06-03-2012 03:31 PM
I travel extensively in my role as a coach with one of GBR's Olympic squads, and I run up data bills both within and outwith the EU. I pay these bills myself - it is part of my job, and I accept that without question.
In January I spent a week covering events in Innsbruck and Munich.
On return I spotted on my unbilled usage an item timestamped somewhere between 13:00 and 14:00 on 23rd January labelled ACCINT for 524.921MB, normal cost £439.189, cost to me £418.364. I queried this immediately and was told that someone would call me back within 48 hours to report the outcome of the investigation. I'm still waiting for this call.
Caught up in other training and competition activities I spent much of the next few weeks in the USA and Finland, and on return from the latter I found that I had been billed for all of this, and since the data amount exceeded my limit of 500MB, I was then billed for all the remaining data since then, end result a bill in excess of £800. I note that the transaction in question now has a timestamp of 00:00 on 24th January on my itemised bill...
I've been in email contact with Vodafone ever since, and all I'm getting are meaningless platitudes from a series of different individuals, none of whom can actually answer my questions.
If I've interpreted the bills correctly, Vodafone are claiming that I downloaded over 524MB using my handset tethered to my laptop. This would take some time even on a good ADSL link, and a long time on a 3G connection. I did use my handset tethered to the laptop once or twice on that trip, but for no more than downloading some short emails, and certainly not for data of this quantity, nor was it ever connected for long enough to download something of this size.
None of the unhelpful people who have been replying to my emails will tell me what the alleged data is, when it was allegedly downloaded, or where I was located when this allegedly happened. All I get is meaningless nonsense.
How do I get to somone at Vodafone who will actually have a proper conversation about this, and show me the evidence that they claim to have?
06-03-2012 04:41 PM
In my opinion when the data is supplied by a 3rd Party outside of the EU or even in the EU sometimes the data usage reports that Vodafone receive are not always reliable. I think they have an agreement between providers that they don't question the data usage. It would take a huge department to contact overseas deparments asking for detailed breakdowns of data etc. This would cost too much.
When I first complained to Vodafone they just immediately (without any question) offered me 25% Off the data bill. I just think this offer came in a bit too quickly. It makes me think 1. The data just costs them nothing and 2. They don't want to have to go and get the details.
Email Guy Laurencehe's the CEO of Vodafone. You can get his email if you Google him You'll get a reply from one his "TEAM" but it might help. I email him daily !
07-03-2012 11:54 AM
dammci, have you opted out of the EU data charge cap? If not then your charge for data roaming in the EU (although Vodafone apply it to their whole Europe zone) shouldn't exceed €50/month (ex vat) and there should be no question that you will get a refund.
If you have opted out of the cap then the best you'll get is some kind of goodwill gesture. To be honest if you tether you can easily get through that amount of data. Often when travelling, what happens is that because a computer hasn't connected for some time lots of updates (os, apps av, feeds etc) get queued up and go bang as soon as they see a connection sucking large amounts of data with them. You may have thought you were just looking at a few emails but all the rest would have been happening in the background and on a half decent 3G network (which exist in Germany and Austria) you could easily have got through that amount of data just being connected for about 15 minutes.
Iphones (which I guess you were using given the APN) do record tethering usage separately so you could have a look at the total (which would be from when it was last reset) to see if it looks feasible.
ratmanhk, I don't know if your comment is based on something you've been told or you've made it up but data charging doesn't work like that. When it comes to data usage, all of it has to go through your home network so Vodafone know exactly how much you've used.
07-03-2012 08:01 PM
Thank you for your post and I understand that this can cause you frustration as I too would feel this way.
The support given by JohnA is accurate and so I can take a look at your account I have sent you a Private Message and all you need to do is follow the instructions and we will be in touch as soon as we can.
You can find your PM inbox here.
ratmanhk I can see that your thread has also been logged and we will respond in turn.