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Master Geek
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Topic # 129349 12-Sep-2013 10:29
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Hiya fellas,

Last month I bought a new Android phone from a Telecom Store after using iOS since 2007.

I set the phone up, and must have accidentally set it to upload all of my photos and videos to dropbox over WIFI, because it uploaded approximately 11GB.

This wouldn't be a problem for most people, but where I live I can only get 3G broadband at home, which is very expensive. And my limit is 6GB. I pay $90 a month for the 6GB, and can buy add-on packs if I need any more.

Obviously, as soon as I noticed I had used too much data, I bought a 3GB addon for $50. But it was too late.

So I have received a bill for $1229, with the over-limit, casual rate portion of that being $870.

Had I known the phone was uploading so much data by itself, I obviously would have gone and bought two extra 3GB data packs for $100.

So basically, I am going to ring them and see if they will be nice enough to wipe the $870 casual data and charge me $100 as if I bought the extra data packs.

So my total bill for my mobile + home internet will be $459 for the month instead of $1229. Still making plenty of money off me I would have thought, without driving me to complete bankruptcy. 

Just wondering if you guys have any advice. Any specific department to ring, anything to say. If they look into my history they will see I have been with them for years paying hundreds per month for my paltry few GB's, and I never miss payments. Would have thought I'm a good customer.

At the end of the day, I cant afford to pay $1229.

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  Reply # 894660 12-Sep-2013 10:36
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I would ring up the mobile billing team on 0800 800 163 and talk with them.

Normally these things can get sorted out where everyone is agreeable. It's just a pain that your phone decided to go crazy and since you are Wifi over 3G your phone has no clever way of knowing that :(

You can setup usage alerts to notify you via email & other telecom mobile numbers via the Mobile Online Self service here:

https://pwm.telecom.co.nz/selfserv/alert/online

But let me know "pl at telecom.co.nz" if I can help, but going via the Billing team would be the best plan.

Mr Snotty
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  Reply # 894663 12-Sep-2013 10:45
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The guys you'll need to contact are on 123, else you can make a complaint to them at http://telecom.co.nz/complaints.

Make sure you set up mobile broadband usage alerts at http://telecom.co.nz/mbbalert and look at "Your Telecom" on your phone (doing this over 3G doesn't require a login) to keep tabs on your data use, when you see it's going to go over buy another pack in advance to avoid the casual data all-together.

I don't think they'll wipe the excess data completely even if it leaves a sour taste in your mouth, best take it as a learning experience, bite the bullet and pay it, it could be worse (as you could imagine) - it seemed it was not just a small amount of casual data at 4.3gb total so the 3gb data pack wouldn't have covered it anyway.

On another note, where abouts do you live? Have you looked into getting a wireless internet service provider to give you some service?




 
 
 
 


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  Reply # 894670 12-Sep-2013 11:02
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michaelmurfy:

On another note, where abouts do you live? Have you looked into getting a wireless internet service provider to give you some service?

You maybe able to get an RBI solution or a better fixed mobile data solution.




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Master Geek
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  Reply # 894673 12-Sep-2013 11:08
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Thanks Plam!

Michael, I check the your telecom every couple of days, that's how I noticed it was over and bought the extra data pack. I will set up the alerts though.

Regarding 3GB not covering the 4.3GB over, obviously if I could have done it after the fact I would have simply bought two 3GB data packs. The one 3GB pack I bought was simply to tide me over until the end of the month.

Frankly, if they dont wipe it completely I will move to a wireless/satellite provider. I've looked into it in the past but found the prices not to much cheaper considering the initial setup cost, and I've been happy with telecoms service. Every time I've spoken to them about other things they've been great so I'm hoping they will do the same. I spend a fortune on 3G data through them, and I just bought a $1000 phone from them when I could have got it cheaper online. I'd feel a bit conned if they throw me out in the cold now, even though it was my own mistake.

What I would prefer, is that when I reach my data limit my internet is simply cut off so I know I'm at the limit. Seems like a con that its not like this in the first place. Who on earth is going to pay the casual rate of 20c/mb when if you know you have reached your limit you can buy a $15 data pack.



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Master Geek
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  Reply # 894677 12-Sep-2013 11:11
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I live between Karapiro and Arapuni, if anyone is interested.

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  Reply # 894678 12-Sep-2013 11:14
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Another thing worth checking is with your android phone if it's running 4.0 or newer then it should have a built in Data usage utility in the settings menu and the ability to set a data limit and a warning prompt.

