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robyndiane

9 posts

Wannabe Geek


#156008 16-Nov-2014 12:03
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We have been with Vodafone for both mobiles and now landline, internet etc since December 2013

Dec 2013 - Sept 2014 inclusive never got anywhere near the 80gB plan per month, we are on.

October usage shows 80gB within first 7 days and we were away with all devices for the first 4 days!  End of October showed $243 of extra usage!!
November usage shows 80gB again with in first 7 days of the month. 

Nothing has changed with how we use the internet and have found that even when I unplug the power to the modem, it is still accruing data usage each and every hour. 

15 November - modem off 18 hours and accrued 4147mB - how does this happen?

16 November (today) - modem off midnight to 9am and still 962mB.

Vodafone do not want to know, have spent many hours over past 2-3 weeks on this and they say it is our devices etc. Investigations say the data usage is correct they say! frown

In desperation, we have swapped to unlimited data to stop any more billing in November but I want a refund of the extra October charges of $243 + $55 or so for November from Vodafone.

Getting nowhere, our IT guy says it should not be happening and must be an issue between the house and the exchange.

I would really appreciate some ideas or advice as Vodafone do not want to know and the debit 25 November is for $407 which is incorrect. I have asked them to cancel the Direct Debit order but not sure if they will do this!

I am going to phone Vodafone again tomorrow and certainly want a meeting with the Manager of Tech Support Dept to sort this out.

Has anyone experienced this same problem?
Thanks Robyn

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Predated
176 posts

Master Geek


  #1176718 16-Nov-2014 12:12
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Hi

Are you still using the vodafone supplied modem? sometimes people give these away and I understand they are linked to your account and if someone else uses it on vodafone it will charge the data to you



johnr
19282 posts

Uber Geek
Inactive user


  #1176719 16-Nov-2014 12:12
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This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John

 
 
 
 


robjg63
3166 posts

Uber Geek


  #1176751 16-Nov-2014 13:07
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80gb plan and you got charged for extra data?
Has that changed recently?
I thought the speed just got throttled if you went over cap.




Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler


johnr
19282 posts

Uber Geek
Inactive user


  #1176764 16-Nov-2014 13:20
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robjg63: 80gb plan and you got charged for extra data?
Has that changed recently?
I thought the speed just got throttled if you went over cap.


That was changed on the plans that came out about 2 years ago

robjg63
3166 posts

Uber Geek


  #1176769 16-Nov-2014 13:36
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johnr:
robjg63: 80gb plan and you got charged for extra data?
Has that changed recently?
I thought the speed just got throttled if you went over cap.


That was changed on the plans that came out about 2 years ago


Thanks for that - I had no idea!
You know - I could be a 'blind' male - but I cant for the life of me find any info on your site as to what I would be charged or in fact that I would be at all if I exceed my plan.
I figured it should be under the:

 

Home page/Broadband and Home phone

 

Broadband with phone

 


- I have poked around under here and cant see any additional charges mentioned.




Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler


johnr
19282 posts

Uber Geek
Inactive user


  #1176771 16-Nov-2014 13:41
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Click on ' important things on know and Vodafone offer summary ' when browsing the fixed line plans

robjg63
3166 posts

Uber Geek


  #1176790 16-Nov-2014 14:14
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Selected the 80GB with phone plan.
Click the 'important things to know and offer summary' link.
Pops up a window that doesnt tell me about excess data charges.
Tried the link on that page to Standard Broadband with Home Phone - Offer Summary 
This link brings up a word document that describes the unlimited plan - so no reference to overusage charges.

Actually all three plans point to the unlimited plan details word doc above.
You may want to fix the 40GB and 80GB details so its actually possible to find out what you may get charged.
I would suggest that it go on the main page under the plan details: http://www.vodafone.co.nz/broadband-phone-bundles/

e.g. Excess data charged at $X per GB




Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler


 
 
 
 


gregmcc
1853 posts

Uber Geek

Trusted
Lifetime subscriber

  #1176791 16-Nov-2014 14:29
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robjg63: Selected the 80GB with phone plan.
Click the 'important things to know and offer summary' link.
Pops up a window that doesnt tell me about excess data charges.
Tried the link on that page to Standard Broadband with Home Phone - Offer Summary 
This link brings up a word document that describes the unlimited plan - so no reference to overusage charges.

Actually all three plans point to the unlimited plan details word doc above.
You may want to fix the 40GB and 80GB details so its actually possible to find out what you may get charged.
I would suggest that it go on the main page under the plan details: http://www.vodafone.co.nz/broadband-phone-bundles/

e.g. Excess data charged at $X per GB


1st thing to look at is the question johnr asked, have you every sold/given a vodafone supplied  xDSL to anyone? The reason is that your account is linked to that modem and if another VF user, uses a modem linked to your account then the data racks up on your account.

