Why Do GoPhone Users Get Treated Like Crap?? [ Edited ]

[david587]

Okay, I don't get it. We're paying customers, we deserve all of the options that a normal AT&T customer gets (people on plans, etc). AT&T, you need to up your game if you want to keep customers, because you are doing a poor (very poor) job at keeping the ones you have. Give us support options like regular AT&T customers. When I had Verizon, they had the best customer service, because you could email, call, or chat with them (even on prepaid). They still have all of these options, while you guys are still behind. I wish I would have stayed with Verizon prepaid, they treat their customers a heck of a lot better (but I moved, so now AT&T is my only option).

Also, stop screwing with the GoPhone options. Now, we can't get data plants on the 10 cent per minute plan... Why? You obviously don't want any money from us, because I'm sure none of us are going to switch to a $50 a month plan just to use the internet... It's sad, why can't you guys be more like Verizon with your ethics and support? Maybe you should take some pointers from them. Just saying...

Sincerely, 

Outraged AT&T GoPhone User

[amberchris555]

I agree with you on all counts.  Not all of us need huge plans with tons of minutes and all the bells and whistles.  Not all of us are addicted to our phones.  We too pay for what we get and I had to post an issue here because gophone users are treated like second class citizens.  There is nowhere to turn on this site for help.  I love how if you are on all other plans you can go to customer service,  but go phone gets the little asterisk telling us that we don't count.  No help for us.  We also have a very poor choice of phones to choose from. 

Unless things turn around soon, I too am considering my options.  It should matter little what plan you are on, you should be treated all the same.   

[MaxBurn]

It is simply just money, go phone users don't pay enough money to get top tier service.

[ilikewireless ACE - Czar]

I hear you and I agree that GoPhone support is limited. As far as I know, you can dial 611 from your GoPhone. What happens after you dial the number will depend on the phone. On a smartphone, there's a touch menu to get you to a person. I never used it (so far so lucky). On other phones you should hear a voice prompt, and you can reach a CSR by saying 'customer service' over and over till a CSR answers you.

I hope that helps.

[david587]

Yeah, I know that. But, they don't give us more than limited support options. Also, they're cutting our packages short. It's aggravating. 

[jackkow]

ATT made my smartphone awfully stupid with this change. I am going to buy a I-pad which will utilize 3G or 4G data, and ATT has helped me make up my mind who I am going to buy it from...VERIZON

[david587]

That's a good idea! I would switch to Verizon, but they don't get service where I live, and I have an iPhone, which I can only use on AT&T. Sucks. Good luck with Verizon! 

[dnschan]

Yes. AT&T Gophone treat you like a secondary class citizen. Locked you to the phone you use for 6 months. Can't disable the data usage even I don't want to. I will go back to T-mobile after I used all the balance.

[kieranmullen]

Min 1st year charge for ATT and Tmobile is $100... Min charge for second year and years forward for att is $100 versus Tmobile $10.

[originalsoul]

I'll do ya one worse, david857. There is absolutely nowhere on AT&T's website to get help for GoPhone, so I'm still trying to figure out the actual purpose of the website, if all they want you to do is call. Even going to a free standing store and speaking face-to-face is no help, because once they hear 'GoPhone', they direct you to call 611 from your mobile device. Why provide a service and not have more than one place to go to for help? I canceled my home phone and internet through AT&T because of inept, lackluster customer service. The only reason I still have AT&T GoPhone is because their service is the ONLY service that works well in my home, as far as signal strength (T-Mobile and Sprint dont work so well, but may actually be options for switching).

[Starman007]

Sorry to be a dissenter, but I've had great luck talking with customer service vis-a-vis a gophone-- even to the point where one explained how to use an iPhone with it-- something not officially sanctioned on the web pages.

I've called several times, asking different questions-- and gotten information.

Now, to be frank, I've called from a regular landline phone (Verizon!  :-) ), but still

gotten through!

[16FW]

How did you get through from a land line? I callled from my AT&T landline, and the first question was "what is your mobile number". Once they see it is a GoPhone, you end up with voice menus that don''t get you to a real person. 

I have to agree, AT&T must not want GoPhone customers. If I ever do go to monthly service, it isn't likely that I will go to AT&T!

