Unexpected $7/day roaming charge with data turned off

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Unexpected $7/day roaming charge with data turned off

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Ultimate Geek

#2899640 11-Apr-2022 00:59

SaltyNZ:

The packet gateway doesn't just invent data out of thin air, so the handset must have done something even if only very little.

Understand that, but I'm struggling to work out where the charges are coming from, given the handset has mobile data turned off for the 2Degrees line.

If the handset did something <500kb on 18 and 20 that might make some sense to the billing.

But it wouldn't explain the charges on 17 and 19, unless I'm missing something?

SaltyNZ

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#2899670 11-Apr-2022 08:10

I can probably check if you would like, but if I find that something went wrong you'll still need to call care and log a ticket to have it dealt with. Paperwork, etc. DM me your mobile number.

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These comments are my own and do not represent the opinions of 2degrees.

KiwiSurfer

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#2905154 22-Apr-2022 00:27

In Australia at the moment and I am observing the same behavior as OP.

Started roaming on Sat 15th and finally bought a Telstra SIM on Sunday 16th and have been using the Telstra SIM for data ever since.

Checked my 2degrees app today and was surprised to see daily roaming charges for:

- 16th Apr (twice) -- Happy with this as I assume the two charges were for the 15th and 16th.

- 17th April -- I query this.

- 20th April -- I query this.

- 21st April -- I query this.

Usage shows:-

Data: 0.12 GB for Sat and 0.52GB for Sunday which matches what I did. But zero for 18th onwards.

Calls : Zero (last call was on 11th, well before roaming).

Texts: Zero (last text was on 13th, well before roaming).

Am bemused to why I was not charged for 18th and 19th, but charged for 17th, 20th and 21st. No settings changed on my phone etc so if I was charged for roaming on those dates then I should also have been for 18th and 19th so curious as to what the difference was.

Have removed my 2degrees SIM in the mean time and put spend control limit to stop additional roaming charges.

Happy to DM any 2degree staff with details if they would like to look into it.

Quite a shame as 2degrees roaming is fantastic -- roaming on all networks (including Telstra which is a huge bonus) and that includes 4G on every network. Very well done but hopefully we can figure out what is causing the phantom roaming charges.

KiwiSurfer

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#2905155 22-Apr-2022 01:40

Thought it important to add this was on a Dual SIM phone. Originally started out with SIM 1 2degrees / SIM 2 VFNZ. Swapped VFNZ out for Telstra AU (so was then SIM1 2degrees / SIM2 Telstra) and switched data to SIM 2.

Here is the breakdown from my 2degrees account:

16th April

16 April 2022, 06:04 PM $7 Daily Roaming 1 $7 N
16 April 2022, 06:05 PM Roaming data 133 $0 N
[note the daily roaming activating at the same time as first use of roaming data on this day]
16 April 2022, 08:51 PM Roaming data 0 $0 N

17th April

17 April 2022, 12:34 AM $7 Daily Roaming 1 $7 N
17 April 2022, 12:34 AM Roaming data 452 $0 N
[note the daily roaming activating at the same time as first use of roaming data on this day]
17 April 2022, 12:50 AM Roaming data 0 $0 N
17 April 2022, 01:13 AM Roaming data 0 $0 N
17 April 2022, 09:16 AM Roaming data 0 $0 N
17 April 2022, 09:42 AM Roaming data 0 $0 N
17 April 2022, 10:37 AM Roaming data 0 $0 N
17 April 2022, 01:03 PM Roaming data 84 $0 N
17 April 2022, 03:51 PM Roaming data 2 $0 N
17 April 2022, 04:07 PM Roaming data 1 $0 N
17 April 2022, 09:26 PM Roaming data 3 $0 N

18th April

18 April 2022, 01:46 AM $7 Daily Roaming 1 $7 N
18 April 2022, 04:37 AM Roaming data 0 $0 N
[nothing else, and note the zero -- looks like a data connection was made but no data transmission?]
[Also note the time, roaming activated 1:46 AM but no usage until 4:37am so something else must have activated the daily roaming charge?]

19th April

[nothing for 19th April]

20th April

20 April 2022, 01:11 PM $7 Daily Roaming 1 $7 N
[nothing else]

21st April

21 April 2022, 12:00 PM $7 Daily Roaming 1 $7 N
[nothing else]

nztim

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#2905188 22-Apr-2022 08:33

Simple - before you get on the plane turn mobile service off and leave it off the entire trip and use wifi calling overseas, no $7 charge

Now I am with Vodafone not 2degrees and can also say the dialing roaming charge ($5 at the time now $7) is calendar days in the NZDT time zone

So if you are in the USA east coast for example using your phone in the morning that might be 11:50pm NZDT and 10 minutes later be 12:00am NZDT and that will be 2x $7 charges.

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

KiwiSurfer

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#2905258 22-Apr-2022 10:15

nztim:

Simple - before you get on the plane turn mobile service off and leave it off the entire trip and use wifi calling overseas, no $7 charge

Sorry you are missing several points here.

1. I want to receive SMSs while I am overseas which as mentioned in this thread does not trigger daily roaming charges. I have several contacts (including my elderly mother and work colleagues) who may need to contact me using SMS in an emergency. Hence I planned to use my dual-SIM phone and use a local SIM for data and keep my 2degrees SIM on standby (as my phone can receive SMS on both SIMs).

2. I will not always have access to WiFi hence WiFi calling is not a solution. I spent some time in the countryside where the only place I could get WiFi was at my accommodation and no where else.

3. And most of all, the charges are being triggered for no obvious reasons that I can find. Even their own billing system says I never used any data, never sent any texts and never made phone calls on some of the days I have been charged for daily roaming.

SarahRykers

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2degrees

#2905346 22-Apr-2022 11:33

Hey GZ!

