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Mobile Broadband

Strange excessive data use on mobile broadband

17: Community Champion

From the dates given by both @jeffdawson78 and @Elaines35, the contracts were entered into very recently, and the data cap should surely apply: "A data cap is one of the tools available in Vodafone Data Manager, and is included in all Pay monthly phone and SIM only bundles bought after 5 May 2016, and Mobile Broadband and tablet bundles bought after 28 September 2016."

 

Also, @Elaines35 seems able to see the tool within Vodafone Data Manager, even if it doesn't work. Other customers enquiring about the data cap in respect of phones seem unable to see the control if their plan began before 5 May 2016 (if I've understood their posts correctly).

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6: Helper Bronze
Thanks nabs I hope you are correct. The exact same data readings being logged as @jeffdawson78 would suggest a hardware/system problem somewhere with Vodafone. I just hope to get a resolution soon and I don't want this excessive usage cost hanging over me
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6: Helper Bronze
Annie that is correct. I can apply the data cap on my Vodafone but it never takes effect. I have a screen shot of the last attempt saying it would take 5 min but it still didnt apply it
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6: Helper Bronze
Is the data cap applied as standard after 28th spetember?
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17: Community Champion

@Elaines35 I believe it's off by default and has to be enabled by the customer. 

 

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3: Seeker Silver

To update. As I went through a 3rd party (Carphone Warehouse) to get my mifi, the Vodafone store couldn't send mine off as I wasn't on their system. CW couldn't do it directly and I would have to call Vodafone Network Support to arrange it. But as I was in the 30 day purchase CW exchanged my device for a new on which was much easier option and doesn't leave me without internet.

So I won't find out if there was anything wrong with my first device but will keep an eye on my accout with the new device to see if this happens again.

It would be good to know what if the cause is identified and if Vodafone resolve @Elaines35 issue.

For the record I've didn't try to apply a datacap so unlikely for that to be the case.

Thanks 

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17: Community Champion

@jeffdawson78 Thanks for the update! Glad CPW exchanged it for you. 
As an experiment would you be willing to try and enable to data cap to see if you get the same issue as @Elaines35 does?

 

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Moderator

@Elaines35 If you're continuing to experience issues, and so we can take a look into this further, we'll need to access the account.

 

Please do try our dedicated Broadband team on Live Chat again, or give them a call on 08080 034 515 between 8am and 11pm, seven days a week.

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6: Helper Bronze
@natasha I have removed the voadfone sim from my hub at the moment as all the data is now used up (and some more). The new month doesn't begin until the 28th again. I was still within my cancellation period with ee so I'm using it at the moment with no problems. My main issue is that there has been a massive amount of data applied to my account which has caused a hefty bill. As explained earlier the data Cap will not apply through my Vodafone. I tried it twice before this problem and took it for granted it was active but I knew I had loads of data left on my plan and wasn't planning on running over. Think I had about 5gb available on the night of the problem.
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17: Community Champion

@Elaines35

 

Please can you confirm that your problem is with mobile broadband (aka Data On The Go), rather than home broadband? I'd certainly read all your posts to be about mobile broadband, but it seems you're being directed to the home broadband support team, so I just wanted to clarify.

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17: Community Champion

@Natasha @Annie_N This is Mobile Broadband, the 50GB tariff and data cap is mentioned, something that is not available to home broadband customers.

 

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6: Helper Bronze
Yes a 12m sim only contract with 50gb of data monthly. Signed up on the end of December on the Vodafone website so still within my 30 day cancellation period.
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Moderator

@Elaines35

 

Apologies, you were incorrectly provided the link to our Broadband team rather than our Pay Monthly team. 

 

Please speak with our Pay Monthly Live Chat team who'll be able to have a look into this for you. 