[rwelborn]

There is a new topic concerning the new GoPhone $65 smartphone with data, but the reply button doesn't work on that thread.  So I'll just post here.  They were saying how great the information was on GoPhone's website was.  But it's not true.  Here's my story:

I don't understand why a special Android phone is required in order to  use it on GoPhone.  Operators can  limit cellphones from using any technology they wish.  If you use to much 4G they can limit you to 3G.  My previous Carrier was T-Mobile and I was able to use 100 MB/month of up to 4G.  When I used that up, it reverted to EDGE.  The 4G reverted to 3G whenever they wished it to.  I moved to AT&T 3 days ago, because, when we visit relatives, they are where there are AT&T towers.  I was willing to pay the $5/month extra for 50 MB/month, because I rarely use over 20 MB/month using my Andriod T-Mobile cellphone.  I was told my T-Mobile Android phone wouldn't work on internet, so I found a "Pantech Pocket" AT&T cellphone and checked with GoPhone Customer Service before I bought it.  They said it would work fine.  So I bought the phone and transferred my phone number to AT&T and added $50 plus $5 for the internet. The internet would not work.  I was told after about an hour of troubleshooting that it wouldn't work because it was a 4G phone.  I was never told before hand nor in the brochures that it couldn't be a 4G phone.  I bought the phone that AT&T told me to buy.  Now I can't get my E-mail when I'm traveling, which is why I switched to AT&T. 

I feel very disappointed and misled by AT&T, and they tell me there's nothing they can do.  I think there is.  I like the phone that I bought, and don't wish to purchase a third phone, nor can I afford to.  I don't want to transfer my phone number again.  I have had this phone number since the 1970's.  Most of my life I have been a loyal AT&T customer.  Maybe I'm being punished for moving away from AT&T for a couple of years.  Can anyone tell me what I can do other than doing without my E-mail? 

Ransome

[edited for privacy]

[HiCap]

"There is a new topic concerning the new GoPhone $65 smartphone with data, but the reply button doesn't work on that thread.  So I'll just post here.  They were saying how great the information was on GoPhone's website was.  But it's not true.  Here's my story:

I don't understand why a special Android phone is required in order to  use it on GoPhone.  Operators can  limit cellphones from using any technology they wish.  If you use to much 4G they can limit you to 3G.  My previous Carrier was T-Mobile and I was able to use 100 MB/month of up to 4G.  When I used that up, it reverted to EDGE.  The 4G reverted to 3G whenever they wished it to.  I moved to AT&T 3 days ago, because, when we visit relatives, they are where there are AT&T towers.  I was willing to pay the $5/month extra for 50 MB/month, because I rarely use over 20 MB/month using my Andriod T-Mobile cellphone.  I was told my T-Mobile Android phone wouldn't work on internet, so I found a "Pantech Pocket" AT&T cellphone and checked with GoPhone Customer Service before I bought it.  They said it would work fine.  So I bought the phone and transferred my phone number to AT&T and added $50 plus $5 for the internet. The internet would not work.  I was told after about an hour of troubleshooting that it wouldn't work because it was a 4G phone.  I was never told before hand nor in the brochures that it couldn't be a 4G phone.  I bought the phone that AT&T told me to buy.  Now I can't get my E-mail when I'm traveling, which is why I switched to AT&T.

I feel very disappointed and misled by AT&T, and they tell me there's nothing they can do.  I think there is.  I like the phone that I bought, and don't wish to purchase a third phone, nor can I afford to.  I don't want to transfer my phone number again.  I have had this phone number since the 1970's.  Most of my life I have been a loyal AT&T customer.  Maybe I'm being punished for moving away from AT&T for a couple of years.  Can anyone tell me what I can do other than doing without my E-mail?"

I went to AT&T prepaid wed site and bought smartphones setup to work on AT&T prepaid plans.  The phone you bought (Pantech Pocket) is not listed as a prepaid plan phone.  Have some priced cheaper than Amazon or Walmart price.  I don't think AT&T supports 4G on prepaid phones.  I bought 2 AT&T Avial smartphones from prepaid wed site, very happy with both.

I also tried T-Mobil prepaid, but I also wanted the best coverage, what good is a cell phone that does not work where you want to use it?  I have 5GB monthly data contract with AT&T, I use it with prepaid AT&T prepaid phones/tablets and computers.  Have no trouble using AT&T prepaid service, been using it over 2 years.  I have not had a reason to call customer support on the prepaid plan, but received great support on my data plan whenever I called. 