Hope you’re all well.

Just wanted to give you an update on this: it looks like there was an error in our internal process that was causing accounts to not be credited when they should. We are currently going through everything from mid- November 2020 and will apply the backlog credits in cycles.

This should happen automatically however if you do want to talk to the Customer Care team you can give us a call on 0800 022 022 or head over to Facebook or Twitter and send us a private message.

Thanks,
Sarah

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

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phrozenpenguin

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Ultimate Geek

#2905493 22-Apr-2022 21:46

@SarahRykers thanks for the update and confirming it is and issue on the 2Degrees end. Have the customer care team been informed of this issue - as when I last spoke to them they were adamant it was my issue and I would be charged.

@SaltyNZ thanks for your help on this.

@KiwiSurfer thanks for adding your experience, did help to understand I wasn't the only one with this issue. Lets hope the refunds go smoothly...

To the various that posted about "just use wifi calling" and "turn mobile service off" that is a very limiting way to travel. Obviously your use cases might be different, but my travel doesn't involve always being within wifi range (e.g. often on the road or outside), and never receiving SMS messages (e.g. 2 factor authentication). If these "phantom charges" are resolved (refunded and then don't happen in the future) then roaming works as expected for me. You can of course "just use wifi calling" if that works for you.

SarahRykers

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#2907839 28-Apr-2022 11:00

phrozenpenguin:

@SarahRykers thanks for the update and confirming it is and issue on the 2Degrees end. Have the customer care team been informed of this issue - as when I last spoke to them they were adamant it was my issue and I would be charged.

@SaltyNZ thanks for your help on this.

@KiwiSurfer thanks for adding your experience, did help to understand I wasn't the only one with this issue. Lets hope the refunds go smoothly...

To the various that posted about "just use wifi calling" and "turn mobile service off" that is a very limiting way to travel. Obviously your use cases might be different, but my travel doesn't involve always being within wifi range (e.g. often on the road or outside), and never receiving SMS messages (e.g. 2 factor authentication). If these "phantom charges" are resolved (refunded and then don't happen in the future) then roaming works as expected for me. You can of course "just use wifi calling" if that works for you.

Initially they wouldn't have been aware of the issue, but they should be up to date now. If you're still getting this info from them and this hasn't been rectified yet, flick me a DM with your details and I'll see if I can link you up with a care agent to sort this out.

Cheers,
Sarah

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

KiwiSurfer

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#2907910 28-Apr-2022 14:19

Any timeframe on the refunds/credits? I don't see any on my account yet. Is it meant to be done already or only at the end of the billing cycle etc?

SaltyNZ

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#2907911 28-Apr-2022 14:21

I think they have to work through a backlog, but it will appear on your bill, not instantly.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

kiwibum

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#2916863 21-May-2022 15:59

Interesting to read. My wife just messaged me from the US in a panic that she had burnt through $50 in 7 days, using a messenger app couple of times a day, on her pre-pay 2D phone and couldn't understand why her phone stopped working while in town trying to contact her mum (her account ran out of $).

We looked it up and found this "new" user friendly implementation of roaming of $7/day, she didn't get any txt messages explaining this when she landed and assumed it was the old system where you paid per call, MB data or for txts. Sounds like a great system for a business user or those made of $, not that great for the poor common traveler visiting family.

I know this probably isn't the place to ask but is it possible to choose between the $7/day system and the old pay per use, doesn't look like it on the website? Now she is going to get a local SIM but that means she loses access to the WiFi calling or messenger apps associated with her NZ mobile number.

She is there for 6 weeks staying with family, we only budgeted $50 for phone use (which it has cost previously for the small amount needed) rather than $300! So this new plan means 2D will lose $ as she changes to local SIM (hasn't bothered previously) and poor rating, she wants to see if we can change to a different provider in NZ that won't brake our bank.

Again, great idea for business users or regular short duration travelers but sucks for those of us that only get to visit family every couple of years and on a tight budget. Using WiFi only isn't really a suitable option unfortunately.

cshwone

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#2916867 21-May-2022 16:22

kiwibum:

Interesting to read. My wife just messaged me from the US in a panic that she had burnt through $50 in 7 days, using a messenger app couple of times a day, on her pre-pay 2D phone and couldn't understand why her phone stopped working while in town trying to contact her mum (her account ran out of $).

We looked it up and found this "new" user friendly implementation of roaming of $7/day, she didn't get any txt messages explaining this when she landed and assumed it was the old system where you paid per call, MB data or for txts. Sounds like a great system for a business user or those made of $, not that great for the poor common traveler visiting family.

I know this probably isn't the place to ask but is it possible to choose between the $7/day system and the old pay per use, doesn't look like it on the website? Now she is going to get a local SIM but that means she loses access to the WiFi calling or messenger apps associated with her NZ mobile number.

She is there for 6 weeks staying with family, we only budgeted $50 for phone use (which it has cost previously for the small amount needed) rather than $300! So this new plan means 2D will lose $ as she changes to local SIM (hasn't bothered previously) and poor rating, she wants to see if we can change to a different provider in NZ that won't brake our bank.

Again, great idea for business users or regular short duration travelers but sucks for those of us that only get to visit family every couple of years and on a tight budget. Using WiFi only isn't really a suitable option unfortunately.

Great heads up as my wife is going to the UK in August to see family for a month. Thanks

KiwiSurfer

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#2916869 21-May-2022 16:32

KiwiSurfer:

Any timeframe on the refunds/credits? I don't see any on my account yet. Is it meant to be done already or only at the end of the billing cycle etc?

Just to add that the refund appeared on my bill so no trouble there.

Linux

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#2916873 21-May-2022 16:53

@kiwibum Did your Wife not get a SMS about $7 daily roaming when she turned on the handset in the roaming country?

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