I insist on Real-Time Data Monitoring (who's with me on this?) [ Edited ]

[augidog]

I'm recently on a new Smartphone Data Plan...4Gb w/Tethering. Technically, I have no issues, I'm very impressed with the Blackberry Torch 2.

Forget about the fact that I used to have a non-Smartphone contract and PAID MORE per month for 450 Minutes, 200 Messages, and Unlimited Data than a NON-Contract GoPhone user with the same device and UNLIMITED EVERYTHING.

Or don't forget about it...it's sorta why I'm here...I bet I'm not the only one becoming more & more dissatisfied with the Big Carriers taking advantage (of their "Valued" Contract Customers) every chance they get.

OK, so...my new plan:

Limited to 4Gigs, automatically charged another $10 if I go even one Meg over that limit, NO ROLLOVER!!!

In other words, right now, the final 2 days of my billing cycle, I'm trying to use every last bit of data I've already paid $45 for, and yet avoiding going over and being charged another $10. Remember, NO ROLLOVER!!!!!

Sure, I agreed to the terms, but dig this...

Y'all have a lot of nerve laying this (responsibility) on me, yet failing to provide the real-time monitoring necessary to manage this feature correctly.

I should be able to take one look at my phone and see the exact usage to the minute, of ALL Data hits, not a confusing and late-running report.

"Data usage information generally will be available for viewing within 24 hours or less of actual data usage."

Just enough delay to be too late. Generally speaking, I've seen the online usage indicator take up to 2 days to change after a day of tethering.

Bottom line: fix this, or I will be moving on, contract or no contract...[Per Guidelines:  Keep it Relevant and Appropriate]. Profit & Greed used to be two different things, lately there's no way to tell the difference.

[augidog]

the message i'm getting (and i can't tell you how or who, as that's inappropriate) is that this is merely a place to have your valid concerns ignored...and that no matter how many other "valued customers" may be with me on this, it matters not a bit to AT&T.

guess i'll just call and complain and get more credits...seems paying me off is easier than doing something right.

[augidog]

as i was posting my concerns last nite, i approached the limit...i watched the "connection manager" counter and did my own math. i also watched the "manage account" online counter, which wasn't moving. then, i recieved an email warning but without a total. finally, as i was trying HARD to find my answer, i got a browser pop-up (4 hours ago) saying "limit reached, do you want to continue?" matter of fact, it said i was slightly over...very slightly...my own math was working out, the tiny overage was wasted on me trying to get some help & answers.

THEN: this morning (minutes ago) i get a text telling me i've reached 65%

THEN: i checked online (just now) and it says i've used 3034MB (75%)

get it?

GET IT!?

you know why i stay? because the poor front-line folks who answer to us are kick-butt cool about it all, yes they can pay me off, and they fix a few things now and then. they try very hard. what they CANNOT do is tell me a straight answer about data usage. yaknow why? because they DO NOT know the answer!!!

the carrier sends my phone's radio a signal, the signal carries different services. the carrier KNOWS how much of the stream is chargeable data...and it COULD be telling my device so my device can tell me. i think it SHOULD be.

heck yeah i'm po'd...this isn't supposed to be my problem, i pay i play, you get paid to make sure it works for me....you made me do a lot of work for myself. and of the two of us, i'm the one who goes out-of-pocket if things go astray.

without real-time monitoring on a fixed-limit data plan, AT&T risks being perceived as exploiting it's "valued" customers.

now tell me i'm wrong. btw-this is a pretty lame company-sponsored support forum

[Edited to comply with Guidelines]

[augidog]

one day left in my billing cycle, i haven't used the device since getting my "limit reached" message on my desktop, matter of fact data services is turned off altogether.

this morning when i woke, i sent off a *data# usage request from my device: the report i get still says 3034MB used...and the online account management usage indicator says the same thing.

BUT: both my own download math, and the desktop communications manager,  tell me i've reached the limit.

so what if i'd been using the device alone, and not tethered? what if i hadn't been paying attention? from what i can see, my phone would have bounced merrily along it's way, incurring data overages without me having a clue until too late.

company-sponsored forums should have a company presence, that's my opinion...i understand the staff's position, they're not policy makers but moderators only...but this added feature (forum) to the services i pay for isn't much use when it comes to common unanswered questions like data usage. all my peers can tell me is that they too are clueless about data usage.

the current situation is not working out for the customer, and i think AT&T needs to re-assess it's position and current data plan arrangements...maybe someone should forward this feedback back up the rope to someone who can do something about it.