[rwelborn]

This is a quote from AT&T GoPhone brouchure:  "Already have a GSM phone?  It's easy to activate service with a compatible GSM phone by getting a GoPhone SIM card.  Smartphones compatible with data service will require a data package to use data services on the AT&T network."  I called AT&T GoPhone Customer Service and asked if the Pantech Pocket would work with GoPhone service.  They researched it and told me it would work.  I bought the AT&T branded phone, paid the $50 unlimited after I moved my phone number to the SIM card by AT&T.  I added the $5 for 50 MB/month data add on that was also described on the same brochure.  I spent another hour or more with GoPhone Customer Service with them saying the phone should work.  In the end they told me that the reason it wouldn't work was because it was 4G, and there was nothing they could do.  If T-Mobile could send a command to cause a 4G phone to operate at 3G, so can AT&T.  My little 20 MB/month of data will not hurt AT&T's bottom line at all.   Nothing is said on any GoPhone literature or web site that GoPhone won't work on 4G phones.  If they had I wouldn't have this mess.  I wouldn't even care if I was limited to EDGE.  I just need my E-mail and GPS which uses almost no data and works fine on EDGE. 

Now their website says that starting tomorrow 10/7/2012 GoPhone can offer a $65 plan with data for smartphones.  Their press release says they are doing this to accomodate smartphone users.  It's nothing new.  It's just the $50 unlimited plan with $15 of data added in the same amount that was already available.  But they stress it's for the smartphones.  I have a smartphone and do not feel accomodated.  I feel that AT&T is telling me tough luck.  I didn't use the word I felt so it wouldn't be edited.  I am also not looking for privacy.  I am looking for someone from AT&T to acknowledge that I have been treated poorly and tell me something reasonable for me to do. 

[wilcre ACE - Expert]

I am sorry what happened but going by what you have typed here ("I called AT&T GoPhone Customer Service and asked if the Pantech Pocket would work with GoPhone service. They researched it and told me it would work") the response they gave is correct, but they did not state whether the data would work or not but then again you also did not ask. AT&T can only take half of the blame unfortunately.

[rwelborn]

I did ask if data would work.  I told them the reason that I was switching to AT&T was that when I was roaming on AT&T towers, the data would not work with T-mobile.  I was switching to AT&T to be able to use data in PA and WV when I travelled there.  I will not share the blame for this because I was upfront with all my intentions, unlike AT&T.  They leave too many things unsaid.  Like the thread that I have been trying to respond to that has 4 replys and the Reply button is grayed out so you can't reply.  The new AT&T GoPhone plan that starts today says they charge $65 for smartphones to receive unlimited voice and and text and 1 GB of data/month.  There is an information link that says eligible when you put your cursor over it, but does not explain eligible.  I will check with a AT&T store today to see if they now consider my smartphone eligible on this new SMARTPHONE PLAN.  By the way, do you work for AT&T?

[wilcre ACE - Expert]

no i do not work for AT&T. there are AT&T agents on here, they will have names in orange with the word "Employee" under their name, but they can not officially do anything through the forums, only the community managers can do stuff like that from here, this is essentially a peer to peer forum.

[wilcre ACE - Expert]

I also just realized that the Pantech Pocket device is a 3G/2G Network phone not a 4G, GSM 850 / 900 / 1800 / 1900 HSDPA 850 / 1900 / 2100, but also yes the Pantech Pocket is a smartphone.

Monthly Unlimited Plan: The Monthly Unlimited Plan is available for 30 days upon payment of the applicable rate plan charge. If you have a feature phone, the Monthly Unlimited plan includes data services. If you have a smartphone, a Data Feature Package is required to use data services with the Monthly Unlimited Plan. YOUR SELECTED PLAN WILL CONTINUE FOR 30-DAY PERIODS IF YOUR ACCOUNT HAS SUFFICIENT BALANCE TO PAY THE RATE PLAN CHARGE. The rate plan charge for each renewal period will automatically be deducted from your account balance at the end of the day (midnight Central Time) on your rate plan expiration date. If your account balance is insufficient to pay the rate plan charge, you will be unable to use any services, including rate plan services and pay-per-use services, until you refill your account with the applicable amount or change to another rate plan--before your account balance expires. (Account balance expiration date is determined by your refill denomination). Applicable rate plan charge for your selected plan is not refundable, and any unused services are forfeited if you change to another rate plan during the 30-day plan period. The day you add the plan is counted as a full day and counts towards the 30 days. TO AVOID BEING CHARGED THE APPLICABLE RATE PLAN CHARGE, CHANGE TO ANOTHER RATE PLAN PRIOR TO YOUR NEXT RATE PLAN RENEWAL DATE, BY DIALING 611 FROM YOUR WIRELESS DEVICE AND FOLLOWING THE PROMPTS. http://www.att.com/shop/legalterms.html?toskey=prepaidPlanTerms&

[rwelborn]

All you said here is correct except the Pantech Pocket is a 4G phone, which is why they tell me that it's not working with GoPhone.