The is a section on their website to view devices and serial numbers associated with you xDSL connection, check that there is only 1 and it matches waht you actually have.

If that seems correct then ask for a breakdown on data usage by day so you can point out to them that you were away for those particular days and the modem was off, so it should be zero data

robyndiane

9 posts

Wannabe Geek


  #1176921 16-Nov-2014 18:02
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robjg63: 80gb plan and you got charged for extra data?
Has that changed recently?
I thought the speed just got throttled if you went over cap.





Yes that is how it used to be but now if you go over the 80gB or whatever your plan limit is, they charge you $1 per gB for the rest of the month!

robyndiane

9 posts

Wannabe Geek


  #1176927 16-Nov-2014 18:21
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Predated: Hi

Are you still using the vodafone supplied modem? sometimes people give these away and I understand they are linked to your account and if someone else uses it on vodafone it will charge the data to you




We started off on normal broadband modem then in June we upgraded to VDSL. the technician visited our house and installed it but it has been going fine since then until beginning of October.

There was a direct debit glitch on the Vodafone billing system and we received an email saying that our credit card payment had not worked and could we pay again however before I got to do that, another email from Vodafone said it was their system error and the debit had gone through.

I wonder if this may have had something to do with this extra data?  Vodafone tech support team member says it would not have affected this problem but strange that our massive usage started just after this.

Hopefully this VDSL modem was new and we are not now inheriting another persons usage!  Thanks for your reply.

robyndiane

9 posts

Wannabe Geek


  #1176928 16-Nov-2014 18:24
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johnr: This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John


Thanks John and this VDSL modem was installed in June 2014 when we upgraded from normal broadband to VDSL.  Presumably it was brand new but who knows.

However, it was OK from June until the end of September this year before the massive usage started beginning of October.  Thanks for your reply.

johnr
19282 posts

Uber Geek
Inactive user


  #1176931 16-Nov-2014 18:29
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robyndiane:
johnr: This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John


Thanks John and this VDSL modem was installed in June 2014 when we upgraded from normal broadband to VDSL.  Presumably it was brand new but who knows.

However, it was OK from June until the end of September this year before the massive usage started beginning of October.  Thanks for your reply.


You upgraded to VDSL so what happened to the ADSL modem? (The old modem)

robyndiane

9 posts

Wannabe Geek


  #1176932 16-Nov-2014 18:32
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johnr:
robyndiane:
johnr: This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John


Thanks John and this VDSL modem was installed in June 2014 when we upgraded from normal broadband to VDSL.  Presumably it was brand new but who knows.

However, it was OK from June until the end of September this year before the massive usage started beginning of October.  Thanks for your reply.


You upgraded to VDSL so what happened to the ADSL modem? (The old modem)


It is still here at home in storage.

johnr
19282 posts

Uber Geek
Inactive user


#1176934 16-Nov-2014 18:34
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robyndiane:
johnr:
robyndiane:
johnr: This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John


Thanks John and this VDSL modem was installed in June 2014 when we upgraded from normal broadband to VDSL.  Presumably it was brand new but who knows.

However, it was OK from June until the end of September this year before the massive usage started beginning of October.  Thanks for your reply.


You upgraded to VDSL so what happened to the ADSL modem? (The old modem)


It is still here at home in storage.


Have you checked it's still there and is the WiFi still locked down on the modem VDSL modem?

robyndiane

9 posts

Wannabe Geek


  #1176965 16-Nov-2014 19:37
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johnr:
robyndiane:
johnr:
robyndiane:
johnr: This is the introduction section of Geekzone but have you ever sold or given away a modern provided to you by Vodafone NZ?

You don't need a meeting with a tech support manager as they manage staff not customer escalations as such

John


Thanks John and this VDSL modem was installed in June 2014 when we upgraded from normal broadband to VDSL.  Presumably it was brand new but who knows.

However, it was OK from June until the end of September this year before the massive usage started beginning of October.  Thanks for your reply.


You upgraded to VDSL so what happened to the ADSL modem? (The old modem)


It is still here at home in storage.


Have you checked it's still there and is the WiFi still locked down on the modem VDSL modem?


Yes the ADSL modem is still here but not sure how I check that the VDSL is locked down.  From when we got it, we have had a password for security and then about 10 days ago, Vodafone guided me through changing the password on the moden with Ethernet cable connected to my laptop.

Does that mean it is locked down?  Thanks for your suggestions.

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