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405 posts

Ultimate Geek
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Topic # 223435 29-Sep-2017 10:37
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I've been a very happy 2 degrees customer for the past 2 years.  

 

I had an account with family share, sharing my data with my two kids.  And all was happy.

 

Now, I am not so happy...

 

I just upgraded my phone to the s8 in June or july (can't remember exactly which J month) and at the time, they were running a promotion to upgrade the kids accounts for extra $5 a month to their own Freedom accounts.  Which would mean no more data sharing yey.  I made sure on the kids phones with family share, that they had data limits set up so no one was hogging data and that worked well for 2 years, no issues.  Although sometimes son would use a bit more than I or his sister would have liked.  But I only ever had to do a data addon in emergencies a few times.  With him having his own Freedom account, I said, once you run out of data, that is it, you have to wait for it to renew on the 4th of the month.  So if he uses it all on day one, he has to wait approx 30 days for more data.

 

I am on a 2.5gb a month plan (was previously on $5gb plan when on familyshare)  and now the kids are on their own 2.5gb plans - so 7.5gb per month of data - which is way more data than the past 2 years.

 

Fast forward a couple of months.  This might be long, my apologies in advance.  But it is to help you understand.

 

I am out and about and get a text notification that I am out of data -   I open up my browser and sure enough it loads the 2d page saying I am out of mobile data and need an addon pack.  I found this weird as I had about 6gb of carryover data when I changed from family share, as I hardly use data and am almost always on my home wifi and work wifi and all my apps on my phone always only update on Wifi - and when I checked my mobile usage on my device it said I had only used 206mb from 4th sept (the start of my mobile data anniversay) to the current.  I top up anyway as I needed to access my bank app to transfer money from my savings to buy food.

 

When I got home, I discovered by logging into 2degress I had my 1gb topup and data of close to 2gb so immediately phoned 2 degrees to find out why I was forced to buy an addon pack as I had data.  She said, yes I can see you had data and I don't know why - and she put me on hold to investigate.  When she gets back to me she says there was a glitch on my account and apoligiese and reversed the addon top up and the charge...so they refunded me my $20 and took back the 1gb.  I didnt' question my data usage at the time, as I didn't even know I had used as much as they are telling me my phone has used.....but

 

Then a few days later, I am out of data again and I know I have not used what was left of my data.

 

So I do a bit of checking with the mobile data usage and I am using mobile data when I am at home and asleep in the middle of the night.

 

Now just in case you want to ask, there are no mobile hot spots turned on on my phone.  And my brand new expensive Asus modem (that I bought for parental controls) is functioning with no drop outs.  I know it is not dropping out cuz if it did the kids would be on me about their games disconnecting and lag.

 

So this lead me to do more checking.  Just to give you an understanding of my home network.  I have parental controls turned on so during the week, at 11pm my son and my homestay mobile devices/computers shut off (weekends it is midnight).  They are still connected to modem, but they get no internet traffic, it blocks it.  

 

Most times the mobile usage corresponds just after 11pm, when my son has to physically turn wifi off and switch to mobile data.  

 

I am blissfully sleeping with my phone that is still connected to wifi as my device is the only one with no parental controls.  Occasionally (but very rarely) I am up late streaming to chromecast, which can only cast over wifi, not mobile data.  But most of the times past 11pm, were work nights and I know I was asleep.  

 

So knowing that my son has been using mobile data, I checked his mobile usage through the 2d website.  He had no mobile data usage since Sept 18th, yet he has been using mobile data, as he was not using home wifi network.  

 

So that leads me to believe, there is still a glitch on my account - somehow the 2d system is still family sharing to my sons number from my data pool (this was also the last number to be added to the new Freedom account) and connected on to my account as I am paying for my childrens accounts.

 

My s8 is telling me I have used this much mobile data the last 3 months.  Which at the start of that period and with the account change, I had about 6gb of carryover data, plus each month 2.5gb of new data added to that.

