Run Up Large EU Data Bill

Dan1878

Long time lurker on so be gentle!

I visited France for 5 days last week and subscribed to Oranges' £3 for 30MB bundle. On the last day of trip I tethered my iPad to my iPhone to get my emails on my iPad all synced up, disconnecting about 10 minutes later. It wasn't until about an hour later that my iPad buzzed and told me there was a new copy of the metro available to download.

As soon as I realised it had automatically downloaded to Newspaper I called Orange and explained the problem. They said there was nothing they could do until my bill was generated, but to give them a call back when it was generated to see if there was anything they could (today).


So I called up today and the guy on the phone spoke to his manager for about 5 minutes and then decided there was nothing they could do about it. I understand that it was my fault that it downloaded the paper but I did have a couple of arguments that were ignored -

1) I downloaded the data monitoring app DATAMAN for iPhone which picked up all the usage but it didn't pick up the tethering. They advertised this to me in a text saying I should use it to monitor my usage but it obviously didn't - it was confirmed to me by the man on the phone that it doesn't cover tethering data.

2) Can I appeal based on the EU Data Limit of 50 euros - or is that immediately removed because of my bundle?

I've been a customer for three years with Orange now. I can and will pay the bill but was just wondering if there were any grounds for an appeal.

And if it worth an appeal - does anyone know the best person to contact? Or an address would be great!

Thanks in advance!

Burp_2

Dan1878 wrote: »

2) Can I appeal based on the EU Data Limit of 50 euros - or is that immediately removed because of my bundle?

My thread is just below yours!

I too have had similar problem with a great whopping bill from Orange for being abroad

Whats the 50euros limit thing?

May work in my favour seeing as they are trying to charge me £377!

I too also used the Data Man app and they said unfortunately it doesnt cover e-mails etc.... but couldnt tell me what it did cover!

Dan1878

Dataman should record everything done on your iPhone just nothing it tethers to - as long as the app is open. I'll keep watching your thread to see if anything comes of it!

Dan1878

Oh - the 50 euro limit is here - orange.co.uk/roaming/eu-data-limit.html (can't post links!) - but it doesn't count if you have a bundle.

grumbler

Dan1878 wrote: »

2) Can I appeal based on the EU Data Limit of 50 euros - or is that immediately removed because of my bundle?

It's definitely the latter. That's why Orange are so eager now to sell you some bundle.

Buzby

I sympathise, but the error was one of omission - tethering should have been turned off, as it wasn't te data use proceeded and, even if untentional becomes a valid charge. They could suggest a goodwill gesture discount, but that would b for them to provide - if they don't the full amount remains due and chargeable.

nsabournemouth

You used it, you pay it.

Dan1878

nsabournemouth wrote: »

You used it, you pay it.

Thanks for the great advice - I've already said I'll pay for it

Dan1878

Buzby wrote: »

I sympathise, but the error was one of omission - tethering should have been turned off, as it wasn't te data use proceeded and, even if untentional becomes a valid charge. They could suggest a goodwill gesture discount, but that would b for them to provide - if they don't the full amount remains due and chargeable.

Dont you think having the app they advised me to download to monitor data usage - and when I did this it didn't monitor correctly means I have some kind of argument? I had it set up to give me an alert at 90% of my allowance - had I received this alert I would have just turned the internet off and investigated further.

NFH

Dan1878 wrote: »

Dont you think having the app they advised me to download to monitor data usage - and when I did this it didn't monitor correctly means I have some kind of argument?

Yes, Orange do specifically recommend some data monitor apps, but I can't remember where I saw this (maybe within the Orange iPhone app). You do have a valid argument, because they should have pointed out that it excludes tethering.

Dan1878

NFH wrote: »

Yes, Orange do specifically recommend some data monitor apps, but I can't remember where I saw this (maybe within the Orange iPhone app). You do have a valid argument, because they should have pointed out that it excludes tethering.

They sent me a text recommending the app. I've emailed customer service and then will forward to he exec team if I don't have any luck. Thanks for the advice!