Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic
1 | 2 | 3
2992 posts

Uber Geek
+1 received by user: 829

Subscriber

  Reply # 1011377 23-Mar-2014 14:39
Send private message

iirc android 4.x lets you see a breakdown of data use(down to the specific apps over the selected timeframe and distinguishes between wifi/3g) which would make it easy to find out what caused it-if it is an android phone.


Yep!
Even going back to 2.x you can see data usage split out over each app.

1467 posts

Uber Geek
+1 received by user: 209

Subscriber

  Reply # 1011405 23-Mar-2014 15:06
2 people support this post
Send private message

SaltyNZ:
itxtme: Salty do you not think this underlines a fundamental problem with the charging for casual data?  Not saying this a 2degrees only issue, but $500 for 1GB of traffic that wasnt pre-agreed to on the casual overuse rates... How do you sleep at night?


The subtleties of pricing are not something I'm going to get into. I'm an engineer: I don't make those decisions. The prices are very clear in the terms and conditions, and customer care have been pretty fair - OP has said all but $80 of his bill has been waived. The same thing happens if you accidentally leave the hose on for three days, or the heater. It sucks, but it's life.

That said, if OP does send me through his details and a list of apps, I may be able to point him in the right direction and save him from another unexpected big bill. But I may not - we don't log the details of what applications subscribers are using unless they are under active investigation (that is, with their permission). Otherwise we just log the volume, because that's all we need for charging purposes.


Certainly wasnt a dig at you personally Salty, I respect all the work you put in around here, and like I said its the same for all networks not just 2degrees. 

I am pleased you brought up the examples of leaving the water running, or leaving the heater on.  I wasnt aware that power companies or councils increased the price per unit by 2500% when you left them on.  I dont thinks thats fair, and would love to know how telcos can justify that.


 
 
 
 


2000 posts

Uber Geek
+1 received by user: 207

Trusted

  Reply # 1011408 23-Mar-2014 15:13
Send private message

isaiahp: I have spend control now set to $1.

Even my phone says under 'data usage' that i have only used around 300mb of data in the last month and I have a data warning (set by my phone) at 1gb which never alerted me??? 
Nothing adds up. If i was to use 2gb of data wouldnt it say under my data usage thats how much i've used? I know its not 100% accurate but that's a big difference to have 2 whole gigabytes of data run out of my phone without any trace.


I checked each app and youtube used the most with 144mb then instagram with 80mb, then a bunch of other apps used small amounts.


I'm using a samsung s3. I have no icloud or any cloud storage backup. 

Just to clarify this has never happened before.



Ok, so have you tried telling them that?




2296 posts

Uber Geek
+1 received by user: 380


  Reply # 1011414 23-Mar-2014 15:28
Send private message

$600 for 2GB is crazy though.
Fair enough - buy it in advance or on a plan it should be much cheaper - but $600 for 'casual' use?

 

If you were on a $19 prepay plan you would get 500mb.
So $80 is roughly 4x$19 - so maybe thats a 'reasonable' charge - assuming your account has actually consumed it - but $600?




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

509 posts

Ultimate Geek
+1 received by user: 155
Inactive user


  Reply # 1011466 23-Mar-2014 19:20
Send private message

robjg63: $600 for 2GB is crazy though.
Fair enough - buy it in advance or on a plan it should be much cheaper - but $600 for 'casual' use?


If you were on a $19 prepay plan you would get 500mb.
So $80 is roughly 4x$19 - so maybe thats a 'reasonable' charge - assuming your account has actually consumed it - but $600?


Yes, it is crazy, I agree, Telco's doing this are ethically wrong. Not that a business has to subscribe to ethics in a legal sense but it's still ethically wrong. 2GB of data on the wrong plan does not cost 2 degrees any more money than 2gb of data on the right plan.

Telco's have done this sort of thing for a while with overseas roaming, several people I know including my own company were "caught" by massive bills when returning from overseas. Technically and legally VFNZ and VFAU are in fact different companies but, perhaps coincidentally those companies just happen to have the exact same branding, policies and shareholdings. However, despite this, they just can't seem to avoid the temptation to capitalise on the technicality by charging massive international fees to each other, which the customer has to pay. No doubt it's a good income stream and arguably quite "tricky" but representatives of these companies, (who I am quite aware do not make these decisions), still fail to recognise that these policies cause people to feel like they are being shafted.

The devices that telco's sell to users and the Apps they run, especially if they haven't been connected for a while ,can and do use lots of data. Having massively inflated prices for accidental data usage is unethical.

