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sidefx

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#116060 17-Apr-2013 08:07
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I had a bit of a shock this morning:

It's approaching the end of my billing\data cycle with snap.   We have 135GB (grandfather plan with a promo add-on + 100GB add on) to play with monthly, which is usually plenty, but this month I noticed it was getting quite close a few days ago. So I set all download\uploads to a schedule between 1:15am and 6:45am.  This seemed to work fine and reduced the household consumption to an acceptable rate - I kept an eye on it and it looked like we would be fine to the end of the month.  

This morning though I get an email that we're over our data cap and overage charges will apply. When I log in to check how much it's a good 23GB which is a bit of a shock and according to snap FAQs will cost a good $40?  When I look at the usage it seems that as soon as you hit your data cap it starts counting what should be free data from 1am-7am as overage data.

So a couple of questions for snap:

1) Should 1am - 7am data be charged when you hit your cap? The wording when I log into my account at the top is just "You currently have unlimited data between 1am and 7am."

2) If I change from a 100GB add-on to a 250GB add-on and select the "apply now" option, will I still need to pay the overage charges?




"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman


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NonprayingMantis
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  #800693 17-Apr-2013 08:50
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The unlimited nights only applies when you have a data pack.

If you have the 100GB pack, and use it all up, then possibly Snap define that as no longer 'active', and therefore you no longer qualify for unlimited nights.


solution (if this is the case): buy a new pack

sidefx

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  #800719 17-Apr-2013 09:37
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I have purchased a 100GB pack. I can't see any reference to the unlimited nights only applying while I have data left on the pack - Just that you get unlimited nights once you purchase a data pack. The wording when they originally released it was:


"Better yet, if you purchase an additional data pack then data usage nights between 1am and 7am is unmetered"




Also this in their support section:


Once you exceed your data cap your connection will be slowed down to dialup speed (64kbs) for the rest of the month, there are no excess charges so there is nothing to worry about.



So why didn't they throttle my connection which I also would have expected?




"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman


 
 
 
 


RalphFromSnap
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  #800732 17-Apr-2013 09:56
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Hi Simon, could you please PM us your username and or customer number so we can check into this a bit further.

Cheers ^AL




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Noodles
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  #800743 17-Apr-2013 10:09
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I also saw a problem with the unlimited nights last night. I will send a PM with my username as well.

sidefx

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  #800856 17-Apr-2013 11:59
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Thanks Allan, PM sent




"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman


Noodles
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  #801316 18-Apr-2013 09:03
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It seems that Snap has fixed this on my account (although they never replied to my PM).

sidefx

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  #803956 22-Apr-2013 21:39
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All good now - apparently there was an issue with their data accounting which has now been sorted. Once again I'm well impressed by the professionalism and most importantly the response and follow-up from the folk at snap.




"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman


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