We have been customers of AT&T Wireless since 2004. Three of the five lines are unlimited data. We kept paying the fee for unlimited data thinking that our data use would go up over the years and that we would have unlimited data.
A while back we noticed that our home internet service was really slow, and pretty much unuseable. After a few days we figured out that one of our Galaxy phones was downloading the 760 MB kitkit update over and over. It would get get stuck after a few hundred MBs and then it would start all over again.
Called AT&T to ask if they would allow us to download the update over LTE data, explaining that our home internet is not fast enough for these big updates. It was explained by AT&T that this was technically impossible but that we could go to a device support center and have the update done there. Nearest center 30 min away. At least there was some relief, so we made the trip.
When the second Galaxy started the endless download cycle, we called AT&T again asked to speak with a supervisor. I explained that our home internet could not handle such large downloads and again I asked for consideration to let us download the update over LTE data.
The guy was laughing at me, could not understand that our home internet was so slow.
So back to the device support center.
Did I tell you we had been a customer for more than 10 years? This one month I downloaded a 3 GB file (this first one ever), and I get an immediate SMS saying I went over my 5GB limit and that for the rest of the month I would be throttled.
Kind of po-ed about that and the attitude from the customer service agent, I decide to change to the Mobile Value Plan, cuts my bill in half.
Guess what happens? Last Galaxy phone downloads the Kit Kat update right over LTE data!
Call customer service again and got an agent who insisted I was drawing the wrong conclusions.
Customer for 10 years, then they tell you you are lying.