Sky Mobile spend cap set, but wasn't applied!

villagio

I recently activated 2 sims (for the kids) on the MySky app, and set a spend cap of £0. But just had a big bill for international calls/texts from one of them!

I activated a 3rd sim last night and followed the same process. Screenshot taken states "Monthly spend cap for Sophie: £0" but the sky advisor confirmed that there isn't a cap on this sim...

Update: After ages on the phone I finally got through to someone with authority, and had the charges refunded.

I suggest that everyone who set a spend cap on the app (or otherwise) double checks that it's actually been applied. 

Hopefully for Sky this is a million to 1 combination of my app version/device/other apps installed/WiFi settings etc etc. But given it happened 3 times (2 weeks apart), I'm not convinced of that... 

villagio

P.S. I couldn't find another thread (and imagine I would've heard of this before if there was one!), but please merge if I missed it. 

villagio

Another user has reported the same issue on my sky community thread. And sky are refusing to refund £250 of charges as she didn't have the proof that I have. 

Everyone get checking that your spend caps set at activation have actually been applied!

Sea_Shell

villagio said:

I recently activated 2 sims (for the kids) on the MySky app, and set a spend cap of £0. But just had a big bill for international calls/texts from one of them!

I activated a 3rd sim last night and followed the same process. Screenshot taken states "Monthly spend cap for Sophie: £0" but the sky advisor confirmed that there isn't a cap on this sim...

Update: After ages on the phone I finally got through to someone with authority, and had the charges refunded.

I suggest that everyone who set a spend cap on the app (or otherwise) double checks that it's actually been applied. 

Hopefully for Sky this is a million to 1 combination of my app version/device/other apps installed/WiFi settings etc etc. But given it happened 3 times (2 weeks apart), I'm not convinced of that... 

Could the problem by in that by setting a cap of £0, you haven't actually set a cap, as you've set it as "zero" IYSWIM.

Maybe setting it at £1 would have given them a "cap" to work to, rather than a "zero cap".

Just my interpretation of what might have gone wrong here.  

macman

is it not possible to block international calls as a separate procedure? Do your kids need to call/text abroad?

villagio

Sea_Shell said:

villagio said:

... 

Could the problem by in that by setting a cap of £0, you haven't actually set a cap, as you've set it as "zero" IYSWIM.

Maybe setting it at £1 would have given them a "cap" to work to, rather than a "zero cap".

Just my interpretation of what might have gone wrong here.  

I did think that (i.e the app taking zero as "null") but no, setting it to £0 worked on their website after activation.

I don't know if setting the cap at activation on the website (rather than MySky app) does anything. Tempted to test it on another spare sim. 

villagio

macman said:

is it not possible to block international calls as a separate procedure? Do your kids need to call/text abroad?

Not sure, I haven't looked into the finer controls as I set the spend cap. Or so I'd thought!

Hence I didn't warn the kids about calling charges etc. (these are their first contracts). They now know that they can only call them free via WhatsApp. 

jnm21

Sea_Shell said:

villagio said:

I recently activated 2 sims (for the kids) on the MySky app, and set a spend cap of £0. But just had a big bill for international calls/texts from one of them!

I activated a 3rd sim last night and followed the same process. Screenshot taken states "Monthly spend cap for Sophie: £0" but the sky advisor confirmed that there isn't a cap on this sim...

Update: After ages on the phone I finally got through to someone with authority, and had the charges refunded.

I suggest that everyone who set a spend cap on the app (or otherwise) double checks that it's actually been applied. 

Hopefully for Sky this is a million to 1 combination of my app version/device/other apps installed/WiFi settings etc etc. But given it happened 3 times (2 weeks apart), I'm not convinced of that... 

Could the problem by in that by setting a cap of £0, you haven't actually set a cap, as you've set it as "zero" IYSWIM.

Maybe setting it at £1 would have given them a "cap" to work to, rather than a "zero cap".

Just my interpretation of what might have gone wrong here.  

It is quite common to use "limit for ... (0 = no limit)", but only if you have no need to set a zero limit... you may be right, but it would be a massive schoolboy error - can't believe it would not be front page news.

villagio

jnm21 said:

Sea_Shell said:

villagio said:

It is quite common to use "limit for ... (0 = no limit)", but only if you have no need to set a zero limit... you may be right, but it would be a massive schoolboy error - can't believe it would not be front page news.

Indeed! I'm fairly certain that £0 works when setting on the website (after activation), just not for me when activating a sim through the MySky app.

I at least had the email confirmation of £0 spend cap when setting via the website, so Sky can't try and wriggle out like they did until I got proof of the bug in the app.

The problem couldbwell be 

villagio

@jnm21

Oops, continued... The problem could well be limited to my app version and/or my android version and /or the fact I have Facebook but not Instagram installed. Or any other infinitesimally small combination of factors. 

My concern is that there could be a large number who think they set a cap (because the app tells you you have!), but there actually isn't one. We all know people who never check their bills, so the charges could mount up very quickly. 

jnm21

Indeed the options are endless - I presume Sky have been less that enthusiastic about investigating the affected scenarios?  I hear your frustration - strong desire to prevent others getting the same stress, crippled by a lack of a vehicle to get the word out.

Try emailing the Sky CEO?