£542 data charge from talk talk (not even left the uk)

visidigi

abouda wrote: »

Bad New: the ombudsman decided against me.
[FONT=&quot][FONT=&quot]"TalkTalk terms and conditions state you are responsible to monitor your data usage as per its terms and conditions. We consider it is your responsibility to be aware of your terms and conditions."
I certainly would have bought this phone and the contract if I had imagined all the services such as the "dashboard" , the email/text alert are additional services. TT or any provider does not have to provide it. I thought I was buying a set of services. In that case I am wondering why they bother to provide them. I am still amazed by this response.






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My argument would be that you accept its your responsibility to monitor your data usage, but at the same time, the provider should be able to, by phone, provide you real-time confirmation of your calculations when on your home network provider's network.

Hiding behind a system deficiency would bring up the question of the responsibility being yours being an unfair contract term IMO

mlqs01

I have the same issue with Talk Talk. The e-mail update about usage was late (~2 days); I couldn't sign in to check my usage on the Talk Talk website on that day due to the cyber attack; the usage limit apparently doesn't do anything and resulted in a ~£440 bill for unknown data usage that sent me over my allowance whereas my usage limit is set to £15 to try and prevent exactly this sort of eventuality.

Some how I apparently downloaded over 2GB worth of data but can't find any record of a download. The only thing I tried to sign in to was the Talk Talk My Account in order to check my usage! Certainly there was no video etc. involved.

All this happened on the day that the cyber attack was announced.

My initial appeal to their 'CEO' has been rejected but I am appealing again.

dillydilly

Same issue, happened twice, kids watching a video when WiFi dropped and they didn't noticed their phones had switched to data, first I heard was following morning when they charged £130 first time, £230 second time, despite being told I had £15 limit. It's wrong to suggest the fault lies with the user, on that justification they'd be justified in charging me £1m... If they sold the service with the warning "if you exceed your data limit by 1 hour we will advise you next morning of a £360 charge" I doubt many would sign up, this in a nice little profit earner for the company that needs highlighting. How I enjoyed last week's news...

grumbler

dillydilly wrote: »

Same issue, happened twice, kids watching a video when WiFi dropped and they didn't noticed their phones had switched to data, first I heard was following morning when they charged £130 first time, £230 second time, despite being told I had £15 limit.

Limit is not a cap. Like a credit card limit, it is in place to protect them, not you.

It's wrong to suggest the fault lies with the user, on that justification they'd be justified in charging me £1m...

It's fundamentally wrong to give a phone to kids without making sure that mobile data is switched off or capped - especially for streaming video.

If they sold the service with the warning "if you exceed your data limit by 1 hour we will advise you next morning of a £360 charge" I doubt many would sign up

Do they sell the service with a promise to cap your usage or to warn you immediately when you reach the allowance?

dmliverpool

My data stops working once the limit is reached. This seems like a farce on top of being hacked.

wongataa

What people need to do is set a data limit on their phones. On Android there is a built in data counter where you can set a limit which if reached turns mobile data off. No more worrying about exceeding one's limit. There must be similar solutions for iPhones and Windows phones.

Don't rely on the network providers data counters to keep up with your usage. Your phone's data counter will always be up to date.

d123

Or, even more simply, if the user has a small allowance or expensive data rate, the user can turn off mobile data when not specifically in use and rely on wifi. If they decide to use mobile data they turn it on to use it and then turn it back off after use.

The excuse of "wifi dropped and it started using mobile data" is a poor excuse. People should expect this to happen and plan accordingly.

Double_V

Watching videos over 3G/4G eats data like crazy.
Also make sure HD streaming is enabled only for "over wifi".
And download apps over wifi enabled.

I have only 2GB Data plan, and never runs out.
Everywhere we go these days we have wifis.
And I don't watch videos over 3g.