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  Reply # 894686 12-Sep-2013 11:27
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plambrechtsen:
You can setup usage alerts to notify you via email & other telecom mobile numbers via the Mobile Online Self service here:

https://pwm.telecom.co.nz/selfserv/alert/online



The usage alerts will probably arrive just in time to rub salt into the wound. I recently clicked on a link to what I thought was the release note to an update. thought that I had backed out of everything but ended up with the phone proudly announcing a 540M download just before the usage alerts started arriving.

Can you have a hard limit restricted to Data packs that you've paid for?

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  Reply # 894689 12-Sep-2013 11:35
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BerG: Thanks Plam!

Michael, I check the your telecom every couple of days, that's how I noticed it was over and bought the extra data pack. I will set up the alerts though.

Regarding 3GB not covering the 4.3GB over, obviously if I could have done it after the fact I would have simply bought two 3GB data packs. The one 3GB pack I bought was simply to tide me over until the end of the month.

Frankly, if they dont wipe it completely I will move to a wireless/satellite provider. I've looked into it in the past but found the prices not to much cheaper considering the initial setup cost, and I've been happy with telecoms service. Every time I've spoken to them about other things they've been great so I'm hoping they will do the same. I spend a fortune on 3G data through them, and I just bought a $1000 phone from them when I could have got it cheaper online. I'd feel a bit conned if they throw me out in the cold now, even though it was my own mistake.

What I would prefer, is that when I reach my data limit my internet is simply cut off so I know I'm at the limit. Seems like a con that its not like this in the first place. Who on earth is going to pay the casual rate of 20c/mb when if you know you have reached your limit you can buy a $15 data pack.


you can do exactly that by switching to prepay.
The prepay plans on Telecom are the same as postpaid, so you could switch your 3G to a prepaid one, take the same plan. all you would have to do is remember to top up every so often (which you can do pretty easily), but your financial risk will always only ever be limited to the amount you have on your account.

e.g. 3GB is $50,  so you could topup $100 to last you 2 months.  If on month 1 you happen to blow your cap without realising, the most you would end up spending is the remaining $50.

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  Reply # 894692 12-Sep-2013 11:41
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BerG: Thanks Plam!

Michael, I check the your telecom every couple of days, that's how I noticed it was over and bought the extra data pack. I will set up the alerts though.

Regarding 3GB not covering the 4.3GB over, obviously if I could have done it after the fact I would have simply bought two 3GB data packs. The one 3GB pack I bought was simply to tide me over until the end of the month.

Frankly, if they dont wipe it completely I will move to a wireless/satellite provider. I've looked into it in the past but found the prices not to much cheaper considering the initial setup cost, and I've been happy with telecoms service. Every time I've spoken to them about other things they've been great so I'm hoping they will do the same. I spend a fortune on 3G data through them, and I just bought a $1000 phone from them when I could have got it cheaper online. I'd feel a bit conned if they throw me out in the cold now, even though it was my own mistake.

What I would prefer, is that when I reach my data limit my internet is simply cut off so I know I'm at the limit. Seems like a con that its not like this in the first place. Who on earth is going to pay the casual rate of 20c/mb when if you know you have reached your limit you can buy a $15 data pack.


Agreed, but to their argument would be the overage fee is in your contract, which you've signed. Phone the number Peter quoted as it's your best bet to see what can be done, but totally worth setting your first usage alert at something low like 70%, you can also get it to email you and send another message to another device so you don't miss it. Might be worth checking out Vodafone RBI.

Otherwise, it does look like there has been quite a bit of RBI Landline Broadband work done in your general area lately, check http://www.chorus.co.nz/maps to see if you're in a broadband area or check with Telecom if you can sign up.






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  Reply # 894702 12-Sep-2013 12:19
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NonprayingMantis:
BerG: Thanks Plam!

Michael, I check the your telecom every couple of days, that's how I noticed it was over and bought the extra data pack. I will set up the alerts though.

Regarding 3GB not covering the 4.3GB over, obviously if I could have done it after the fact I would have simply bought two 3GB data packs. The one 3GB pack I bought was simply to tide me over until the end of the month.

