Talkmobile -data usage apparently duplicated?

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Enceladus
Enceladus Posts: 89 Forumite
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Our daughter has a Talkmobile contract with 1GB of data allowance. Recently her bill unexpectedly doubled. This was because she exceeded her allowance despite the fact that the android phone has a 925MB limit set. Talkmobile are adamant that the excess usage is correct and refuse to do anything about it. Looking at the detail I can see lots of duplicated entries. EG see below for one of the worst.

Looking at some of the more reasonable bills I note that there is only sporadic duplication, if at all.

The actual Kilobytes / Megabytes used do not seem to be detailed. Just the time.

How can there be nine entries for 10:33 when each instance lasted more than 2 minutes? Is there something wrong?
25/03 10:33 TKCONTRACT 00:02:92 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:92 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24
25/03 10:33 TKCONTRACT 00:02:93 £0.24

Comments

  • victor2
    victor2 Posts: 7,653 Ambassador
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    We have a similar issue with OH's mobile on T-mobile (now of course under the Nothing Nowhere banner).
    Their tech support said that Android will access mobile data, even if it is disabled, for automated application updates. You would have to dig into the data usage log to see what is using data when it is supposedly disabled.
    Even more annoyingly, they said they can't put a cap on the data usage as users would complain if they needed to use it in an emergency. Surely that is what the telephone functionality itself is for and that's just an excuse to charge you an arm and a leg for going over the limit. Anyway, it seems all you can do is set a more conservative limit like 900MB on a 1GB allowance and hope no major updates come through. OH's mobile is set to only update when it has a WiFi connection, but still some seem to trickle through over the mobile data connection.

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  • grumbler
    grumbler Posts: 58,629 Forumite
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    victor2 wrote: »
    Their tech support said that Android will access mobile data, even if it is disabled, for automated application updates
    It's common even for 'tech support' to tell porkies.
  • grumbler
    grumbler Posts: 58,629 Forumite
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    Enceladus wrote: »
    ...How can there be nine entries for 10:33 when each instance lasted more than 2 minutes? Is there something wrong?
    Everything looks wrong, especially 00:02:93
  • MataNui
    MataNui Posts: 1,075 Forumite
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    Dont let this go. That bill looks to be clearly bogus. Did they even look at the detail before fobbing you off? Next time you speak to tech support record the call. They are telling you a complete pile of something very smelly. I code android apps and android phones DO NOT do updates when mobile data is turned off (unless you have set them to update on wifi, but then they use the wifi). When you end up excalating this to the ombudsman recordings of support blatantly telling lies to justify the bill will count against TM hugely.
  • davestalker
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    We bought our 12 year old son a Nokia smartphone, which he used on and off (mostly off) until he got bored with the Windows OS and we decided to get him another handset with Tesco.
    When we called TalkMobile to leave they said we had an outstanding balance of £58. This, when his monthly bill almost never went over the £10.50 his monthly contract was for.


    I asked for a bill and after receiving it, can see the same thing listed in this thread; loads of TKCONTRACT entries for 48 minutes, sometimes as many as six at one time.
    Should I be telling them to whistle for this bill?
  • smax111
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    Hi ,
    I had a few similar episodes with talk mobile where the data use is being duplicated. When I see a breakdown of my mobile data usage , I can see that the duration of usage between a couple of minutes is very high and duplicated numerous times.

    Please see below some of the entries from my detailed bill for the mobile data usage.


    Date Time Number Duration Cost

    04/07 16:33 TKCONTRACT 00:01:71 £0.14
    04/07 16:30 TKCONTRACT 00:02:92 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24
    04/07 16:29 TKCONTRACT 00:02:93 £0.24
    04/07 16:29 TKCONTRACT 00:02:93 £0.24

