O2 charged me £350 for internet charges.

natash23

Hi, I upgraded my contract with e2save/carphone warehouse to a Palm-pre on the 1st of dec and started to use it from the 3rd. I called up e2save and they told me that the Internet will only be up from the 26th of dec. I set up my mail to check if everything is fine as the warranty ran out in 7 days. I did not downlaod anything or used the phone for web browsing. They have put me on the High Data charges and my bill in today's date is exceeding £350 !!
I have spoken to carphone warehouse and told me that they cant do anything as I was advised that my Internet will be up from the 26th and I have used my phone before that and that I should speak to e2save people if I have been misadvised. the advisor at carphone warehouse said that phone like iphone and palm -pre might have internet running all the time. I am in shock and needed some help as to what is my stand on this and who can help me now. I cant afford to pay this much right before christmas too .

natash23

Hi, I upgraded my contract with e2save/carphone warehouse to a Palm-pre on the 1st of dec and started to use it from the 3rd. I called up e2save and they told me that the Internet will only be up from the 26th of dec. I set up my mail to check if everything is fine as the warranty ran out in 7 days. I did not downlaod anything or used the phone for web browsing. They have put me on the High Data charges and my bill in today's date is exceeding £350 !!
I have spoken to carphone warehouse and told me that they cant do anything as I was advised that my Internet will be up from the 26th and I have used my phone before that and that I should speak to e2save people if I have been misadvised. the advisor at carphone warehouse said that phone like iphone and palm -pre might have internet running all the time. I am in shock and needed some help as to what is my stand on this and who can help me now. I cant afford to pay this much right before christmas too .

DarkConvict

Im unsure if the Palm-Pre uses the internet as much as the IPhone, but if you were advised that the data bundle isn't active until the 26th December i don't think there is much that you can do as you were expressly told it wouldn't be active so don't use any data, as mobile internet charges are about £2 per MB. The palm-pre was probably checking your email several times a day from the moment you set it up. This is why IPhone comes with a data package as standard as it is required.

http://www.everythingpre.com/forum/palm-pre/data-usage-23736.html - Need data plan, pre by default does alot of internet connectivity. You might have an argument that the phone shouldn't have been sent with a data plan already enabled, but it would probably be a struggle

I would speak to 02 directly and see if they will reduce the charges, although unfortunately i do not believe they will be willing to write much if any of it off. Neither 02/CPW/E2Save can be held liable for how you choose to use the phone.

natash23

I spoke to the carphone warehouse and was advised that I was charged £200 for Internet usage in just one day. I don't have a clue what did they charge me for and neither do they have information about it. When I spoke to the carphone warehouse people and they told me that my Internet bundle will be up from the 26th, I was not advised to use a monthly add-on bolt for £7.50 .
If I spoke to O2 how much do you think they will reduce and what can I say to make my side stronger. Regretting the day I got my phone. My outgoing calls are also blocked now.

gjchester

natash23 wrote: »

Hi, I upgraded my contract with e2save/carphone warehouse to a Palm-pre on the 1st of dec and started to use it from the 3rd. I called up e2save and they told me that the Internet will only be up from the 26th of dec. I set up my mail to check if everything is fine as the warranty ran out in 7 days. I did not downlaod anything or used the phone for web browsing. They have put me on the High Data charges and my bill in today's date is exceeding £350 !!
I have spoken to carphone warehouse and told me that they cant do anything as I was advised that my Internet will be up from the 26th and I have used my phone before that and that I should speak to e2save people if I have been misadvised. the advisor at carphone warehouse said that phone like iphone and palm -pre might have internet running all the time. I am in shock and needed some help as to what is my stand on this and who can help me now. I cant afford to pay this much right before christmas too .

O2 data is charged at £3 ish a meg. You were told that it would not be active till the 26th but you still used it.

It may be the phone has been polling for data all the time it was on, and you have run up that cost, I'd guess it would average about 5meg a day, which seems so-so for email, depends if you have lots of images and files in the emails. That assumes you've not used it for anything else, but don't forget many of these smart phones check facebook / twitter etc pretty constantly for status updates, and they can consume data fast.

I'd contact them again and see if you can get any reduction as good will, but as they told you it would not be on till the 26th and you used it early your probably on thin ice.

Sorry it's not better news.

Jon_01

Is the email push ? If it's is it's sending the log on info every few seconds to validate on the server. That can soon mount up even if there's no mail to send/receive.

If it's not push, how often is it set to check for new mail ? Again, it has to log on each time even if there's no mail.

gjchester

Bad for to reply to your own post but this is a duplicate thread

See http://forums.moneysavingexpert.com/showthread.html?t=2159585

Please ask the Mods to close it.

Kilty_2

Forget CPW - phone O2 AS SOON AS POSSIBLE and explain that you weren't aware of the charges and expected the internet to be included in the tariff.

They'll be waived since it's your first bill and first time you've ever been charged for data. O2 call it "bill shock" (internal term though, don't say that to them)

The fact you've let it get to an outgoing bar alarms me - O2 are your service provider, not Carphone Warehouse. It's ESSENTIAL that you call them immediately.

The above statement assumes that the Palm Pre is handled by O2 direct even when you buy it from resellers, just like iPhone is. I haven't worked for them since before the Pre was launched, though.

MrRincewind

The poster above is brave virtually promising you that you will be credited back, It`s purely at the descretion of the operator who answers the phone,

I would call up as you have been advised and politely explain that you believe you should have been advised you will incur charges if you connected earlier than you where told to and be firm but polite,

natash23

I spoke to the O2 customer service and they told me that they cannot access my account and have given me a number to call the carphone warehouse customer service.. vary of calling them again.

MrRincewind

Thats very strange, All new connections with O2 through the carphone warehouse are managed by O2 directly, CPW used to do the billing for O2, but that agreement ended some time ago and CPW are now churning customers from that part of the business,

I would call O2 again, advise them this is a new connection and that all new contracts are billed directly from themselves,

On the bill, what is the number given to contact to query billing?