Contract

[Jenni]

I kindly received a text to my phone telling me that I have used up all my internet allowance on my phone deal for the month. I was quite surprised since I am only 10 days into this billing period and have never managed to use up even close to my total 200mb. 

After checking the situation online I found out that there was two MASSIVE data uploads listed and they happened at a time my phone did not even leave the house. Reason for this was that as usual my Iphone had run out of battery overnight and I had to charge it and had to go to the shops for few hours. Also while at the house my phone is connected to our broadband wifi and should not be using up any internet anyway! Some how my phone has managed to use up two separate amounts of 100mb withour me even touching it! Don't the iphones have and upload limit of 10 or 20 mb ??!! How is this possibile?

I called the ever so unhelpfull 1555 and was pretty much talked down on. AFTER explaining the issue the person actually told me that the reason you don't have any interned usage left is that because according to their records I have used it all up . Really? Why do you think Im calling again...

Another complitely unhelpfull thing she offered to do was to count up all my data usage on the billing period to show that I had used more taht the 200mb. Again this was ridiculous because I could already see where the problem point was: 1-8 of April 4.645 mb used vs. 9 of april 245.496 mb used. Can you even use that much in about 20 minutes what it counts up to in total?? 

It seems like they don't even try to listen to you and definately do not understand your point. After some pointless convesation the lady offered to (just this once) to have the extra usage accredited. I had to refuse this because my problem is not the charge for extra usage that counts up to around 10 dollars now. MY PROBLEM is the magical massive uploads appearing on my data usage. Of course due to this I will not be using any internet on my phone for the next 20 days which is very inconvinient since I use up to 3 hours a day commuting to work and back on public transport but still this is not what worries me the most. The scaries thing is how bad Vodaphone is. Seriously. They can claim anything and expect you to pay. 

[asinger]

having a similar problem with a mobile broadband modem that has chewed through 1.5gb of data even though the computer has been asleep most of the time.  Over the past week it has not even been used because the sim was faulty so I cannot understand the high data use.  Have had several abortive attempts to get things sorted out  on customer care; best they could do (which is good) is offer extra 1gb until it gets sorted out.

[Jenni]

To be honest I think that the people at vodaphone plain and simply do not know what they are doing. Definately not the people answering phone. From what I experienced today I can say that they will claim anything just to get you of the phone. My lady on the phone was making up numbers as she went until I told her that I am currently online checking my usage data and it doesn't even match up at allt o what you are saying. 

Just out of interest I checked up our broadband usage which is still well withing the limits BUT funny enough, just about 200 % off from the usage that our pocket wifi tells us. And this was even one of the recomended ways of 'checking up your usage' by dear Vodaphone. Just splendid.

[Bruno]

Hi Jenni,

It sounds like I really need to find out what has cause the massive jump in data usage and get it fixed for you.

Jenni wrote:

After checking the situation online I found out that there was two MASSIVE data uploads listed and they happened at a time my phone did not even leave the house.

Because a modern phone uses data in so many ways, it an often be a challenge to pinpoint the cause an increase like this, but there are some steps that can be taken to minimize unexpected usage through your handset. 

Have you recently installed any new applications on your iPhone since the end of your last billing cycle? It may be that a faulty application is causing your phone to use a larger amount of data.

It's also a good idea to check that you don't have applications still running in the background, as they will also continue to use data. Even free apps that don't have an obvious online function can use data to constantly refresh that ads that appear in them.

Jenni wrote:

while at the house my phone is connected to our broadband wifi and should not be using up any internet anyway! 

If the device is inactive for a while and goes into sleep mode, it will also drop it's connection to your WiFi signal. Any automatic data use (notifications etc.) will then be performed via 3G. When you wake your phone from sleep mode, it will then re-connect to your WiFi signal. This is done to prolong the battery life of the device and also make it charge more quickly while in sleep mode.

It's also a good idea to make sure the push notifications are off for your applications. This service makes your phone check for new information at regular intervals (emails, game updates, notifications in facebook, tweets etc.) 

Jenni wrote:

Some how my phone has managed to use up two separate amounts of 100mb withour me even touching it! Don't the iphones have and upload limit of 10 or 20 mb ??!! How is this possibile?

Apple's 20mb download limit is only applied when downloading applications from Apple's App Store via 3G, it will not restrict your handset from downloading larger amounts of data from other sources.

Jenni wrote:

I could already see where the problem point was: 1-8 of April 4.645 mb used vs. 9 of april 245.496 mb used. Can you even use that much in about 20 minutes what it counts up to in total?? 

I want to take a closer look at these data sessions to see if this was data download or upload. The type of usage will help me to narrow down what has caused this jump for you. From there I can then look at what will be the best way to make sure that it doesn't keep happening.

Jenni wrote:

MY PROBLEM is the magical massive uploads appearing on my data usage. Of course due to this I will not be using any internet on my phone for the next 20 days which is very inconvinient since I use up to 3 hours a day commuting to work and back on public transport but still this is not what worries me the most. 

I've sent you a private message with my contact information so that I can take a closer look at this usage for you. Once I have received your response, I can give you a call and get this resolved for you.

I'm looking forward to getting this sorted out for you as quickly as possible.

Cheers,

-Bruno.