The reason this aggravates me so much is in 2010 I was given a bill for $1950, nearly $1000 for data used overseas (sydney) over the course of 3 days. The data was menial, 20 or so emails, one having a 5mb attachment, a few facebook updates and 30 minutes of sydney phone calls. My protests at the time, which took me a long time to detail, fell on surprisingly deaf and unsympathetic ears, the local sales manager was only interested in helping me solve the problem if I transferred some of our existing connections with another telco - over to his telco.
Personally I had had enough of this. I wanted to be treated like a human not an ongoing sales opportunity with a short memory, so I couriered them a basket of crackers and cheese and thanked them for their services over the years, enclosed was also a cheque for early termination fees on 23 connections and I also moved another 17 out of contract connections from my partners company to another provider, for some reason they didn't ever thank me for the basket of goodies which is why I can say they don't have any ethics :)

I realise you probably don't have a lot of connections to use as leverage so If I were you (OP) I'd do one of two things, I'd either take the first offer and choose to be happy with it,
or
I'd go to the media , NOT because I think people should run to the media every 5 minutes with all their laundry, but because companies with policies that extort users for unbudgeted and accidental data usage (I use the word extort because they are charging a magnitudinally higher rate for something that has already been consumed leaving the user with no choice but to pay) should have their policies exposed to the generally honest and unwitting NZ public. For the very same reasons we expose fraudsters, confidence tricksters and corruption as unethical practices we should expose companies that have policies that are "traps" to average people.



28 posts

Geek


  Reply # 1011618 24-Mar-2014 09:48
Send private message

I've broken down the data usage on each app and nothing even comes close to 2gb.
Not even in the last month. Let alone in 2 hours. 

Even if they were able to tell me how the data was used then i would be more inclined to pay for it.  But the fact that this data has just disappeared with no trace it makes no sense.

"I am pleased you brought up the examples of leaving the water running, or leaving the heater on.  I wasnt aware that power companies or councils increased the price per unit by 2500% when you left them on.  I dont thinks thats fair, and would love to know how telcos can justify that." - itxtme.

 

^That is gold.

4 posts

Wannabe Geek


  Reply # 1011626 24-Mar-2014 10:17
Send private message

My husband's Samsung S4 did the same thing a couple of weeks ago - although luckily for us it didn't cost that much.
It was going through data during the night when we were asleep even though the phone was connected to our wifi. After numerous hours going through the phone I finally found that the problem was that the phone ws trying to sync to the Samsung account but it had lost the password. As soon as I put in the password and did sync now the problem stopped. Now the phone is using 3MB in about 3 days instead of 2 gb in a few hours.

3828 posts

Uber Geek
+1 received by user: 1422

Trusted
Subscriber

  Reply # 1011646 24-Mar-2014 10:46
One person supports this post
Send private message

isaiahp: 

Even if they were able to tell me how the data was used then i would be more inclined to pay for it.  


You would be happy for us to trace and log your every action, no matter how private? We can't even if we want to. For one thing, that's a lot of storage. More importantly we are barred by law from storing any privacy-sensitive information that is not required in order to provide the service. The only information we require to provide the service is the volume.

Note that there are a few exceptions for the purposes of legal interception, but that's not one of them (at the moment).




iPad Air + iPhone SE + 2degrees 4tw!

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


3022 posts

Uber Geek
+1 received by user: 808


  Reply # 1011649 24-Mar-2014 10:54
Send private message

SaltyNZ:
itxtme: Salty do you not think this underlines a fundamental problem with the charging for casual data?  Not saying this a 2degrees only issue, but $500 for 1GB of traffic that wasnt pre-agreed to on the casual overuse rates... How do you sleep at night?


The subtleties of pricing are not something I'm going to get into. I'm an engineer: I don't make those decisions. The prices are very clear in the terms and conditions, and customer care have been pretty fair - OP has said all but $80 of his bill has been waived. The same thing happens if you accidentally leave the hose on for three days, or the heater. It sucks, but it's life.

That said, if OP does send me through his details and a list of apps, I may be able to point him in the right direction and save him from another unexpected big bill. But I may not - we don't log the details of what applications subscribers are using unless they are under active investigation (that is, with their permission). Otherwise we just log the volume, because that's all we need for charging purposes.


A week of usage at $300/hour is 50k.  That doesn't just 'suck'.

Telcos/ISP's are regularly in the media for excessive bills. So, why don't they apply a block when data limit is exceeded.  I'd like that.  

Telco's don't because then they can't get $300/hour from unsuspecting customers. There really is no excuse from the telcos that this is still happening. 



35 posts

Geek
+1 received by user: 11


  Reply # 1011805 24-Mar-2014 14:37
One person supports this post

surfisup1000:A week of usage at $300/hour is 50k.  That doesn't just 'suck'.

Telcos/ISP's are regularly in the media for excessive bills. So, why don't they apply a block when data limit is exceeded.  I'd like that.  

Telco's don't because then they can't get $300/hour from unsuspecting customers. There really is no excuse from the telcos that this is still happening.

