Orange bill for £500 - help

grumbler

NFH wrote: »

How many megabytes are Orange billing you for and how many megabytes did your phone record that you'd used on the day in question? Without this information, you're going to find it hard to dispute the bill.

Why? What about £1 daily cap?

pay monthly out of plan costs

maximum daily charge for data browsing £1

EDIT: I see, it's probably only for 'browsing' and doesn't apply to 'streaming'.

pleasedelete

Hi. We had this on husbands iPad just after he downloaded a Eurosport app. Bill was £500. They recalculated bill as a £2 a day cap should have been on. They went back 12 months and at the end they owed us.

This was in July and all the costs were on 3 days. iPad was in house and linked to wifi. All we can assume is app wasn't shut down in some way and each time it lost broadband (ours is pants) it went onto 3G. The times they gave us were just odd. One day it was 2am to 6am. We were all asleep in bed and iPad was charging on chest of drawers- I remembered date as train was late- I didn't get home until 11 and we went straight to bed.

It was a£2 cap on a joint iPad and iPhone contract.

Have to say they were really great about it.

pleasedelete

Did orange sort it out for you?

simax

The album you downloaded probably used 150MB of data if downloaded via mobile data. Even so if you were over your allowance that should have only cost £1.00.

I expect what has happened is the "£1 Daily data cap" product is missing from your account and the system has been billing you at the old standard "Orange World" rate of £3/MB (which at 150MB use would = £450). If that is the case, and they can see that you've been charged at £3/MB then that is wrong and you can ask the CSR to send a request to billing integrity to have the £1 daily data limit applied and the bill to be recalculated.

Hope you sort it out.

baggy13

While trying to add a iPhone 5 to my wife's account I was also told that I owe £500 but for a laptop I've never owned or ordered.
Why do they think they can get away with this

simax

Because it didn't happen.

If you owed that much on an account you'd be barred and you'd certainly know on the bill.

malid

MrsPB wrote: »

I've received our mobile phone bill for August from Orange and my phone has clocked up an extra £500. I've spoken to Orange about it and after a few days of looking into it they tell me I was "streaming" or something similar for one hour and ten minutes at lunchtime on 10 August. They can't tell me any more details. I don't really understand what streaming is - I only use the phone for calls, texts, reading work e-mails and occasional internet browsing (and very occasionally to listen to music). It's an iphone 4. I definitely haven't watched any live TV and never watched a movie on my phone. What else could it be? I'm worried as I don't know what it's for so
a) have I actually caused this cost and
b) how do stop it happening again?


Please can anyone help with what I should do next?

Thanks

Just seen this post and I posted something similar yesterday here:
https://forums.moneysavingexpert.com/discussion/comment/56057005#Comment_56057005

Orange were really unhelpful as you can see and because it's a Business Sim (sold to my hsband as a better deal even though he's a personal customer), the cap is £300 not £1 per day.

JethroUK

sillygoose wrote: »

This kind of thing happens all too often for my liking and I find it pretty scary, ...


.

I agree
Its totally outrageous
knowingly allowing technology to rack up these telephone number bill s (pun intended) without their owners consent is immoral and should be illegal

Herongull

Personally I would avoid phone contracts.

With PAYG (and bundles) you can never lose more than the credit in your phone (ie £10 or whatever).

You don't have to worry about "out of control" phones gobbling up £££s without your knowledge.

You don't have to worry about phone companies and their mysterious and huge bills.

You don't have to worry about your phone being stolen and used abroad racking up thousands before the phone company gets around to blocking it.

You don't have to worry about being trapped into a contract if you move home or the local mast stops working and you can't get a signal on your contract network.

I know this doesn't help your predicament, but perhaps it may help others when feeling tempting by some "fantastic" contract offer.......

MrsPB

Many thanks for your replies. Have just spoken to Orange again. I mentioned the cap. She said there is a cap of £40 a day. Hooray, I thought! However, it's £40 per connection per day. To me that means £40 per connection. £40 per day means if I have three connections they'll still only charge me £40. Their £40 per day means if I connect three times on one day I'll get charged £120. Am I being daft, as I don't understand their "per day"?

They have asked me to reset my phone and they will monitor it for 24 hours. She did concede that it was an unusually large amount based on the rest of my phone using history. Unfortunately they have taken the full amount by direct debit so I'm not sure I have much leverage for them to sort it out.

Surely they should be able to tell me what I was doing to rack up such a cost? And even if I did, how does 60 mins of time cost so much? Why is it so expensive?

I asked if I could have a cap in the future, so that once I'd used up my inclusive MB it would not work any more and she said they don't offer that service. Thanks Orange - what a surprise!