Cingular cell phone service - it's official--cell plans are too complicated (Tilt feature maze)

Author

it's official--cell plans are too complicated (Tilt feature maze)

Todd H.

2007-10-23, 4:33 am

It's been entertaining since I got an 8925 Tilt over a week ago. Neat
smokin PDA that also makes phone calls.

But I think I've talked to Cingular customer service more than some of
my family members. I don't fault the CS reps... it's the myriad of
packages and permutations and features that aren't compatible with
certain packages, and all this jazz that makes the task so difficult
it seems.

First problem - voicemail couldn't be set up. When I dialed voicemail
instead of the guided tour of setting up the mailbox, I was getting
"if you have a mailbox on this system, dial the number now, ifyou wish
to leave a message, dial the number now" thing. They did some magic
(which apparently involved them sending some updates to my device) and
all was well.

Next problem--I discovered I couldn't receive text messages. The data
portion of my plan is PDATETHMICROUNL to the tune of $59.99. I need
this plan because I do laptop tethering, and while you can technically
tether with lesser plans, it's apparently not kosher (although rare is
the rep who really knows this, apparently). Now the reps all think
this plan is supposed to be the one you use that includes pay per use
text messaging. Unfortunately, it apparently doesn't quite work that
way as I'm not receiving any texts sent to me, and no ones getting the
one my device says I successfully sent out. You'd also think all they
need to do is add the feature "Text Msg Pay Per Use" that I see on my
other lines where messaging works fine... but according to the first
rep I talked to tonight, she tried just adding that features, and it
wasn't possible to add. But luckily, that call got disconnected, and
I got to a second rep who tried to add that same feature, and it
worked... and resolved the issue (she also sent the same updates to my
phone that the rep did in the prior voicemail issue).

They did ultimately resolve my problem, and were profusely apologetic
(albeit programatically so) throughout the calls. Seems there are
well intentioned CS agents with the daunting task of naviagting a
hugely confusing morass of plans and features.....

And yes, I said "morass."

--
Todd H.
http://toddh.net/

clifto

2007-10-23, 4:33 am

Todd H. wrote:
> They did ultimately resolve my problem, and were profusely apologetic
> (albeit programatically so) throughout the calls. Seems there are
> well intentioned CS agents with the daunting task of naviagting a
> hugely confusing morass of plans and features.....
>
> And yes, I said "morass."

You said "morass", hunh-hunh, hunh-hunh.

--
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Three inches
Three eights of an inch

DTC

2007-10-23, 7:33 am

Todd H. wrote:
> First problem - voicemail couldn't be set up. When I dialed voicemail
> instead of the guided tour of setting up the mailbox, I was getting
> "if you have a mailbox on this system, dial the number now, ifyou wish
> to leave a message, dial the number now" thing.

Usually the prompt "if you have a mailbox on this system, dial the number
now..." is returned if you use a landline or NON-Cingular/ATTWS phone to
call the voicemail backdoor number. If you use a Cingular/ATTWS phone, its
automatically mapped to that phone and you get the message prompts. The
"update" correctly mapped your phones.

Knowing the backdoor number has some advantages. You can send a callback
number or check your voicemail without ringing your phone, or check your
voicemail without using your phone.

I have a client that uses his in-house voicemail to call the back door
number and 1) send him his company's telephone number for to indicate he
has an in-house voicemail message or 2) have the in-house system leave him
a message that someone called the company hotline. If his cellphone shows a
numeric callback number, he has an in-house VM waiting for him. If it shows
a VM message was left, its was the hotline calling.

> Next problem--I discovered I couldn't receive text messages. The data
> portion of my plan is PDATETHMICROUNL to the tune of $59.99.

That is correct. The unlimted texting plans are mutually exclusive with
tethered plans.

If you found a workaround, it would be interesting to know what plan or
option they added for you.

Todd H.

2007-10-23, 10:33 pm

DTC < no_spam@move_along_f
olks.foob> writes:

> Todd H. wrote:
>
> Usually the prompt "if you have a mailbox on this system, dial the
> number now..." is returned if you use a landline or NON-Cingular/ATTWS
> phone to call the voicemail backdoor number.

Agreed.

> If you use a Cingular/ATTWS phone, its automatically mapped to that
> phone and you get the message prompts. The "update" correctly mapped
> your phones.

