Contributor
•
1 Message
Mobile hotspot claiming no available data is unlimited
This is a Samsung Lz phone. I've used the mobile hotspot on my $65 unlimited data plan for almost a year with no problems. Last night the Samsung Internet app automatically updated and shut off the mobile hotspot. Since then, whenever I connect to it on my laptop or Xboz One, it claims additional authentication is required, then takes me to what would ordinarily be a typical authentication portal. Here it states no data is available and takes me to the preaid login to refill my account.
Just to be sure, I refilled the account numerous times, spending almost $200 switching to the $45 plan and back, whixh worked until the phone died. Then it went right back to the previous song and dance, taking me to the portal and asking for more money.
I don't know how thia is related to the Samsung Internet app update, but there's clearly a correlation. I've tried everything. Now I can't access the internet except through my phone. I can't do my work, play games or watch media. This is an error with ATT or with the phone and the troubleshooting feature is useless because when it asks my problem it amazingly replies it has nothing to say about hotspots. Which I find very surprising.
What do I do? I'm out of ideas.
ATTHelp
Community Support
•
232.9K Messages
6 years ago
Greetings @JackSawyer!
Experiencing issues with your hotspot after an app update is definitely exasperating. I am happy to help!
Our Troubleshoot & Resolve Tool is a fantastic resource to use when you run into issues such as this. Simply login with your myAT&T credentials and select the device you are using. Then under Device/software issues, select Apps. Please follow the prompts thereafter.
I would also like to recommend factory resetting the mobile hotspot. Our Device Support Tool is another great tool to use to get familiar with a device. This tool will walk you through step by step instructions on how to perform the factory reset on your mobile hotspot. You can also login to this tool and select the mobile hotspot device you are using. Then under Additional Support, click on Learn how to use.
If you run into any problems or have questions, please feel free to reach back out to us! We are always here to help!
Thank you for reaching out to us here on the Community Forums! Have an amazing day!
Jenn, AT&T Community Specialist
(edited)
0
0
Ronemcg
Contributor
•
1 Message
6 years ago
I have had the same exact issue. My hotspot has worked perfectly until the latest iOS update. Something fishy here.
I went through the recommended ATT troubleshooting service which referred me to Apple support which couldn’t help either. I don’t think that I will get an answer. I think it’s a strange coincidence that we are having the same issue at the same time and no one is able to help either of us.
0
0