Off-Network reimbursement

Casebrius · 10-22-2009, 08:58 PM

I'm in an area of the Gulf Of Mexico where it shows "off-Network". I have never been charged before for texts while I work in the gulf, and I have texted extensively. I thought I better check my bill and sure enough it is showing 214 texts at $.50 each. What is my best plan of action when i speak with the ATT rep to get these charges removed?

Eragon · 10-22-2009, 09:13 PM

Originally Posted by Casebrius

I'm in an area of the Gulf Of Mexico where it shows "off-Network". I have never been charged before for texts while I work in the gulf, and I have texted extensively. I thought I better check my bill and sure enough it is showing 214 texts at $.50 each. What is my best plan of action when i speak with the ATT rep to get these charges removed?

Are you roaming off a Mexican or Caribbean cell site? The argument you may face is that you are in international waters.

Casebrius · 10-22-2009, 09:31 PM

no idea where i'm roaming, we're not far off coast, maybe 100 miles. just sais 'off network'

Eragon · 10-22-2009, 09:35 PM

Check out your usage on My Wireless at wireless.att.com. It should give an indication of where you are roaming.

Regardless, it sounds like you are being charged for international text messaging. Have you considered adding that functionality to your account? May make your bill smaller.

Casebrius · 10-22-2009, 10:00 PM

please read the last line of my question, that is waht I need info on. Thanks

Eragon · 10-22-2009, 10:05 PM

Originally Posted by Casebrius

What is my best plan of action when i speak with the ATT rep to get these charges removed?

Say that you were not aware that you were roaming outside AT&T's network; that it was an isolated situation and won't happen again. Then, ask for mitigation options if the CSR insists on holding you to the international charges. Be prepared to account for the texts messages - all on a narrow range of dates. If spread across a month, for example, you'll have a hard time justifying.

AeroCare · 10-26-2009, 11:51 PM

DENY, DENY, DENY!!! Tell them you were off the coast of Louisiana and there's no way a Mexican or any other international cell site can be reached from there (although we all know they have cell sites out there in the GOM) on some oil platforms. Good luck on not getting charged for the text messages.

In my case I've been getting emails from AT&T for a few months now telling me that I'm using more than 20% of my time "Off Network". I told them to look at my address and that I have the "DATA ROAMING" turned to OFF and I still get connected to T-Mobile instead of AT&T when using the internet although AT&T's maps claim to have excellent coverage at my address. I asked them to explain that to me and she told me she was giving me a "promise to call", or whatever they call that, and then they never call me back. I check AT&T online and all data connections say the same except the amount of daily data. Nothing ever says roaming or off network or anything like that. In fact T-Mobile's data service is way faster when I'm tethering and it connects to them. Actually I think it's T-Mobile because their map is strong at my address to and I don't know of any other carrier using GSM in my state.

I love AT&T's Customer "Lack of" Service Department.