Spark casual data rates seem predatory?

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#3131214 24-Sep-2023 10:40

Ruphus: On the monthly plans page, there's a section for "Important things to know" which has "Terms and conditions and standard rates", then another link to the standard rates. IMO, not really hidden.

This. It's only one click from the signup page, not hidden, and links to a pretty easy to read table of charges.

To me it's more a case of not being on the correct plan for your needs, or the phone hasn't been correctly set up to only use WiFi for data hungry apps, which really needs to be done if you only have 3 GB/month.

I agree the casual rates are pretty steep when compared to any sort of plan, but they're not hidden or difficult to understand. A rollover plan is expected to be used by someone who won't generally get near the data cap (i.e. a low user), hence leaving a bit for the next month so they wouldn't normally get into the casual rates. Blowing through the entire month in a half day comes down to the user, particualty when Spark has sent text messages as the limit has been approaching.

Batman

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#3131215 24-Sep-2023 10:40

till this day i still think mobile post paid plans are like a credit card with no limit

i'm an old man and still on prepay

blissfulhedgehog

24 posts

Geek

#3131219 24-Sep-2023 10:45

I am a low user. My typical usage is less than 1GB per month. I'm on the right plan, but you're correct in saying that my phone wasn't configured correctly to reduce data usage. I'm still not arguing that I didn't use the data, I did, and that was a mistake.

But, to get charged $600/GB for overage is wild and I am yet to understand the rationale behind this pricing. I don't think the "80% notifications" are fit for purpose on 5G, especially when I was driving at the time and couldn't have acted on anything for a minute or so.

I respect that you have a different view on this, and appreciate you providing me additional context. I'd still like to have a conversation with Spark, but I can see your side and I will factor that in.

Ruphus

465 posts

Ultimate Geek

#3131221 24-Sep-2023 10:47

To be fair to the OP, no where that I could find, do Spark say that casual rates will apply after using rollover data.

blissfulhedgehog

24 posts

Geek

#3131222 24-Sep-2023 10:48

Ruphus: To be fair to the OP, no where that I could find, do Spark say that casual rates will apply after using rollover data.

and to clarify a little bit. I've used "endless" plans before, not "rollover". But yeah, even the "data" plans explain what happens on overage.

Bung

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#3131235 24-Sep-2023 11:55

Years ago I got caught by connecting a new TV to the phone's hotspot for something small not realising that the TV started downloading a firmware update. Being a poor reception area the download failed and restarted several times. Lesson learnt set casual data limit in Spark app to $0.

blissfulhedgehog

24 posts

Geek

#3131239 24-Sep-2023 11:57

Bung: Years ago I got caught by connecting a new TV to the phone's hotspot for something small not realising that the TV started downloading a firmware update. Being a poor reception area the download failed and restarted several times. Lesson learnt set casual data limit in Spark app to $0.

Mine is $0 now, but there is no impetus to do this as a new customer. Honestly, there are some real small change Spark could make that would make everyone happy. Hell, they could even ask you on the checkout page "How much do you want to spend?".

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ajw

1932 posts

Uber Geek

#3131245 24-Sep-2023 12:33

blissfulhedgehog:

Hi there,

I'm a new customer to Spark. I've been with them a week and I am regretting choosing them on a number of fronts.

Perhaps next time check out

https://www.mightymobile.co.nz/

ajw

1932 posts

Uber Geek

#3131246 24-Sep-2023 12:36

https://www.koganmobile.co.nz/

Bung

6477 posts

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Subscriber

#3131248 24-Sep-2023 12:42

Similar trap with messaging. Some phones seem to send several sms messages if over character limit, others jump straight to mms not included in free texts. Not helped by mms being described by carriers as picture messaging.

RunningMan

8953 posts

Uber Geek

#3131259 24-Sep-2023 13:54

blissfulhedgehog:

I respect that you have a different view on this, and appreciate you providing me additional context. I'd still like to have a conversation with Spark, but I can see your side and I will factor that in.

