We've got the service you want!
We've got the service you want!
Dear Los Mobile Customers,
My name is Carlos, I am the Co-Founder of Los Mobile USA. My mission when creating the company was to provide affordable cellular options to areas that have been underserved. Thanks to the incredible people at AT&T, T-Mobile, and Verizon I was able to offer fantastic cellular plans on their respective networks. The demand for these offerings was truly incredible to see. I never would have thought we would see such growth in such a short amount of time. Unfortunately, my execution up till this point has fallen short of meeting my long-term goals. This is why I have brought on some incredible talent to help make this dream of mine a reality. I want to personally thank everyone who has been so understanding and supporting us. I also want to apologize for my shortcomings. The following PSA is the first step in being transparent about the current situation and outlines the changes we are making so that issues like this don’t repeat themselves. I will also be holding a live Q&A on Monday, December 13 at 6PM EST with my new hire Dennis to help address any concerns.
PSA: Removal of hotspot plans, addressing customer service, and more.
The last few months have been an incredibly educational experience for us at Los Mobile. We began offering cellular service over the AT&T network, T-Mobile network, offering unlimited hotspot, and many other things. Unfortunately, effective Dec 12, 2021 we will no longer be offering hotspot plans. Back in Oct of this year, we had an incident where a customer needed to port out their number. Due to a lack of mechanisms in place we were unable to handle the port out request within a timely manner. This matter was followed up by an investigation by AT&T on all lines and accounts to ensure they were in compliance. During this investigation, AT&T discovered 3 main issues.
Due to the aforementioned issues, AT&T has revoked our ability to sell hotspot plans on their network. We are thankfully able to continue offering the truly unlimited phone plan and tablet plan. In order to ensure a better experience and to mitigate something like this from happening again, we implementing some changes so that we can bring ourselves into compliance with AT&T as well as other potential vendors in the future.
If Los Mobile is unable to verify you we may request additional information such as a copy of your state driver’s license or other forms of identification. You can learn more about this by visiting our ToS page.
Addressing customer service
We at Los Mobile take full responsibility for what has happened at this point, we have heard many of your concerns which is why we are taking steps to ensure customers stay more informed about all issues. To start we have now added a frequently asked questions page on our website as well as a detailed ToS page. We have also updated the description for all of our plans to make it easier for everyone to understand what is included. We understand that this is just a small step but these changes should address many of the issues that everyone has had. Please stay tuned as future updates will be made available with what we are working on next. We plan to have a dedicated page moving forward to bring these communications to you.
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