"The Mobile Hotspot is not a feature of the device, it's a feature we provide that your device allows you to use. "
This is not only inaccurate, it's absolute garbage. Mobile Hotspot is a feature of the device; it's software. The phone shares its own data connection. As far as the network is concerned, it's data coming from a phone. I've had it on my phones long before greedy carriers like Verizon decided to handicap it so they can charge people. Verizon wouldn't be able to distinguish between data from the phone and data from the hotspot feature if the code of the phone hadn't been altered to do so.
Today I realized that my hotspot had been disabled at some point over the last year, right when I needed it as my power was out. The rep told me my plan didn't support it, which is garbage since I haven't changed my plan in 12 years and I HAVE used the hotspot numerous times, including on my current phone which I've had for the last 4 years. My network name and password was even already set up on my laptop for it. I ended up forced to switch plans so that I could get logged into work. I'm infuriated that a feature that I have used was taken away without my knowledge and without me changing plans. Then, despite me already having unlimited data, you were trying to force me to pay an additional $30 a month to enable a software setting to turn on the hotspot. Greedy as heck and I am now looking to switch to Mint mobile instead of this.
mloffer26, we would be happy to help with your Mobile Hotspot. So we can look into this, please send us a Private Note. JosL_VZW
mloeffler26, the last thing we want is for you to leave the family, after your years of loyalty. We're sorry to hear that you didn't have the hotspot feature during your time of need. To clarify, it's true, not all plans include the feature. We always want to set the proper expectation while keeping you in the loop. #5 on the following link further clarifies which plans do include the feature: https://www.verizon.com/support/mobile-hotspot-faqs/
Were your concerns addressed when you reached out? If not, which plan are you on?