[HiCap]

"All you said here is correct except the Pantech Pocket is a 4G phone, which is why they tell me that it's not working with GoPhone."

It is confusing, some reviews of the Pantech Pocket say it is 3G, but it is a 4G Smartphone.  Was it every made as 3G and then upgraded to 4G?  If you do a internet search you will see where some have made 4G phones work for data on AT&T prepaid plans.  I would just return phone if possible, or sell it and buy a 3G smartphone to use on AT&T prepaid data plan.

[rwelborn]

HiCap said "It is confusing, some reviews of the Pantech Pocket say it is 3G, but it is a 4G Smartphone.  Was it every made as 3G and then upgraded to 4G?  If you do a internet search you will see where some have made 4G phones work for data on AT&T prepaid plans.  I would just return phone if possible, or sell it and buy a 3G smartphone to use on AT&T prepaid data plan."

I finally got the information that I needed to make a decision.  As I would prefer to stay on AT&T, there are so many negative rules I will wait until my month is up on AT&T and switch to another carrier.  I took the AT&T Sim card and put it into my 3G T-mobile phone.  After I edited the APR, I turned the phone off and then on and now I had data.  It was only 2G because AT&T uses a different technology for 3G thanT-mobile.  My Pantech Pocket 4G phone was only allowed to operate on voice and text on AT&T's GoPhone 3G network even if you pay extra for data.  This would be the same for any 4G phone.   I have read where some have been able to change the APR and use a 4G phone, but it didn't work for me.  AT&T has 2 data networks.  One is the GoPhone 3G network.  The other is the 4G/3G postpaid network.  I like my Pantech Pocket, which I saw working at 4G on RedPocket Wireless before I bought it.  Even though their customer service is not as good as AT&T, if AT&T customer service can't get my phone to work properly, it doesn't matter as long as I can get it working on RedPocket.  There might be other negatives on RedPocket, but the only way to find out is to try it.  Their plan is $49.99 for unlimited voice, text, and 250 MB data at 4G.  This would be plenty for me.  T-mobile gave me unlimited voice, text, and 100 MB of 4G data if I had a 4G phone, and the only problem problem I had was no data when I had to roam to AT&T.  If AT&T changes their system to be more competative on prepaid, I would probably switch back.  I was told by a GoPhone customer service rep that AT&T was planning to make changes to be more in line with other prepaid carriers.  I'm not sure how RedPocket gives 4G on my phone unless they use the AT&T 3G/4G network.  I can't understand why AT&T doesn't use only the 3G/4G towers and do away with the old network.  Maybe that is what they are planning for January.   

[HiCap]

 "If AT&T changes their system to be more competative on prepaid, I would probably switch back.  I was told by a GoPhone customer service rep that AT&T was planning to make changes to be more in line with other prepaid carriers.  I'm not sure how RedPocket gives 4G on my phone unless they use the AT&T 3G/4G network.  I can't understand why AT&T doesn't use only the 3G/4G towers and do away with the old network.  Maybe that is what they are planning for January."

If AT&T gets any more competative on the prepaid, they will have more customers than they can give first class service too.  All the prepaid plans are priced close to each other, but AT&T coverage is one of the best.  3G data speed is all you need, as most wed sites will not let you download more than 1/2 that speed.  My download test of AT&T 4G LIT show fast speeds at times, then slow speeds.  The system is overloaded, but will work in real world use because wed sites are not letting you download from them at that speed.  If AT&T did away with the old network, the new 4G LIT would be overloaded. 

[rwelborn]

All I ask for is to give the same rules on their prepaid that T-mobile has on their prepaid.  I only want to be able to use my AT&T phone on their prepaid network.  T-mobile allows me to use any phone on their prepaid network or their post paid network.  T-mobile allows 4G speeds on their prepaid network and it drops to 2G when you use up the max for the plan.  That's not too much to ask from AT&T. 

[slugdub]

Was there somewhere here that someone mentioned the contact line for GoPhone or not? OP is correct. The "service" is abysmal.

