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470 posts

Ultimate Geek

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# 261409 26-Nov-2019 10:14
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My wife went over to Australia for a week for work as she's done a few times in the past few years. The Sunday before she left, we purchased a roaming pack for her for the week she would be there as we always do. She left on Monday and came back on Friday. We've never had any issues with doing this, however this time when we got our bill, it's showing roaming data and texts being used and charged for while she was over there, and a charge for the roaming pack as well.

 

While she was there, she did receive a text on Thursday saying she was close to using all of her roaming data pack data, so she turned data off on her iPhone. The bill is showing 777.39MB of roaming data and a charge of $27.74. She's rarely gone anywhere near this amount of data in a month, let alone a week. Even if she did use that much, it would only push her to 277mb beyond her 500mb data pack allowance.

 

Has anyone else ever had this happen? It's the first time we've ever had any issues like this with 2degrees (or anyone else) and I'm not sure what my next steps are to verify this charge is accurate, or if something odd happened. Turning off the mobile data (which she didn't turn back on until Saturday when she got up) should have stopped this from happening once she got the text.

 

What are my next steps here? Any help would be greatly appreciated. Cheers


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470 posts

Ultimate Geek

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  # 2360821 26-Nov-2019 10:15
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Looking at the full bill, she's also charged for 57 roaming texts, even though texts are fully included with the roaming pack. I'm quite confused.


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  # 2360832 26-Nov-2019 10:38
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Given that roaming data is 10c/MB, your usage was 777MB of which 500MB came out of the pack, and your bill was $27.74, then there does not seem to be anything odd there. It adds up perfectly. As far as the SMS goes, note that there are two 500MB data packs, and one only includes data, no SMS.

 

 





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  # 2360837 26-Nov-2019 10:46
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@Taubin What OZ roaming pack was purchased and surely the pack was purchased on the day she flew across the ditch




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Ultimate Geek

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  # 2360838 26-Nov-2019 10:46
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We got the $20 roaming pack which covers texts, calls and 500mb of data for the week.




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Ultimate Geek

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  # 2360840 26-Nov-2019 10:49
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Linux:

 

@Taubin What OZ roaming pack was purchased and surely the pack was purchased on the day she flew across the ditch

 

 

 

 

It was purchased the day before, as she was only going to be there for 5 days. We've always purchased this pack the day before, to make sure she's covered from the time she flies out. It's the "$20 Aussie Pack"

 

This is what it lists on the site:

 

 

 

$ 20

 

 

500MB

 


 

 

Unlimited* Texts
local & to NZ

 


 

Unlimited* Calls
outgoing & incoming: local & to NZ

 


 

     

  •  

    Valid for 7 days

     

 

 

 


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  # 2360841 26-Nov-2019 10:52
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@SaltyNZ One for you


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  # 2360843 26-Nov-2019 10:54
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If you PM me your number I can check the texts, but as above I don't see anything suspicious about the data.





iPad Pro 11" + iPhone XS + 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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  # 2360844 26-Nov-2019 10:55
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This is how it's listed on the site

 

Click to see full size

 

It seems strange to be charged for the texts, and to get the text after she's gone over by 277mb of data saying she's nearly used it all. If we are at fault, we will certainly pay, it's just quite a shock to have our bill nearly doubled when when we thought we were covered by purchasing the roaming pack.

 

 

 

Edit: Corrected link to image to be the thumbnail instead of full image. Sorry.




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  # 2360845 26-Nov-2019 10:56
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SaltyNZ:

 

If you PM me your number I can check the texts, but as above I don't see anything suspicious about the data.

 

 

 

 

Thanks, I'll shoot the number over.


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  # 2360879 26-Nov-2019 11:50
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Could you send me the actual bill please? All the raw charging records indicate that the SMSes you sent were paid for out of the roaming pack except for a single premium SMS, which is not covered by the pack anyway. I want to make sure there wasn't a problem in between rating and billing.





iPad Pro 11" + iPhone XS + 2degrees 4tw!

 

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




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  # 2360881 26-Nov-2019 12:00
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Sure I'll toss it over, cheers.


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  # 2360898 26-Nov-2019 12:10
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No, that's correct - the 79c is for the premium SMS. The other texts were correctly zero-rated on the bill too. Looks fine to me. :-)





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




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Ultimate Geek

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  # 2360899 26-Nov-2019 12:13
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Thank you very much for the help, I'll have to find out what premium sms she sent while over there.


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  # 2361104 26-Nov-2019 18:37
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Not necessarily a "premium" text as such, but could be a standard text that's not normally included in the bundle; e.g. maybe she replied to an appointment reminder text or something like that?




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  # 2361107 26-Nov-2019 18:49
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Huge thanks to @SaltyNZ for helping explain the charges and what they were from. It's difficult to find on the bill that's sent out unfortunately. It was entirely due to her going over and sending some (work related) short code messages.


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