Prepaid

[rosabebé]

I just recharged my prepaid few days ago and I swittch from TXT & TALK to $29 Flexi Cap.

There's two problems after the recharge :

(1) I spent most of the time at home in the past three days and connected to WIFI. Always have the WIFI symbol, no interruption at all. But I have noticed that the 500MB included data in the Flexi Cap plan has dropped down to now 107MB! 

(2) Another thing is I cannot connect to the internet when I am not on WIFI. ( Funny thing is the included data keep dropping! ) Cannot connect to the internet even with full reception and showing the 3G symbol, see the picture below :

I am sure I have WIFI off + I tried many times to switch on / off my phone + enable 3G on / off but still won't work!

 

I don't know what's wrong with my account, seems like a new problem comes up everytime when I change my plan! Please solve the problems as soon as possible >___< Thanks!

[EDIT: One image removed as it contained personal information] - Bart

[rosabebé]

This is crazy!!! Data now finished without any use!!! And started to deduct my flexi credit!!!

Please Vodafone please return all data + flexi credit to me!!! This is ridiculous!!!

[Sarah_C]

Hi rosabebe,

Thank you for providing me with such detailed information and including screen shots, you have come to the right place for help.

rosabebé wrote:

(1) I spent most of the time at home in the past three days and connected to WIFI. Always have the WIFI symbol, no interruption at all. But I have noticed that the 500MB included data in the Flexi Cap plan has dropped down to now 107MB! 

Is there any point when your WiFi has not been switched on, or when your phone has disconnected from your WiFi connection? For example, does your phone stay connected to WiFi when you go to bed?

So that I can have a better idea of when your data is being used, can you please log in to your MyVodafone account and go to Account Summary > Usage Details and let me know if your data is being used at specific times? It would also be helpful if you could let me know if the length of the data sessions are the same, or vary? 

rosabebé wrote:

(2) Another thing is I cannot connect to the internet when I am not on WIFI. ( Funny thing is the included data keep dropping! ) Cannot connect to the internet even with full reception and showing the 3G symbol, see the picture below 

Are you unable to connect in just one location, or everywhere you go? It will be very handy to know whether you are able to manually connect to the internet at all when you're not using WiFi. Have you been able to access the internet in the past when you have used other recharges?

Once I have a bit more information, I will be able to investigate further and work towards a resolution for you.

Regards,

Sarah.

[rosabebé]

Thank you for your response Sarah.

(1) I am 100% sure WIFI is connected all the time, never disconnected, not even a second.

I am sure about that because while I am at home, I enable WIFI on my phone and ALSO on my laptop. I stay on the computer all the time and the internet never never has a problem ( never disconnected / slow etc. ). 

It just seems like whenever I use data on my phone ( while its connected to WIFI ) Vodafone also charge me for that! I don't know why and charge a lot even only connect to Whatsapp. I had experience so much problems with Vodafone before with internet charges... I changed my prepaid plan 2 times this year, everytime I changed to a new plan, a new problem comes up after the recharge! Just like this time...

I just log in to my Vodafone account and I can't believe that I only got $0.02 Flexi credit left! I am angry with that because I only open Whatapp once this morning! WIFI connected all the time! How ridicious! I was planning to make some important calls today! Please Please Please help this asap and return the credit and data to my account!

(2) I have recently moved from Canberra to Sydney. The internet / reception was always good in Canberra, I even recommend Vodafone to other friends. But after moving to Sydney, my friends started complaining about they can't hear me while on the phone! For the internet connection, the problem started from the day of my last recharge / change of prepaid plan.

[Jess]

Hey Rosabebé, 

I appreciate you getting back to me and confirming that your do use WiFi whilst at home. So that I can get to the bottom of this with you I think it will be best if I could take a closer look into your account.

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rosabebé wrote:

It just seems like whenever I use data on my phone ( while its connected to WIFI ) Vodafone also charge me for that! I don't know why and charge a lot even only connect to Whatsapp. I had experience so much problems with Vodafone before with internet charges... I changed my prepaid plan 2 times this year, everytime I changed to a new plan, a new problem comes up after the recharge! Just like this time...

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You should certainly not be charged for data whilst connected to WiFi. On occasion a WiFi connection will disconnect but this should be shown on your device next to the 3G symbol.

When you change recharge options this should have no affect on how your handset accesses data on the Vodafone network. Following a recharge change can you please attempt to restart your device and let me know if this helps in resolving this issue.

Regarding the data usage can you please advise me if you have other applications and push notifications active on your device. These can include emails, the weather widget in your notification centre, or alternate application notifications; as these will all add to your data usage.

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rosabebé wrote:

I have recently moved from Canberra to Sydney. The internet / reception was always good in Canberra, I even recommend Vodafone to other friends. But after moving to Sydney, my friends started complaining about they can't hear me while on the phone!

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Can you tell me if this occurs in various locations or just at your home address in Sydney? Have you attempted to use your SIM in an alternate device to see if the same thing occurs or checked your coverage for your new location? You can check this by Clicking Here.

So that I can look into your service I have sent you a Private Message with my contact information. To access this please Click Here.

I look forward to getting to the bottom of this with you.

Jess