I have a 2016 Chevy Suburban LT with OnStar Unlimited Data Add-On. I see rampant complaints online regarding the OnStar Hotspot Services and have an equally treacherous user experience with OnStar Hotspot Unlimited Data Service compared to my AT&T Google Pixel 9 Pro XL on the road when verifying that on speed tests sitting idle at any given location I suffer non-connectivity or slow and or limited connectivity to internet data.
I can assure any who read this the issue is exclusively MVNO related as many tests I have done conclude zero issues with a device connecting to the hotspot itself. The Internet gateway aka router built in works and has worked flawlessly. It's the lack of data being sent and or served from the carrier to the device. The vehicles are the device and the hotspot is under data cap restrictions causing all of the grief and heartburn millions of customers are suffering from.
As a loyal OnStar customer, I am urgently calling for immediate executive intervention to address widespread issues with the Wi-Fi hotspot feature on my 2016 Chevy Suburban. I am part of a vast community of OnStar users who have been grappling with poor connectivity and speed constraints that, despite loyal usage, remain unresolved. This issue is not just about intermittent connectivity but a systemic problem rooted in the technical design of the service. Without prompt action from OnStar and GM leadership, millions of users will continue to face crippling limitations, potentially leading to serious legal implications due to unmet service expectations and lack of transparency in the advertised "unlimited" data plans.
Upon activating my OnStar hotspot, I noticed critical limitations that severely hinder real-world use. Despite my extensive experience in tech support, which spans over 36 years, I struggled to understand why I was seeing drastically reduced speeds—1 Mbps download and 0.5 Mbps upload—compared to the typical high speeds I experience with AT&T cellular data on my phone. This indicates a possible built-in throttle within the hotspot, impacting every OnStar customer using these services.
Despite troubleshooting and calls to OnStar support, I learned that my usage appeared capped without sufficient transparency on these limits. This issue appears to stem from the way OnStar is handling its Mobile Virtual Network Operator (MVNO) relationship with AT&T, wherein hotspot speeds are restrained far below what is advertised or expected. Customers have a right to know that the “unlimited” plan they pay for comes with significant caps, effectively nullifying its practicality for any substantial usage. This discrepancy in service needs to be addressed immediately, both for the integrity of GM and OnStar as trustworthy brands and to avoid the risk of legal consequences due to misrepresentation of service capabilities.
To address the root cause of this issue, I implore OnStar and GM executives to renegotiate their data plan structure with AT&T. It is clear that users are facing artificial caps and throttling due to restrictions imposed at the MVNO level—restrictions which should be made transparent and, ideally, removed for customers who are willing to pay for true high-speed, unlimited data.
The request is simple: allow customers to pay for a genuinely unlimited hotspot option. Just as other wireless carriers have modified their offerings, OnStar must offer a tiered data structure that allows for true, unrestricted hotspot use—one that aligns with the advertised benefits and meets the high standards that GM customers expect from their vehicles.
If this issue remains unresolved, OnStar risks facing class-action litigation from a growing community of frustrated users, compounded by potential regulatory scrutiny for misrepresentation. Customers deserve clear, honest communication about data limits and options for real-world performance that meets expectations. Transparency will not only protect OnStar from legal consequences but also restore trust in the service.
This is a critical moment for OnStar and GM to demonstrate a commitment to customer satisfaction and innovation by delivering the connectivity that modern drivers expect. The opportunity is now for OnStar to lead the industry by providing a viable, consistent, and genuinely unlimited data solution for its customers. I urge you to act swiftly in addressing this issue at the executive level to avoid further dissatisfaction, negative publicity, and potential legal fallout.
Thank you for your attention to this matter and for taking the necessary steps to ensure a solution that will benefit millions of loyal OnStar users.
