Help With Orange Needed. Data Overcharge on Bill.

KerryAnne96

I only use my phone for Texting, email, Twitter, Facebook and a Rugby forum & Instagram.

KerryAnne96

I received my paper bill today, and it seems i am being charged £16.66 for data usage. There is no breakdown of this data usage at all on the paper bill? But I have realised that I haven't paid enough yesterday for what I HAVE used so I have paid a further £5.94 today bringing the total amount paid from yesterday & today to £25.94 inc vat. I'm just disputing the £16.66 charge.

It seems i have had two missed calls from Orange today, (From what my text message notifications tell me.) ironically the calls could not be connected due to their poor network service in my area!
No voicemail was left.

KerryAnne96

Received this email from Orange today. Case Closed.

Dear Mrs Graham,

Thank you for your email in relation to data charges my name is Donna and I will
be your case Manager on this issue. I have tried to contact you by phone but
have been unsuccessful, therefore I have taken the opportunity to respond in
writing.

A check on your account shows that the data used is correct. Your bill shows
that the data being used is at various times of the day and on some occasions
early hours in the morning. This I believe may be background data, which is
data being used without you accessing the phone to update information real time
to one of your APP's.

APP's such as Face Book, Weather and Sports are usually the one that do this.
For example if someone who is listed as your friend on Face Book uploads a
message or picture, your phone is designed to pull this in real time so that you
can view messages and status updates as they happen.

Your bill shows that you have used 1,255.52MB which is 157MB over your allocated
monthly allowance. I acknowledge that you feel this is wrong as you have been
connected to WI-FI. WI-FI however is not listed on your bill when in use as it
is zero rated and not picked up.

As a gesture on this occasion I have applied a credit of £16.66 to your account.
The credit will cover your data charge in full.

I have also added a free of charge 1GB data bundle. From your next bill dated
10 August you will have 1.5GB of data to use in one month. This will cover the
data that your phone has used in full for you and prevent further high bills.

To check on what background data your phone is using please access your settings
and then data. The setting will show which APP's are using data and which are
not. You can un tick the APP that you do not want to update in the background
manually. To see your bill itemised please log in to: https://www.orange.co.uk and then
select 'Your Account'.

Thank you for taking the time to bring this issue to light and I do hope that
the resolution above has restored your faith in our network.

Yours sincerely



Donna Wigglesworth
Executive Office

c.c. Olaf Swantee, Chief Executive Officer - EE

My reply.
Dear Donna Wigglesworth,

Thank you for looking into my case and your return email.
Re the phone calls i did have two text notifications of your calls but neither was connected to my phone due to a poor signal.

I unfortunately still fail to Understand how my phone can be using any data during the day or early hrs of the morning when both my data and sync data are turned off during the night and are only turned on when needed?

Thank you very much for your gesture of £16.66 credit and data bundle to my account.

Regards,

I really am baffled as to how they can still say I have used the data, But hey ho its sorted now thank god. (Admission of guilt from Orange in a way of a credit & data bundle gesture?) Needless to say I will be closely monitoring my data usage this month & I am betting it will be back to normal and no where near what it was this month!
You see it pays to go to the Boss Man.

diamonds

Thanks for updates

KerryAnne96

No problem.

If anyone needs the Email address to contact someone with clout!
Please message me.

jimlad68

sympathies, I'm just about to post my problem re no account access after porting number, I previously got stung by Orange for about £27 data usage in the USA, had to give up as its their word against yours. THE ANNOYING THING IS THEY WILL NOT STOP YOUR DATA SERVICE WITHOUT STOPPING YOUR FOREIGN PHONE USE.

I'm afraid my only advice is retrospective, don't use Orange, and they seem worse since becoming EE. It was my first and last time.

Earthworm

jimlad68 wrote: »

sympathies, I'm just about to post my problem re no account access after porting number, I previously got stung by Orange for about £27 data usage in the USA, had to give up as its their word against yours. THE ANNOYING THING IS THEY WILL NOT STOP YOUR DATA SERVICE WITHOUT STOPPING YOUR FOREIGN PHONE USE.

I'm afraid my only advice is retrospective, don't use Orange, and they seem worse since becoming EE. It was my first and last time.

You can stop data yourself when abroad. iOS under mobile data settings, Android under Wireless and Network settings and Windows Phone under Mobile Network settings. Leaving roaming on but turning data off blocks internet use but allows calls/texts.

kirstvc

Hi I've just seen this post after trying to resolve the exact same problem! Since upgrading from payg to contract with orange my bill has been incorrect. Their customer service is awful, they basically insinuate you are a liar and come out with false statements. I'm not a very confident person when it comes to complaining, and I am embarrassed to admit I cried after the last call I made to their cs. Hope you all have a better result than I have so far!

Anoneemoose

Just a thought. Is it possible that your phone could be faulty? you say it is never connected to mobile data, but it obviously is. It is unusual (I am not saying impossible) for the billing systems to be incorrect and generally if they say the data has been used, it has. Usually the only issue with data billing being incorrect is the amount you are being charged rather than what you have actually utilised.

They can see itemised data charges on yr bills and will usually send this if asked although they might charge. The itemisation shows what time you connect and how much data is transferred at that time. This only shows when connecting through Orange/EE access points so as i said, it must have happened.

They will have credited your account, not as an admission of error, merely as an easy way to close your case.

mskay

Hi, I have been trying for the past two months to get Orange to unlock my phone. My 2 attempts via the phone mysteriously they had no record of and the electronic one hasn't got me very far either. Can anybody help?