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52 posts

Master Geek


Topic # 84895 10-Jun-2011 10:56 Send private message

Hi
I have had 2 different cases of data randomly disparaging from the accounts.
some background. I brought 2 data sims for use in 2 ipads, one of which was to be sent to my father in dunedin.

case 1
14th may got the 2 ipads went about setting them both up. first thing i did was to connect them both 2 my wireless network. downlaoded all the apps i needed, stet them all up just so. (note all done using wifi).
one of the last things i did with them was to setup the sim cards ( because they have to be plugged into a phone first.)

2degrees you need to set up a proper system for the ipad that does not involve the use of a phone ie: have you heard of this new wiz bang system called email ! but i digress.

so i plug the sim cards into both ipads & all is well.
I then turn my farthers ipad off. (not sleep mode, not just shutting the smart cove, but the complete powered off shut down not going, really off state.) my ipad was only in sleep mode.
I then put my fathers away. in its box ready to be sent 2 dunedin.

the following afternoon, i thought i better check that the 2degrees part was working, so i took it out of its box, turned it on waited for it to start up, turned my wireless router off & tired to surf the net. all i got was a page that said i had no data left. I thought this is strange, there should of been 100megs of data on the sim. so begins the first of 4 calls to the 2degrees helpless desk, the first person i spoke to said they will take a message & get someone who could do something to call me back. 2 days later they wrang back & left a message saying that according to there infallible records all the data had been used up.
I checked, the first of the data had been used at 2.30 at night, when every one was a sleep, the next block was at 9.30 & the last block was at 11.30 when we were out.
The ipad was off when all the data was being used,
by now the ipad was in dunedin
so call 2 to the helpless desk to explain that the ipad was off, they said they would take a message & get someone to call me. I got a text on my phone to say that it was sorted & to listen to my voice mail,. there was no new voicemail on my phone, & who sets up voicemail for a data sim ?
so call 3 & 4 to the helpless desk & you guessed it, they said they would take a message & get someone to call back.
I am still waiting for the call 2 degrees !

All i want to know is how the data sim used up all its data when it was off, and what are they doing to stop this happening in the future ?

case 2 to come

Greg

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921 posts

Ultimate Geek
+1 received by user: 47

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2degrees

  Reply # 479679 10-Jun-2011 12:03 Send private message

Hi Greg

Can you PM your iPads MSISDN numbers and a contact number or email address to get back to you.

We are looking into email as a way of notifying customers of their Your 2degrees password.

Your dad's iPad could not have been shut down correctly or was in sleep mode which will still connect to data.

Please send me the dates and times that you thought it was turned off and we'll look into it.

Cheers
^POB

1767 posts

Uber Geek
+1 received by user: 45

Trusted

  Reply # 479684 10-Jun-2011 12:13 Send private message

2DegreesCare: Hi Greg

Can you PM your iPads MSISDN numbers and a contact number or email address to get back to you.

We are looking into email as a way of notifying customers of their Your 2degrees password.

Your dad's iPad could not have been shut down correctly or was in sleep mode which will still connect to data.

Please send me the dates and times that you thought it was turned off and we'll look into it.

Cheers
^POB

*cough cough - blame the user - cough cough cough*

892 posts

Ultimate Geek
+1 received by user: 22


  Reply # 479686 10-Jun-2011 12:27 Send private message

nzrock: Hi
I have had 2 different cases of data randomly disparaging from the accounts.
some background. I brought 2 data sims for use in 2 ipads, one of which was to be sent to my father in dunedin.

case 1
14th may got the 2 ipads went about setting them both up. first thing i did was to connect them both 2 my wireless network. downlaoded all the apps i needed, stet them all up just so. (note all done using wifi).
one of the last things i did with them was to setup the sim cards ( because they have to be plugged into a phone first.)