The only way I know to contact a live person is to enter in a new credit card or try to refill via 611 and hit cancel instead of confirm, then you are transferred. They appear to be quick to pick up when actual money is involved.

[WakeUpCall]

>>They appear to be quick to pick up when actual money is involved.<<

I wish they were. Have you tried to set up auto pay for a base plan PLUS a data package? Wont' work because of their limited pre-set amounts. They say this is to prevent customers from paying the wrong amount. 

Huh?

[rrgg]

AT&T just hates the concept of "PREPAID" and would kill it off if competitors did too.

Let me pre-pay for blocks of data, and when it runs out so does my data.  Then I'll buy another block of it.  Such a very simple product would make a lot of us happy.  And stop telling me what phone I can use too.  If their policies don't change before my balance gets low, I'm leaving.

[HiCap]

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AT&T just hates the concept of "PREPAID" and would kill it off if competitors did too.

Let me pre-pay for blocks of data, and when it runs out so does my data.  Then I'll buy another block of it.  Such a very simple product would make a lot of us happy.  And stop telling me what phone I can use too.  If their policies don't change before my balance gets low, I'm leaving.

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I think all the cell phone providers would kill off prepaid if they could.  Would also like to see prepaid data plan like voice plan.  Best AT&T prepaid plan is 1GB for $25 a month.  You can change to $5 DATA plan and balance from 1GB plan will roll over as long as you renew plan each month.  You can use almost any phone you want, just set you APN settings for AT&T prepaid.  Example new Google Nexus 4, ($299) or buy one of AT&T contract phones and they will unlock it for you. 

There are cheaper prepaid plans, but they do not have the coverage like AT&T. 

[HiCap]

AT&T just hates the concept of "PREPAID" and would kill it off if competitors did too.

Let me pre-pay for blocks of data, and when it runs out so does my data.  Then I'll buy another block of it.  Such a very simple product would make a lot of us happy.  And stop telling me what phone I can use too.  If their policies don't change before my balance gets low, I'm leaving.

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I think all the cell phone providers would kill off prepaid if they could.  Would also like to see prepaid data plan like voice plan.  Best AT&T prepaid plan is 1GB for $25 a month.  You can change to $5 DATA plan and balance from 1GB plan will roll over as long as you renew plan each month.  You can use almost any phone you want, just set you APN settings for AT&T prepaid.  Example new Google Nexus 4, ($299) or buy one of AT&T contract phones and they will unlock it for you. 

There are cheaper prepaid plans, but they do not have the coverage like AT&T. 

[rwelborn]

Not any phone!! You can not use a 4G cellphone for data on GoPhone even if it's an AT&T branded cellphone. You can't get even EDGE (2G) data on a 4G cellphone!! You can on T-Mobile. You can purchase a data plan and put the Sim card in a T-Mobile 3G phone and get EDGE data on GoPhone.

[HiCap]

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Not any phone!! You can not use a 4G cellphone for data on GoPhone even if it's an AT&T branded cellphone. You can't get even EDGE (2G) data on a 4G cellphone!! You can on T-Mobile. You can purchase a data plan and put the Sim card in a T-Mobile 3G phone and get EDGE data on GoPhone.

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I will need to stop using my AT&T Rugby Smart 4G phone for data on prepay is that is true!   If you set the APN setting right, you can use almost any AT&T 4G smartphone on AT&T prepaid, you will get 3G speed, but it will and does work.  This is not supported by AT&T, but a lot of people are doing it.  My AT&T smartphone would only get EDGE data on T-Mobile.  My problem with T-Mobil is that have no coverage in Mojave Desert and up Highway 395 in California.

[HiCap]

Not any phone!! You can not use a 4G cellphone for data on GoPhone even if it's an AT&T branded cellphone. You can't get even EDGE (2G) data on a 4G cellphone!! You can on T-Mobile. You can purchase a data plan and put the Sim card in a T-Mobile 3G phone and get EDGE data on GoPhone.

[HiCap]

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[HiCap]

I will need to stop using my AT&T Rugby Smart 4G phone for data on prepay is that is true!   If you set the APN setting right, you can use almost any AT&T 4G smartphone on AT&T prepaid, you will get 3G speed, but it will and does work.  This is not supported by AT&T, but a lot of people are doing it.  My AT&T smartphone would only get EDGE data on T-Mobile.  My problem with T-Mobil is that have no coverage in Mojave Desert and up Highway 395 in California.