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  Reply # 708134 28-Oct-2012 21:52 Send private message

NonprayingMantis: This is a pretty massive thing and the fact that this has, as far as I know, never ever come up before on this forum, (except when sbiddle's blog says the opposite is true) suggests that the most likely thing here is simply a misunderstanding and that the charges are for something else. Probably the rep on the phone doesn't understand either and is just guessing, or thought you meant you had put a phone divert to voicemail (so your phone rings, then sends to voicemail, which would likely incur a charge) rather than just switching your phone off, or maybe he thought you were dialling your voicemail to retrieve your messages, which would also incur a charge.

What I am saying is, surely somebody would have noticed this by now if it were standard practice since it would be so easy to rack up $1000s of dollars of fees without doing anything if somebody keeps trying your phone.

we see plenty of newspaper articles about excessive roaming data charges, but I've never seen one where the person incurred loads of charges from simply leaving the phone off


Yes I agree that a search on Google seemed to not raise any such topics.

Except that was what the customer service advisor (general), international roaming senior customer service professional, and then international roaming customer experience manager said. My www.telecom.co.nz/ytmobile also showed NZ numbers during the period when I was away. Again, I reiterate - phone is off, and I have phone in my posession all the time (and no, I do not have any kids :) ).

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  Reply # 708270 29-Oct-2012 11:18 Send private message

I've had this same issue. I'm permanently in AU, and tried diverting my calls to Voicemail from the online portal (after phone had been connected to AU network) and was charged.

I queried it and was told it was because the network knows my phone is roaming, and the divert obviously happens AFTER the bounce back from the AU network.

Eg. Incoming Call > Telecom Network > Overseas Network > CFA to Voicemail > Call returned to Telecom Network

I now have my Voicemail turned off




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  Reply # 708287 29-Oct-2012 11:28 Send private message

This sounds really bad and it seems it's changed at some stage. It doesn't seem fair to charge for a phone call that never actually reached the customer.




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  Reply # 708296 29-Oct-2012 11:45 Send private message

If someone from Telecom wants to investigate this - I'm happy to help out with some testing (being I am in AU now with an active XT SIM).

As long as they reinburse any credit I use in helping them test.




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  Reply # 708304 29-Oct-2012 11:57 Send private message

ajobbins: If someone from Telecom wants to investigate this - I'm happy to help out with some testing (being I am in AU now with an active XT SIM).

As long as they reinburse any credit I use in helping them test.


We may take you up on that offer Jobbins..... Just waiting for the OP to email me the exact details on this.  But if I don't hear anything then I might just chase up via you.
Plus I have another contact in AU who can do testing if needed.




I work for Telecom, but as always my views are my own.



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  Reply # 708572 29-Oct-2012 17:38 Send private message

plambrechtsen:

We may take you up on that offer Jobbins..... Just waiting for the OP to email me the exact details on this.  But if I don't hear anything then I might just chase up via you.
Plus I have another contact in AU who can do testing if needed.



PLambrechtsen: I messaged you my XT mobile number yesterday (Geekzone message). Please check your inbox, it is definitely showing up in my Outbox (Edit: In fact, it is showing as 'Read'). I am re-sending it again to you just to be sure.

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  Reply # 708574 29-Oct-2012 17:42 Send private message

plambrechtsen:
ajobbins: If someone from Telecom wants to investigate this - I'm happy to help out with some testing (being I am in AU now with an active XT SIM).

As long as they reinburse any credit I use in helping them test.


We may take you up on that offer Jobbins..... Just waiting for the OP to email me the exact details on this.  But if I don't hear anything then I might just chase up via you.
Plus I have another contact in AU who can do testing if needed.


AU would not be the best country to test with as it does not use the second IMSI on the SIM




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  Reply # 708575 29-Oct-2012 17:43 Send private message

taless:
plambrechtsen:

We may take you up on that offer Jobbins..... Just waiting for the OP to email me the exact details on this.  But if I don't hear anything then I might just chase up via you.
Plus I have another contact in AU who can do testing if needed.