[Jr0ck13]

I agree with you 100%. When I first got my smartphone, I posted a thread in here as well about not being given an option to accurately track my data usage. Now with unlimited data no longer being an option it is IMPERATIVE that AT&T fix this problem. Call me paranoid, but I like to know exactly what is coming and going from my phone (data wise) when I know that if I go over, I will get hit with a ridiculous fee. To avoid this, I spend extra on an unlimited messaging plan that includes MMS  as well as a plan with the highest data option since unlimited is no longer allowed. Every MMS I send takes a hit towards my data usage. I see this not only on my data tracking apps but on the ATT website itsself. I call in to ask if there is a way to track what my actual data usage is minus MMS because I pay extra so that MMS will be included, and they cannot give me an answer. I should be allowed to use 2GB of PURE DATA without being charged, however, when I reach the 2GB limit this is including the MMS I send and receive from my phone. This is absolute bull, you are basically charging me for unlimited MMS but making the MMS hit my data usage everytime one is sent so that I do not get what I pay for, which is 2GB of pure data usage NOT INCLUDING MMS WHICH IS INCLUDED IN THE UNLIMITED MESSAGING PACKAGE.

[augidog]

whew...now i don't feel as if i'm shouting to myself in an empty room.

hi, Jr0ck13. your thread, and many others like it around the interbent, inspired this generic one.

enough with the confusion about features, conflicts, fees...

"yes"

"no"

"if"

"and"

"maybe"

"alright, you got me...i don't know."

so who DOES know? and how about you share that with your customers? plainly & clearly would help, too.

if you're gonna sell fixed limits, and automatically charge for overage, then you're gonna have to put a comprehensive counter on my device.

or you can implement rollover and the problem will be solved. there. you're welcome.

[Jr0ck13]

You're welcome, and thank you right back! I'm beyond frustrated. I'm looking into switching to Sprint but im in a roaming area and they only allow less than half of your used minutes to be roaming before they cut you off. I'll find a way though! Maybe try an airave. I'm livid.

[augidog]

what's wrong with this picture?

day one of my new billing cycle, online "manage account" usage indicator:

minutes used = 0

data used = 3200MB

[augidog]

if you look at this media.net area, you'll notice i'm not alone in my confusion and frustration over ATT's handling of data services & plans.

clearly it's time for ATT to quit competing with it's "valued" customers over every last red-cent.

lighten up, ATT...if you don't figure out a fair and clear data-services arrangement, soon, i suspect your overall workload is going to get lighter in leaps & bounds.

[augidog]

my previous bill is ready for viewing...

altho communication manager software told me i'd reached my 4GB limit, the previous usage indicator shows me as having used 3.1GB last cycle.

meaning...i've been RIPPED OFF for almost 25% of the data services i'm now expected to pay full price for.

[wingrider01 ACE - Geek]

---

augidog wrote:

my previous bill is ready for viewing...

altho communication manager software told me i'd reached my 4GB limit, the previous usage indicator shows me as having used 3.1GB last cycle.

meaning...i've been RIPPED OFF for almost 25% of the data services i'm now expected to pay full price for.

---

you are not "ripped off" you contracted for up to 4GB of data for the 45.00, if you use it fine, if you don't fine. If you exceed the limit then you owe the additional. No one does roll over on data, in fact to make the point ATT is the only one that does roll over on voice minutes

[augidog]

quit talking at me like i'm a dummy. i have a 450 minute plan, i never use 'em all, but IF i wanted to i could...and i never complain about leaving behind so many minutes.

but i FULLY INTEND to use all the Data i pay for.

i read the data agreement, but i bet you didn't really read this thread before responding in defense.

"up to 4GB" correct.

and let's say i wanna use it ALL?

since i paid for it ALL?

and what if i had planned my downloads & paid for other services elsewhere based on the 4GB i had available?

i think you do not get it...i think you miss my point...

i TRIED to use it all, and i used the resources provided me by AT&T in order to optimize my usage.

did you miss the part about the usage indicators being inaccurate?

i was warned that i reached the limit and that if i continued i'd be liable for overage charges.

and it turned out i hadn't reached my limit at all, as AT&T told me i had..."we gave you 4GB, so stop now or pay more"...

i was scared into stopping early, thru direct action taken by AT&T...

in other words, i was RIPPED OFF for about a GB of service. 0.9GB to be exact...since it's paid for, it should rollover.

lemme ask you...do you truly believe that saying "everyone's doing it" is justification for the way people are treating each other these days? that's an ethical cop-out for the ethically damaged, and i'm not buying it.

this arrangement is wrong, it's one-sided, and it's unethical to continue to burn your own customers though failure to provide accurate monitoring. mistakes happen, yes ok, but once you know you're failing to meet your end of the bargain, you're ethically obligated to do something about it....and telling the customer "everyone's doing it" isn't a solution.