 

4 Jul -3Aug – 172MB

 

4 Aug – 4 Sep – 537MB

 

 4 Sep – Current 206MB

 

 

 

2d have said I have used 14gb of mobile data.  Nope, no I haven't, but if my sons mobile number was still linked to my number somehow, then yes, yes we may have used that amount of data, but me personally, on my number I don't use that data.  I have facebook, email and mobile banking I use when not on wifi and that does not use a lot of data and I have no changed my usage.  I do not play mobile games on my phone or have any installed.  I uninstalled them all before I upgraded my phone to make the process of upgrading quicker.

 

My sons stupid lil phone does not have great reporting like the samsung, but there are days he is using over 1gb streaming Youtube etc.

 

My account is set to renew on 4th Octover, and I have mobile data turned off on my device to see what is going to happen next month.  I have requested 2d to investigate as I highly believe it is my sons device using all the data - who's data has he been using since the 18th? - mine! And as soon as mine ran out on the 22nd September, at the same time, he comes complaining there is no mobile data, yet, he has been using it since 18th (when his orginally ran out) to the 22nd - yet it is not showing on his data usage on 2d website with his telephone.  No usage since the 18th when his ran out for his number.

 

 

 

I hope this makes sense to someone as the Customer Service staff at 2d do not seem to understand.  I've asked twice now for technical engineer to look into my account, surely they can get mac address or ip of devices using data each time (not sure if that was trackable on family share though as data usage was lumped into the one report, but I am not sure what 2d can see on their backend)

 

 

 

I'm just so frustrated!

 

 

 

 





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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  Reply # 1874589 29-Sep-2017 10:55
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It certainly does sound as if either or both of child accounts are still attached to yours. Tier 2 customer care and up can look directly into the charging system to see whether they are still attached or not, but even tier 1 customer care should be able to see the call records showing shared usage, if there was any.

 

The issue is probably that Siebel is wrong and thinks sharing has been turned off when it hasn't. POB will probably see this thread some time today, but otherwise it needs to be escalated to at least the next level of customer care.

 

 

 

 





iPad Air + iPhone SE + 2degrees 4tw!

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




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Ultimate Geek
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  Reply # 1874638 29-Sep-2017 12:19
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Thanks for your reply Salty.

 

The last two replies from 2d Customer services keep saying it is my phone (doing my head in and I have asked to escalate it to next level with technical engineer twice, but not heard anything from a engineer.)  

 

But yes I still feel something in their system is still telling it to share data with my sons phone number.  Hes 16 and a data hog. 

 

 





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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Ultimate Geek
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  Reply # 1874784 29-Sep-2017 14:24
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Weird I just got this text from 2d...WTF im not sharing data they were supposed to turn family share off when I switched the kids over to their own Freedom accounts that was the whole point no family share anymore.

 

 

 

Why are these texts suddenly coming to me out of the blue?

 

 

 

 

 

 

 





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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Ultimate Geek
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  Reply # 1874785 29-Sep-2017 14:25
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ps excuse my abbreviated french





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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  Reply # 1874799 29-Sep-2017 14:52
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Hi Kiwipearls,

 

Can you please message us here with the numbers involved, their respective 4 digit account PINs, as well as how they should be all set up, and we'll be happy to review everything and make sure it's all set up correctly and working as it should for you. 

 

Thanks,

 

Ralph ^JOB




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Ultimate Geek
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  Reply # 1874877 29-Sep-2017 17:10
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Hi Ralph,

 

 

 

I just PM'd with the open support ticket number.

 

 

 

Angela





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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Ultimate Geek
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  Reply # 1877411 4-Oct-2017 18:59
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Still not reply in regards to my issue from 2d.  I am very disheartened now.

 

 

 

I'm too afraid for my son to use his data (and I've turned mine off), as soon as he has used his 2.5gb though, 2d is still telling the system to share my data with his phone.