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6: Helper Bronze

Update from the dispute. I had logged a dispute with Vodafone earlier in the week and I contacted the complaints help line tonight for an update. After getting through the man was adamant that the excessive usage was correct and that 7gb outside my plan was my own doing. I explained that there was also 5-6gb remaining on my plan which also disappeared. He was unwilling to accept the reoccurring data usage amounts were strange and he said he was unable to see these on his end. I also said that another person had the exact same problem with a similar plan and similar usage amounts but again they were unwilling to accept there was a problem.  After a few heated words they eventually said they would credit 50% of the outstanding total but I said no as I still believe there was a problem in their end.  After consulting his manger a few times he offered £100 credit and eventually £150 credit towards the bill as a gesture of good will. They totally refused to accept the usage log was a bit odd and were adamant they were going to add the credit regardless whether I accepted it or not and settle the dispute. Another point to my argument was the failure to add the uk data cap. If it had of applied as I wished the over run would not have occurred and no bill. Again after a good rant I think he eventually accepted there is a problem with the data cap on my Vodafone. I applied the cap while on the phone but he couldn't see anything his end. He even said I would need to wait 24hrs but I tried over 2 weeks ago and it didn't work. I even think he tried and it didn't work. I was adamant he pass my concerns about this uk data cap problem on to the technical team as it totally unacceptable. I'm still reluctant to accept this part credit to my account and the using of the data but I haven't the time and energy to argue about £30. However if this data cap still doesn't appear within the next day or two I may have no option but proceed further with the complaint. 

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3: Seeker Silver

@Elaines35 that is very disspointing that Vodafone are refusing to accept the data usage is not at all odd or looking into it further - it most definately is! Even putting that to one side - althoguh it shouldn't be - if your data cap worked you should never have gone over your limit. I haven't applied it yet to my account but will this weekend to see if it works on mine or if I have similar issues. 

I hope it works and Vodafone resolve the issue soon

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17: Community Champion

@Elaines35 I must echo what @jeffdawson78 has just said; The way Vodafone are behaving in this instance is very disappointing. 

As has been mentioned, had their data cap system worked as intended you would not have incurred any additional charges. On that basis I would be demanding a full refund of all data charges on the account, I personally wouldn't be settling for the 'goodwill gesture' they have proposed. Please don't allow them to settle the dispute, request that it is escalated to the highest level. If they refuse to do that

Please don't allow them to settle the dispute, request that it is escalated to the highest level. If they refuse to do that then ask for a deadlock letter so you can contact the Ombudsman, more details at https://www.vodafone.co.uk/vodafone-uk/forms/complaints-b/

 

Additionally, I believe you mentioned you are still within your 30day cancellation period? May be worth exercising your right to cancellation, though I appreciate Vodafone are considerably cheaper than the competition at the moment so you may not want to do that.

 

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5: Helper

Hi. I can beat that charge - got a call on Monday to say we had gone over our 50gb limit 7 days before and now owe £498! Using SIM in a router so can only check usage on the rubbish Voda website and the unbilled section of that was "being upgraded" for weeks so could not check. Have had to pay up and wait until they bill us in 2 weeks before we can dispute both the data used and the fact they did not advise we were supposedly over they limit for a whole week!

Plus the list of data charges makes no sense with some still free and multiple charges for hugh lumps of data at exactly the same minute. This all happened just days after we were beyond the 30 "trial" period. 

I've had so many conversations with South Africans this week. It's a shame no one in the U.K. will work in for them!

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17: Community Champion

Hi @TomW500

 

Sorry to hear you've been affected as well! 
Are you able to post the list of data charges from your account, similar to the list provided in the first post of this thread?

 

I'm trying to work out if there is a pattern to these sudden charges.

 