But the telcos do have data control/block. 2Degrees has Spend Control, Telecom has Data Cap, Vodafone has Flexi Data (that's Postpay). On prepay you have Skinny that has casual rate off by default and Vodafone that has PrepayData rate plan and PrepaySmart with $19 Prepay4G addon, all with casual rate turned off.

3022 posts

Uber Geek
+1 received by user: 808


  Reply # 1011814 24-Mar-2014 14:49
Send private message

kieran21:
surfisup1000:A week of usage at $300/hour is 50k.  That doesn't just 'suck'.

Telcos/ISP's are regularly in the media for excessive bills. So, why don't they apply a block when data limit is exceeded.  I'd like that.  

Telco's don't because then they can't get $300/hour from unsuspecting customers. There really is no excuse from the telcos that this is still happening.

But the telcos do have data control/block. 2Degrees has Spend Control, Telecom has Data Cap, Vodafone has Flexi Data (that's Postpay). On prepay you have Skinny that has casual rate off by default and Vodafone that has PrepayData rate plan and PrepaySmart with $19 Prepay4G addon, all with casual rate turned off.


Hey cool :)

 


I never heard of any of these. 

Maybe they should all be on by default and this type of story will be history. 

 

I'm going to investigate the telecom options this week!!!

Cheers for that. 

1354 posts

Uber Geek
+1 received by user: 202

Trusted
2degrees

  Reply # 1011822 24-Mar-2014 14:57
Send private message

Thank you for your feedback guys.

We try to let customers know by text when they're running low but if they go over the 'low balance' trigger point and 'into the red' the text may not be received till it's too late and the customer is being charged casual rates.  

To the OP please can you PM me your number plus name and address for authentication so I can look into how this was handled and why it was converted into $80. 

To help prevent this happening we strongly advise Pay Monthly customers to set Spend Control to an amount that's inside their budget plus advise them to check their usage and balances regularly.  Customers have a number of options open to them to do this -

Your 2degrees
Mobile app
*100# Menu

You can also call 200 or 0800 022022 24/7 365 days a year.

Here's more info on managing your data.

Cheers
^POB


1354 posts

Uber Geek
+1 received by user: 202

Trusted
2degrees

  Reply # 1011940 24-Mar-2014 16:51
One person supports this post
Send private message

Just to let you know we'll be introducing Worry Free Data in April that should eradicate this issue. 

Cheers
^POB

3504 posts

Uber Geek
+1 received by user: 1587

Subscriber

  Reply # 1011954 24-Mar-2014 17:03
Send private message

2DegreesCare: Just to let you know we'll be introducing Worry Free Data in April that should eradicate this issue. 

Cheers
^POB

Please forgive the silly question - why can't you introduce it sooner?




Sideface


3828 posts

Uber Geek
+1 received by user: 1422

Trusted
Subscriber

  Reply # 1011978 24-Mar-2014 18:02
Send private message

Sideface:
2DegreesCare: Just to let you know we'll be introducing Worry Free Data in April that should eradicate this issue. 

Cheers
^POB

Please forgive the silly question - why can't you introduce it sooner?


We have a lot of moving parts to update, so these things have to go schedules.




iPad Air + iPhone SE + 2degrees 4tw!

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


1 | 2 | 3
Filter this topic showing only the reply marked as answer View this topic in a long page with up to 500 replies per page Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Behind Spark’s slow-burn 4.5G plan
Posted 26-Jun-2017 16:23


Red Hat unveils production-ready open source hyperconverged infrastructure
Posted 23-Jun-2017 22:10


Whatever ailed Vodafone broadband … seems to be fixed
Posted 23-Jun-2017 14:10


VMware NSX Meets Stringent Government Security Standards with Common Criteria Certification
Posted 22-Jun-2017 19:05


Brother launches next-generation colour laser printers and all-in- ones for business
Posted 22-Jun-2017 18:56


Intel and IOC announce partnership
Posted 22-Jun-2017 18:50


Samsung Galaxy Tab S3: Best Android tablet
Posted 21-Jun-2017 12:05


Wellington-based company helping secure Microsoft browsers
Posted 20-Jun-2017 20:51


Endace delivers high performance with new 1/10/40 Gbps packet capture card
Posted 20-Jun-2017 20:50


You can now integrate SMX security into Microsoft Office 365, Google and other cloud email platforms
Posted 20-Jun-2017 20:47


Ravensdown launches new decision-making tool HawkEye
Posted 19-Jun-2017 15:38


Spark planning to take on direct management of all consumer stores
Posted 19-Jun-2017 10:03


Qrious acquires Ubiquity
Posted 14-Jun-2017 12:21


Spark New Zealand prepares for 5G with Nokia
Posted 14-Jun-2017 12:16


The future-proof 10.5-inch iPad Pro
Posted 13-Jun-2017 18:16



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.