[augidog]

see here, this is my first smartphone. and it's not even my first choice, but i'm grateful for the accidents that led me to buying the 9810. the services that complement my device also rock my world.

i've been a customer long enough to have entered into 2 new contracts tho i didn't have to stay either time. that's because the solidity of the technology is worth staying for & paying for.

and above all, the front-line CS Reps have always gone an extra mile for me when called upon.

as far as phones & plans & fees & such...give me credit for knowing all the details (made available to me) and knowing i'm about to agree to them.

what i'm saying, and i have said this elsewhere lately too...if but for this thorn i would be singing AT&T's praises: sure it's pricey to stay with AT&T by choice, but the technology's stable, and it's a lot of fun when it's stable.

there's a reason i posted this in the technical areas and didn't address it with billing.

getting back to it...one of the details of this Data Pro deal dealt with how i was going to be able to monitor my data usage.

one of the details not made available to me is how ineffective the counters were going to prove to be.

and it seems that all customer errors in calculation end up with AT&T re-couping a percentage of one $10 GB, the remainder of either over or under, every month, from every customer...just like that, roped into a corner, maybe herded by purposeful design...do you see how this can look if you're on the paying end & you're paying attention? like the butcher with his thumb on the scale and everyone's just looking the other way, that's how.

and so far, noone's saying anything, or even indicating that the policy makers are getting this important feedback from a new smartphone customer who's totally on all the new plans.

if someone will fix this setup so it's more customer-friendly, then i can go about the enjoying of all this pricey stuff i like so much and i can quit worrying about being stripped of another $10 every month by a company i've stood by since 2005.

ya know what would be a truly marvelous gesture, and precedent setting in this competetive industry? a step backward towards giving the customer something merely for being the customer, something noone else gets only your customers...in this case it would be data rollover on $10GB's. boy, something like that could really turn a company's reputation around, ya think? being nice for profit, what a concept.

[wingrider01 ACE - Geek]

you realize all tiered plans work this way they charge you for UP TO a block of data, if you use it, fine, if not oh well.  If you are not happy with it go pay as you go or switch to sprint, those are your choices

[augidog]

geez...talk about only hearing  what you want to hear...so far, wingrider, your replies are off-topic...

because you still miss my point...i need to be able to monitor my usage so i CAN use all my data, and AT&T counters told me i HAD used it all. because of AT&T's counters being inacurrate, i was burned for some data i would have used otherwise.

wingrider: kindly respond to my single point about AT&T not providing me with the proper resources to manage my data in a manner that allows me to use all 4GB.

[wingrider01 ACE - Geek]

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augidog wrote:

geez...talk about only hearing  what you want to hear...so far, wingrider, your replies are off-topic...

because you still miss my point...i need to be able to monitor my usage so i CAN use all my data, and AT&T counters told me i HAD used it all. because of AT&T's counters being inacurrate, i was burned for some data i would have used otherwise.

wingrider: kindly respond to my single point about AT&T not providing me with the proper resources to manage my data in a manner that allows me to use all 4GB.

---

there are a multitude of apps out ther that will monitor your usage, the only one that att supplies is theone that is on the olam and there is a stated delay, at this this is all they have at the moment

[augidog]

ok, now let's stay on track...and see if we can get somewhere.

wingrider...there is no app that monitors data usage while in "modem mode" ie tethered. and the software that monitors tethered usage is apparently screwed-up. the following is the whole issue in a nutshell:

________________________________________________

the AT&T Communication Manager (tethering) software gave me a popup, it was huge and covered the entire AT&T window. 2 days before the end of my billing cycle, it said i had reached my 4GB limit. it told me if i continued i would incur overage charges. it asked me if i wanted to continue, i clicked "no" and i stopped all data services on my device. and now i look back on last month's usage, and it says i used only 3.1GB.

