New Virgin phone apps ran up a bill

katejo

Hobb wrote: »

Hi everyone. Newbie here. I wonder if you would care to cast an opinion on this issue?

A few months ago I bought a new phone and contract from Virgin mobile. Its a Samsung Galaxy Ace 2. It came with a sim contract.

I didn't like the phone so I gave it to my OH. She put her sim in and started to use it.

She noticed that her monthly phone bill was unusually high, from £6 a month to over £20. I assumed that she'd had to make a lot of calls outside her contract allowance.

After a couple of months we checked with Virgin mobile and it appears the phone is pre-loaded with several apps that automatically update several times a day. As she didn't have a data allowance on her contract, she was duly charged for it at the standard rates, which ran up the £20+ bill.

Virgin have said this is my fault, which I suppose to some degree it is. But, I've not heard of mobiles coming with pre-loaded apps that do that before. And the phone only had a bare minimum instruction book, so we had no idea the apps were on and doing this. Although the phone has wi-fi, it doesn't just use that to get net access.

The bill is around £50 that the apps have run up. My question is, should I argue with Virgin about it to get the £50 back?

Happy to hear opinions on this if anyone cares to venture one.

Am I missing something somewhere? If you took out the phone on a contract, surely you have to also pay a monthly payment yourself which would cover a quota of calls and internet access on your SIM card? If your wife then takes the SIM card out and uses her own one, aren't you in effect paying twice (your wife on payg and yourself because you have a contract with a minimum monthly payment)

grumbler

Guys_Dad wrote: »

Grumbler, have you been to W H Smith's lately and seen the plethora of guide books for Androids and Iphones? Come on!

And just what is "smart" about a "Smart phone" that does not in some way revolve around data??

Well, you mentioned the manual, not 'Smarphone for Dummies'. And when I buy a new piece of tech I read the manual in the first place, not rush to WHSmith for a guide.
'Smartphone' is around data indeed, but this doesn't necessarily mean that it is supposed to eat data without asking you.

mazza111

As with all smartphones. You have to turn mobile data off if you don't have a data plan. I don't think you can hold virgin responsible for this.

However, if you and your mrs have been with them for a while, they may knock a wee bit off as a goodwill gesture. Although that may depend on your tone when you call them and if you are good customers or not.

Every time I try to leave they come up with such a great offer that I can't refuse it But I have been with them since they started out in mobiles. Think it's just a matter of speaking to the right person.

Guys_Dad

grumbler wrote: »

Well, you mentioned the manual, not 'Smarphone for Dummies'. And when I buy a new piece of tech I read the manual in the first place, not rush to WHSmith for a guide.
'Smartphone' is around data indeed, but this doesn't necessarily mean that it is supposed to eat data without asking you.

But you said the manual was superficial! The point I was making is really this. If you buy into technology, then learn it and don't complain if your lack of knowledge costs you money.

People would complain if all the apps and operating system updates were turned off and vital updates were missed. The settings have to be set "on" or "off" or some qualification, such as only if wi-fi is on. People should look at their settings.

Now I have read a lot of your posts and you too have come down on people not knowing how to use the technology they have bought. Hopefully OP will do a bit more reading to avoid future bills.

Hobb

Guys_Dad wrote: »

You have got hold of a sophisticated piece of technology...

I was offered 'a sophisticated piece of technology' by the company. And its principle purpose is to send texts and make calls.

Guys_Dad wrote: »

...and then, like so many people, haven't bothered to read the manual on how to use it properly.

I'd have happily read it. Had one been provided. It wasn't.

Guys_Dad wrote: »

I was derided some time ago when I suggested people ought to be made to take a "smartphone driving test" before they were allowed to get one - simply for their own protection from situations such as this - not to mention roaming!

You're assuming it's my first smartphone. It isn't. But it does differ in some important ways from previous ones. But I was not made aware of them.

Guys_Dad wrote: »

Take some time out or get hold of someone who knows something about them - start with any normal 12 year old, as they are usually pretty savvy. If you don't then you will (a) never get the full benefit of a smartphone or (b) continue to get big bills.

Sage advice.

Guys_Dad wrote: »

Either that, or replace it with a good basic normal handset.

Already got two.

Hobb

grumbler wrote: »

What sort of notifications did you expect? That your phone was using mobile data that your wife's account was enabled for?

No, but I think it would have been reasonable to either be informed of that fact or be allowed to choose for myself which apps should be activated in such a way or not.

grumbler wrote: »

£16 extra on her bill was more than sufficient 'notification' that you simply ignored.

It's happened in the past when circumstances arose.

Hobb

katejo wrote: »

Am I missing something somewhere? If you took out the phone on a contract, surely you have to also pay a monthly payment yourself which would cover a quota of calls and internet access on your SIM card? If your wife then takes the SIM card out and uses her own one, aren't you in effect paying twice (your wife on payg and yourself because you have a contract with a minimum monthly payment)

No. We both have monthly Virgin sims. I called them to ask about an offer posted on HUKD (where I also found out about MSE), and they offered me a new contract. Nice phone, just not for me.

Hobb

mazza111 wrote: »

As with all smartphones. You have to turn mobile data off if you don't have a data plan. I don't think you can hold virgin responsible for this.

However, if you and your mrs have been with them for a while, they may knock a wee bit off as a goodwill gesture. Although that may depend on your tone when you call them and if you are good customers or not.

Every time I try to leave they come up with such a great offer that I can't refuse it But I have been with them since they started out in mobiles. Think it's just a matter of speaking to the right person.

Thanks.

But on one point, my last smartphone didn't require the data turning off.

Hobb

Guys_Dad wrote: »

But you said the manual was superficial! The point I was making is really this. If you buy into technology, then learn it and don't complain if your lack of knowledge costs you money.

People would complain if all the apps and operating system updates were turned off and vital updates were missed. The settings have to be set "on" or "off" or some qualification, such as only if wi-fi is on. People should look at their settings.

Now I have read a lot of your posts and you too have come down on people not knowing how to use the technology they have bought. Hopefully OP will do a bit more reading to avoid future bills.

I think that's a reasonable comment, but when we went into the Virgin store to find out why the bills were so high and what was using it, it took two members of staff to (a) work it out and (b) to rectify the issue.

Hobb

And thanks guys - I actually do appreciate the comments. Ta.