Weird data roaming experience

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Weird data roaming experience

littleheaven

2120 posts

Uber Geek

#204547 6-Oct-2016 11:54

So here I am at the end of two weeks in Australia (where the Pokémon hunting has been excellent, BTW). I purchased a one-week 500MB data roaming pack the day before I left NZ. That expired last Sunday, so I bought another one to last through until this weekend. This morning I got a text from 2degrees to say my roaming data pack had expired. Which pack? Is it a notification 4 days late for pack 1, or did pack 2 prematurely expire?

Checked my account in a panic and it says I have 499MB roaming data available. Phew! But wait... I shouldn't have that much - I've been using pack 2 for days. So I started a web chat with 2degrees support who unhelpfully told me to buy another pack and then ask for a refund when I got home (in case it was pack 2 that had expired), then they confirmed I had 500MB still available to me. Huh?

My iPhone says I've used less than 400MB total since I got here (going by the roaming data tally in the mobile settings). 2degrees' own data usage report (that I downloaded for my account) says I haven't used any roaming data since I bought the 2nd pack on Sunday, even though I've been playing Pokémon Go every day, which uses around 20-30MB a day, and using Google Maps to navigate. What on earth is going on? Why is my usage not showing up? Does it have anything to do with the fact I set my carrier to Telstra manually because my phone kept changing networks and some of them were slow? Or does roaming data not show on your account in real time? I'm very confused.

Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.

evnafets

531 posts

Ultimate Geek

Lifetime subscriber

#1646583 6-Oct-2016 12:42

Does your Money balance match what you expect? Or has it been chewing through at 50c/MB ?

I was in Australia last week and bought the 300MB roaming bundle (Didn't need so much as I wasn't hunting Pokemon)

Even with pack I still got the warning message "You are using data while roaming", and exortations to "Buy a 300MB Aussie Data Roaming Pack" when I already had one .

23rd September - Bought First pack

30th September - Bought second pack (hadn't received a message of expiry)

1st October - Got message that Data Roaming Pack (I think it was because I hit the 300MB limit)

On the face of things, because the subscription was "renewed" it looks like it may have effectively carried the data over for you?

ie they added 500MB to your balance of data, and reset the expiry date.

We can hope thats what happened anyway :-)

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SaltyNZ

8067 posts

Uber Geek

Trusted

2degrees

Lifetime subscriber

#1646625 6-Oct-2016 13:32

If in doubt, the real-time balance of data remaining is the accurate one. Usage not showing up is probably because usage doesn't show up until the CDR is created, which is not till your active data session ends. Treat the usage details as ancient history only.

In terms of the notification; marketing requested an expiry notification rather than a low balance notification. The expiry notifications are triggered whenever there's an expiry even if there's data left because the design of the expiry notification feature is a bit dumb. We are considering enhancing it with some custom-designed brains so that it won't bother you with notifications about roaming data after you've gotten home to NZ. I might see if I can also make it not nag you if there's still data remaining.

And in a similar manner the exhortations to buy more roaming packs are because the system that sends the exhortations only knows you're roaming. It doesn't know you already have a pack, so it's a bit dumb too.

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

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

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1646778 6-Oct-2016 16:50

@Littleheaven - It's what @SaltyNZ says but please PM us your number & 4 digit PIN if you need more help on this.

Thanks

^POB

littleheaven

2120 posts

Uber Geek

#1646881 6-Oct-2016 19:47

Thanks for the explanations. What confused me was that the expiration notification was days after the first pack expired, but while the second was still active, and that my available data is still at maximum for a pack I've been using for four days. I'll send a PM if I get any weird charges after I get home, thanks.

Geek girl. Freelance copywriter and editor at Unmistakable.co.nz.