3 weeks ago, I had a Moto Z, and everything was perfect. It got knocked off a desk, and shattered the screen. I got a replacement through insurance, and Now my mobile hot spot doesnt work. I went through all the troubleshooting tasks, 3 more seperate motoz phones, and finally a Samsung Galaxy s9. None of them have had a working hotspot. The moto z phones only said error, if I'd like to subscribe to mobile hotspot then call, and the Galaxy 9 says Authentication Error. Noone can give me a straight anwser on why I'm paying for a service I can't use.
rhodes1369, first and foremost, I'm sorry to hear that your Moto Z was knocked off a desk, resulting in its screen being shattered. We're very glad to hear that you were successful in replacing that device via an insurance claim. Having a working device is very important as is being able to access the Mobile Hotspot option from your device. After reviewing the feedback you've provided here, I'm sorry to hear that you're experiencing issues accessing this feature option and we'd like to help in any way we can. We've noted your reference to having completed troubleshooting steps on multiple devices to access the Mobile Hotspot feature but not being successful in doing so. (e.g. error and authentication messages received, etc). Let's dig deeper into this matter. Have there been any recent changes with your current device? (e.g. software update, new apps downloaded, etc.) May I ask what plan you're currently subscribing to? Here's why we're asking. We want to make sure that the plan you're currently subscribing to includes access to the Mobile Hotspot feature. We also noted your reference to paying for a service that you can't use and we certainly don't want this for you. - RobertC_VZW
We have the family unlimited plan, and, and subscribe to the Hotspot feature. All other phones on the plan have a working hotspot. No, it started after my broken phone was replaced, and nothing has worked in terms of troubleshooting so far. The error message is: Unable to connect: Authentication Error.