Orange mobile broadband - need help urgently

QueenOfComps

I signed up with orange for mobile broadband 3gb in february for 14.68 a month. my first bill was £32 which i thought fair enough it is over but not too much, its probably just me using it more than i should, although i dont download anything. maybe 4 new songs a month max, i check my emails, use messenger, facebook, my bank, do bills online, it was £34 for march and april. Then i moved house in april and my "may bill" was £68 and i thought well thats odd, i dont use it anymore than i use too, probably less that month infact, due to just being so busy with a new house obviously and it also said "business LAN" on the bottom of my bill which had used alot of data but i have no idea what it means, so i thought fine il pay it, obviously done something wrong, then the june bill was £62 so my mum spoke to orange and explained the situation and as usual orange being as unhelpful than ever just said it must be your using it more than you should so i left. then the july bill come and it was £64 so my mum rung again and asked them to explain how it was so much, where am i going wrong and that the neighbour must be using it, and the woman agreed that yes a neighbour must be using it because its only since i lived at my new house is it twice as much as it used too be and she said i will sort something out and ring back and she rung back and said nobody has used it and its all your data. she couldnt even explain anything, the data charges, why its so much, nothing so i got them to put me on the 10GB i thought theres no way i could use more than 10GB myself as when i had home broadband it was only 10GB and i never went over the limit but i have had my august bill and yes it is even more its now £75 and thats with 10Gb, its just getting ridiculous, whats it going to be next £90?

Sorry thats so long but i am very annoyed and i know i am in a contract but i never signed a contract for nearly £100 a month because that isnt what i can afford. so i just need options? as i can not afford to pay £75 this month it isn't an option. Orange refuse to be helpful, spoke to them on a few occasions and have yet to speak to anyone who is slightly interested or helpful. when i email them they say they cant help over email.

Please someone help!

macman

What is the actual usage in GB that you are being billed for, i.e how much are you over your 10GB allowance? Can you not monitor your data usage through the software that Orange supplies with the dongle?
You say you 'don't downoad anything', but all the activities you list consume data. You are not billed for downloading, you are billed for transferring data up or down, and every time you just view a web page, you are moving data. However I can't see how you are burning through more than 10GB a month unless you are using torrents, downloading or streaming video etc.
It's not possible for your neighbour to be hacking into your mobile broadband, I think you are getting confused with wireless broadband security.
Why don't you call Orange yourself instead of getting it all relayed through a third party (your Mum)?

QueenOfComps

Nothing, this is the thing, nothing is on my bill to explain what i am being billed for. orange havent given me any software so i know how much data i am using, i asked them if there was a way i could check and they just said no.

Well orange said neighbours can use mobile broadband as it isnt password protected?

Orange wont even speak to me tidy because i just say i refuse to pay and they prefer to speak to my mum

QueenOfComps

Only thing it says is Data charges - business LAN - £39.00

i have no idea what business LAN means and neither did orange when i mentioned it to them??

macman

But surely on the bill the extra charges are itemised in some way? i.e xGB over your 10GB allowance.If your last bill was £75, how much of that is the excess over 10GB-what should you be paying on the base tarriff?
Whoever said that at Orange is talking out of their backside, as mobile broadband is no more hackable than any other mobile phone signal. It can be done, but not by your average next door neighbour, unless they happen to work in the security mservice.
They shouldn't even be talkng to your Mum, you are the ac!!!! holder, not her. Call them up and insist they go through it with you, if you don't get proper answers ask to escalate it to second level support.

macman

JemmaLouise20 wrote: »

Only thing it says is Data charges - business LAN - £39.00

i have no idea what business LAN means and neither did orange when i mentioned it to them??

Local Area Network
Are you on a business tarriff? If not which tarriff are you on?

macman

PS: checking the excess data charges which vary by tarriff-are you on a 30 day rollingcontract, a 12 month contract, or 18 month contract?

QueenOfComps

I am on a 18 month contract for 10Gb which is £24.47 a month

My mum's name is also on the contract she was added too it when i was on holiday and i needed her to speak to them so now they will speak too me or her, but she seems to explain everything better too them than me so she does it.

No i am not on a business tariff. This is my bill

Your Service Plans (VAT applicable)
Internet Everywhere 18mth 10GB : 19 Aug - 18 Sep


21.28



Call charges (VAT applicable)
Amount this month - see itemisation for details
Data charges


0.00
39.54

Total exc.VAT £60.82





...and here's how you did it


Text Summary
Non-inclusive texts used


1



Total texts


1


Data Summary
Inclusive megabytes used
Non-inclusive megabytes used


3071.9999
3190.7332



Total megabytes


6262.7331





data charges


Originating network Place called Call class Megabytes Cost OrangeBusiness LAN accessGPRSdata6262.733139.539

Total exc.VAT £39.54
Total non-VAT £0.00

sexyboy

JemmaLouise20 wrote: »

Only thing it says is Data charges - business LAN - £39.00

i have no idea what business LAN means and neither did orange when i mentioned it to them??

I would recommend
1- asking orange what you are billed for
2 - stating what you require, and asking them to move you to that service.
it's unlikely that you will need a business LAN..
3 - you calling rather than your mum

sexyboy

JemmaLouise20 wrote: »

My mum's name is also on the contract she was added too it when i was on holiday a

if you used the service whilst abroad- it can be quite costly

QueenOfComps

I have asked orange they said they cant explain what i am billed for they can only tell me how much data i have used and according to them there is no business LAN, so i give up on knowing what to do next. i ask for a manager and they said there isn't a manager there or they are in a meeting.

I have rung myself in the past.