2degrees you need to set up a proper system for the ipad that does not involve the use of a phone ie: have you heard of this new wiz bang system called email ! but i digress.

so i plug the sim cards into both ipads & all is well.
I then turn my farthers ipad off. (not sleep mode, not just shutting the smart cove, but the complete powered off shut down not going, really off state.) my ipad was only in sleep mode.
I then put my fathers away. in its box ready to be sent 2 dunedin.

the following afternoon, i thought i better check that the 2degrees part was working, so i took it out of its box, turned it on waited for it to start up, turned my wireless router off & tired to surf the net. all i got was a page that said i had no data left. I thought this is strange, there should of been 100megs of data on the sim. so begins the first of 4 calls to the 2degrees helpless desk, the first person i spoke to said they will take a message & get someone who could do something to call me back. 2 days later they wrang back & left a message saying that according to there infallible records all the data had been used up.
I checked, the first of the data had been used at 2.30 at night, when every one was a sleep, the next block was at 9.30 & the last block was at 11.30 when we were out.
The ipad was off when all the data was being used,
by now the ipad was in dunedin
so call 2 to the helpless desk to explain that the ipad was off, they said they would take a message & get someone to call me. I got a text on my phone to say that it was sorted & to listen to my voice mail,. there was no new voicemail on my phone, & who sets up voicemail for a data sim ?
so call 3 & 4 to the helpless desk & you guessed it, they said they would take a message & get someone to call back.
I am still waiting for the call 2 degrees !

All i want to know is how the data sim used up all its data when it was off, and what are they doing to stop this happening in the future ?

case 2 to come

Greg


*cough cough - blame the mobile company - cough cough cough*

1007 posts

Uber Geek
+1 received by user: 8

Subscriber

  Reply # 479687 10-Jun-2011 12:27 Send private message

Slightly related, I switched my Mum (and other family) over to 2Degrees. Mum is on a PayMonthly account. In the first month she got three seperate SMS saying her data balance was below 5Mb.
Her phone is a really simple (and old) Nokia that does not even have the capability of using GPRS or the web.
I checked her account online and it showed no data usage (nowhere could I find the actual balance).
As far as I know she hasn't received any more such messages, in the following 3 months.

921 posts

Ultimate Geek
+1 received by user: 47

Trusted
2degrees

  Reply # 479695 10-Jun-2011 12:34 Send private message

Skolink: Slightly related, I switched my Mum (and other family) over to 2Degrees. Mum is on a PayMonthly account. In the first month she got three seperate SMS saying her data balance was below 5Mb.
Her phone is a really simple (and old) Nokia that does not even have the capability of using GPRS or the web.
I checked her account online and it showed no data usage (nowhere could I find the actual balance).
As far as I know she hasn't received any more such messages, in the following 3 months.


Hi, can you PM me her number so I can check that out please. Please include her phone make/model number too.

Cheers
^POB



52 posts

Master Geek


  Reply # 479767 10-Jun-2011 15:58 Send private message

2DegreesCare: Hi Greg

Can you PM your iPads MSISDN numbers and a contact number or email address to get back to you.

We are looking into email as a way of notifying customers of their Your 2degrees password.

Your dad's iPad could not have been shut down correctly or was in sleep mode which will still connect to data.

Please send me the dates and times that you thought it was turned off and we'll look into it.

Cheers
^POB


can do

but as i said in the org post the ipad was off, not asleep, not half asleep, or any other state between on & off.
secondly the wireless network was still running, & the other ipad was on but asleep & it still download email over that night, all over the wireless network.

greg

218 posts

Master Geek
+1 received by user: 5


  Reply # 479771 10-Jun-2011 16:05 Send private message

I wonder what caused the data to get so disparaged?    Wink



52 posts

Master Geek


  Reply # 479783 10-Jun-2011 16:39 Send private message


case 2 to come

Greg


case 2
this happened a couple of weeks ago with the second data sim
this time the ipad was on but asleep, this time it happened during the afternoon, when i was at work. The wireless network was going & when i got home the ipad was connected to it.

this is what happened
100 megs of national data was used up, then the $20 credit was used up, then 2degrees auto topped up the account by $20, then it used up the $20, etc etc. it did this 5 times on that Monday & once more on Tuesday before it stopped.
the following weekend i noticed that i did not have any data, or money on the account so i added another data pack, i noticed the credits on the account, but there was no data usage associated with them, so i thought nothing of it.
I only found out about what really happened, when my visa bill arrived. so I rang the helplessdesk & they took a message & would get someone to ring back. a week latter a nice lady did ring back & i explained to her what Had happened. 2 days later she rang back again & we agreed that 2degrees would credit back all but 1 of the payments.
the nice lady said that auto top was on, and that is why multiple top ups accrued.
she was not able to explain why the data was used, or why it stopped.

moral of the story do not under any circumstance let 2degrees store your credit card details.