[Bruno]

Hi asinger,

asinger wrote:

having a similar problem with a mobile broadband modem that has chewed through 1.5gb of data even though the computer has been asleep most of the time.  Over the past week it has not even been used because the sim was faulty so I cannot understand the high data use.  Have had several abortive attempts to get things sorted out  on customer care; best they could do (which is good) is offer extra 1gb until it gets sorted out.

So that I can make sure I'm giving you the most relevant information and help with the issue that you're having, I do need to get some more information from you.

What kind of modem are you using for your mobile broadband service? Knowing the model of your modem will help me determine the cause of your increased usage and the best way to get this resolved for you.

I see that you've already been offered additional data to ensure that you're not being charged for excess usage, are out Tech team currently investigating this issue for you?

Cheers,

-Bruno.

[Jenni]

Hello Bruno,

No I have not installed any new applications since the last billing period. I always close apps when i stop using them. I have never allowed the push notifications etc. I don;t use tweet or email on the phone and I don't play any games. I do check facebook occationally but even then it takes a while to 'refresh' the news feed so I do not believe my it is ever uploaded automatically.

Like said on that particular day when I have allegedly use up all my 200mbs I did not use my phone at the times listed in the usage details. Later onin the afternoon I updated the apps that required it with app store, downloaded 4 songs from I tunes and some podcasts. After this I used Imapmyrun app to record my run. Not of these activities have priviously cause such massive usage, nor do they the time or call duration on the usage details.

The most suspicious thing is that I have found other people on this forum that have had the exact same amount of data usage appearing on their accounts. The magic number 102401Kb. The exact same amount to the kilobyte. I find this highly suspicious...

Jenni

[RC82]

Hi Jenny,

I have been having the exact same issues, but it has not been rectified since 5/4/12 and I am still seeing this same number over and over too: 102402 kb of data. We are, therefore, not in this alone and it is clearly a technical issue on the part of Vodafone. I have been charged for about 100 of these at $1.78. Here is my post from earlier today:

Dear Nick,

I too have found the same problem around the same time-a recurring fee of $1.78 on my account since 5/4/12. I have not changed anything in terms of my usage and only use the Internet for university research. My account now suggests that I have used 10 or 11 gig in the space of only a week which is impossible and does not comply with my usage either past or present. This is obviously a miscalculation/error on the part of Vodafone, particularly as I can see that the same issue is affecting others in my position at the same time. We should not have to pay the $1.78 charges (x 100 now on my account!) as this is a clearly a technical issue. Perhaps it needs to be rectified but in the meantime I should not have to be using Internet at my public library or university for fear of using more data. 

I was previously an Optus wireless customer for a good many years and will be returning to this service if I am forced to pay for usage which I have not used or any additional charges, given that my normal usage is well under my 12 gig allowance. I am starting to feel glad that my 12 month contract is nearly at an end. 

Additionally, my iPhone 4 has broken down after only 18 months with Vodafone and they are forcing me to pay for repair, but that is another story....

Ruth 

We should not have to pay for this. If it is escalated and they still try to tell me it's a 'computer update' I will be seeking out an ombudsman....

[RC82]

Oh and I have been given a $20 credit, which means I still owe $50 and have 12 days left this month so plenty more time to be charged extra for usage I am not using. I don't have a sense of humour about it...

[Runonce]

I think i have the same issue. As soon as the unexpected massive usage was found, I turned off cellular data in the setting. I have recharged my prepaid IPad to use internet on the train instead.

One thing, technical team should look into, I have turned on tethering in my wife's iPhone to avoid more extra charge, but the usage still increased on my usage history.

It seems like that we going to see another headline news since voda failure issue

[Nick]

Hey Jenni,

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Jenni wrote:

No I have not installed any new applications since the last billing period. I always close apps when i stop using them. I have never allowed the push notifications etc. I don;t use tweet or email on the phone and I don't play any games. I do check facebook occationally but even then it takes a while to 'refresh' the news feed so I do not believe my it is ever uploaded automatically.

Thanks for letting u know a little bit more about your usage habits. This helps us get a better idea of what may be causing the issue. I can see from Bruno's post above that he wants to have a closer look at your account to see if he can identify the cause. Are you able to email him through your detail so he can do this for you?

Bruno has sent you a PM, which you can access by following the link here. The PM will contain our email address, and will read something like this: Please send an email to online.help@vodafone.com.au with C032CBFBI in the subject. Please ensure you include the information listed in our email guide.

Once Bruno has your details he'll be able to access your account and discuss this further with you.

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Jenni wrote:

The most suspicious thing is that I have found other people on this forum that have had the exact same amount of data usage appearing on their accounts. The magic number 102401Kb. The exact same amount to the kilobyte. I find this highly suspicious...

There have been a couple of minor changes to the way we bill data. These changes were to our internal system, so will not affect the way you use data, but may make your usage and bills appear slightly differently.

The change means that your usage is now measured in blocks of 100MB (upload or download), or a block of 6 hours, whichever occurs first.

These changes have been made so when you check My Vodafone, the details for your data will appear much faster than they would have previously, meaning you can keep better track of your usage. Tim_H the Community manager has posted a more details rundown, here.

Let me know, or Bruno know via email if you have any further questions.

Thanks,

Nick