_________________________________________________

you cannot honestly believe that i purposely stopped early, and knowingly left a GB on the table? it was AT&T software that stopped me before i used the entire 4GB, and not a mistake on my part. i had a bunch of mp3's poised for download, already paid up, and could/would have made use of that 0.9GB if i knew it was available.  do you see now why i feel manipulated & ripped off?

making matters worse...i just got off the phone with a CS rep...and i had to explain what "Communication Manager" was because she didn't have a clue. she tried to start a ticket and then explained to me she couldn't because she didn't have access to "communication manager" logistics. no kidding, because she didn't even know what it is & it doesn't show up on any of her screens. it was the first UN-satisfactory phone-support call i've ever had with AT&T.

someone has to look into this, someone who can effect either a change in policy or a change in technology...because right now, the current new data plans are definitely NOT customer friendly.

i just wanna move on, knowing every month what i pay and what i pay for, and i need to be able to use everything i pay for.

ethically speaking, if AT&T cannot provide real-time data monitoring, then it should rollover any unused portion of those $10GB's. then i could relax, knowing that i'll always get what i pay for, and of course also knowing that AT&T really does consider me a "valued customer."

[BadBadLeroyBrown ACE - Warrior]

Have you tried Data Monitor? Seriously, I wouldn't hold my breath if you're counting on AT&T to offer real-time data monitoring anytime soon. I'm not even sure it's entirely technically feasible. If you wander off the AT&T grid into a place covered by T-Mobile or another carrier with whom AT&T has wireless roaming agreements, you may not see the results of data sessions there for days.

[augidog]

hi leroybrown...yes, i've tried a few. problem is, when in "modem mode" the device is technically a phone on dial-up, so it doesn't know it's using data.

i'm not blaming AT&T if it really can't provide real-time...but again, IF they can't then the data plan is unfair to the customer and must change. rollover is a fair solution, with a one month expiration so i can see how much data i really have to work with.

[BadBadLeroyBrown ACE - Warrior]

Weird that DataMonitor wouldn't work when the phone is in tethering mode. Not to split hairs, but cellular modems don't work like dial-up modems anymore. The type of "dial-up" connection that cellular devices used to be able to initiate (CSD), are no longer supported by the wireless carriers (at least not in normal circumstances). The wireless connection on your BlackBerry is just like any other wireless session, with the exception that the phone is relaying data to an external device.

[augidog]

splitting hairs is always all right by me, being on the same page is cool.

i know i oversimplified about the device, but here's the hardware-picture in front of me. i've been a hardware freak for a long time, harking back to the windows 3.11 days...

from the pc's point of view, ie windows device manager:

my 9810 is a "standard modem" and not any form of network adapter. both BB's and AT&T's (tethering) software configures a custom "dial-up" connection using this modem, inserting some advanced settings for a broadband logon, then "dials" the basic  *99#.

onboard the phone:

counter apps don't react at all to the tethering activity...at the top of the screen, "modem mode enabled" is displayed instead of carrier info...but they (counter apps) do monitor any messaging activity that occurs while tethered.

it's fun, i'm loving the technology & performance, and i'm starting to understand the logistics.

but it's not right that i can't know until after my bill recycles that i missed 25% of the services paid for. hehe...AT&T better not hold it's breath waiting for me to let this go. unused (paid for) data should rollover for one month to address the costly delays in the monitor setup, period.

trust me, folks...if this one simple thing is fixed, i will be fresh out of complaints about AT&T...i've been treated pretty doggone good over the years...until now.

[augidog]

this new contract is less than 30 days old, and i don't like the direction AT&T's taking with it's smartphone plans, so i'm going back to my messaging phone & plan, and i'm leaving the AT&T money pit for good as soon as i can.

[augidog]

the "media.net" area is filling up with complaints, confusion, frustration, and hostility...

it's called "a clue."

[augidog]

here is the latest on-topic update about my situation, i believe i'm using the appropriate thread, moddys please feel free to delete any dupes elsewhere, thank you.

for a week, i left my data alone...all the counters settled in at 1180MB used.

2 nites ago, i did a 2.2GB tether, using AT&T Communcation Manager software, which has an integrated counter.

when i completed my planned download, the desktop software indicated i'd reached my 4GB limit.

last nite, 24 hours later, my olam counter and a *3282# both showed 1208MB.

this morning, 36 hours later, my *3282# and olam shows 3400MB used.

a few moments ago, 40 hours later, i got a warning text saying i've reached 65%.

my desktop software still says i've reached my limit.

do the math, my friends. this engineered-confusion leads to either a lot of unused data being left behind, or unexpected overages, with AT&T re-couping all leftovers at our expense.