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Topic # 90306 19-Sep-2011 15:38
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I have a prepay 2degrees SIM in a little WiFi thingy so I can get internet on my iPod and tablet while i'm out and about. It didn't auto renew this month, so I called up 2degrees and customer service fixed it up for me. No problem at all.

Customer service told me if there's a data session open when the auto renew happens then the pack won't be applied, instead you end up using casual data, so you should end your data sessions before the auto renew. I pointed out since it renews automatically it's impossible for me to know when it renews, so that's not practical.

They've sent the issue to someone higher up to look into. I can't see txt messages that come through to the device, some weird bug, so I have no idea what the occasional txts I get from 2degrees are, maybe they told me this already.

This is just an FYI for people use use prepay data and data packs to check they get applied rather than assume they work.




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  Reply # 523098 19-Sep-2011 16:03
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timmmay:

Customer service told me if there's a data session open when the auto renew happens then the pack won't be applied, instead you end up using casual data, so you should end your data sessions before the auto renew.



*Sigh*  In actual fact it is only likely to fail specifically if cash is already reserved when the auto-renew happens. But the cash might not be reserved because of a data session - you might be on a voice call, for example.

We made changes early in September to autopurchase with more data left in the pack, to try to make it less likely that cash reservations will occur due to data usage before the autopurchase can execute. When did your autopurchase attempt fail?




iPad Air + iPhone SE + 2degrees 4tw!

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




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  Reply # 523106 19-Sep-2011 16:06
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The SIM is in a Huawei E585, so it can't do calls, just data. I may have had a data session active when it renewed, I don't know if it does it at the same time I first purchased the data pack, midnight, etc.

I can't tell when the auto renew didn't work, I couldn't fit it in the web interface. I'll PM you my number in case it helps to look into things.

I wasn't complaining, CS fixed it up, I was just telling people to check their data packs online after they're meant to auto renew.




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  Reply # 523120 19-Sep-2011 16:21
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I have had this happen a couple of times on a data stick that I set up for my aunt.  The other day I noticed that she had started using casual data again and the autorenew had failed.  I logged into the "your 2degrees" and noticed that she was still subscribed to the datapack, and that it said it would autorenew, but hadn't.  I then fixed it by unsubscribing and subscribing to the datapack again.

So - keep an eye on your datapacks.

pc

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  Reply # 523147 19-Sep-2011 17:19
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has never updated automatically for my mothers ipad, for the last couple of months I tell her which day to renew by txt before it doesn't auto renew and sucks all the credit with the normal data rate charge.

maybe i'll see if it auto renews this month. 

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  Reply # 523191 19-Sep-2011 19:08
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My data pack failed to auto renew a month or two ago, and then at the other extreme my auto-renewal occurred three times this month, hence sucking up all my prepaid credit. I was going to suggest that it would be advisable to disable the auto-renewal on your data packs, but then it occurred to me that 2degrees don't even give you that option. 

I understand that billing systems are complex and glitches can occasionally occur under an unusual set of conditions but reports on here suggest that these auto renewal issues are very widespread, and frankly it's not a good look for 2degrees.

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  Reply # 526085 27-Sep-2011 10:26
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My 1GB monthly block failed to auto-renew today as well. I had my eye on it and checked I still have balance for it last night.

Strangely I received a text at 2:40 am saying my (NON-EXISTENT) China120 pack was autorenewed. Ah, wtf? So I turned off data in case for the morning commute (though I have it locked from use, who knows what works).  Also got a notification that my MBB pack was running out.  Good one!

Checked the website just now. Still the same balance ($21.20). Still subscribed to a 1GB pack (now with no active pack). Not subscribed to China120 (thankfully!).

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  Reply # 528062 1-Oct-2011 18:46
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well seems my data pack forgot to auto renew as well, and it been eating into my prepaid account.. Cry
Not happy....

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  Reply # 528101 1-Oct-2011 22:46
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Mine didn't work either, I don't think I'll rely on it working this month.

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  Reply # 528378 3-Oct-2011 07:17
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Mine also failed, particularly annoying given I had 7 texts in the space of 45 minutes warning me it was about to run out on 26 Sep, I then topped up with $20 to make sure there was enough cash to renew the data, but instead, it burned through at least $6 of payg data when it failed to renew a day later, before I noticed what had happened.

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  Reply # 528388 3-Oct-2011 08:06

2d are trying to get cash positive... Skimming anyone?

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  Reply # 528392 3-Oct-2011 08:30
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SteveON: 2d are trying to get cash positive... Skimming anyone?


I don't think that would make economic sense for them given the likely customer backlash and the cost of handling all the complaints. It looks to me as if it's more a case of bad resource planning, resulting in them being too slow to react to serious systemic faults.

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  Reply # 531166 9-Oct-2011 14:20
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At Salty's suggestion, I contacted 2D about this and raised a fault report on Tuesday.  So far, no response.

They really do seem to be falling short on their customer care these days

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  Reply # 531183 9-Oct-2011 15:39
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shk292: They really do seem to be falling short on their customer care these days


Yes, this unfortunately seems to be the case.

I had an issue regarding the auto renew of my data pack two or three months ago and emailed them with the issue - the response was that my iPhone used data and hence, I needed to turn it off to avoid casual data charge, which made me scratch my head because I had been consistently using data packs for a while. Either they didn't read my email properly (I didn't mention anything about an iPhone - I had an Android phone at the time) or didn't want to deal with me, because I have received no further response back when I asked them if they could look into it again.

Previously before then, I had some great customer experience so this was a bit of a surprise.

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  Reply # 531850 11-Oct-2011 11:25
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alasta: My data pack failed to auto renew a month or two ago, and then at the other extreme my auto-renewal occurred three times this month, hence sucking up all my prepaid credit. I was going to suggest that it would be advisable to disable the auto-renewal on your data packs, but then it occurred to me that 2degrees don't even give you that option. 

I understand that billing systems are complex and glitches can occasionally occur under an unusual set of conditions but reports on here suggest that these auto renewal issues are very widespread, and frankly it's not a good look for 2degrees.


Interesting, I see you have experienced something I have - ie auto-topup baing taken more than one time by mistake.  I have rung up CS about it but not got any joy yet. 

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  Reply # 531926 11-Oct-2011 13:03
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Dom007: Interesting, I see you have experienced something I have - ie auto-topup baing taken more than one time by mistake.? I have rung up CS about it but not got any joy yet.?


They didn't react to my first call, but they dealt with it pretty quickly when I chased it up the second time. My suggestion is to just keep hassling them until they fix it.

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