They are generally pretty good to deal with, and seem to have a bit of common sense so it's certainly worth contacting them. I'd be more inclined to pitch it as a request than a complaint though.

michaelmurfy

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#3131371 24-Sep-2023 15:37

There are processes with every provider around bill shock but you really need to talk to them. In Settings --> Mobile what does it say was your main use? Also you can enable it so it doesn't go to casual data after the fact too via Smart Caps.

Ruphus: To be fair to the OP, no where that I could find, do Spark say that casual rates will apply after using rollover data.

Yes, it is pretty clear when you sign up that casual data use applies after your allocation excluding endless plans:

Once your allowance is used, standard rates apply. Visit our standard rates page

via: https://www.spark.co.nz/help/mobile/manage/rollover-data-and-minutes/ (also linked to on the plan page).

I understand the frustration here but it is easily resolved also. Spark have both a number to call and 24/7 chat also making it rather easy to contact them and like I say they have a bill shock procedure also so get in touch and they should be able to sort you out quickly. All providers have casual rates, they're expensive and always have been... this is not new information.

RunningMan: They are generally pretty good to deal with, and seem to have a bit of common sense so it's certainly worth contacting them. I'd be more inclined to pitch it as a request than a complaint though.

This ^^^ Contact them!

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blissfulhedgehog

24 posts

Geek

#3131373 24-Sep-2023 15:52

Via Spark support they're suggesting that I could have "bought some more data" or "switched to a more expensive plan". Under what world would I have made the conscious decision to use 168MB at 59c/MB?

I have contacted them. I'm trying again nonetheless, but they have a lot of templated responses that are centered around up-selling first.

Yes, it is pretty clear when you sign up that casual data use applies after your allocation excluding endless plans:

I'm sorry, but I still disagree with this. You can work through the entire purchasing flow without encountering that. IMO "scroll down past the marketing and find the second lot of fine print" is not clear enough. If you compare with their Data plans, they clearly state 30c/MB in the purchasing flow. This was something I noticed when comparing plans the first time. I don't think it's at all unreasonable to expect the same on the Rollover plans.

It's all easy in retrospect knowing that I have to go looking for specifically casual rates, but not if you're unaware. Again, I understand this perspective, but I disagree with it. As you say, they should have bill shock procedures, though I'm still working on progressing that...

I've submitted via their contact form instead to see if I can get better responses out of them. I'll update once I've had another go at speaking to them. Cheers for the input.

Yabanize

2350 posts

Uber Geek

#3131383 24-Sep-2023 16:55

michaelmurfy:

All providers have casual rates

Skinny doesn't (when you're on a plan) "We don’t have data overage at Skinny because we don’t want you chewing through all your credit. So if you run out of data on your Plans your data will stop. Just buy a data Add-On to get going again" from https://www.skinny.co.nz/pricing/rates

They do have a "standard rate" of 40c per MB but this only applies if you don't have an active plan.

michaelmurfy

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#3131384 24-Sep-2023 17:01

@blissfulhedgehog It honestly appears you're soapboxing here a little. Spark, and all other providers do have a bill shock procedure and if you've blasted through 3gb of data in a day then perhaps it wasn't the best plan for you. They need to ensure that you're on the right plan so I would expect them to have this discussion with you. This is not up-selling, it is doing the due diligence and ensuring it doesn't happen again.

It is a given with any provider that once you've gone through your allocation then standard rates apply...

While I agree the 59c/MB is super expensive I can still find multiple places even on the plans change and during the sign-up flow where it links you to the standard rates without even looking hard. But really, you need to also look and ensure that whatever ate your data up doesn't happen again or even consider an endless plan. I don't see this specifically as a Spark problem.

2degrees: 50c/MB casual data rate.
One NZ: No casual on Postpaid (endless instead) but 50c/MB on Prepay.
Skinny: Data stops so no casual rate.

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