Phone using up all the credit

Beachview_2

My Mum's phone is using up all the credit even though she hardly makes any calls/texts.

It is a Nokia on the 02 network. I don't know what model it is but I know its very basic. There is no internet on it so that's not what's using up the credit.

She put £10 on it about 2 weeks ago and the new balance was displayed. She only made one call since topping up, and that call was to my mobile today. She was only on for a couple of mins and now her balance is down to a few pence. The call was 1 min 48 seconds so how could that have cost so much?

DUTR

Beachview wrote: »

My Mum's phone is using up all the credit even though she hardly makes any calls/texts.

It is a Nokia on the 02 network. I don't know what model it is but I know its very basic. There is no internet on it so that's not what's using up the credit.

She put £10 on it about 2 weeks ago and the new balance was displayed. She only made one call since topping up, and that call was to my mobile today. She was only on for a couple of mins and now her balance is down to a few pence. The call was 1 min 48 seconds so how could that have cost so much?

You are assuming the user has not done anything with the handset in the 2 weeks? I know readers don't like to read it, but sometimes it can be user error.

NFH

Beachview wrote: »

My Mum's phone is using up all the credit even though she hardly makes any calls/texts.

You'll have to log in on O2's web site and look at the usage history. If O2 is one of those networks that unreasonably hides usage history from prepaid customers, then you'll have to phone O2 and ask them to look at the usage history for you.

Asking us is not going to give you the answer; we will only be guessing.

CACHAF

Is she locking the screen correctly when it is not in use? An elderly friend of ours keeps forgetting to do this and texts and calls people without knowing anything about it. Might be worth checking if this is the case for her too?

Hope you get it sorted soon x

Farway

Is auto key lock on?

If not as per above, maybe calling etc whilst in handbag jiggling about with her keys, tissues and whatever else is in there

mobilejunkie

With most phones you can set the call log and check how many minutes etc. have been used since it was last reset to zero. I do that on all my contract phones resetting on the bundle date each month; she can reset the counters when she tops up and at least keep an eye on them.

Beachview_2

Farway wrote: »

Is auto key lock on?

If not as per above, maybe calling etc whilst in handbag jiggling about with her keys, tissues and whatever else is in there

The phone is normally kept off. She only turns it on on the rare occasion that she needs to make a call.

Quiet_Spark

Has she changed tariff and you are not aware?


My son's PAYG tariff takes his entire £10 top up in one go, but in return for having "zero" credit he does end up with 600 minutes, 1000 SMS, and 250MB of data.

Beachview_2

DUTR wrote: »

You are assuming the user has not done anything with the handset in the 2 weeks? I know readers don't like to read it, but sometimes it can be user error.

I know she hasn't done anything with it. This is the first time its been on since it was topped up. She wouldn't be able to go into settings and change anything anyway.

I just thought I'd come on here before contacting 02 as I wasn't too keen on their customer service before, thought that was probably a couple of years ago

Beachview_2

Quiet_Spark wrote: »

Has she changed tariff and you are not aware?


My son's PAYG tariff takes his entire £10 top up in one go, but in return for having "zero" credit he does end up with 600 minutes, 1000 SMS, and 250MB of data.

She wouldn't know how to change the tariff. All she can do is switch it on and off, and make calls.

Kernel_Sanders

In that case she probably wouldn't know how to check her call history. You should do that before contacting o2.