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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545 posts

Ultimate Geek

#547775 21-Nov-2011 11:29

Auto renew failed again. Used about $60 of casual data and now don't have enough to buy a 1GB data pack. C'mon 2degrees, if you say it autorenews, please make sure that it actually happens. So far the last three months have been;
fail,
double autorenew,
fail.

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alasta

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#547792 21-Nov-2011 11:45

wongtop: Auto renew failed again. Used about $60 of casual data and now don't have enough to buy a 1GB data pack. C'mon 2degrees, if you say it autorenews, please make sure that it actually happens. So far the last three months have been;
fail,
double autorenew,
fail.

Interesting. Mine actually renewed correctly this month, I think for the first time ever but I'll definitely keep a close eye on it next month. It will be interesting to see whether they come to the party and credit back that $60.

Unfortunately I now have a separate issue whereby my prepaid credit is being drawn down while I am in the broadband zone, as well as my data pack allowance being drawn down. 2degrees have effectively admitted that there is a fault, but after two weeks and one follow up call they still haven't confirmed that they have fixed the issue or restored my prepaid credit that they have misappropriated.

If you're a 2degrees broadband pack user then I strongly suggest that you check to ensure that they're not double dipping on your megabyte allowance and prepaid credit.

I have always had a very pleasant experience dealing with the call centre staff and I think it's great that 2degrees are expanding aggressively, but frankly these widespread systemic billing problems have dragged on for far too long.

wongtop

545 posts

Ultimate Geek

#548505 22-Nov-2011 15:46

Interesting. Mine actually renewed correctly this month, I think for the first time ever but I'll definitely keep a close eye on it next month. It will be interesting to see whether they come to the party and credit back that $60.

Happy to say that they have refunded the $60. Apparently when they corrected the double autotopup last month they mistakenly cancelled the autorenew as well. Fingers crossed for next month!

alasta

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#548604 22-Nov-2011 18:44

wongtop:

Interesting. Mine actually renewed correctly this month, I think for the first time ever but I'll definitely keep a close eye on it next month. It will be interesting to see whether they come to the party and credit back that $60.

Happy to say that they have refunded the $60. Apparently when they corrected the double autotopup last month they mistakenly cancelled the autorenew as well. Fingers crossed for next month!

It's interesting that their staff are able to enable or disable auto-renewal for a particular user. That implies that there is some back end functionality there which could allow them to implement controls for users to elect whether they want their data pack to auto renew or not.

timmmay

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#550800 28-Nov-2011 09:46

Well, I think it's f****d again. I have $20.25 credit in my account, I can see in the online service that the $20 data pack should auto renew, but I have no data available on my plan. It worked for a few minutes this morning, then it stopped. Perhaps I've used enough mobile data that there's not really enough credit for the pack to renew, and the online service is out of date.

Come on 2degrees, sort it out. I bet you're losing customers over this, because you're near losing me. Should I really have to call customer service every month?

Ironclad

28 posts

Geek

#556280 10-Dec-2011 11:44

I have a national 50mb data pack that is supposed to renew every month, for 3 months it would not renew by it's self then it worked for 3 months and this morning it took out 2 50mb national data packs.
It annoys me having to check every month that it has happened properly, it has gone wrong more times than it has gone right.

Even though my data pack has expired and my phone is on nothing happens until i check my balance, then a text arrives telling me my data pack is low, then one arrives thanking me for buying a data pack, sorry but is this really that difficult to make happen.

robjg63

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#556313 10-Dec-2011 12:44

SaltyNZ:
langers1972:

I just subscribed to 100Mb data pack and that doubled up and took $20 out of my account so it's a good job I checked. Wondering how often this happens without people noticing as it's pretty easy to sit back and assume the 2Degrees systems are working fine?

PM me your number so I can have a look.

Yep - there is a bug in their system alright!
I topped up my prepaid account with $40 last week (on the website).
I then subscribed to a $6 50mb national pack.
Well - I pressed the button to do it and the page sort of hung for nearly a minute - while I was waiting for the page to redraw I got 3 txts telling me that I had subscribed!

When the page came back it showed that I was subscribed.

I then checked my balance and it was down $12 and showed 100mb remaining (which was a double up of course).

I rang and the friendly helpdesk person said that they could see that I was sent 2 txts. (I definitely got 3 identical txts on my phone). While I wasnt too hung up on the extra $6 it thought it worth reporting as I dont like bad software!

2 days later I got a text saying please give us a rating on the job number I logged - I checked my balance and they had credited the overcharged $6 back and taken the extra 50mb off my data balance.

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

jcddcjjcd

63 posts

Master Geek

#559581 19-Dec-2011 14:14

My 50MB auto renew just doubled up. It was fine last month.
Regards,
John.

alasta

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#559618 19-Dec-2011 14:59

jcddcjjcd: My 50MB auto renew just doubled up. It was fine last month.

Me too. Frankly I'm quite disgusted that this problem is still persisting despite it being widely experienced over a period of several months.

Over the last couple of months I have wasted several hours of my time chasing up billing errors and I'm now on the verge of voting with my feet. The low pricing just isn't worth the aggravation any more.

2degreesCare

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2degrees

#559643 19-Dec-2011 15:31

jcddcjjcd: My 50MB auto renew just doubled up. It was fine last month.
Regards,
John.

Please can you PM your number so I can look into this.

Alasta, I have you number, I'll get someone to look into it this now for you.

Apologies for the inconvenience caused.

Regards
^POB

alasta

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#559677 19-Dec-2011 16:36

Thanks, POB. Not having to spend time with the call centre yet again is certainly some consolation.

pc

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#559688 19-Dec-2011 17:07

hi 2degrees

So this isn't a problem for everyone? Even if it isn't surely you know when someones got a auto renew and it didn't go though?

I rang up about the problem with my iPad about 6 months ago and got the credit but the next couple of months it took a couple of $'s when it didn't auto renew, from then on i've always manually renewed with a text the day it was due to rollover.

Is the problem actually fixable if we report it?

cheers

alasta

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#559693 19-Dec-2011 17:18

pc:
I rang up about the problem with my iPad about 6 months ago and got the credit but the next couple of months it took a couple of $'s when it didn't auto renew, from then on i've always manually renewed with a text the day it was due to rollover.

Is the problem actually fixable if we report it?

Youv'e basically echoed my thoughts. 2degrees seem to be quite responsive to resolving individual cases by crediting back funds where it's due, but they don't appear to be showing any interest in fixing the underlying problem. I find this very surprising, because their call centre must be getting bogged down by a constant avalanche of people complaining of failed or duplicated auto renewals.

2degreesCare

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#559705 19-Dec-2011 17:40

pc: hi 2degrees

So this isn't a problem for everyone? Even if it isn't surely you know when someones got a auto renew and it didn't go though?

I rang up about the problem with my iPad about 6 months ago and got the credit but the next couple of months it took a couple of $'s when it didn't auto renew, from then on i've always manually renewed with a text the day it was due to rollover.

Is the problem actually fixable if we report it?

cheers

Most customers value packs autorenew without any problems. We'll let you know when you're running low on pack data, which is great if you've got a phone and able to receive texts. We appreciate that customers using iPads or USB Modems this may cause a problem which is why we are looking into alternative ways to notify customers with these low balance messages.

A pack can fail to renew for a few reasons, lack of credit being the most common. We advise customers to check their balances in Your 2degrees and set an Auto-To-Up the day BEFORE the pack expires so you know you'll have enough credit.

^POB

pc

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#559713 19-Dec-2011 17:50

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.

cheers

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