    04/07 16:28 TKCONTRACT 00:02:92 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24
    04/07 16:26 TKCONTRACT 00:02:92 £0.24
    04/07 16:26 TKCONTRACT 00:02:92 £0.24
    04/07 16:26 TKCONTRACT 00:02:92 £0.24
    04/07 16:25 TKCONTRACT 00:02:93 £0.24
    04/07 16:25 TKCONTRACT 00:02:92 £0.24
    04/07 16:25 TKCONTRACT 00:02:93 £0.24
    04/07 16:22 TKCONTRACT 00:02:92 £0.24
    04/07 11:52 TKCONTRACT 00:02:87 £0.23
    04/07 09:20 TKCONTRACT 00:02:86 £0.23
    04/07 09:19 TKCONTRACT 00:02:92 £0.24
    04/07 09:17 TKCONTRACT 00:02:92 £0.24
    04/07 09:16 TKCONTRACT 00:02:92 £0.24
    04/07 09:04 TKCONTRACT 00:02:91 £0.24
    04/07 08:02 TKCONTRACT 00:01:05 £0.09
    04/07 07:58 TKCONTRACT 00:00:03 £0.00
    04/07 07:06 TKCONTRACT 00:00:02 £0.00
    04/07 01:09 TKCONTRACT 00:00:18 £0.01
    03/07 22:40 TKCONTRACT 00:00:05 £0.00
    03/07 16:57 TKCONTRACT 00:00:29 £0.02
    03/07 10:57 TKCONTRACT 00:00:37 £0.03
    03/07 06:34 TKCONTRACT 00:00:23 £0.02
    03/07 00:34 TKCONTRACT 00:00:05 £0.00
    02/07 18:34 TKCONTRACT 00:00:20 £0.02
    02/07 14:44 TKCONTRACT 00:00:10 £0.01
    02/07 13:12 TKCONTRACT 00:00:10 £0.01
    02/07 11:17 TKCONTRACT 00:00:14 £0.01
    02/07 05:17 TKCONTRACT 00:00:11 £0.01
    01/07 23:17 TKCONTRACT 00:00:06 £0.00
    01/07 21:48 TKCONTRACT 00:00:09 £0.01
    01/07 17:51 TKCONTRACT 00:00:14 £0.01
    01/07 16:32 TKCONTRACT 00:01:46 £0.12
    01/07 14:53 TKCONTRACT 00:02:90 £0.24
    01/07 14:50 TKCONTRACT 00:02:92 £0.24
    [COLOR="rgb(139, 0, 0)"]01/07 14:49 TKCONTRACT 00:02:93 £0.24
    01/07 14:49 TKCONTRACT 00:02:93 £0.24[/COLOR]
    01/07 14:46 TKCONTRACT 00:02:93 £0.24
    01/07 14:44 TKCONTRACT 00:02:93 £0.24
    01/07 14:43 TKCONTRACT 00:02:92 £0.24
    01/07 14:39 TKCONTRACT 00:02:92 £0.24
    01/07 14:35 TKCONTRACT 00:02:93 £0.24
    01/07 14:31 TKCONTRACT 00:02:93 £0.24
    01/07 14:29 TKCONTRACT 00:02:92 £0.24
    01/07 14:23 TKCONTRACT 00:02:92 £0.24
    01/07 14:19 TKCONTRACT 00:02:92 £0.24
    01/07 14:17 TKCONTRACT 00:02:92 £0.24
    01/07 14:15 TKCONTRACT 00:02:92 £0.24
    01/07 14:13 TKCONTRACT 00:02:93 £0.24
    01/07 14:08 TKCONTRACT 00:02:93 £0.24
    01/07 14:05 TKCONTRACT 00:02:93 £0.24
    01/07 14:03 TKCONTRACT 00:02:93 £0.24
    01/07 14:02 TKCONTRACT 00:02:93 £0.24
    01/07 13:59 TKCONTRACT 00:02:93 £0.24

    This is only a small example , there is several instances of this duplication due to which I had to pay close to £50 for using data above my allowance. Talk mobile are not being helpful and not able to give me a logical explanation of why there is multiples entries at particular times.
  • smax111
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    Enceladus wrote: »
    Our daughter has a Talkmobile contract with 1GB of data allowance. Recently her bill unexpectedly doubled. This was because she exceeded her allowance despite the fact that the android phone has a 925MB limit set. Talkmobile are adamant that the excess usage is correct and refuse to do anything about it. Looking at the detail I can see lots of duplicated entries. EG see below for one of the worst.

    Looking at some of the more reasonable bills I note that there is only sporadic duplication, if at all.

    The actual Kilobytes / Megabytes used do not seem to be detailed. Just the time.

    How can there be nine entries for 10:33 when each instance lasted more than 2 minutes? Is there something wrong?

    Did you have any luck with this? What is talk mobile saying?
  • smax111
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    Hi,
    I have been having issues with talk mobile's calculation of my data usage over the last few months. I noticed that there are several duplicate entries against data usage at particular times of the day/night.