PLambrechtsen: I messaged you my XT mobile number yesterday (Geekzone message). Please check your inbox, it is definitely showing up in my Outbox (Edit: In fact, it is showing as 'Read'). I am re-sending it again to you just to be sure.


They need to replicate using the country you were in at the time of this charging




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  Reply # 708597 29-Oct-2012 18:03 Send private message

AU would not be the best country to test with as it does not use the second IMSI on the SIM


I've had the issue myself in AU - so I think testing in AU could be useful.




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  Reply # 708618 29-Oct-2012 19:02 Send private message

ajobbins:
AU would not be the best country to test with as it does not use the second IMSI on the SIM


I've had the issue myself in AU - so I think testing in AU could be useful.


If the issue happens in AU then 100% valid






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  Reply # 708742 29-Oct-2012 21:33 Send private message

Their International Roaming Customer Experience Manager e-mailed me this morning:

"We have conducted additional tests and can confirm no charges are incurred when a device is switched off overseas, for roaming voicemail deposits.

I can also confirm this matches your charges, and that you were not charged when your device was not connected to the network. Any voicemail charges were incurred whilst your device was connected to the overseas network.

I trust this clarifies the charges for you. I refer you to my earlier e-mail ? to avoid overseas roaming charges please do not switch your device on once you leave New Zealand ."


I have asked him to clarify his 2 statements which contradict each other: surely, if a device is not charged for roaming voicemail deposits with the device switched off, why am I asked to not switch on my device once I leave NZ?

I have also made it clear in no uncertain terms that if he were to continue to claim that my phone was on when abroad (therefore late call forwarding/optimal routing/whatever-strategy-they-adopt did occur), he is suggesting that I am either dishonest, or incompetent. I will take neither lightly. I have asked him to provide a response for the 2 issues above.

Lets see what he replies.

(Sorry for being quite 'fired up' by the issue - trust me, the atttitude of their customer service staff who made me sound like I am the stupidest person in the world for being unable to grasp their initial illogical concept, now made a 180-degree U turn and still wants to insist that they are right.) :)

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  Reply # 708779 29-Oct-2012 22:23 Send private message

Something is definitely not right:

1) Turned off phone
2) Called XT phone from my AU mobile. Get voicemail. Prepaid balance goes down $1

Wait 5 minutes

3) Called XT phone from my AU mobile. After about 15 seconds of silence call disconnects
4) Called XT phone from my Auckland SIP trunk. Get voicemail. Prepaid balance DOES NOT go down.

Wait a few more minutes

5) Try calling XT from from my AU mobile several more times. All I get is silence then disconnect




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  Reply # 709058 30-Oct-2012 11:42 Send private message

ajobbins: Something is definitely not right:

1) Turned off phone
2) Called XT phone from my AU mobile. Get voicemail. Prepaid balance goes down $1

Wait 5 minutes

3) Called XT phone from my AU mobile. After about 15 seconds of silence call disconnects
4) Called XT phone from my Auckland SIP trunk. Get voicemail. Prepaid balance DOES NOT go down.

Wait a few more minutes

5) Try calling XT from from my AU mobile several more times. All I get is silence then disconnect


Hmm I've had my XT phone turned on almost continually since I moved to Sydney in June, have received several calls that have diverted on no-answer to Voicemail and callers have left messages, haven't been charged anything.

Phone is on-account though, maybe the charges are only for prepay?



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  Reply # 709069 30-Oct-2012 12:00 Send private message

I actually can't see anything on the Telecom website about how voicemail is supposed to be charged for whilst roaming (on prepaid or post paid)




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  Reply # 709173 30-Oct-2012 14:07 Send private message

Seems I did get charged for the 2nd voicemail hit (From my Auckland SIP trunk) but the charge has been delayed. Logged in today and prepaid balance is down another dollar.




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