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Trying to help AT&T
Normally I use around 100mb per month with my iPhone. Last month in May, it jumped up to 477mb. I haven’t changed the way I used my phone, so I was curious where the extra data came from.
I want to try to manage my data, so I’m not using this extra 300mb per month, so it helps the AT&T system. You’d think AT&T would be interested helping their customers manage their data, especially since they already have a hard time handling the amount of data used on their system now.
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AT&T doesn’t let you track your data usage
The AT&T rep, Crystal Brundidge, told me over an online chat, “You currently have the unlimited data plan which is $30 each month. Regardless of how much data you use, the cost is the same. “
I explain to her I want to help AT&T’s system by not using as much data. I want to help. She told me, “Features that have unlimited usage are not tracked. Since the data plans for the Iphones are not changing, then your plan will remain the same.”
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AT&T doesn’t accept suggestions from customers
I asked her where I can submit my suggetion on how to improve the AT&T system. She responds with, “Unfortunately we do not have a suggestion box.”
Here’s my response, “whoa. That’s wacked out. How is at&t to get better if there are not customer requests. That’s wack. lol. So AT&T is just a closed up wall with no incoming suggestions? That’s a bummer. Where’s the innovation? I guess it lies within the walls of AT&T. And they don’t want to know what the customer thinks.”
She responds with, “I apologize for the inconvenience. Do you have any additional questions that I can assist you with today?”
Bottom line: AT&T doesn’t want to know what their customers think.
If anyone from AT&T reads this blog post, please leave a comment below and tell me if I am wrong.
This blog post started when I read abhayshah76’s tweet:
AT&T to Charge More to Heavy Users of Data http://bit.ly/cYQdso #NYTimes
Here’s the first half of the chat session with the AT&T operator: ————————- Chat InformationPlease wait for a site operator to respond. Chat InformationYou are now chatting with ‘Crystal Brundidge’ you: Hi Crystal Crystal Brundidge: Hello, I am Crystal Brundidge with Click to Chat Customer Service. I will be assisting you today with your data usage. May I have the last four digits of your social security number? you: certainly. 🙂 XXXX (numbers x’ed out) Crystal Brundidge: Thank you Mr. Maldre. How may I assist you today? you: i was just looking at the data usage report for my iphone. How did my data usage jump so high in May 2010? you: 94mb: Dec 2009 86mb: Jan 2010 114mb: Feb 2010 84mb: Mar 2010 89mb: Apr 2010 477mb: May 2010 you: i’m wondering if there’s some report that can break down the types of data i’m downloading you: was doing good at around 100mb each month, then in May it jumps up to 477 and i haven’t changed any of my behavior Crystal Brundidge: You currently have the unlimited data plan which is $30 each month. Regardless of how much data you use, the cost is the same. you: yeah, but i just read on the New York Times that new customers are going to be billed by how much they use. you: now granted i’m not a new customer you: but i would like to become knowledgeable about how i am using my data you: and if i use my data better and manage it better, it benefits AT&T Crystal Brundidge: The data plans for the Iphone is not changing. Only the data plans for smartphones are changing. you: cuz then i won’t be using as much datas you: i would think AT&T would like me to manage how much data i use you: it’s less strain on AT&T’s system you: for their users to be knowledgable how much data they use you: i’m using an extra 300mb a month, and i want to stop using that much, just because i want to help the AT&T system Crystal Brundidge: Features that have unlimited usage are not tracked. Since the data plans for the Iphones are not changing, then your plan will remain the same. ———————-
Here’s the second half of the chat session with the AT&T operator: ————————- you: ah you: i can see why AT&T wouldn’t provide tools for unlimited users you: but it might be a good consideration you: in the future you: is there a place i can submit my request? you: a sort of suggestion box Crystal Brundidge: Unfortunately we do not have a suggestion box. you: whoa you: that’s wacked out you: how is at&t to get better if there are not customer requests you: that’s wack you: lol you: so AT&T is just a closed up wall with no incoming suggestions? you: that’s a bummer you: where’s the innovation? you: i guess it lies within the walls of AT&T you: and they don’t want to know what the customer thinks you: i don’t expect you to have the answers you: i guess i’m just blabbing Crystal Brundidge: I apologize for the inconvenience. Do you have any additional questions that I can assist you with today? you: nope that’s it. Crystal Brundidge: Thank you for selecting AT&T as your service provider Mr. Maldre. We appreciate your business. It has been my pleasure assisting you today. Please click the close button to end your session. A customer satisfaction survey will automatically appear and we would appreciate your feedback. ————————-
“Unfortunately we do not have a suggestion box.” That’s the same answer I get when I contact heaven and ask to talk to god.
Here’s my usage: http://spreadsheets.google.com/pub?key=0AmkrYldBqdQ1dDNlb1NmVWs2Snd5VFdwUW1XZFRFQ3c&hl=en&output=html In talking with my friends we discovered that the Maps app eats up gobs of data. (Some found this out the hard way when they traveled internationally). With AT&T moving away from unlimited plans, I’m seriously thinking of switching. I tried out the HTC Incredible at a Verizon store and liked it. I tried out the HTC EVO at a Sprint store and was amazed by the network speed (4G), but turned off by the slightly larger size. They must be doing something right because the EVO’s are sold out in the Chicago area.
Andre, Thanks for the tip on the maps. I guess maybe I’ve been using the maps app more often this past month. Where are you getting the different data reports for your spreadsheet? — AT&T reported KB — ~ MB used — AT&T reported MB I assume the AT&T reported KB and AT&T reported MB are from the attwireless.com site. Are you using the “AT&T myWireless Mobile” app to get the ~MB used? I’ve been thinking of switching also, but my contract isn’t up until January 2011. So i’ve got some time to wait.
Choosing the paperless bill option gives you the ability to see your invoice online (though, I’m sure if you don’t go paperless the option is still available). Data usage is printed on one of those pages. Data is broken down in KB per day. The MB numbers are from the attwireless.com site.
AT&T isn’t interested in helping anyone with problems. Once they get you as a customer then their “contract” gives them the right to ignore your real needs …. I will never go back to them … even if they have the phones I would prefer to use … ( from my experiences with them )
My data usage for June was back down to around 120mb. Odd. I thought it was foursquare that was eating the data for some odd reason. But I kept using foursquare this month, and my data rate didn’t stay up at 400mb. After looking closely at the times of the data downloads in my AT&T bill, i think it’s the last.fm app that used a bunch of data.
My most recent usage: Aug 2010: 112.4mb Sep 2010: 124.3mb Oct 2010: 70.5mb Nov 2010: 96.4mb Dec 2010: 86.0mb Jan 2011: 73.0mb I don’t really use my phone for streaming video or audio. Just normal usage loading webpages and apps.