    The detailed breakdown of my data usage shows instances where there are multiple entries at specific times each lasting 02 min 92 secs.

    Date time Number Duration cost
    06/07 02:31 TKCONTRACT 00:00:10 £0.01
    06/07 00:32 TKCONTRACT 00:00:02 £0.00
    05/07 21:58 TKCONTRACT 00:00:08 £0.01
    05/07 15:58 TKCONTRACT 00:00:48 £0.04
    05/07 15:45 TKCONTRACT 00:00:08 £0.01
    05/07 13:22 TKCONTRACT 00:01:79 £0.14
    05/07 12:45 TKCONTRACT 00:00:63 £0.05
    05/07 12:16 TKCONTRACT 00:02:90 £0.24
    05/07 11:35 TKCONTRACT 00:00:35 £0.03
    05/07 09:45 TKCONTRACT 00:00:06 £0.00
    05/07 09:26 TKCONTRACT 00:00:00 £0.00
    05/07 03:58 TKCONTRACT 00:00:09 £0.01
    05/07 02:24 TKCONTRACT 00:00:00 £0.00
    04/07 23:30 TKCONTRACT 00:00:01 £0.00
    04/07 22:16 TKCONTRACT 00:00:05 £0.00
    04/07 17:19 TKCONTRACT 00:01:56 £0.13
    04/07 16:33 TKCONTRACT 00:01:71 £0.14
    04/07 16:30 TKCONTRACT 00:02:92 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24
    04/07 16:30 TKCONTRACT 00:02:93 £0.24

    04/07 16:29 TKCONTRACT 00:02:93 £0.24
    04/07 16:29 TKCONTRACT 00:02:93 £0.24

    04/07 16:28 TKCONTRACT 00:02:92 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24
    04/07 16:27 TKCONTRACT 00:02:93 £0.24

    04/07 16:26 TKCONTRACT 00:02:92 £0.24
    04/07 16:26 TKCONTRACT 00:02:92 £0.24
    04/07 16:26 TKCONTRACT 00:02:92 £0.24