2degrees, having auto top up, for your data packs, on by default, is a bit of a rip off, especaily as you have no way of contacting the data sim to tell the user, that all the data has been used up & more data has been brought for you.

IMHO 2degrees need to make an app that the can send push notifications to, auto top up for data packs should not be on by default, then this sort of thing would not happen to others

in the end i am out of pocket by $40 for data i never used. i now have the cellar service turned off at all times until i need it .

Greg

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Uber Geek
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Vodafone NZ

  Reply # 479786 10-Jun-2011 16:49 Send private message

Not sure why you are getting upset with 2Degrees over this!

You must have enabled Auto Topup and your iPad was clearly using mobile data

If the data usage does not happen when mobile data is disbaled then sounds like you need to bring the issue up with Apple




2851 posts

Uber Geek
+1 received by user: 539

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Subscriber

  Reply # 479792 10-Jun-2011 17:13 Send private message

Skolink: Slightly related, I switched my Mum (and other family) over to 2Degrees. Mum is on a PayMonthly account. In the first month she got three seperate SMS saying her data balance was below 5Mb.
Her phone is a really simple (and old) Nokia that does not even have the capability of using GPRS or the web.
I checked her account online and it showed no data usage (nowhere could I find the actual balance).
As far as I know she hasn't received any more such messages, in the following 3 months.


Fun fact: when you sign up to pay monthly, your initial allowances are pro-rated from sign-up day to bill day. Bill days are about a week apart. If you sign up on the $29 plan, say, a day before bill day, the pro-rated amount will be very small, quite easily below the 5MB warning.

That's why she got them the first month.

After that if she's not using it she'll never see it again.




iPad Air + iPhone 5S + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

921 posts

Ultimate Geek
+1 received by user: 47

Trusted
2degrees

  Reply # 479804 10-Jun-2011 17:39 Send private message

Hi Greg

Thanks for the feedback. Auto Top-Up was on when the multiple top-ups were made. ATU makes it easier for the data user to carry on their sessions without the worry of the pack running out and using the more expensive casual data.

I can appreciate this is little comfort if the ATU's are repeating while you think your iPad is using Wi-fi or switched off but as JohnR suggests this may be an issue with the iPad that you'd need to take up with Apple.

While we look into this further on our side I'd advise to keep a close eye on your data usage in Your 2degrees - https://secure.2degreesmobile.co.nz/web/ip/login - to see if you're getting a charged for data sessions at the times you know it's turned off or connected to Wi-Fi. That would point to a problem with the iPad itself.

^POB


n4

706 posts

Ultimate Geek
+1 received by user: 2


  Reply # 479808 10-Jun-2011 17:52 Send private message





Sony Xperia Z2, on 2degrees

65 posts

Master Geek


  Reply # 479844 10-Jun-2011 18:54 Send private message

May be a bit off topic. I tend to find a lot of smartphones having hard times switching between wifi and mobile broadband? Devices may show that it's connected to wifi network however the browser or apps are still using mobile broadband? The only way around this I thought would be turning off data when you're within wifi range. Can't comment on ipad or other tablets as I don't own one.



52 posts

Master Geek


  Reply # 479863 10-Jun-2011 20:04 Send private message

n4: Most likely your iPad is not staying connected to Wifi while sleeping:

http://www.techtosh.com/ipad/fix-apple-ipad-wifi-issue/

http://forums.techarena.in/portable-devices/1366260.htm

http://www.ipadforums.net/ipad-help/32496-wifi-still-running-sleep-mode.html



my ipad2 does seam to stay connected as you can here it go beep when it downloads email



52 posts

Master Geek


  Reply # 479873 10-Jun-2011 20:17 Send private message

johnr: Not sure why you are getting upset with 2Degrees over this!

You must have enabled Auto Topup and your iPad was clearly using mobile data

If the data usage does not happen when mobile data is disbaled then sounds like you need to bring the issue up with Apple


hi

2 things
As far as i new i did not enable auto top up, but i did tick the box for my credit card details to be saved.

if i was not clear, when it happened the cellular service was enabled.

Greg

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