Billing Meltdown?

Forums › 2degrees › Billing Meltdown?

dan

460 posts

Ultimate Geek

Topic # 109477 20-Sep-2012 13:36
Hi I switched one of my customers wifes to 2degrees Monthly 39$ plan last month + shared the data to another prepay sim for her iPad , all done this time last month she had her first partial bill - that was fine and is on her next current full billing cycle. this bill shows she is only the pay monthly 39$ All appeared to be fine, however she got a text that she is at is at her Spent Limit (which i set to 350 a month ago$) Very strange i thought, since she hasent been overseas etc. I log into her account and it does say spent since last bill: 350$ I then download the transactions and cannot find how this 350$ as occurred. I got her to call the helpdesk, helpdesk was of no use saying that cannot see the 350$ on their system and not to worry about it, yet it clearly shows on her web login under , and she keeps getting various txts about purchasing data blocks etc I dont know what is going on, but they are ready to switch back to Vodafone, this is annoying for myself as ive been trying to move my customers to 2degrees i tried calling the helpdesk and really not of any help as to what is happening here Can anyone from 2degrees have a look before i port her back to Vodafone and pretty much end any chance of moving more of their staff across?

1 | 2

226 posts

Master Geek

Reply # 688805 20-Sep-2012 13:40
Do you have data sharing with another 2 degrees sim that has killed your data cap? That won't show up in the transactions but it'll show up in the 'data sharer' tab. That could be it.

NonprayingMantis

3730 posts

Uber Geek

Reply # 688817 20-Sep-2012 13:53
If you have shared the data to the iPad, and then accidentally forgotten to use WiFi or something, then the iPad could easily be eating thorugh large amounts of data. It would only take 3.5GB @ 10c/MB overage to get through $350, which is only a couple of movies on an iPad. But if the helpdesk can't even see it then maybe it's just a ghost in the machine/ glitch in the matrix

dan

460 posts

Ultimate Geek

Reply # 688818 20-Sep-2012 13:54
is it shared with her iPad, however that would mean its burned throught he 100MB of data it came with on the sim, 1GB of her plan data + 350$ in cash. And there is no way to check this either, the shared data on 2degrees for the additonal clients always says 0MB usage, and the helpdesk doesnt know. However the helpdesk said it seemed wrong and they wouldnt need to pay the 350$ its not clear what the issue is or how to solve it.

NonprayingMantis

3730 posts

Uber Geek

Reply # 688829 20-Sep-2012 14:01
dan: is it shared with her iPad, however that would mean its burned throught he 100MB of data it came with on the sim, 1GB of her plan data + 350$ in cash. And there is no way to check this either, the shared data on 2degrees for the additonal clients always says 0MB usage, and the helpdesk doesnt know. However the helpdesk said it seemed wrong and they wouldnt need to pay the 350$ its not clear what the issue is or how to solve it. for an ipad that is enitrely plausible if your wifi connection is messed up (or you just go nuts outside of the home) couple of HD movies could easily use that much up. (but obviously that doesn't explain why the website shows zero usage)

ibuksh

383 posts

Ultimate Geek

Reply # 688847 20-Sep-2012 14:20
NonprayingMantis: dan: is it shared with her iPad, however that would mean its burned throught he 100MB of data it came with on the sim, 1GB of her plan data + 350$ in cash. And there is no way to check this either, the shared data on 2degrees for the additonal clients always says 0MB usage, and the helpdesk doesnt know. However the helpdesk said it seemed wrong and they wouldnt need to pay the 350$ its not clear what the issue is or how to solve it. for an ipad that is enitrely plausible if your wifi connection is messed up (or you just go nuts outside of the home) couple of HD movies could easily use that much up. (but obviously that doesn't explain why the website shows zero usage) If on their website, you cannot see the data usage amounting to 3.5GB outside the normal data limit, then dont panic, plus the next time you guys call their helpdesk, get the name of the person who is giving you the assurance that they user doesnt owe $350 to 2Degrees. Just make a note of the date and time of the call along with the name of the helpdesk person and you can be rest assured, its not gonna bite you back. Having said that, it is still questionable as to why this happened and if it can happen again. So I would suggest walk into a 2Degrees shop and talk to them face to face (for peace of mind)

SaltyNZ

2124 posts

Uber Geek

Trusted

Subscriber

Reply # 688850 20-Sep-2012 14:23
I've pinged POB to get someone to look at it. Might save you some time if you PM him the numbers concerned. I can't look any more - new rules about design access to production systems. iPad + iPhone 4S + 2degrees 3G data 4tw! These comments are my own and do not represent the opinions of 2degrees.

