prepay sim sudden increase in cost orangeTmobile

Tbolt

Prepay data charge but never used web! T Mobile/Orange

Hi my wife has a prepay orange sim that was given to her by oldest daughter over 10 years ago. The phone was changed to iphone 1st gen (2g) from son when he upgraded to 3gs when launched years ago.

Because we still use landline this mobile is occaisionally used for texts and rarely for making calls. Understandaby topping up by £10 twice per year has been more enough to maintain this sim.

At some time recently the network changed to TMobile.

I put a £10 top up on this on 16th October showing a balance of £16.09. To our surprise today the balance is down to 99p.

There has been some increased text useage because of a recent health issue but not enough to match this amount ou use.

My wife called the call centre and was told the phone was being used on the internet. There has been no internet use on this phone through the sim ever and do not know if this sim can do so. It had been used on home wifi in the past but browser history shows not since January.

How do I challenge the alleged use of the phone when I have no contract with TMobile. There are no records on the phone of web use.

Would the change to TMobile from orange have changed any settings on the phone?

Any advice to stop this issue please.

grumbler

Smartphones use data even on 2g. They do this without asking you unless you switch mobile data off completely. Either do it in your phone or ask the provider to disable mobile data on their side.

Tbolt

Thanks Grumbler.

This phone always struggled to have any phone signal in my village so would struggle to link for data use. The strong Tmobile symbol now showing on the phone may mean there has been an improvement at the phone mast resulting in data charges being made.

I have registered to access the sim account on Orange web and found that regular charges for GPRS connection are being registered every 15 to 30 minutes at 2p a time. There is no credit on the phone now so I have turned it to airplane mode while I find the data controls. May need to download an app to do this using wifi.


I will ask Orange to block data on the sim as I requested a call back tomorrow.

grumbler

You don't need any app to use the phone on wifi. Just connect it to the router.
Mobile data can be switched off in the settings.

diamonds

Tbolt wrote: »

Thanks Grumbler.

This phone always struggled to have any phone signal in my village so would struggle to link for data use. The strong Tmobile symbol now showing on the phone may mean there has been an improvement at the phone mast resulting in data charges being made.

I have registered to access the sim account on Orange web and found that regular charges for GPRS connection are being registered every 15 to 30 minutes at 2p a time. There is no credit on the phone now so I have turned it to airplane mode while I find the data controls. May need to download an app to do this using wifi.


I will ask Orange to block data on the sim as I requested a call back tomorrow.

I'd call and ask for a refund, how were you to know it would automatically roam to T-mobile and change your charging cost/structure, can hurt to try, dial 450 & let us know how you get on.

Tbolt

The old iphone is JB so I downloaded an app from Cydia to block data.


Orange did not call back as promised yesterday so I called Orange this morning to complain.


There was an intro anouncement stating Orange are aware of problems with internet charging and people will receive refunds overbthe next 24 hours. I am not sure if this problem related to this phone.



Orange were appologetic for not calling back so did not charge for the call and gave me the following free landline number 08000790006.


They agreed to block data on the sim and request a refund but no guarantee as it is seen as a phone problem. I asked about the roaming to Tmobile but stated they are the same company.




Thanks for the help.


Gerry