Frankly, if they dont wipe it completely I will move to a wireless/satellite provider. I've looked into it in the past but found the prices not to much cheaper considering the initial setup cost, and I've been happy with telecoms service. Every time I've spoken to them about other things they've been great so I'm hoping they will do the same. I spend a fortune on 3G data through them, and I just bought a $1000 phone from them when I could have got it cheaper online. I'd feel a bit conned if they throw me out in the cold now, even though it was my own mistake.

What I would prefer, is that when I reach my data limit my internet is simply cut off so I know I'm at the limit. Seems like a con that its not like this in the first place. Who on earth is going to pay the casual rate of 20c/mb when if you know you have reached your limit you can buy a $15 data pack.


you can do exactly that by switching to prepay.
The prepay plans on Telecom are the same as postpaid, so you could switch your 3G to a prepaid one, take the same plan. all you would have to do is remember to top up every so often (which you can do pretty easily), but your financial risk will always only ever be limited to the amount you have on your account.

e.g. 3GB is $50,  so you could topup $100 to last you 2 months.  If on month 1 you happen to blow your cap without realising, the most you would end up spending is the remaining $50.


Great idea!

With the added bonus of feeling like a teenager again.

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  Reply # 894706 12-Sep-2013 12:31
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BerG: Great idea!

With the added bonus of feeling like a teenager again.


Let me know how you get on with the Mobile Helpdesk.

Your area looks like it may be covered by No8Wireless, which may be a cheaper option to go for.

But on the face of it, I would say going prepaid would be the better / best option for you. That way you won't ever get a nasty bill-shock overage. Your usage stops when you run out of credit and buying credit and adding extras is super easy via the online http://www.telecom.co.nz/ytmobile Mobile Self Service page.

I know of a number of people who had Windows go crazy and do their updates over 3G. And had very nasty bills out of the end of it :(.



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Master Geek
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  Reply # 894709 12-Sep-2013 12:32
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Agreed, but to their argument would be the overage fee is in your contract, which you've signed. Phone the number Peter quoted as it's your best bet to see what can be done, but totally worth setting your first usage alert at something low like 70%, you can also get it to email you and send another message to another device so you don't miss it. Might be worth checking out Vodafone RBI.

Otherwise, it does look like there has been quite a bit of RBI Landline Broadband work done in your general area lately, check http://www.chorus.co.nz/maps to see if you're in a broadband area or check with Telecom if you can sign up.


No doubt that they are perfectly in the right legally and able to charge me that. I just dont think they should ;)

No luck on the chorus map, I'm not in a planned coverage area :(

Close to the Vodafone area, but not fully in it until a few years away.

Oh how I wish for 100GB for $30 or whatever great prices townies get.



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Master Geek
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  Reply # 894710 12-Sep-2013 12:34
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plambrechtsen:
BerG: Great idea!

With the added bonus of feeling like a teenager again.


Let me know how you get on with the Mobile Helpdesk.

Your area looks like it may be covered by No8Wireless, which may be a cheaper option to go for.

But on the face of it, I would say going prepaid would be the better / best option for you. That way you won't ever get a nasty bill-shock overage. Your usage stops when you run out of credit and buying credit and adding extras is super easy via the online http://www.telecom.co.nz/ytmobile Mobile Self Service page.

I know of a number of people who had Windows go crazy and do their updates over 3G. And had very nasty bills out of the end of it :(.


Will do, got a chronic headache at the moment (probably from the bill) so will call when its gone.

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  Reply # 894715 12-Sep-2013 12:47
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plambrechtsen: But on the face of it, I would say going prepaid would be the better / best option for you. That way you won't ever get a nasty bill-shock overage. Your usage stops when you run out of credit and buying credit and adding extras is super easy via the online http://www.telecom.co.nz/ytmobile Mobile Self Service page.

I know of a number of people who had Windows go crazy and do their updates over 3G. And had very nasty bills out of the end of it :(.


If I was a teenager I would also be a prepay candidate but having a landline I've gone for the onebill option. If prepaid has the option to renew data packs so long as there is credit why can't that happen for onebill customers as well. Usually I never go near the data limit as I use wifi where possible but replacing say the last usage warning with a new data extra would be my preference, By the time I got my 3 warnings starting at 70% I'd already used 150M at casual rates.

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  Reply # 894717 12-Sep-2013 12:49
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We had some over usage a bit over a year ago on Ipads with Vodafone, I have to say they were very negotiable on the solution.

My advise is to give them the solution you would like, as you have outlined here and work WITH them from there.

You might not get 100% of what you want but I am sure Telecom would want to keep a reasonable customer as a customer.

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