Hmmm...autorenew not autoing...

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SpookyAwol

484 posts

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Topic # 89416 1-Sep-2011 20:54

My $19 combo ran out on the 31th of August. Plenty of funds in the account to cover the month of September.

Hmmm, no texts have arrived advising me of a renewal. I try to buy 19combo, but hello, Im already subscribed apparently.

Methinks, Ill just check my account on line.

Funnily enough, there has been no renewal. My funds are still there, however no new minutes or texts.

I know! check add on packs. Hmmmm, it says I am subscribed to the $19 combo and it is due to renew automatically on the 1st of October.

But wait! what about this month?! ?

I press stop on the combo and then add it.

Once more the balance of the world is restored (figuratively - they still took $19 : - ) and I have my $19 combo back.

I wonder if it will behave next month? Did yours?

mattRSK

805 posts

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Reply # 515407 1-Sep-2011 22:37

Something weird is happening as I have had two auto renewals this month?

SaltyNZ

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Reply # 515463 2-Sep-2011 07:16

Yes, we are aware of a complex issue related to the switch from 30 days to 1 month, that shows up 2 months after it (i.e. now). We expect to have cleaned up the vast majority of people by last night, and it will be working correctly again after the problem month.

It's to do with the way that the next renewal is calculated being based on subscription date + NxPeriod, vs. the expiry of the value in the pack being last renewal date + expiry period. If you have been subscribed for a while, a difference can build up between Nx30 days vs. NxMonths.

We have been working over the last couple of days to bring into alignment anyone who has not already come back in on their own.

Sigh... complex products are complex. :-(

iPad Air + iPhone SE + 2degrees 4tw!

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

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SteveON

1917 posts

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Reply # 515535 2-Sep-2011 10:11

And you guys thought I was making it all up. I see, so its a change in your billing system from every 30 days to a more expected 1st of the month kind of thing?

SaltyNZ

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Reply # 515540 2-Sep-2011 10:14

Well, it's any day of the month, not always the 1st, but yes, that's the main issue.

iPad Air + iPhone SE + 2degrees 4tw!

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

SpookyAwol

484 posts

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Reply # 515541 2-Sep-2011 10:16

1st of the month is good - I prefer it. It would be easier if all months had 30 days though :-)

Knowing it renews at the first day is good (once working ;--)

SaltyNZ

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Reply # 515544 2-Sep-2011 10:21

SpookyAwol: 1st of the month is good - I prefer it.

If that's the case the best way to approach it is to unsubscribe, and then resubscribe again on the 1st of the month. Note that that only applies to the text and combo packs for prepay: the autopurchase packs will autopurchase when they're nearly out, and postpay packs renew on your bill day.

It would be easier if all months had 30 days though :-)

Knowing it renews at the first day is good (once working ;--)

Yeah, tell me about it. Also, drop timezones and daylight savings.

iPad Air + iPhone SE + 2degrees 4tw!

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

juggalo28

50 posts

Geek

Reply # 515827 2-Sep-2011 16:29

funny enough my txt pack was stopped mid month and then 2 day it auto renewed and it wasnt meant to be until 5th of sept

dauckland

250 posts

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Reply # 516439 4-Sep-2011 13:40

Same issues here.
No warnings, no texts and no renew.
Strangely had a reverse problem last month where a national data pack was renewed even though I stopped it.

Rang and spoke to CS and a very unfazed girl tells me: we don't have to text you at all, plus there was congestion on the network.
So asked for technical team to answer to this one.

Not very happy

Damian

andrewcnz

887 posts

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Reply # 516470 4-Sep-2011 15:41

dauckland: Same issues here.
No warnings, no texts and no renew.
Strangely had a reverse problem last month where a national data pack was renewed even though I stopped it.

Rang and spoke to CS and a very unfazed girl tells me: we don't have to text you at all, plus there was congestion on the network.
So asked for technical team to answer to this one.

Not very happy

Damian

Not a good look for 2degrees customer service, a CSR with a good attitude goes a long way to keep customers happy!

2 degrees need to be keeping an eye on this kind of stuff.