[Desire General] cmai02:
I am also experiencing the same problems with AT&T. I found an AT&T internal memo posted on another forum where tablet users were experiencing similar issues.

We seem to have two issues, AT&T thinks the HTC Desire is a wireless dataconnect card when you give them the phone's IMEI number. From talking with CS, they do not seem interested at all looking into the issue with their systems and insist that our phones themselves are the problem. From reading the internal memo posted below, it appears as this is only a case for those who are on the media net plan. It seems as if you are on the 200mb or 2gb smart phone data plans plan it is a non issue at least for the moment. The other issue is even if you want to change to a smart phone data plan, the system will not accept it with our IMEI number since it isn't a smart phone in their systems.

Anyways below is AT&T's internal memo.

"

Appropriate data plans are required to use Mobile Broadband devices (laptop, tablets, or AT&T Mobile Hotspot devices) on the AT&T Network.

Effective March 16, 2011, AT&T will systematically enforce this policy by alerting customers with unlimited data plans when they take the SIM from their current smartphone, QMP, or basic phone and place it into a Mobile Broadband device to access data unlimited, that an appropriate data plan is required.

Process

Once SIM swapping is detected, customers will receive notifications via SMS and e-mail that an appropriate data plan is required for their Mobile Broadband device. If the customer continues to use their SIM in the device, their data service will be restricted for the remainder of the billing period unless they contact Customer Care to add the appropriate data plan.

Reasons

Any data unlimited customer who takes the SIM from their smart phone, QMP, or basic phone and puts it into a Mobile Broadband device is not in compliance with the requirements of their wireless customer agreement.

Communication Key Dates

Effective March 16, 2011

Specific Customers Addressed

The notifications will go to smartphone, QMP, and basic phone users with unlimited data plans who put their SIM into a Mobile Broadband device (Examples: Laptop, Tablet or AT&T Mobile Hotspot device).

Notification Methods

By SMS and e-mail

SMS Communications

The first message is sent when AT&T first detects SIM swapping activity.

AT&T Free Msg: An eligible data plan is required when using a Laptop, Tablet or MiFi device. Call 611 as soon as possible for details and to avoid service interruption.

The second message is sent when AT&T detects subsequent SIM swapping activity.

AT&T Free Msg: Your data service has been restricted due to SIM swapping with a data connect device. Call 800-331-0500 to discuss available plan options.

E-Mail Communication

If we have the customer's e-mail address, the following communication will be sent after each out-of-policy usage.

At AT&T, we value your business and want to ensure you have the data plan that's right for you. Did you know an eligible data plan is required when using mobile broadband? If you have recently swapped a SIM card from your wireless handset into your Laptop, Tablet or MiFi, your data service may no longer work properly on either device.

Call us at 1-800-331-0500 (or 611 from your wireless phone) and our team will help you establish service with an appropriate data plan for your device and restore data service if necessary.

AT&T offers a variety of plans to fit your needs in order to provide the best on-the-go experience on the nation's fastest mobile broadband network. Our team is ready to help you activate data service with the right plan. We look forward to your call. You can also visit our web page here to learn more.

Thank you for being an AT&T customer.

FAQs

Does this policy affect all SIM swapping?

No. This policy is being enforced for smartphone, QMP, and basic phone customers with a data unlimited plan on their account who put their SIMs into a Mobile Broadband device (Examples: laptop, tablets, or AT&T Mobile Hotspot devices) in an effort to share data unlimited between two devices.

Why is AT&T notifying my customer about putting their smartphone SIM into their new tablet?

Any customer using a Mobile Broadband device on the AT&T network is required to have an appropriate data plan which supports that device. This policy is now being systematically enforced.

How will my customer receive the SMS notification if the SIM is in one of the Mobile Broadband devices?

Most of these devices allow customers to receive SMS messages. However if the device does not, the SMS communication will continue to be sent for a period of up to three days. Also, if the customer has an e-mail address on file, AT&T will send a notification via e-mail.

My data unlimited customer did not realize it was against AT&T policy to put the SIM from a smartphone into a Mobile Broadband device. My customer does not want to add a data plan for their Mobile Broadband device. What are the options?

With the many services and ease of use of our great new Mobile Broadband devices, our customers will be able to fully utilize these devices. Also they get the best possible experience if they have an appropriate data plan for that device or they can select our DataPro with tethering plan for their current smartphone.

If the customer continues to use their smartphone SIM in their Mobile Broadband device, their data service will be suspended until the end of the billing period, unless the customer calls into Customer Care to add the appropriate data plan.

Note: If the customer does not contact Customer Care to add a plan, their data service will be restored for their smartphone at the beginning of the new billing cycle. If SIM swapping activity is detected during the next billing cycle, the data service on the account will be suspended again.

Is my customer eligible for a data credit while his data service is suspended?

No.

Can my customer continue this process each billing cycle?

No. If the customer continues the out of policy behavior, AT&T reserves the right to remove the unlimited smartphone data plan from the account.

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