Over £400 for 133MB data on home network, surely a billing error?

Au_Saver

redux wrote: »

Yes, but that doesn't imply automatic tariff change; it says customers wishing to upgrade must sign up to an EE tariff.

If you haven't changed " upgraded" it, it will still be on the old Virgin equivalent tariff (even though Virgin's tariff it was based on no longer exists).

So the tariff is not withdrawn for existing customers then - Wikipedia needs to be updated.

redux wrote: »

I just logged in to the account for my old one, and it still says EQ Virgin tariff. There is a box and button inviting me to upgrade, but no notice compelling me to do so.

I have not set-up internet access to my EQ Virgin account if that is what is needed and never see anything on my paper bill about charging rates, just in text message form from EE, so are you able to view your schedule of charges?

redux

I don't know. The only things I've used it for in the last few years have been a handful of Orange Film text messages, and to qualify for a cheaper home broadband offer.

You need to try and get their sympathy and be billed as if a £5 500 MB bundle had been applied.

Au_Saver

EE clearly don't want you to know what you will pay for calls and data if you don't have an add-on or bundle. They say there are no hidden charges for pay monthly data on the EE site. Well I pay monthly and the data charges are well and truly hidden for me at least. I have spent many days searching for this information and no one on MSE has come up with anything either that constitutes an up-to-date schedule of charges originating from EE that is applicable to EQ Virgin. If I can't find it now there is no way I could have easily known that I had a weapon of wealth destruction inside my phone in the form of an orange sim card.

So hopefully that should get their sympathy, otherwise I will charge them for the time and effort I have endured, seeking information that would take me less than a minute of my time with Giffgaff.

redux

Au_Saver wrote: »

... and no one on MSE has come up with anything either that constitutes an up-to-date schedule of charges originating from EE that is applicable to EQ Virgin.

I didn't realise you'd asked. Why not find it yourself.

The EQ tariff is on the website, on a PDF updated for May 2013 changes.

It doesn't mention data, perhaps because that wasn't originally available. Until I read this thread I wasn't aware it might be, and I was a bit surprised to see that bundle shown when logged in. Some of the other account facilities shown aren't available though for this tariff, such as review

Frankly, I think you'd be better off leaving out irrelevant or inaccurate snipes when you contact them.
If I could find the tariff details in 20 seconds, there's not much point in complaining to Ofcom that it's not there.

They did notify that tariff change, by the way.

Au_Saver

redux wrote: »

I didn't realise you'd asked. Why not find it yourself.

EE's own search on ee.co.uk for EQ only comes up with iphone 3gs-mp3 player settings. Perhaps I am getting a bit thick but I've spent my working life as an electronics design engineer so I like to think I have the wherewithal to find information on websites if they are in a logical place.

redux wrote: »

The EQ tariff is on the website, on a PDF updated for May 2013 changes.

You didn't say whether you need to login to your EE account to see the EQ tariff, and if so that is not open and transparent, I mean your EQ tariff could in theory be different to others on EQ without ever knowing? If my memory can go back 20 years I don't recall ever registering to view my orange account online and have no intention to do so as I use Giffgaff 99.9% of the time, orange/EE 0.1% or less. My bill consists of 2 sheets of A4, with a lot of wasted space, more than enough to keep me informed, or alternatively EE can use recycled electrons in text message form at no cost.

I already have 30 or so online accounts for various things and I don't want any more.

redux wrote: »

It doesn't mention data, perhaps because that wasn't originally available. Until I read this thread I wasn't aware it might be, and I was a bit surprised to see that bundle shown when logged in. Some of the other account facilities shown aren't available though for this tariff, such as review

Frankly, I think you'd be better off leaving out irrelevant or inaccurate snipes when you contact them.
If I could find the tariff details in 20 seconds, there's not much point in complaining to Ofcom that it's not there.

They did notify that tariff change, by the way.

Again, I presume you need to login to get that notification, which I've covered already and the all important data charges are missing as I have no complaint about anything else. Consumer protection act comes to mind. If you have to buy the product or service before you can know the price or the price is misleading, which I would say encompasses the former then it is in direct contravention of the consumer protection act.

I'll take your advice, and keep it factual and concise as I always try to do, otherwise it will just irritate with much of it ignored and not the positive result inferred from my last call from EE customer services, though I was supposed to hear the final outcome by 18th (yesterday) but they have not kept to their word. Perhaps EE are reading this post to base their decision - a somewhat scary thought though I would more than welcome their contribution.

