HELP ! - Massive orange mobile bill !!!

dzdale

Hi All

I was shocked this morning to say the least when I got hit with an Orange Bill of £1115.75 ...... For What ? I have been an orange business user for about 4 years now and consistently have bill between £60.00 & £80.00 a month which covers both business phones. I have NOT travelled abroad, or changed any of my data usage habits or apps , I have a data limit of 750MB on the primary phone and Theyre telling that my usage was 1800MB ... I fail to understand how this is possible, when I asked them for a breakdown of the data usage, I was told they cannot do this due to Data protection (on my own phone , how can this be). Please advise what can be done in this situation ?

Thanks
Dale

MissKeith

Right, what phone do you have firstly? iPhones have in built data counters in the settings, you could check what was used if you had one. Also, have you ever tethered? Do you have any kind of data counter on your phone? That seems like a huge amount of data to me. There have been posts on here to prove Orange's Billing systems for data isn't always accurate. Give me a moment and I'll try and find the thread for you.

Also, you could ask for a SAR which allows you have access to all files and data they hold on you, they will more than likely ask for ID from you and £10 fee but it may be worth doing to get to the bottom of this mess.

grumbler

dzdale wrote: »

...when I asked them for a breakdown of the data usage, I was told they cannot do this due to Data protection

Don't buy this bu11shit from them. They (typically) are just trying to fob you off.

dzdale

Hi MissKeith, Thanks for the reply I have an iphone 4.0 & no I dont tether the phone to any other device. I do now have iOS 5 which I believe backs up automatically to iCloud, is this perhaps the problem ?

carolwat

I had this problem a few months ago and called business support. Turns out it was a data shock, their terminology, and they wrote it off as they could see from their records id never gone over my allowance.

MissKeith

dzdale wrote: »

Hi MissKeith, Thanks for the reply I have an iphone 4.0 & no I dont tether the phone to any other device. I do now have iOS 5 which I believe backs up automatically to iCloud, is this perhaps the problem ?

But that should only account for 5gb though. Go into your settings, I believe under general and then usage if I remember rightly. The phone should record how much data you've used since the last time you reset it. If you know roughly how much you use each month and when you had the phone you can work out if you've used the data or not.

You can then take a screen shot to prove to Orange they've got it wrong.

lamalamb_2

Hi, sounds like someone as made a big problem here. If they do not sort it get in contact with a company called CISAS. Orange sent me a bill for £1920.00 which they refused to let go. CISAS dealt with it and orange closed my account and the bill was put down to £0.00.

grumbler

MissKeith wrote: »

But that should only account for 5gb though...

I don't know what this figure means, but 1800Mb the OP mentioned is 1.8Gb

gjchester

lamalamb wrote: »

Hi, sounds like someone as made a big problem here. If they do not sort it get in contact with a company called CISAS. Orange sent me a bill for £1920.00 which they refused to let go. CISAS dealt with it and orange closed my account and the bill was put down to £0.00.

Just because a bill is high it does not make it wrong. The phone needs to be checked first.

CISAS will not normally get involved until you have been through Oranges Complaints procedures.

robt_2

dzdale wrote: »

Hi MissKeith, Thanks for the reply I have an iphone 4.0 & no I dont tether the phone to any other device. I do now have iOS 5 which I believe backs up automatically to iCloud, is this perhaps the problem ?

No. It only backs up over wifi.

NFH

My data usage is usually around 200MB to 400MB per month, but one month my Orange bill showed that I had used 916MB when my iPhone had recorded that I had used only 404.5MB (370MB downloaded and 34.5MB uploaded). Orange's customer service system showed that I had downloaded large quantities of data during short daytime periods on two days in the billing month, which if true would have severely drained my battery, but it hadn't done so because I didn't use the data. Also there's no way that my iPhone could have physically downloaded the alleged high quantity of data in the short periods stated. I was just within the 1GB fair usage allowance so there was fortunately no cost or other implication. Nevertheless I asked Orange to investigate several times and made sure that copious notes were made on my account in case the same thing should happen in future more excessively or when I'm roaming, but they failed to investigate. Unfortunately many other customers end up significantly out of pocket when the same thing happens; I was one of the lucky ones. I'm sure Orange know all about these data billing errors but won't admit it.