13-11-2011 09:56 PM
For months, possibly since a new software update, I have been unable to check data usage, either on the dashboard (correct data given for current session, but zero reading for cumulative months' use) or in online billing (just states my GB allowance and currently cost of excess use - not current amount of GB used). Hence I'm regularly going over my GB limit and paying silly money for my service.
I've attempted to resolve the issue with VF customer service dept, via dozens of calls, emails and tweets, but just seem to be getting fobbed off - either taking an age to reply then misunderstanding my problem, or giving different but unhelpful solutions. It feels that they know there's a problem but won't/can't admit it. Surely a company of VF's standing and reputation wouldn't do this?
I've been cut off during calls, had my emails go missing, no reply to others, been told the price of mobile broadband has actually increased over the years, that I can check usage by sending a SMS, or even a SMS on my phone(different number), been directed to website links that don't exist, even told to manually add up each ~3kB in my online bill unbilled section - that would take ages, just to do what I'm sure I should be able to do, what I used to be able to do and what I was told I could do when I bought the dongle 3+ years ago.
Sorry for going on, but this has cost me hundreds so far, and plenty of time looking for a solution. Am I the only person this has experienced this? I'd love if somebody could help.
15-11-2011 01:48 PM
Sorry for the delay in getting to your post however we work on a first come first serve basis across all section of the eForum and we are a little behind in getting a response to people.
I have taken a look at your email chain and your online account and can see that this is now working for you as I have just logged in from this end and can see your unbilled data showing on the main page when you select the number for the modem.
If you are having any other issues, please let me know.
15-11-2011 04:12 PM
Thank you for your reply James.
Yes the online billing system is now working correctly for me - the first time in ages. Not sure by who or how, but I now have some way of monitoring my usage - Great!
However the dashboard still shows zero data used. I know that this would only give an approximate reading, but would expect this to function in the way I was told it should at time of purchase. It's a bit of a kerfuffle to go into my online account every time I wish to check. Incidentally whilst noticing your reply here, I was chatting to your colleague Heather online, who assured me that the problem would be sent to the technical team for investigation and I would be kept updated on developments.
I respectfully appreciate your help and that you work on a first come first serve basis, and that the e forum has responded at all (when I have received practically no help from calling 191, searching the website help pages, completing online chat forms, emailing the WRT, tweeting @vodafoneUK...) at a time when you are a little behind in getting a response to people. I wonder if you are operating at full establishment levels, and if not would be interested personally in any vacancies.