Hopefully my rants on MSE are not too irritating.

d123

Au_Saver wrote: »

EE's own search on ee.co.uk for EQ only comes up with iphone 3gs-mp3 player settings. Perhaps I am getting a bit thick but I've spent my working life as an electronics design engineer so I like to think I have the wherewithal to find information on websites if they are in a logical place.

As an electronics design engineer have you ever heard of Google?

Pricing for data, covered in the non standard services price guide:

http://ee.co.uk/content/dam/ee-help/Help-PDFs/OUK-PAYM-NONSTD-010715new.pdf
From page 9

Prior to 1 March 2010, if you do not want to buy an internet bundle you can pay as you use for £3/MB.

The Daily Cap is automatically available to new customers, however, existing customers will need to request the service, Daily Cap will ensure that you will never spend more than £1.54 per day when browsing.

If you want to see it on the EE site:
http://ee.co.uk/help/add-ons-benefits-and-plans/price-plans-and-costs/orange-price-plans/orange-pay-monthly/orange---pay-monthly-plans

I found it by a simple google search:
https://www.google.co.uk/search?client=safari&hl=en&q=ee+price+guides

Hope that helps...

Au_Saver

Thanks a lot Dave, just what an old has-been engineer like myself needs;).

Turns out your google search shows those links highlighted, which indicates I had found and accessed those same pages already. So I think this is a case of reading but not seeing as I remember looking through just about every one of those 23 pdf documents. However the location on the EE site is not that intuitive so you definitely need a search engine.

My excuse is that I think I was tired while trying to speed read, which is not a good combination.

It is quite shocking to now see those charges for real but hopefully EE will be lenient and take into consideration the text EE sent me in November last year informing roaming data costs of 19.8p/MB while in France on holiday and that I could and was easily misled into thinking that roaming abroad is more expensive and therefore rates on home network ought to be cheaper. And never intentionally using data except over WiFi there seemed no reason to find out until now exactly what those rates were.

If my phone really did download this data overnight in my sleep for whatever reason then EE have certainly caught me out this time and nothing like this has ever happened in the 20 years I have been with Orange.

Thanks again Dave, and to all on MSE who have provided their help and moral support.

redux

I didn't find those tariff details while logged in, except the unexpected data bundle I'm still sceptical about.

instead Google: Orange EQ Virgin

Just to add more confusion, going back years, don't know how long, I can vaguely remember being told they didn't have data on the EQ Virgin tariff anyway.

Au_Saver

redux wrote: »

I didn't find those tariff details while logged in, except the unexpected data bundle I'm still sceptical about.

instead Google: Orange EQ Virgin

I did that some days ago, now answered thanks to Dave - see reply before yours. I must have opened that pdf document but speed reading the 23 other co-located documents while tired resulted in me missing that key piece of tariff information, expecting to see it in a table but not so. The £3/MB is mentioned in one line of text so easy to miss in the 25 page document.

redux wrote: »

Just to add more confusion, going back years, don't know how long, I can vaguely remember being told they didn't have data on the EQ Virgin tariff anyway.

Same for me until Orange sent me a text in June 2011 which I still have informing me that data services cost more to use overseas and then there is the EE text in November 2014 when I entered France saying that I could browse the internet for £3 for 50MB by texting EU50 to 2090 otherwise data is 19.8p/MB. If only EE had informed me in the same way, for example upon my return to UK, a text saying what my data charges are on the home network then I would have removed the sim or put the phone in offline mode to prevent accidental data usage, but I guess it is too lucrative for EE to be too open with such information.

gjchester

Au_Saver wrote: »

I If only EE had informed me in the same way, for example upon my return to UK, a text saying what my data charges are on the home network then I would have removed the sim or put the phone in offline mode to prevent accidental data usage, but I guess it is too lucrative for EE to be too open with such information.

Why, You should know your home contract terms.


Virgin EQ tariffs were discontinued to new users a long time ago, They are a hang over from when there was a push to get mobiles into every pocket not just people who had large disposable incomes.


Its not about being hidden, nor being sneaky, simply that they are no longer available to everyone so not well publicised, I suspect if you phoned and asked EE about it then the front line staff would know nothing about the tariffs either. Remember they were offered by Orange not EE so any number of web site revamps could have left them online but orphaned with no link from EE's search engine. Given there are only a few people left on these I doubt its lucrative at all to keep them going in the grand scheme of things...