RWG's New Website, Plans and new Charges

Detail_Merchant

https://forums.moneysavingexpert.com/discussion/comment/82095231#Comment_82095231

Yes - if you go back to the end of page 11 of this thread, onwards, you can see this problem started late July.

BigBlueSky

https://forums.moneysavingexpert.com/discussion/comment/82095280#Comment_82095280

Thank you. I'll read through it properly later. At quick glance it looks as though no solution. I've e-mailed RWG anyway before posting on here, but they don't tend to be good at replying.

Phones4Chris

https://forums.moneysavingexpert.com/discussion/comment/82094303#Comment_82094303

At time of posting today, both Teaser Bundles are now showing detail for me, good news for those whose bundles have actually finished.
I've had a further email response to the outstanding issues in my complaint and one thing is - it's good news for those with Teaser bundles that haven't yet finished. Details in a later post, I've other things I must do atm.

redux

https://forums.moneysavingexpert.com/discussion/comment/82095280#Comment_82095280

There were previous episodes of this error, or periods of no response at all

sdduk

Been with rwg since they started giving out free mins text data i have the 750mb 100/100 teaser

it said 7th Aug and when i checked mine renewed and says 7th sep now.

Had the same problem when texting for ballance getting the error coming back.

The other thing when i'm on there website useing my computer and check my history it only comes up with how much text i have used not calls or data any one else had that?

Stompa

https://forums.moneysavingexpert.com/discussion/comment/82097181#Comment_82097181

I've not noticed that, though it does, rather oddly, say that I have 58% of my allowance left despite not having used any of it.

Beachcomber_252

https://forums.moneysavingexpert.com/discussion/comment/82097181#Comment_82097181

For some strange reason, a date range has to be entered in the calendar before call and data history can be seen.

Phones4Chris

History - as mentioned above, you need to enter the active date range to see the full/correct history.

As mentioned in my last post, an update on a further response to my email complaint.

Teaser bundles - As already said, both by CS agents to me and others who have posted here, the current Active Teasers bundles people have will continue until their original stated expiry. This is what was said in the email -
"The discontinuation of this plan does not affect customers who currently have an active Teaser plan. Existing customers can continue using their active plan until its applicable expiry date."
In general, they went on to say -
"The withdrawal of a plan from future purchase or renewal does not, in itself, terminate an active subscription before its applicable expiry."

Here are some of their other responses about issues mentioned in posts up-thread -

"RWG-to-RWG calls We have already made changes intended to ensure that eligible RWG-to-RWG calls are not deducted from your allowance. "

"PayPal As you have advised that the PayPal setup now appears to be working, no further action is required from you at this stage. If the issue reoccurs when you make a payment, please provide us with the relevant error and transaction details and we can investigate this further."

"Invoice issue We have now identified a system error associated with the order ID which resulted in the invoice download being linked to incorrect customer information. A fix has been applied to address the underlying issue."

"Data add-ons / additional allowances At present, data add-on bundles are not available through the RWG Mobile account. If you have used all of the allowances included in your current plan and require additional allowances before the current billing cycle has ended, you can contact Customer Support. We can cancel the existing plan so that you can then activate a new available plan with the allowances you require.
Please note that cancelling the existing active plan will result in loss of any remaining allowances and plan renewal."

Let's hope they address that and get some Add-on bundles added in the near future.

"Account profile and email address The email address associated with an account cannot currently be changed directly within the account. This is because the account is created and registered against the email address used during registration.
If you wish to use a different email address, the current number can be removed from the existing email account and subsequently registered under the new email address.
The process is:
!. Contact Customer Support and request that your number is removed from the current email account.
2. Once this has been completed, register the number using your new email address.
Please note that removing the number from the existing account will also cancel any active subscriptions linked to that number. We therefore recommend that you consider this consequence carefully before requesting the change.
We acknowledge your feedback regarding the ability to view or amend other profile information and will pass this feedback to the relevant team for consideration."

Obviously changing email address is something I shall reply further on, as people sometimes lose access to a particular email address or have to change it for other reasons - change of supplier etc. so they need to provide for that without loss of any subscriptions or account balance.

The bottom of the email gave CS hours as -
Monday to Friday: 09:00 am – 08:00 pm
Weekends: 09:00 am – 05:30 pm (UK timings)

Phones4Chris

https://forums.moneysavingexpert.com/discussion/comment/82097244#Comment_82097244

Do check the Detail on the My Subscriptions section of your Account to be sure. Are you certain that any App or Services on your Mobile phone aren't using Data (background or otherwise) when you aren't connected to WiFi?

PeskyBlunder

https://forums.moneysavingexpert.com/discussion/comment/82097601#Comment_82097601

I don't appear to have any history before this year but have been a customer since 2022.

Also, I have been charged 3 times for data this year - I don't understand why. I'm on the 750Mb UK Teaser bundle.