 

 

 

I would love an answer from 2d about this and a sign of good faith, because this was not my mistake, 2d upgraded us from family share to the kids accounts, 2d was supposed to remove the family share from my account.

 

 

 

 

 

 





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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405 posts

Ultimate Geek
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  Reply # 1878130 5-Oct-2017 21:07
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Just got my bill and it has this on it - I should not be sharing data as the whole point of the kids having their own freedom account was to not share data anymore.

 

Grrr

 

 

 Also what does this mean?  Our  Freedom plan accounts come with 2.5gb of rollover data each month are we supposed to be getting an extra 2gb each month, because if so it didn't happen this month?  It's listed under each telephone number - Mine, my sons, and my daughters.

 

  

 

Plus they were supposed to remove the $20 charge for the data pack that I bought and they took the 1GB back instanty, but have still billed me.

 

I'm getting close to switching companies after all this huha.





"In the real world as in dreams, nothing is quite what it seems" - The Book of Counted Sorrows





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  Reply # 1878135 5-Oct-2017 21:20
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Have you called for an update on the official ticket number?

 

Linux


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  Reply # 1878189 5-Oct-2017 22:28
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Have a look under Plans and Recurring charges, the billing period for Shared Data was 04/09/2017 - 22/09/2017 which means it's stopped around the 22nd.
If it wasn't stopped you'd have seen it show the period 04/09/2017 to 03/10/2017 (a full billing month). 

 

The 2GB data bonus will come on a different date so you might not see it when the 2.5GB for the plan applies, mine comes on the date I signed up to the plan so it's a day or two before the billing cycle starts (or from the other perspective, at the end of the billing month). 
Login on the 2degrees site and go to the bills section, look for the latest months line and you'll be able to download a PDF or a CSV, get the CSV and open it in Excel. You'll see the free 2GB listed in there and it'll show the date it was added. 
I don't know how this looks with multiple connections on one account, but I imagine you'd probably see a 2GB free line for each of the other numbers?

 

With the 1GB data pack refund, if you look on one of the earlier pages you should see a credit if they credited you for this on or before 03/10/2017. 

 

 

 

I'd deffo suggest calling in about this, it's easier to talk this out on the phone and the agents could look at the notes to see if the support ticket had any updates as well. 
And if you can't find the above credit that could be found and made sure it's applied. 


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  Reply # 1878229 6-Oct-2017 01:36
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Check in settings > connections > Wifi > advanced, and make sure "smart network switch is off.

 

Also check in Settings > connections > more connection settings, and make sure "download booster" is off.

 

As both of those can use mobile data even when you have Wifi.






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Master Geek
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  Reply # 1881806 11-Oct-2017 10:30
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It has always seemed odd to me that once you have put in a data share, nowhere can you see the numbers you have shared with, and all interaction on data share has to be done through the sms interface. Was probably the easiest way to do it originally, but time has moved on.

 

I would have thought it is something that should be added to the user web interface (say in Add Ons) as it seems that you can do most other things like in the 2Degree website.


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  Reply # 1881843 11-Oct-2017 11:24
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MartinGZ:

 

It has always seemed odd to me that once you have put in a data share, nowhere can you see the numbers you have shared with, and all interaction on data share has to be done through the sms interface. Was probably the easiest way to do it originally, but time has moved on.

 

I would have thought it is something that should be added to the user web interface (say in Add Ons) as it seems that you can do most other things like in the 2Degree website.

 

 

I agree. I got a new SIM today for the purpose of data sharing to a Wifi hotspot. I was a bit confused when I couldn't find any reference to it on My 2degrees. Eventually after a good look on the website I cottoned on to the fact it can only be managed via SMS. I thought it was odd too. Would be good for the web interface to have a way to see and manage the data share settings. But then again ever since the made the switch the web interface has been pretty lacking in features.

 

Hope the OP's matter is resolved soon. Definitely sounds like a glitch somewhere and also likely only 2degrees staff can actually find out what the problem is and fix it. :(


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