Huge bill on O2 - unknowingly downloading data

grumbler

Culzean wrote: »

...I'm no technophobe but I certainly didn't understand at all the issues of data, as I don't need to having never used it, or had any intention to. Whatever has happened (and perhaps as suggested the battery coming out) something unbeknown to me has triggered it.

Your PC, if connected to the internet, uses data not only when you use your browser or other programs like, say, Skype. Have you never seen Windows downloading and installing updates without even asking you?

There is a weather icon (accuweather) but I think it was pre installed and would have been there forever

And? How do you think it knows the current weather to show?

I don't see what Samsung had to do with your problem.

I hope you did follow the below advice as this is the only genuine point you can complain about:

rmas21920 wrote: »

... use the argument that the cost incurred is massively out of line with charges customers pay now for data and that had you been on a current package the charges would only have been a fraction (£30) of what you were charged.

BTW, 300m and unlimited texts cost just £10 at Giffgaff with 1Gb of data thrown it. And it's the same O2 signal. It's madness to pay £20 for 300m+300t.

forgotmyname

I had a refund off Vodafone when my wifes Nokia C6 started accessing data suddenly.

I knew the plan didnt include data so disabled all the data settings before i handed it to her.

All fine for 3 months or so then at 3am one morning it started to constantly access the net. May have been WAP?

Checked the phone still disabled. Phoned Voda and they said take it to the shop so i did.

Told the guy in the shop and i got that look. I bet you missed something. After several minutes checking he said he will have to take it through to the back to get the tech guy to look at it.

He came back and went through the bill and saw it was constantly connecting. Not just once or twice but many times over several minutes then nothing for 20 - 40 minutes. Then it started again.

Seems it was something to do with Vodafone 360 but it wasnt a 360 enabled phone.

They were stumped and said the easiest thing to do was give use free data so we didnt get billed every month.

But all smartphones connect to the net these days. Check the time, Weather, Updates etc.

Unless you disable data they will try to connect.

A system update can be a few hundred MB also

Techhead_2

Culzean wrote: »

You're right on pretty well every count there .. particularly shouting at the lady at O2 ... but having spent the best part of 3 hours today on the phone to O2 and Samsung then her "couldn't really care less, it's your fault" attitude finally got to me.

I'm no technophobe but I certainly didn't understand at all the issues of data, as I don't need to having never used it, or had any intention to. Whatever has happened (and perhaps as suggested the battery coming out) something unbeknown to me has triggered it.

There is a weather icon (accuweather) but I think it was pre installed and would have been there forever

What is really getting to me (apart from £600) is the fact that O2 have turned paper billing off (apparently I was notified) but I get no advice saying my paperless billing is ready or here's a summary of charges and neither have they any alert system that recognises out of pattern activity. It's not rocket science but the lady I shouted at was happy to say "we can't sit here watching everyone's account"

I've written a letter to the CEO of O2. I'm sure he won't get to see it but hopefully someone with a sense of understanding will. If not then I'll try OFCOM as I've come across a report of theirs from over 2 years ago where they say they are going to ensure mobile operators warn customers about potentially unexpectedly high bills ... clearly something that never got beyond a nice looking report!

I don't know how it was said to you, but the lady at O2 is right. I for one would not wish my usage to be monitored for my own good.

Perhaps a less combative approach and taking in the good advice given by posters would be more successfull ?

Culzean

grumbler wrote: »

Your PC, if connected to the internet, uses data not only when you use your browser or other programs like, say, Skype. Have you never seen Windows downloading and installing updates without even asking you?
And? How do you think it knows the current weather to show?

I don't see what Samsung had to do with your problem.

I hope you did follow the below advice as this is the only genuine point you can complain about:

BTW, 300m and unlimited texts cost just £10 at Giffgaff with 1Gb of data thrown it. And it's the same O2 signal. It's madness to pay £20 for 300m+300t.

I do know the basics of a PC but on this phone I (thought I) had all data disabled. I found the weather icon on page 3 yesterday after all this came about. I've had the phone nearly 6 months never had any bill over my normal £20 so it seemed reasonable for me to think I was all set up OK and wouldn't have any unknown problems. I'm sure I shouldn't have to check the settings daily and I've seen no icon to suggest data is downloading

Thanks for the BTW re Giffgaff ... I suspect I'll be looking for a new service providor

Culzean

forgotmyname wrote: »

I had a refund off Vodafone when my wifes Nokia C6 started accessing data suddenly.

