Contract

[madampotatofeet]

Hi

I'm currently on a $49 cap that I have been since 2007.  I recently purchased a new phone (outright) and started using it. 

The problem is that after a few days I received an SMS regarding my usage, which said Vodafone was charging me just under $100 a day for data, despite being on WiFi for the majority.  So I've switched off Mobile Data until I resolve this.

I called Vodafone to ask what was going on, only to be told that I didn't have any data included in my plan and that I would have to pay the full amount outstanding.

I've been reading some of these forums and learnt that some of the older plans did not have data included in them.  They problem with this is that I recall receiving a notification a while back (maybe 18th months ago) that said my data allowance for my plan was being upgraded to 1.5Gb.  I didn't take much notice of it at the time (as my phone at the time couldn't handle data) but now, as I have a phone that can handle it, I'm wondering how I can resolve this issue.

Thanks in advance

Monica

[itsmoe]

Hi Monica,

This is a bummer. Sorry to hear about the extra charges.

So how much have you been charged so far?

Technically if you haven't upgraded to the cap then Vodafone can't be responsible for the extra charges, the least they did was notify you.

One of the guys here should be able to have at your account closer. They will ask you to provide them with some personal info to be able to access your account.

Hopefully they will deduct the amount a little for you.

Sorry I personally can't help, but hope you sort this out.

Cheers.

[Maddie]

Hi Monica, 

madampotatofeet wrote: I'm currently on a $49 cap that I have been since 2007.  I recently purchased a new phone (outright) and started using it. 

The problem is that after a few days I received an SMS regarding my usage, which said Vodafone was charging me just under $100 a day for data, despite being on WiFi for the majority.  So I've switched off Mobile Data until I resolve this.

I called Vodafone to ask what was going on, only to be told that I didn't have any data included in my plan and that I would have to pay the full amount outstanding.

I've been reading some of these forums and learnt that some of the older plans did not have data included in them.  They problem with this is that I recall receiving a notification a while back (maybe 18th months ago) that said my data allowance for my plan was being upgraded to 1.5Gb.  I didn't take much notice of it at the time (as my phone at the time couldn't handle data) 

It's never nice finding out that you've exceeded your plans entitlements and I'll definitely work with you to ensure this doesn't happen in future. 

It's great to hear you've done some troubleshooting and discovered that some of our old plans don't include as much data as our most recent $49 plan. I can defiantly swap you to our latest $49 plan that will give you 1GB of data per month, or has this already been done? 

You can read more about or current plans, by clicking here. 

Upgrading to a new phone is always exciting, what type of phone did you get? It's great to hear that you took the initiative to switch your data off,as this is a great step to stop any extra unwanted data charges. To ensure you don't receive higher then expected data charges in future, there are a few simple steps I've listed below you can take: 

- Throughout your bill cycle monitor your data usage. You can do this by calling or sending a blank TXT to 1512, which will give you a brief summary of your remaining allowances for the current month plus the total outstanding account balance. For more detailed information, you can log into My Vodafone and check your usage details. It's important to be aware that this information isn't real time and can be up to 48 hours behind. 

- As your last phone couldn't handle data you may like to check out our data calculator here. These will help determine if 1GB of data is sufficient for your normal usage. If you need more data you can certainly look into adding a mobile Internet pack to your plan. Our packs include a generous amount of data for an extra small cost. For more details on these packs, please click here.  

For more details on identifying high data charges, please click here. 

From here I would like to take a look at your account, to see if I can track down the TXT you were sent. To do this I'll need to move our conversation to email, as this will allow me to confirm some personal details before accessing your account and this can't be done publicly. 

I've sent you a private message advising how and what information to send through. You can access this message by clicking here.

I certainly don't want you to worry about exceeding your data in future and I'm confident working together we can make sure this doesn't happen.

I look forward to your email. 

Thanks, 

Maddie