2DegreesCare

668 posts

Ultimate Geek

Trusted

2degrees

Reply # 688851 20-Sep-2012 14:25
Hi Dan Please can you PM her number and her DOB, address and email address logged on the acct for authentication and I'll look into this. Thanks ^POB

dan

460 posts

Ultimate Geek

Reply # 688856 20-Sep-2012 14:30
If on their website, you cannot see the data usage amounting to 3.5GB outside the normal data limit, then dont panic, This appears not to be the case if you share your data unfortunantly. Since the website and helpdeek seem to have no access to the data used by a shared data device until the bill is processed - according to the helpdesk. I actually logged this fault a while ago with 2 degrees that the shared data was just showing as 0. (this was on my personal 2degrees account) however it appears to be the same for everyone. They did get back to me a few weeks later and said they were going to get this sorted in the future. thanks Salty i will pm the customers number.

dan

460 posts

Ultimate Geek

Reply # 688876 20-Sep-2012 14:54
Actually i have a question about this shared data the posts above indicate that if you share your phone plan data with a device (as above), and YOUR DEVICE uses all the data on the plan + more, the EXCESS usage is then billed to the phone account and not the devices account Should the EXCESS usage not have been billed to devices's mobile bill and not the phones mobile bill?

SaltyNZ

2124 posts

Uber Geek

Trusted

Subscriber

Reply # 688877 20-Sep-2012 14:57
dan: Actually i have a question about this shared data the posts above indicate that if you share your phone plan data with a device (as above), and YOUR DEVICE uses all the data on the plan + more, the EXCESS usage is then billed to the phone account and not the devices account Should the EXCESS usage not have been billed to devices's mobile bill and not the phones mobile bill? No... that's the point of data sharing - all usage goes to the phone's bill so you don't have to worry about paying for the device separately any more. iPad + iPhone 4S + 2degrees 3G data 4tw! These comments are my own and do not represent the opinions of 2degrees.

dan

460 posts

Ultimate Geek

Reply # 688887 20-Sep-2012 15:13
the mystery is solved, i found their 2degrees data sim account used on the ipad and managed to logon, despite what the helpdesk said you can find this info they have paid 343$ for 823MB of local data used by their iPad via Shared Data over the top of the 1.1GB that comes wiith the plan Would have been nice if the 2degrees call centre could have told is this when she called and i called again later int he day, frankly this is not a mystery they had turned off Wifi on he ipad a few weeks ago to test if the 2degrees sim was working and forgot to turn it back on. anyway thats a pretty damn nice margin of you have for 823MB of NZ data 2degrees, luckily i turned on the spent control when i setup the account otherwise in a few more days they would have hit the 1000$ credit limit.

BTR

142 posts

Master Geek

Reply # 689192 21-Sep-2012 08:09
dan: the mystery is solved, i found their 2degrees data sim account used on the ipad and managed to logon, despite what the helpdesk said you can find this info they have paid 343$ for 823MB of local data used by their iPad via Shared Data over the top of the 1.1GB that comes wiith the plan Would have been nice if the 2degrees call centre could have told is this when she called and i called again later int he day, frankly this is not a mystery they had turned off Wifi on he ipad a few weeks ago to test if the 2degrees sim was working and forgot to turn it back on. anyway thats a pretty damn nice margin of you have for 823MB of NZ data 2degrees, luckily i turned on the spent control when i setup the account otherwise in a few more days they would have hit the 1000$ credit limit. Glad you got it sorted, it might pay to reduce their spent limit as $350 for a single user is a rather large limit unless they are running a home business. I am on the $39 plan and have my spend control rounded to $50.

freitasm

BDFL
44234 posts

Uber Geek

Administrator

Trusted

Geekzone

Subscriber

Reply # 689196 21-Sep-2012 08:17
dan: ... they had turned off Wifi on he ipad a few weeks ago to test if the 2degrees sim was working and forgot to turn it back on. "Never attribute to malice that which is adequately explained by stupidity." Your avatar is pretty adequate at the moment. I'm sorry to hear this has been an expense for your customers, but surely they should pay and learn the lesson? Mauricio Freitas (Geekzone Admin, Devil's Advocate, my blog, technology disclosure, my tweets, Web Performance Optimization) Geekzone Price comparison \| Amazon Kindle order page \| How to get the best out of Geekzone \| New Zealand IT Jobs \| Geekzone News \| Jinglebugs

keewee01

IT Professional
1218 posts

Uber Geek

Subscriber

Reply # 689207 21-Sep-2012 08:35
freitasm: dan: ... they had turned off Wifi on he ipad a few weeks ago to test if the 2degrees sim was working and forgot to turn it back on. "Never attribute to malice that which is adequately explained by stupidity." Your avatar is pretty adequate at the moment. I'm sorry to hear this has been an expense for your customers, but surely they should pay and learn the lesson? This! It is nice that you still managed to berate 2degrees through all this, but I hope you also berated your client (although softly, because they are a client)!

NonprayingMantis

3730 posts

Uber Geek

Reply # 689220 21-Sep-2012 08:50
NonprayingMantis: If you have shared the data to the iPad, and then accidentally forgotten to use WiFi or something, then the iPad could easily be eating thorugh large amounts of data. It's like I'm psychic or something.....

1 | 2