So, I have a North America Simple Choice plan with unlimited data and 14 GB hotspot.
Until 2 days ago I had the same plan but with 7 GB hotspot and everything was working correctly, until now.
Basically, every time I try to use my iPhone 6 as hotspot I now have a redirect to u.web2go.com with the message "your data plan does not work on this device. Click here to sign up for a new data plan".
Weird, because it was working until 2 days ago and nothing changed by my side.
So my hotspot is not working anymore.
What should I do? It's really annoying, especially when you pay 95 dollars for a service that is not working.
In the meantime I tried to fix it with an operator through the t-mobile.com chat service but nothing, the problem is still there.
We did the "basic troubleshooting steps" and we also resetted the network settings but nothing, same story.
I hope to receive some help from you guys soon!
Thanks in advance
Does this issue correspond to a change with your plan you have made? If so, have you been able to ensure the changes were made for the immediate time, and not future dated for next cycle? Have you tried connecting with other devices to see if the error still occurs?
Yes, the issue correspond with the upgrade of my plan that I have made. I went from the unlimited + 7gb hotspot to the unlimited + 14 gb. But in my panel I can see that the change happened successfully and the correct amount for the renewal was paid on December, 2nd.
In the meantime, this morning I had a conversation with a T-Mobile operator on Facebook and he told me that they're working on it. But 12 hours later, same thing, nothing changed.
What should I do? Just wait?
Sounds like this might have been something going a little wonky in the network vadrum. Have you tested it since your last post to see if it's working?
yes it stil doesn't work. The answer from the support was that since I'm in Canada right now, I can't use my hotspot data with roaming...but that sounds bad because I paid for this North America plan (Mexico and Canada) and now I can't use it...that's a shame. They should advertise the truth, it's not fair to discover these things after you pay $95 for a service that doesn't work...
Ah, okay, with roaming it's a little different. You can use this service but it would require a International Data Pass as the data feature included in your plan won't allow you to share it with another device while roaming internationally.
Roaming across carriers when traveling internationally
I'm sorry but I should buy nothing because the hotspot data is supposed to be included while in Canada...
Here's the full description of my plan:
$95 North America UNL. TT & 4G Data w/14GB SMHS
Unlimited Voice (US/CAN/MEX) - Unlimited Nationwide Messaging (US/CAN/MEX) - Unlimited 4G LTE Data on your smartphone*(US/CAN/MEX) - Includes 14GB of (US/CAN/MEX) Smartphone Mobile HotSpot (tethering) at no extra charge-Includes Rhapsody UnRadio subscription - Rate Plan Charge excluding features: $95.00 per month.
So...what do you think? What should I do? Ask for a full refund and switch to another operator?
Hey vadrum what I'm thinking is that this may be a network issue where our systems aren't recognizing you're on the right plan. The last thing I would suggest you try (if you haven't already) is to type in #766# and call it from your dial pad to enable data roaming. It may prompt you that you'll be charged $15/MB but you can disregard that message.You would then power the phone off and back on again then test it out.
If it still continues to give you fits, you can Contact Us via social media and have a T-Force specialist file a trouble ticket for you. You can also call our free international number at +1-505-998-3793 and get directly to Tech Support if you don't have access to social media. Once the ticket has been filed we'll get network engineers to get this fixed on our end for you.
Retrieving data ...