package and at a later date want to make a change, you can only make a change to an existing plan or feature that is available and the unlimited iphone data plan is not an existing feature that is available to add.

Stowe Boyd, should you have additional concerns or questions about this issue please reply to this email. If you need to contact us again regarding a new issue please send us a new email via the contact link through your online account. We realize that there are many choices in the wireless market, and we thank you for choosing AT&T!

Sincerely,

Robert Mann
AT&T
National E-Care Resolution Team

Obviously, what I am being told is ‘tough luck.’

But I don’t see why I can’t have an unlimited data plan with tethering. Why not? What’s the difference what I am doing with my unlimited data access. It’s unlimited, right?

And they wonder why so many people just jailbreak their phones. 

Guys - I am trying to do the right thing, but this angle where you are gouging me for rejinkulous amounts of cash to tether is nuts.

Update: Feb 1st

Had an annoying phone call with Sarah Rudd of AT&T. She called me to let me know that AT&T has some procedure set up where some people are getting their unlimited data plans reinstated. The criteria for reinstatement are not known to her — ‘it’s some other group, not in my building.’ But there is not option for unlimited data with tethering. Her explanation is that there has never been such a plan, so they can’t reinstate it for me.

I know there is no such plan. But this isn’t because of the physics of telecommunications: it’s because AT&T wants to gouge customers. The only possible reason to *not* offer tethering on an unlimited plan is that people would use it, and AT&T would lose a bunch of money that they get now by charging $10 every time I hit the limit, and need more bandwidth.

Her email:

Dear Mr. Boyd,

This is a follow up e-mail from AT&T to confirm our conversation at 2:15 pm CST on 2/01/2011. My name is Sarah Rudd, and I am happy to help you with your inquiry.

I called to speak with you regarding submitting a case to have your iPhone Data Unlimited for $30.00 reinstated on your account. I explained that submitting this case would not be a guarantee that this feature would be added back and that you would not have the ability to tether with this plan as this ability was never included in the iPhone data plans before the change to our new features. You declined to have this case submitted as you did not want to lose your tethering ability. I did forward your request to have this option available in the future to management who will provide it to marketing for consideration and review.

Mr. Boyd, we thank you for allowing us the opportunity to assist you with your account.  If we can be of further assistance, please contact us at http://www.att.com/wireless.  Should you have additional concerns or questions about this issue please reply to this email. If you need to contact us again regarding a new issue please send us a new email via the contact link through your online account. My name is Sarah Rudd and thank you for choosing AT&T!


Sincerely,

Sarah Rudd
AT&T
National eCare Resolution Team

So, they are giving me every incentive to move to Verizon.

(Source: underpaidgenius)