Aarrgh! - Vodafone data billing problems, tearing my hair out!

ilikewatch

Hello, I hope someone might be able to assist me with the issues below - about ready to tear my hair out!

I have massive problems with my billing from Vodafone, despite both my online account and the "My Vodafone" app clearly showing that I have 5GB of mobile internet available to use each month, I am repeatedly charged for exceeding 500MB in a month, also, despite receiving warning text messages stating that I will be charged an extra £5 for 500MB of data, I am being charged £5 for 250MB of data.

At no point have I ever exceeded 2GB of usage in a month, however I seem to be getting charged anything up to an extra £20 - £30 per month for out of bundle data. Numerous phone calls to customer services, and emails to the Web Relations Team have resulted in a one-off "goodwill gesture" of a £10 credit to my bill, despite the hundreds of pounds in out of bundle data charges that I have accrued despite allways being within my data bundle!

Will try to add screenshots below showing the texts I am sent, and my usage shown on my online account and the My Vodafone app.

gjchester

None of your links currently work.

How are you using the data, what phone do you have and what do you pay for. Most Vodafone plans offer 500mb of data, the 5GB may related to BT openzone access (but not sure as thats more than Vodafone allow)not 3G data, if you exceed the 3g allowance you will be charged.

I ask what phone and how do you use it as tethering to a laptop is generally not included, and if you have an iphone the operator can tell very easily, it's harder on android but they can still tell if they wish to. Do you have any extra bundles that allow tethering?

ilikewatch

gjchester wrote: »

None of your links currently work.

How are you using the data, what phone do you have and what do you pay for. Most Vodafone plans offer 500mb of data, the 5GB may related to BT openzone access (but not sure as thats more than Vodafone allow)not 3G data, if you exceed the 3g allowance you will be charged.

I ask what phone and how do you use it as tethering to a laptop is generally not included, and if you have an iphone the operator can tell very easily, it's harder on android but they can still tell if they wish to. Do you have any extra bundles that allow tethering?

Hi,
My sim is used in a HTC Sensation and a SGS II (not at the same time!) I never tether either of these phones. My account states that I have 5120MB of mobile data allowance, and no inclusive BT Openzone.

robbies_gal

never heard of that amount on a plan are you sure its not wifi allowance and theyve worded it differently

gjchester

Looks like you are on a Mobile data plan rather than a phone plan.

My thoughts are the phone is being identified as a phone and your being charged tethering rates. You probably need to get the phone settings checked so it's seen as a data conneciton not a phone.

spiro

gjchester wrote: »

Looks like you are on a Mobile data plan rather than a phone plan.

My thoughts are the phone is being identified as a phone and your being charged tethering rates. You probably need to get the phone settings checked so it's seen as a data conneciton not a phone.

I agree this sounds the most likely.

You say you are using the SIM in 2 phones but what was it originally purchased for and on what tariff?

I have just checked the Vodafone website and the largest data allowance on a domestic phone contract is 1gb or 2gb for a dongle contract. On a buisness plan you can get a 5gb dongle for £19+VAT.

mamabuddah

I've seen this problem posted on the Vodafone Eforum, and its possible the contract you signed for is 500mb and they have entered the details incorrectly on your ac screen...mine tells me I have different minutes and text allowances as to what I signed up for...but I dont intend going over my allowance

simple question (forgetting what it might say on your a/c screen)

what plan did you actually sign up for?

Vodafone

Hi ilikewatch,

I am sorry to hear that you have been having some billing issues.

You have mentioned that you have already been in touch with my team. Do you have your email reference number so I can take a further look?

Many thanks,

Heidi
Web Relations Team
Vodafone UK