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adw



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Topic # 239692 30-Jul-2018 19:08
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I have a 2Degrees prepay that I don't use very often.  When I turned it on recently it ate $40 worth of credit very quickly.  I thought my account couldn't recharge without me confirming and when I contacted them about it they said that they'd had a fault but refused with their system but refused to refund the money.  When I pursued it they said it wasn't set up like that - which all seems rather strange.  When I asked them why it had consumed so much all they could say was that data had been used (not very helpful and thank goodness my phone is usually off).  Has anyone else had problems please?  Thanks.


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  Reply # 2065159 30-Jul-2018 19:10
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@adw What type of phone are you using? I bet a Smart phone that uses data in the background

John

Edit: The only customers that have this issue are the ones that don't turn off mobile data when they are only using casual rates at 50 cents per MB




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  Reply # 2065164 30-Jul-2018 19:16
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Most phones have data use tracking. You should be able to check what has used data and how much.

I'd suggest you're better off turning the phone on more often, specifically when wifi can be used for synchronisation and updates.




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  Reply # 2065171 30-Jul-2018 19:24
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I thought they had removed casual data? The phone should tell you where data use has happened and if that agrees with 2degrees then nothing wrong. If the phone has been off for a long time there could have been a system or many app updates which at a non plan rate would easily cost that much to download.





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  Reply # 2065172 30-Jul-2018 19:24
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If this is a smartphone then you should turn off mobile data. Paying casual rates will quickly go through any balance at no fault of the operator.





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  Reply # 2065174 30-Jul-2018 19:28
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Linux: @adw What type of phone are you using? I bet a Smart phone that uses data in the background

John

Edit: The only customers that have this issue are the ones that don't turn off mobile data when they are only using casual rates at 50 cents per MB

 

 

 

Thanks.  I should have mentioned this is a blip $20 usually lasts for ages - it's never behaved like it before.  It is an older Smartphone used usually for the odd call, so I don't think it is a background issue.


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  Reply # 2065176 30-Jul-2018 19:30
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andrewNZ: Most phones have data use tracking. You should be able to check what has used data and how much.

I'd suggest you're better off turning the phone on more often, specifically when wifi can be used for synchronisation and updates.

 

 

 

Thanks, I'll look into that.  This just reinforces my 'leave it off and it can't cause any problems theory'...  Cheers.


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  Reply # 2065177 30-Jul-2018 19:33
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What make and model of older Smart phone?

No need to leave the phone off all the time just go into settings and turn off mobile data

John




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  Reply # 2065178 30-Jul-2018 19:33
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freitasm:

 

If this is a smartphone then you should turn off mobile data. Paying casual rates will quickly go through any balance at no fault of the operator.

 

 

 

 

Thanks, I'm fairly sure it was turned off as it doesn't normally behave this way.  My concern is that they gave two different answers, the first saying they had had a problem, the second that they hadn't.  Cheers.


adw



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  Reply # 2065180 30-Jul-2018 19:34
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richms:

 

I thought they had removed casual data? The phone should tell you where data use has happened and if that agrees with 2degrees then nothing wrong. If the phone has been off for a long time there could have been a system or many app updates which at a non plan rate would easily cost that much to download.

 

 

 

 

Thanks, I'll check but it's never done it before.  Cheers


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  Reply # 2065285 30-Jul-2018 20:58
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richms:

 

I thought they had removed casual data?

 

 

 

 

You can; the easiest way to do so is to register for Data Clock. You don't need to buy anything - you could uninstall the app afterwards if you wanted - but once you register, then casual data is turned off.





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


adw



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  Reply # 2067413 3-Aug-2018 12:12
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Linux: What make and model of older Smart phone?

No need to leave the phone off all the time just go into settings and turn off mobile data

John

 

It's an older unbranded generic phone.  I only use it in an emergency.  Data was meant to be off and confirming a top up was meant to be on.  I've transferred the card to another phone but once the credit has gone probably won't be using 2Degrees again.  Their response wasn't what I consider helpful (or professional) - but then NZ Telecos aren't known for customer service.


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  Reply # 2067426 3-Aug-2018 12:30
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adw:

 

Linux: What make and model of older Smart phone?

No need to leave the phone off all the time just go into settings and turn off mobile data

John

 

It's an older unbranded generic phone.  I only use it in an emergency.  Data was meant to be off and confirming a top up was meant to be on.  I've transferred the card to another phone but once the credit has gone probably won't be using 2Degrees again.  Their response wasn't what I consider helpful (or professional) - but then NZ Telecos aren't known for customer service.

 

 

@adw Not sure what sort of response you are expecting when using an unbranded generic phone clearly not purchased from 2degrees

 

Can't blame the carrier here they did not force you to put the SIM into the handset they have zero control over

 

John





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  Reply # 2067456 3-Aug-2018 13:36
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Linux:

 

adw:

 

Linux: What make and model of older Smart phone?

No need to leave the phone off all the time just go into settings and turn off mobile data

John

 

It's an older unbranded generic phone.  I only use it in an emergency.  Data was meant to be off and confirming a top up was meant to be on.  I've transferred the card to another phone but once the credit has gone probably won't be using 2Degrees again.  Their response wasn't what I consider helpful (or professional) - but then NZ Telecos aren't known for customer service.

 

 

@adw Not sure what sort of response you are expecting when using an unbranded generic phone clearly not purchased from 2degrees

 

Can't blame the carrier here they did not force you to put the SIM into the handset they have zero control over

 

John

 

 

 

 

Call me old fashioned John but I think if a company offers a service, then it's fair to expect a certain level of service. It's certainly not a condition of service to use a 2Degrees phone.


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  Reply # 2067480 3-Aug-2018 14:40
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Leave 2degrees. Problem fixed.


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Reply # 2067494 3-Aug-2018 15:08
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MichaelNZ:

 

Leave 2degrees. Problem fixed.

 

 

@MichaelNZ What a useless response when the mobile phone is still going to use mobile data no matter what carriers SIM is in the same handset unless you know a mobile carrier that does not charge for mobile data then please tell us all

 

John 





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