Prepaid data packs not auto renewing - fixed - but double check it auto renews

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Prepaid data packs not auto renewing - fixed - but double check it auto renews

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#559725 19-Dec-2011 18:19

pc: thanx 2degrees,

Having an option to send alerts/renew confirmation to an email address instead of receiving an SMS would be great for the iPad users.

and since my account has always had >$20 balance on renew day i guess the problem is not easily fixed so i'll continue to manually renew.

What happens if one day the auto renewal actually does work correctly, and your manual renewal ends up causing a duplication? It doesn't seem like a very satisfactory long term solution.

pc

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#559759 19-Dec-2011 21:10

alasta:

What happens if one day the auto renewal actually does work correctly, and your manual renewal ends up causing a duplication? It doesn't seem like a very satisfactory long term solution.

you think it might work one day?? lol

a couple of days before it's due to expire i top the account up with enough to have a $25 balance.

on the day it's due to expire i check the balance, if the balance is $25 i send a text to renew the 1GB data plan and check it's gone through.

that leaves me with a $5 balance so the auto renew hasn't got enough to suck another $20.

A couple of times (months ago now) i didn't manually renew and on the day after it was due to expire watched my $25 slowly disappearing on the day rate before i txt'd for the 1GB pack.

alasta

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#559770 19-Dec-2011 21:33

pc: you think it might work one day?? lol

a couple of days before it's due to expire i top the account up with enough to have a $25 balance.

on the day it's due to expire i check the balance, if the balance is $25 i send a text to renew the 1GB data plan and check it's gone through.

that leaves me with a $5 balance so the auto renew hasn't got enough to suck another $20.

A couple of times (months ago now) i didn't manually renew and on the day after it was due to expire watched my $25 slowly disappearing on the day rate before i txt'd for the 1GB pack.

So you don't actually know whether it's failing or not because in recent times you haven't given it a chance to auto renew? Mine always has plenty of credit available and the behaviour of the auto renewal is totally unpredictable.

pc

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#559796 19-Dec-2011 23:49

alasta:
So you don't actually know whether it's failing or not because in recent times you haven't given it a chance to auto renew?

correct.

i'm doing this for an ipad i gave to my mother, if the ipad was with me i'd be trying harder to get it sorted but it's less pain if i just login once a month and do it. If it didn't auto renew her internet would stop after using up all the credit, she'd ring me, i'd have to top it up, ring her back to send a txt to buy the 1GB then get hold of 2degrees to get a credit.

alasta

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#559845 20-Dec-2011 09:28

pc: I'm doing this for an ipad i gave to my mother, if the ipad was with me i'd be trying harder to get it sorted but it's less pain if i just login once a month and do it. If it didn't auto renew her internet would stop after using up all the credit, she'd ring me, i'd have to top it up, ring her back to send a txt to buy the 1GB then get hold of 2degrees to get a credit.

Fair enough. These billing anomalies must be incredibly confusing and frustrating for older or less tech savvy users.

shk292

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#560113 20-Dec-2011 23:00

My wife's 50MB pack just double-auto-renewed. Not really an issue as the 30 day clock on the second doesn't start until you use up the first, but still annoying the system is titsup

alasta

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#560139 21-Dec-2011 08:53

shk292: My wife's 50MB pack just double-auto-renewed. Not really an issue as the 30 day clock on the second doesn't start until you use up the first, but still annoying the system is titsup

Are you sure about that? My understanding is that if you have two data packs of the same type then the validity periods run concurrently, although admittedly it doesn't seem to be very clear in their terms and conditions. I've been able to find the following provisions:

You may purchase as many Data Value Packs as you require at any one time. If you purchase more than one of the same National Data Pack or Mobile Broadband Data Pack at any one time, only your most recent National Data Pack or Mobile Broadband Data Pack will recur on its Pack Renewal Date and all the benefits of your older recurring National Data Pack or Mobile Broadband Data Pack will expire at the end of its Validity Period. If you purchase a National Data Pack and a Mobile Broadband Data Pack at any one time, then both Data Value Packs will automatically renew on their applicable Pack Renewal Dates.

The benefits of your oldest Data Value Pack will be used first, except where you have a National Data Pack and a Mobile Broadband Data Pack in which case your Mobile Broadband Data Pack will always be used first when you are in a Mobile Broadband Zone.

