Z-10 Hotspot Issue with AT&T

Question

Starting about a week ago, my Z-10 stopped allowing me to create a hotspot as it would show the error message, "To use this feature, contact your wireless service provider to subscribe to a Mobile Hotspot data plan."
My plan does allow for mobile hotspots and the Iphone and Android phones that my other family members have can still form a hotspot.  It just will not allow the Z-10 to do so.
In the NUMEROUS conversations with AT&T representatives by internet chat, telephone, and face to face at store over the last week, they have not been able to present any resolution.  AT&T did do a ticket on the matter to try and resolve the issue and it came back with the suggestions of factory reset and equipment replacement.  The factory reset did not correct the issue, so they stated that it had to be a problem with the phone, but when I got a AT&T customer rep at local store to try and create a hotspot with a brand new Z-10 out of the box, it came up with the exact same error message.
Now I am being told to contact Blackberry as according to AT&T, this has to be a Blackberry issue.
Anyone out there have any suggestions?
Actions taken so far in interactions with AT&T....
Many restarts.
New SIM card.
Verified SIM card worked in another type of phone.
Factory reset of phone.
Verified latest operating software (10.2.1.2179).
SIM card tried with brand new Z-10 out of the box.
In researching the matter online, seems that there are quite a few Blackberry 10 series owners having this issue in seemily certain areas of the country with AT&T service.  Anyone have any possible resolutions other that AT&T's final recommendation of going with a different brand of phone?
Edit....Forgot to mention that internet, emails, phone calls, and texts all working as normal.  Just will not allow the hotspot to be formed.

Answer 1

Hi and Welcome to the Community!
Mystic_Wanderer wrote:
Now I am being told to contact Blackberry as according to AT&T, this has to be a Blackberry issue.
ATT support knows better than this...or they should...or whoever you spoke to is not properly trained. BB has never been reachable directly by end users for support issues. Escalation, via the formal channels to which only the carriers have access, has ALWAYS been the methodology for formal support from BB. Refer:
http://supportforums.blackberry.com/t5/Social-Lounge/How-This-Site-and-Formal-Support-Work/td-p/2540...
Whoever you spoke to is, well, not properly trained. UNLESS -- if you did not purchase your device from ATT, then if they have deemed it a device issue, then they may be correct in denying support. But, you still cannot contact BB directly for free...instead you must go to wherever you purchased the device from as they are responsible for your device-level formal support (and, if needed, escalation up to BB).
Cheers, and Good Luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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