I knew the plan didnt include data so disabled all the data settings before i handed it to her.

All fine for 3 months or so then at 3am one morning it started to constantly access the net. May have been WAP?

Checked the phone still disabled. Phoned Voda and they said take it to the shop so i did.

Told the guy in the shop and i got that look. I bet you missed something. After several minutes checking he said he will have to take it through to the back to get the tech guy to look at it.

He came back and went through the bill and saw it was constantly connecting. Not just once or twice but many times over several minutes then nothing for 20 - 40 minutes. Then it started again.

Seems it was something to do with Vodafone 360 but it wasnt a 360 enabled phone.

They were stumped and said the easiest thing to do was give use free data so we didnt get billed every month.

But all smartphones connect to the net these days. Check the time, Weather, Updates etc.

Unless you disable data they will try to connect.

A system update can be a few hundred MB also

Thanks for this ... looks like a similar problem, I've had my phone 4 months with no problem until this.

Right now O2 aren't being as cooperative but I take heart that there's evidence that things can simply "go wrong"

JJ_Egan

Of course things can go wrong at O2 end but this reads as a case of user buying a product and not understanding the product and wanting to shift the blame .With the up and down arrows it reads as you have mobile data on now and are incurring further charges now .

Culzean

JJ_Egan wrote: »

Of course things can go wrong at O2 end but this reads as a case of user buying a product and not understanding the product and wanting to shift the blame .With the up and down arrows it reads as you have mobile data on now and are incurring further charges now .

I don't disagree with the premise but I had the product for 4 months and it hadn't attempted to download any data. The up and down arrow do signify that but it wasn't direct up and down it was diagonally so and both grey. Nothing in the Samsung user manual identifies what it meant but as I had data off I assumed I was OK

O2 of course argue that it is my fault, it's difficult to disagree as I've no evidence to prove that I didn't go in, change the settings and start this excessive download.

That said I do think that they could have a simple parameter in their systems that warns a user when their usage/billing goes above (say) 100% of a rolling average or such like. That isn't difficult and when I was looking at the OFCOM website yesterday it (notifying users when charges are becoming excessive) was a major output from a report they produced in March 12

Whilst I believe I've done little wrong my OP was really to ask if others had experienced similar and how did they proceed and with what outcome. I wasn't trying to build an argument to deflect blame elsewhere although I assume you can see why I'm aggrieved

Herongull

Are you outside the minimum contract term? If so just port out to something a fraction of what you are paying and put the savings towards offsetting these huge bills.

Do you actually use 300 minutes per month? If 200 was sufficient you could move to Giffgaff and pay only £7.50 per month. If you need more you probably need around £10 per month.

After 5 years or so, depending on your requirements, the savings will have offset the debt, and you keep saving. With PAYG, you will never have to worry about bill shock ever again.

It sounds as if O2 has ultimately done you a favour by showing you what an unsuitable contract you were on.

So port out now an save!

Culzean

Herongull wrote: »

Are you outside the minimum contract term? If so just port out to something a fraction of what you are paying and put the savings towards offsetting these huge bills.

Do you actually use 300 minutes per month? If 200 was sufficient you could move to Giffgaff and pay only £7.50 per month. If you need more you probably need around £10 per month.

After 5 years or so, depending on your requirements, the savings will have offset the debt, and you keep saving. With PAYG, you will never have to worry about bill shock ever again.

It sounds as if O2 has ultimately done you a favour by showing you what an unsuitable contract you were on.

So port out now an save!

I'll have a look at Giffgaff but we run 2 phones on the account and so it works out at £10 each and we're in the range of minutes, 200 wouldn't do a lot of the time. I may well make a saving but I suspect it's going to take years to recover £600+ from less than 1 month of use.

Herongull

Are many of your calls within the family?

With Lyca mobile you can get 100 mins and 100 texts plus unlimited free calls and texts within network for £5 (ie for 2 phones £10 total per month with 200 mins, 200 Texts in total) saving £120 per year over your current contract.