Prepay Monthly - Charged but no data or minutes?

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kradnz

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#261724 12-Dec-2019 00:02

This may be a silly question but I'll ask anyway :)
I've been subscribed to the $19 prepay Monthly plan for a few years now and never had any issues until now.

My cc has been charged the monthly fee and I received the confirmation txt but using the 2D android app shows that I have no data and minutes and about $2 credit. Looks like the plan hasn't activated?

Has my plan not autorenewed and I've chewed through my credit at casual rates?

Thought I'd ask about this problem here before attempting the support call.

Text message contents:
Your $19 Monthly Prepay Plan has renewed with Autopay and has been charged to your chosen card. To stop it auto renewing again, txt STOP 19plan1M to 233

Linux

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#2372860 12-Dec-2019 02:47

@kradnz I take it you have called 2degrees and got them to investigate?

tardtasticx

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#2372867 12-Dec-2019 07:03

Have you checked your usage in the app? That’ll show you if you’ve paid for minutes and data recently.

SaltyNZ

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#2372869 12-Dec-2019 07:11

You need to call care and log a ticket. Having said that there (as I mentioned in another thread) some problems occurring on our charging system at the moment. We are aware of customers who have been affected and there are manual cleanups detecting them all and cleaning them up. So you might find you get your pack the next day or possibly the day after. To be on the safe side though, definitely call care.

I'm sorry this is affecting you. Rest assured operations aren't getting any sleep until the vendor has given us a working fix for the bug that's causing it.

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

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

kradnz

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#2373049 12-Dec-2019 09:36

Thanks everyone. I suspected a glitch like SaltyNZ described.

I have checked the app for data usage etc and don't see any usage that explains my balance.

I topped up 4th Dec @ ~09:05, I'm guessing that a manual correction would have been applied by now? Better give 2D support a call.

SaltyNZ

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#2373058 12-Dec-2019 09:55

kradnz:

Thanks everyone. I suspected a glitch like SaltyNZ described.

I have checked the app for data usage etc and don't see any usage that explains my balance.

I topped up 4th Dec @ ~09:05, I'm guessing that a manual correction would have been applied by now? Better give 2D support a call.

Oh yes, if it's been that long you've been missed - definitely call care.

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

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

kradnz

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#2373109 12-Dec-2019 10:55

All sorted now. They fixed the glitch ;)

Dell

Shop now for Dell laptops and other devices (affiliate link).

ChrisNZL

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#2374148 12-Dec-2019 12:00

Are many accounts needing manual fix-ups?

I've been checking the service status page for 3 or 4 days now (my account says my minutes and data are "on hold", though things still work so not too bothered), still says account issues are under repair. Must be a complex issue!

Don't really fancy waiting on hold. Twitter 2degrees DM said they're aware of the issue, so 🤷‍♂️

Creator of Tallowmere. Working on Tallowmere 2.

SaltyNZ

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#2374173 12-Dec-2019 12:17

it is a significant fault, yes. I spent about two hours yesterday writing a tool for operations to use to clean up affected postpay customers. :-/

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Mahon

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#2374231 12-Dec-2019 13:21

SaltyNZ:

it is a significant fault, yes. I spent about two hours yesterday writing a tool for operations to use to clean up affected postpay customers. :-/

I assume 2 degrees sent a text to all customers advising that they may be affected. That would certainly save a lot of call centre angst.

SaltyNZ

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#2374283 12-Dec-2019 15:11

Mahon:

SaltyNZ:

it is a significant fault, yes. I spent about two hours yesterday writing a tool for operations to use to clean up affected postpay customers. :-/

I assume 2 degrees sent a text to all customers advising that they may be affected. That would certainly save a lot of call centre angst.

It depends - if a customer was cleaned up before they were likely to have noticed, then probably not, because we try to keep the spam down. Generally we do though if the clean up took a long time or was a significant amount.

I am not across the specific notifications that may or may not have been sent out for this incident. I tend to be more across the operational aspects if there are design changes that can be made by us to help. In this case, there's not; it's an undisputed bug in the software, and nothing I could change would help.

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