"Not always" was my point, as I was calling from the new phone line on
the new phone, and it was borked until they did something magical.

> If you found a workaround, it would be interesting to know what plan
> or option they added for you.

They fixed the issue with the account setup. The pay per use text
messaging i wanted (and that the guy at the store as well as cust rep
#1 at cingular THOUGHT was an automatic part of the PDATETHMICROUNL
data plan) was just a feature code that needed to be added. But it
managed to get screwed up by two of their own people before a third
one got it right.

I don't think these folks are dumb... they may be undertained however
for the immense complexity of the 8 bagillion plans and feature option
combinations they need to know about, particularly those particularly
to the less popular higher end phones.

--
Todd H.
http://toddh.net/

Todd H.

2007-10-26, 10:33 am

t@toddh.net (Todd H.) writes:

> It's been entertaining since I got an 8925 Tilt over a week ago. Neat
> smokin PDA that also makes phone calls.
>
> But I think I've talked to Cingular customer service more than some of
> my family members. I don't fault the CS reps... it's the myriad of
> packages and permutations and features that aren't compatible with
> certain packages, and all this jazz that makes the task so difficult
> it seems.
>
> First problem - voicemail couldn't be set up. When I dialed voicemail
> instead of the guided tour of setting up the mailbox, I was getting
> "if you have a mailbox on this system, dial the number now, ifyou wish
> to leave a message, dial the number now" thing. They did some magic
> (which apparently involved them sending some updates to my device) and
> all was well.
>
> Next problem--I discovered I couldn't receive text messages. The data
> portion of my plan is PDATETHMICROUNL to the tune of $59.99. I need
> this plan because I do laptop tethering, and while you can technically
> tether with lesser plans, it's apparently not kosher (although rare is
> the rep who really knows this, apparently). Now the reps all think
> this plan is supposed to be the one you use that includes pay per use
> text messaging. Unfortunately, it apparently doesn't quite work that
> way as I'm not receiving any texts sent to me, and no ones getting the
> one my device says I successfully sent out. You'd also think all they
> need to do is add the feature "Text Msg Pay Per Use" that I see on my
> other lines where messaging works fine... but according to the first
> rep I talked to tonight, she tried just adding that features, and it
> wasn't possible to add. But luckily, that call got disconnected, and
> I got to a second rep who tried to add that same feature, and it
> worked... and resolved the issue (she also sent the same updates to my
> phone that the rep did in the prior voicemail issue).
>
>
> They did ultimately resolve my problem, and were profusely apologetic
> (albeit programatically so) throughout the calls. Seems there are
> well intentioned CS agents with the daunting task of naviagting a
> hugely confusing morass of plans and features.....

And a third problem... LOL.

It turns out if you use the AOL instant messenger client that comes
preinstalled on the 8925 / Tilt ... and you've paid for the $60/month
data plan and pay per use text messaging, I"ll give you one guess
about how the AOL IM's are billed.

Yup, as individual SMS text messages, not as data. And apparently not
all customer service reps are aware of this..because I asked
specifically about instant messaging use, and whether I was on a plan
without surprises they day after I got the phone....only to confirm
yesterday on the website and with a more experienced rep that they do
this goofiness.

Kudos though to the customer service rep yesterday noted the account
to credit the pay per use text use when my bill generates due to the
misinformation.

--
Todd H.
http://toddh.net/

B. Peg

2007-10-26, 10:33 pm

Have you played with the GPS side of the phone yet?

I was wondering if the mapset is installed and can work without the need to
be connected to a cell line?

Oh, I'm having a very hard time finding an AT&T store that carries one to
play with. They come in and go out just as fast.

B~

Todd H.

2007-10-27, 10:33 am

"B. Peg" <bent_peg@worldnet.att.net> writes:

> Have you played with the GPS side of the phone yet?

It works in wi fi fo fum.

> I was wondering if the mapset is installed and can work without the need to
> be connected to a cell line?

Haven't played with that. There are software packages I've seen like
Tom Tom that can be installed in a microsd card with all the maps
locally. I found that on the Cingular forums.

> Oh, I'm having a very hard time finding an AT&T store that carries one to
> play with. They come in and go out just as fast.

Yeah, I was lucky to be there when I was!

--
Todd H.
http://toddh.net/

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