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56 posts

Master Geek
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Topic # 84275 28-May-2011 00:25
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Hi all,

I wanted to make you all aware of an issue I've discovered in regards to the National Data packs. Essentially you can end up getting (invisibly) charged for data even when 2Degrees is telling you have National data remaining.

Specifically, I got the warning last Friday (20th) that my data pack was running low. On Tuesday it tried for auto-renewal but it failed because I had a lot less money in my account than I thought - which was a real surprise when I got that text!

Where had my money gone I thought? I still had National Data showing in my balance, but somehow I was certain I had a lot less credit than I should've. So straight to the "Your Usage" section of 2Degrees where I soon calculated that over $11 of credit had vanished at some point between 20th April (my last topup, and I had the text on my phone telling my balance at that point) and now.

During this time I'd always had a 50mb national data pack on my phone, in fact, I'd gone through almost 2. So at no time had I been without a data pack. I was almost through my 2nd pack but I still had some Mb of National Data showing in my balance.

The missing $ just didn't make sense, so I emailed 2Degrees on Tuesday night (still awaiting response) and figured it was just some error somewhere.

However today (Friday) I realised my balance was still going down way too fast - there was now another $3 or so missing between Tuesday night and Friday morning.

Some quick tests soon revealed that although I still had 1.08Mb of National data showing on my phone / Your2Degrees as at Friday morning (27th), whenever I used data on my phone :


  • my national data balance was not changing

  • my $ balance was decreasing rapidly with every little blip of data used


In other words, even though it should've been drawing on my data balance, it was drawing on my $ balance instead.

I have no idea exactly when this started. My theory is it started last Friday when I got the "your data is running low" text, however the Your Usage section isn't showing any data usage for this week yet. (Surely it should be? I checked my gf's and there was nothing showing there either).

Suffice to say it's a bit of a trap and a great way to rapidly run out of credit.

The "fix" seemed to be to buy another data pack, because when I did that it started drawing on data again instead of my balance. But obviously, you shouldn't have to do this.

And it's quite a trap because (I guess) as my data balance wasn't decreasing, when I did top up again the auto-renewal for the National data pack didn't happen automatically like it's supposed to so I kept getting these invisible charges. (To be honest, the auto-renewal seems a bit hit or miss at times).

My argument isn't that I didn't use the data - I'm sure I did - but if your provider tells you you still have data in credit, then you should expect to be charged as such, and not lose $14 or so.

Ant

*N.b. I mention that the charges are invisible only because they are not visible on the Your Usage section, which appears to be at least a week behind - something that has made it much more difficult to figure out what's happening. I'm not implying any deliberate hidden charging.

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  Reply # 475033 28-May-2011 07:02
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PM me your number and I will check in Monday. We've had national data packs for over a year now without any problems so I would be surprised to find that that was really the issue.




iPad Air + iPhone SE + 2degrees 4tw!

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


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  Reply # 475034 28-May-2011 07:23
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I am on pay monthly and noticed that I incurred a 6cents data charge, while it is not worth pursuing 6 cents I had a 1gb data pack and then my std 50mb (which I did not fully consume) so effectively had "free" data so should not have incurred additional cost by my logic either?

 
 
 
 


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  Reply # 475045 28-May-2011 08:41
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every now and then i scrutinized my usage. no discrepancies/suspicious charge put onto my account so far.

i normally use national data packs except for when i am in wellington or auckland. so far,i have never been charged inappropriately. national data pack was charged up after my quota for mobile broadband data packs was used up.

i also use 2degrees widget (not official app), it is a great tool to monitor my national data packs.





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2degrees

  Reply # 475075 28-May-2011 11:38
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Hi, please PM me or Salty and we're look into this.

To keep a check on your Pay Monthly data balances dial *100*4*3#.

If you have a Nat Pack, we'll use that first, then your inclusive plan data, then cash.

We'll check this out on Monday for you.

^POB



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Master Geek
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  Reply # 475079 28-May-2011 11:56
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SaltyNZ: PM me your number and I will check in Monday. We've had national data packs for over a year now without any problems so I would be surprised to find that that was really the issue.


Cheers Salty ... have pm'd you with number and some screen shots ... :) 

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  Reply # 475081 28-May-2011 12:04
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OK, I think I can see what has happened here. We have an unfortunate convergence of circumstances.

Firstly there were some problems with the system this week which would have prevented it updating the flag that said you wanted a data pack autopurchased, so it was probably not set. However there is no stored history on this so it's also possible that it just didn't work when it tried, possibly because of the next thing.

Inside the system each instance of a data session is handled separately, and reserves credit (in the general sense - this could include minutes, data, whatever) separately for each instance.

I think what has happened is that you had a session open, which had 1MB of data pack reserved (data reservations are 1MB in size). There was some planned work on that night; we normally lock everyone out and allow their sessions to die properly before proceeding but it's possible yours didn't and the session remained open in the IN.

Later, when the system was available again, your phone started a new (second) data session and started chewing credit. The old was still stuck. They timeout in about a day so at some point that extra 1MB will be freed up and you can use it again.

The balance check does not take reserved credit into account, hence it showed 1MB "available" even though it actually was not.

By purchasing a new pack later the system noted it and began to use it at the next reservation commit to database.

This kind of thing happens extremely rarely, but even something that has only a 1:100,000 chance of occurring is virtually certain to happen when there are 100,000 chances for it. I think you were just very unlucky, sorry. :-(

I'll get someone to refund you some credit.

Cheers
S




iPad Air + iPhone SE + 2degrees 4tw!

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


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  Reply # 475115 28-May-2011 13:29
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Salty - I don't have any immediate interest in this particular issue but I just wanted to congratulate you on such a detailed and honest response, especially on a Saturday when you undoubtedly have other things that you could be doing. This is the sort of thing that attracts and retains customers.

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  Reply # 475123 28-May-2011 13:46
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Indeed - I am impressed too.. If I need to go back on a personal plan - no doubt this will be in my mind when choosing a suitable carrier.

Go on you 2Degrees :)




--
Stephen
twitter/ NZCoderGuy / KiwiDevStudios

Kiwi Dev Studios


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  Reply # 475126 28-May-2011 13:57
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alasta: Salty - I don't have any immediate interest in this particular issue but I just wanted to congratulate you on such a detailed and honest response, especially on a Saturday when you undoubtedly have other things that you could be doing. This is the sort of thing that attracts and retains customers.


+1






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Master Geek
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  Reply # 475142 28-May-2011 14:56
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SaltyNZ: OK, I think I can see what has happened here. We have an unfortunate convergence of circumstances.

....



Hi Salty,

Far out, I really didn't expect such a quick and detailed response on a weekend! Reminds me once again why I'm happy 2D came along in the first place!

Much appreciated and working around IT stuff I can totally comprehend the "unfortunate convergence of circumstances" - stuff like that just happens sometimes.

Really very many thanks,

Ant 

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  Reply # 475168 28-May-2011 16:35
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Thank you, you're welcome all. :-)




iPad Air + iPhone SE + 2degrees 4tw!

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


ajw

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  Reply # 475187 28-May-2011 17:30
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alasta: Salty - I don't have any immediate interest in this particular issue but I just wanted to congratulate you on such a detailed and honest response, especially on a Saturday when you undoubtedly have other things that you could be doing. This is the sort of thing that attracts and retains customers.


+1 especially as some of their staff would not be paid for their time on here over the weekend.

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  Reply # 478984 8-Jun-2011 15:16
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A big thanks to 2 Degrees for following up and helping me understand my issues regarding this topic....

Was a monumentous effort for 6 cents of incorrectly charged data

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