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5: Helper

Hi Nabs

Mon Jan 23 00:00Mobile BrowsingINTERNET2968.018 KB0
Sun Jan 22 20:21Mobile BrowsingINTERNET973769.552 KB21.667
Sun Jan 22 18:04Mobile BrowsingINTERNET976400.000 KB21.667
Sun Jan 22 18:04Mobile BrowsingINTERNET422204.538 KB5.417
Sun Jan 22 12:17Mobile BrowsingINTERNET165501.022 KB5.417
Sun Jan 22 07:07Mobile BrowsingINTERNET143363.106 KB0
Sun Jan 22 02:33Mobile BrowsingINTERNET54429.028 KB0
Sun Jan 22 00:00Mobile BrowsingINTERNET976400.000 KB21.667
Sat Jan 21 22:47Mobile BrowsingINTERNET692653.814 KB16.25
Sat Jan 21 22:07Mobile BrowsingINTERNET29797.465 KB0
Sat Jan 21 17:39Mobile BrowsingINTERNET976400.000 KB21.667
Sat Jan 21 12:31Mobile BrowsingINTERNET976400.000 KB16.25
Sat Jan 21 12:31Mobile BrowsingINTERNET941500.963 KB21.667
Sat Jan 21 06:28Mobile BrowsingINTERNET976388.073 KB21.667
Fri Jan 20 18:01Mobile BrowsingINTERNET581275.591 KB16.25
Fri Jan 20 12:29Mobile BrowsingINTERNET11604.869 KB0
Fri Jan 20 11:15Mobile BrowsingINTERNET56.024 KB 0
Fri Jan 20 08:09Mobile BrowsingINTERNET976400.000 KB21.667
Fri Jan 20 08:09Mobile BrowsingINTERNET172738.551 KB0
Fri Jan 20 06:27Mobile BrowsingINTERNET41474.759 KB0
Fri Jan 20 06:17Mobile BrowsingINTERNET23366.911 KB0
Fri Jan 20 00:00Mobile BrowsingINTERNET976400.000 KB21.667
Thu Jan 19 22:16Mobile BrowsingINTERNET508323.330 KB10.834
Thu Jan 19 18:00Mobile BrowsingINTERNET975366.196 KB21.667
Thu Jan 19 18:00Mobile BrowsingINTERNET976400.000 KB21.667
Thu Jan 19 12:47Mobile BrowsingINTERNET975758.175 KB21.667
Thu Jan 19 12:47Mobile BrowsingINTERNET181795.390 KB0
Thu Jan 19 06:02Mobile BrowsingINTERNET29026.835 KB0
Thu Jan 19 00:00Mobile BrowsingINTERNET43824.335 KB5.417
Wed Jan 18 22:36Mobile BrowsingINTERNET380734.182 KB5.417
Wed Jan 18 19:06Mobile BrowsingINTERNET975194.387 KB21.667
Wed Jan 18 18:04Mobile BrowsingINTERNET976400.000 KB16.25
Wed Jan 18 18:04Mobile BrowsingINTERNET976400.000 KB21.667
Wed Jan 18 12:01Mobile BrowsingINTERNET975224.741 KB21.667
Wed Jan 18 12:01Mobile BrowsingINTERNET120039.402 KB5.417
Wed Jan 18 07:05Mobile BrowsingINTERNET31382.244 KB0
Wed Jan 18 06:33Mobile BrowsingINTERNET40960.556 KB0
Wed Jan 18 00:00Mobile BrowsingINTERNET976400.000 KB21.667
Tue Jan 17 22:41Mobile BrowsingINTERNET175752.052 KB5.417
Tue Jan 17 18:02Mobile BrowsingINTERNET975792.470 KB21.667
Tue Jan 17 18:02Mobile BrowsingINTERNET976400.000 KB16.25
Tue Jan 17 18:02Mobile BrowsingINTERNET973882.025 KB21.667
Tue Jan 17 14:52Mobile BrowsingINTERNET85.361 KB 0
Tue Jan 17 12:08Mobile BrowsingINTERNET976400.000 KB0
Tue Jan 17 12:08Mobile BrowsingINTERNET120288.634 KB0
Tue Jan 17 06:12Mobile BrowsingINTERNET74432.603 KB0
Tue Jan 17 00:00Mobile BrowsingINTERNET975727.123 KB0

Hope this works!

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6: Helper Bronze
Tomw500 you seem to have a lot of reoccurring data amount as I had. 976.4mb seems to crop up a lot. The only reason I havent cancelled is the half price offer on at the moment. Perhaps if someone from Vodafone on this forum could comment and give their opinion on the matter. I was on for 1h30min last night to the call centre and the man couldnt have got me off the phone qhick enough but I persisted with my argument. Further to this if the cap had of worked there would have been no problem. If Vodafone do a proper investigation and realise the cap doesn't work I hope they will give me a full refund. Even the UK cap on mesage to 40506 didn't work.
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