To me this implies that if you have two data packs of the same type then one of them will be used first, and the other will auto-renew at the end of its validity period. There is no strict definition of "validity period" in the context of having multiple data packs, so I think you would have to assume that it's still 30 days from the date of origin.

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SaltyNZ

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#560194 21-Dec-2011 11:00

Alasta is correct. If you buy 2 packs of the same kind on the same day, they both expire on the same day as well.

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

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

shk292

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#560196 21-Dec-2011 11:09

Well that sucks. looks like I'll another protracted session with customer care to get the $6 back.
Thanks for putting me right

2degreesCare

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#560256 21-Dec-2011 13:43

shk292: Well that sucks. looks like I'll another protracted session with customer care to get the $6 back.

Thanks for putting me right

PM your number and I'll get it reversed out. Please include your DOB and address for authentication, thanks.

^POB

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#560552 22-Dec-2011 08:14

Mine just double autorenewed again. Seems to alternate between failing to renew and doing a double renew. So on average it may be right, but it is never right at a particular time. Its like having one hand in boiling water and one hand in icewater. On average your hands are in warm water, but neither of them are comfortable.

shk292

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#560553 22-Dec-2011 08:19

A quick note of thanks to 2degrees care who refunded the double renewal for me

langers1972

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#560573 22-Dec-2011 09:01

wongtop: Mine just double autorenewed again. Seems to alternate between failing to renew and doing a double renew. So on average it may be right, but it is never right at a particular time. Its like having one hand in boiling water and one hand in icewater. On average your hands are in warm water, but neither of them are comfortable.

Mine's so bad that I've cancelled the data pack and am looking at VF as this is seriously bad form when you can't rely on an automated system.

2D was marketed heavily as being simple but it's getting mind bogglng complex in terms of Nat/2D zone data and all the various ramifications/pack options.

alasta

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#560581 22-Dec-2011 09:26

langers1972: Mine's so bad that I've cancelled the data pack and am looking at VF as this is seriously bad form when you can't rely on an automated system.

2D was marketed heavily as being simple but it's getting mind bogglng complex in terms of Nat/2D zone data and all the various ramifications/pack options.

I feel exactly the same way. There is a very unfortunate cocktail of issues here, made up of:

- The terms and conditions including a significant amount of complexity around types of data packs and what will or won't auto renew.
- The billing system not behaving in a way that is consistent with those terms and conditions (e.g. the double renewal problem).
- 2degrees changing the rules along the way (e.g. having no auto renewals originally, then progressively introducing them under certain conditions).
- System limitations preventing multiple connections on a single billing account, and forcing data only connections onto prepaid billing.

It's got to the stage where I haven't got a freaking clue what to expect from one month to the next, and that's coming from someone who has been actively engaged in the design and implementation of cyclical and metered billing processes. A typical user must find this all quite mind boggling.

Honestly, my needs aren't complex. I just need a connection with voice and 1Gb of data, and another connection with 1Gb of data only. I should be able to receive a bill for these services once a month, pay the bill, and that's the end of it. Unfortunately I'm having to deal with messed up renewals, manage a prepaid account as well as a billed account, and establish and cancel national data packs when I'm travelling.

I suspect that 2degrees is capital constrained and they're trying to direct their limited capital into radio infrastructure rather than back end administrative infrastructure. I can understand them doing this if they're under pressure to start getting an ROI quick smart, but it could bite them in the backside if these billing problems affect their long term customer loyalty.

langers1972

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#560589 22-Dec-2011 09:52

THE most annoying thing is the 1GB Broadband zone pack that you have to stuff around activating/stopping as when you travel. Quite how anyone even slightly non techie is supposed to fathom out this is beyond me, doing a Rubiks cube one handed with a blindfold on is easier.

I find that 100MB isn't enough per month but begrudge paying $20 for 2 of them when the 1GB inzone pack is the same price.

Annoyingly, VF is equally as complex as you can only add 100MB increments on Supa Prepay and the 1GB pack is only available on their Smart Prepay which is already $25/month minimum.

I just want to have a prepay with 512MB - 1GB without having to pat my head and rub my tummy, is it really that hard?

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