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Topic # 175417 29-Jun-2015 01:03 Send private message

Our Spark home phone and VDSL stopped working on the 5th of June at around 10am. I called Spark at lunchtime and the issue was fixed the next day.

While the VDSL was down I decided to connect my laptop and iPad to the internet using the Personal Hotspot feature of my Spark mobile phone. Unfortunately it seems a background process on one of these devices was downloading a lot of data. I managed to use up my entire mobile data allowance for the month, and accumulate $100 of overage charges, within 24 hours. Once I realized that my allowance was gone I bought an additional data pack (6th June at 9:35am).

Half an hour later, at 10:06am, I received three text messages at once - "You recently exceeded 50%/80%/100% of your included data". None of these messages came early enough to allow me to avoid going over my data allowance.

Therefore:

1. I was relying on the data usage warnings to avoid overage charges. I suggest you do not do the same.

2. I have now received a bill which includes $100 of overage charges. Do you think Spark would be willing to remove these charges, given that their system failed to warn me of the situation until it was too late?

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Doesn't know what he doin
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  Reply # 1333139 29-Jun-2015 01:20 Send private message

Good luck getting them to remove the charges. When I signed contract for the iPhone 5 I got only 300SMS per month, which obviously got used fairly quickly. You only get warnings for data and voice I was told. They gave me 6 months of 1GB data to make up for the overage charges. 

Fast forward to a few months ago, did the same thing with voice,but then was told "nope only get notifications for data", was stuck with $50 in overage for voice charges. Told them to shove off and move to prepaid, paid off my iPhone 6 which had deferred payments, now I get the same allowances I had on post paid, but I get Spotify Premium and unlimited Spark minutes, all while saving $40 a month. 

The people I've spoken to on the last occasion told me there is no way to track your usage in real time, the closest is up to 4 hours delayed and thats the mobile app. 

If you haven't gone over your limits before, you might have a chance of getting something out of it (probably will have to speak to retentions idk), wouldn't hold my breath. Good luck though!




Bachelor of Computing Systems (2015)

 

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Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland 


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  Reply # 1333140 29-Jun-2015 06:32 Send private message

shoudlnt rely on spark to send you warnings

set your device up to disconnect the data when it reaches a specific limit or at least audibly warn you

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  Reply # 1333147 29-Jun-2015 07:44 One person supports this post Send private message

bakery2k: 1. I was relying on the data usage warnings to avoid overage charges. I suggest you do not do the same.

2. I have now received a bill which includes $100 of overage charges. Do you think Spark would be willing to remove these charges, given that their system failed to warn me of the situation until it was too late?


There are plenty of warnings that the metering doesn't happen in real time. The email warnings are only useful if you download small amounts infrequently. I found that out when a tv tried a firmware update > 500MB using the phone. The download occurred faster than the warnings. The answer is to Smart Cap your account so there isn't any overage.

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  Reply # 1333178 29-Jun-2015 09:41 Send private message

Yeah, I had the same experience over Easter,

50%, then an hour later 80% and 100% at the same time.

I didn't realise you can set an overage cap to 0MB - which I did immediately - you can set it through the online portal thing.



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