Nokia

[stuartawilson1]

I bought a Nokia 5230 on 20/10/2010 and amongst other things I tried to set up email on the phone. I never received any emails from my talktalk account because I had done something wrong. I put the matter aside to sort out later.

Then I noticed that my PAYG charges were knocking money off my account despite my low or even non-existant usage. I did not put 2 and 2 together because I had done lots of things to set up and understand my new phone. I admit I am a complete novice with mobile phones. Anyway it now seems that I was being charged £1 a day for a service I did not know I would be charged for. The only information on the phone was that 'normal network charges apply'. What does this mean to an inexperienced user? I thought email was like texts- you only pay for sending or receiving them.

My error has cost me £7, not a huge amount, but enough to prompt me to contact you.

So my question is what does Vodafone feel are its responsiblities concerning the supply of information on charging to new users? Do you feel that the phone supplier, Nokia in my case, should provide detailed information on your charges on its phones or is it the users problem (buyer beware) and I should have known or found out about your PAYG charges on your website before touching the phone?

Laurelhill

[Dave]

Hi Laurelhill,

Firstly, if we haven't said so so far, welcome to the eForum!

With any charges, we publish these and prompt customers to read and agree with all terms and conditions before completing any purchases to ensure that they know exactly what they have signed up for, so in that regard it is the customer's responsibility - we cannot know what you do or do not understand or know about without being told, and we make every effort through our stores, adverts and the website to inform customers of the charges.

That said, can you confirm which service you believe we are charging you for, as we do not charge for a specific email package. Emails are treated as data usage, so if you have any allowance set up, this comes from that firstly, and then reverts to standard charges if you have no remaining allowance to use.

With PAYG, you'll find all the details of our prices here, as well as details of all our new freebees packages for prepay customers here - there's some great options there, so take a look and see what you can get so you don't miss out!

Also, with the email not working, what exactly is happening? It's possible we can get this working for you as well with a little more information!

DaveN

eForum Team

[stuartawilson1]

Hi Laurelhill,

Firstly, if we haven't said so so far, welcome to the eForum!

With any charges, we publish these and prompt customers to read and agree with all terms and conditions before completing any purchases to ensure that they know exactly what they have signed up for, so in that regard it is the customer's responsibility - we cannot know what you do or do not understand or know about without being told, and we make every effort through our stores, adverts and the website to inform customers of the charges.

That said, can you confirm which service you believe we are charging you for, as we do not charge for a specific email package. Emails are treated as data usage, so if you have any allowance set up, this comes from that firstly, and then reverts to standard charges if you have no remaining allowance to use.

With PAYG, you'll find all the details of our prices here, as well as details of all our new freebees packages for prepay customers here - there's some great options there, so take a look and see what you can get so you don't miss out!

Also, with the email not working, what exactly is happening? It's possible we can get this working for you as well with a little more information!

DaveN

eForum Team

[stuartawilson1]

Ok Thanks for this but the site you directed me to only tells me the rate for phone and text. What are your charges for e mail, internet usage, Assisted GPS and and all the other possible extras. I feel reluctant to use the full capabilities of my phone without some knowledge of how much it is going to cost me.

I cannot find this information anywhere on the website.

[Trev]

Hi Laurelhill

The Mobile Internet charges for both contract and PAYT are listed separately, and can be found here.

If it was a £1 a day you were being charged, it's likely some service that uses data, such as A-GPS, email e.t.c was being used at some time each day. There's a £1 charge fo upto 25mb usage, but whether you used a few bytes or the full 25mb the charge would still be £1.

Let me know if you've any further questions.

Regards

Trev
eForum Team