    04/07 16:25 TKCONTRACT 00:02:93 £0.24
    04/07 16:25 TKCONTRACT 00:02:92 £0.24

    04/07 16:25 TKCONTRACT 00:02:93 £0.24
    04/07 16:22 TKCONTRACT 00:02:92 £0.24
    04/07 11:52 TKCONTRACT 00:02:87 £0.23
    04/07 09:20 TKCONTRACT 00:02:86 £0.23
    04/07 09:19 TKCONTRACT 00:02:92 £0.24
    04/07 09:17 TKCONTRACT 00:02:92 £0.24
    04/07 09:16 TKCONTRACT 00:02:92 £0.24
    04/07 09:04 TKCONTRACT 00:02:91 £0.24
    04/07 08:02 TKCONTRACT 00:01:05 £0.09
    04/07 07:58 TKCONTRACT 00:00:03 £0.00
    04/07 07:06 TKCONTRACT 00:00:02 £0.00
    04/07 01:09 TKCONTRACT 00:00:18 £0.01
    03/07 22:40 TKCONTRACT 00:00:05 £0.00
    03/07 16:57 TKCONTRACT 00:00:29 £0.02
    03/07 10:57 TKCONTRACT 00:00:37 £0.03
    03/07 06:34 TKCONTRACT 00:00:23 £0.02
    03/07 00:34 TKCONTRACT 00:00:05 £0.00
    02/07 18:34 TKCONTRACT 00:00:20 £0.02
    02/07 14:44 TKCONTRACT 00:00:10 £0.01
    02/07 13:12 TKCONTRACT 00:00:10 £0.01
    02/07 11:17 TKCONTRACT 00:00:14 £0.01
    02/07 05:17 TKCONTRACT 00:00:11 £0.01
    01/07 23:17 TKCONTRACT 00:00:06 £0.00
    01/07 21:48 TKCONTRACT 00:00:09 £0.01
    01/07 17:51 TKCONTRACT 00:00:14 £0.01
    01/07 16:32 TKCONTRACT 00:01:46 £0.12
    01/07 14:53 TKCONTRACT 00:02:90 £0.24
    01/07 14:50 TKCONTRACT 00:02:92 £0.24
    01/07 14:49 TKCONTRACT 00:02:93 £0.24
    01/07 14:49 TKCONTRACT 00:02:93 £0.24
    01/07 14:46 TKCONTRACT 00:02:93 £0.24
    01/07 14:44 TKCONTRACT 00:02:93 £0.24
    01/07 14:43 TKCONTRACT 00:02:92 £0.24
    01/07 14:39 TKCONTRACT 00:02:92 £0.24
    01/07 14:35 TKCONTRACT 00:02:93 £0.24
    01/07 14:31 TKCONTRACT 00:02:93 £0.24
    01/07 14:29 TKCONTRACT 00:02:92 £0.24
    01/07 14:23 TKCONTRACT 00:02:92 £0.24
    01/07 14:19 TKCONTRACT 00:02:92 £0.24
    01/07 14:17 TKCONTRACT 00:02:92 £0.24
    01/07 14:15 TKCONTRACT 00:02:92 £0.24
    01/07 14:13 TKCONTRACT 00:02:93 £0.24
    01/07 14:08 TKCONTRACT 00:02:93 £0.24
    01/07 14:05 TKCONTRACT 00:02:93 £0.24
    01/07 14:03 TKCONTRACT 00:02:93 £0.24
    01/07 14:02 TKCONTRACT 00:02:93 £0.24
    01/07 13:59 TKCONTRACT 00:02:93 £0.24
    01/07 13:56 TKCONTRACT 00:02:93 £0.24
    01/07 13:26 TKCONTRACT 00:02:91 £0.24
    01/07 12:02 TKCONTRACT 00:02:89 £0.23
    01/07 11:56 TKCONTRACT 00:02:91 £0.24
    01/07 11:55 TKCONTRACT 00:02:92 £0.24
    01/07 11:54 TKCONTRACT 00:02:92 £0.24
    01/07 11:53 TKCONTRACT 00:02:92 £0.24
    01/07 09:11 TKCONTRACT 00:02:86 £0.23
    01/07 08:49 TKCONTRACT 00:01:91 £0.16
    01/07 08:42 TKCONTRACT 00:02:91 £0.24
    01/07 08:39 TKCONTRACT 00:02:91 £0.24
    01/07 08:37 TKCONTRACT 00:02:91 £0.24
    01/07 08:30 TKCONTRACT 00:02:91 £0.24
    01/07 08:09 TKCONTRACT 00:02:90 £0.24
    01/07 03:29 TKCONTRACT 00:00:00 £0.00
    30/06 22:00 TKCONTRACT 00:00:12 £0.01
    30/06 20:24 TKCONTRACT 00:00:01 £0.00
    30/06 18:50 TKCONTRACT 00:00:01 £0.00
    30/06 17:52 TKCONTRACT 00:01:43 £0.12
    30/06 17:51 TKCONTRACT 00:02:92 £0.24
    30/06 17:33 TKCONTRACT 00:02:87 £0.23
    30/06 17:30 TKCONTRACT 00:02:92 £0.24
    30/06 17:30 TKCONTRACT 00:02:92 £0.24
    30/06 17:30 TKCONTRACT 00:02:92 £0.17


    How can there be multiple entries , for instance at 16:30 on 04/07 when each instance has lasted roughly 3 minutes.. Talk mobile muppets have not been able to give me a logical explanation for this. This has repeated several times throughout my bill which has costed me.

    Is this right or am I missing something?
  • grimnog
    grimnog Posts: 27 Forumite
    First Anniversary First Post Combo Breaker
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    I don't think it's 2 mins 92, but rather 2.92 Mb of data usage. Having recently had a major falling out with talkmobile, I've ascertained that this is the sort of size you'd expect from an mms message - so perhaps the multiple entries would be sending a picture message to several people at the same time.

    That said, the whole data usage issue is one clouded in secrecy, with them apparently being unable to say what any of th usage you're billed was actually used for. I recently had a 60Mb download listed on my account at a time that I categorically know I was without mobile reception, so it would be physically impossible for me to have downloaded something so massive. It was also very out of character with my normal usage. Having complained vehemently to talkmobile and being given the usual run around on several occasions, I finally had my complaint escalated to the "chief executive's office" - posh speak for Customer Complaints department. The chap there was finally very helpful. He apologised, refunded the extra charges and placed a gratis extra amount of data usage on my account for every month until I leave them. He explained they had been having billing difficulties with the Carphone Warehouse system that they previously used, but have recently moved it all in house which should make things better for them from now on.

    Basically, don't give up. Escalate your complaint and eventually you'll find someone who cares.

    Good luck.
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