Data add on

[Sj28]

Hello

I have a repeated problem with Vodafone that I'm hoping someone can help me out with.

My partner and I both have our mobile plans and each occasionally exceed our data allowances. In these cases we are sent a text to add an extra 1GB to our talk plan. You can text back to opt in, but doing so means this is added to your plan for every month, not just that one. I have had several discussions with Vodafone asking for an opt out, but apparently most customers prefer the convenience of having it on their plan indefinitely so they won't allow this.

Each time we exceed our data we need to call back later in the month to opt out. Apparently this has to be done exactly when the bill will be generated, if we don't want to be charged the following month as well. If we opt out earlier, the extra amount is removed from our account at that moment (despite having paid for an extra 1GB in that monthly period) so there are additional days in which we will be charged per MB for any excess as well. Surely this is not legal when an extra amount of data has already been paid for and all we're seeking to do is prevent an auto-renewal and charge in the following monthly period?

When I added an extra 1GB this month I raised the issue with the advisor at the times and asked for confirmation on when I needed to call in to remove it. He advised me to call in on 15th July. I've just spent over 20 minutes waiting to speak to an advisor who then told me I need to call back on 17th or 18th as my bill will be generated on 17th and removing it earlier will mean I have no data allowance left for the next few days. I mentioned that I was unwilling to call in again and asked to speak to a supervisor. I was left on hold for another 25 minutes before my call was disconnected as their offices have now closed.

We only exceed our data allowance 2 or 3 times a year but this kind of rigmarole each time is ridiculous

Please help!

Sarah

[donnyguy]

Hey Sarah,

I've just responded to your other thread about the ombudsman so guessing this is linked.

I have added the data myself previously and have been able to remove it myself using the 'My Vodafone' section of the website. It was just a case of toggling the switch to off.

[BandOfBrothers]

Hi @Sj28

Just to add > Vodafone provide a Data Cap feature that can be applied on Contracts.

"Pay monthly plans purchased on or after 5 May 2016 to stop you exceeding your monthly data allowance."

My-allowance-usage-and-charges/Data-capping.

[63johnw]

Hi. I had the same issue yesterday, one of the numbers on my account was running low on data so I used the feature in my Vodafone app to add 1G of data, I contacted live chat to discuss that I didn't want this to roll over and be charged next month so was advised by live chat that I could turn it off in the app and it wouldn't roll over. This morning I get up and the charge is on my account but the extra G has been removed, I agree this can't be right, it's been paid for and charged to my account so shouldn't be removed when toggled back off.

I contacted live chat and they have resolved the issue but surely this needs looking at ?

[Annie_N]

I've seen this problem mentioned before, and it does seem daft. I'm also always taken aback that you clearly get an offer for an extra 1GB as part of the warning that you're approaching your standard allowance, while the PayM Extras page only mentions a 2GB Extra.

As a PAYG customer, I can purchase a Data extra (in one of two values) if my allowance is running low. It will then renew every 30 days unless I opt out again, but I can opt out at any point during the 30 days, and it will run through to the end of the 30 days, and only then will it stop.

Interestingly, though, the opt-out has to be done by text to a dedicated number. Opting out used to be possible via my online account, but this stopped the Extra in its tracks, which caused a fair number of complaints. A warning was added to the online account that this would happen, and that you should opt out by text if you wanted it to run for the full 30 days, but it continued to cause complaints, and in the end the ability to opt out online was simply withdrawn. So you can still opt in to the PAYG Extras online, or by calling a dedicated number, but you have to opt out by text. 

All this suggests that the Extras don't fit very comfortably into the basic accounting systems for either PayM or PAYG, but at least for PAYG they seem to have figured out a satisfactory workaround.

[Tash]

Hi @Sj28, thanks for posting.

As mentioned by @donnyguy, you're able to remove any extra data from a bundle on your My Vodafone account. Apologies if you've not been provided this information previously.

Our My Vodafone app also allows you to monitor your data usage, and you do have the option to add a data cap as suggested by @BandOfBrothers.

You can find more information on our Pay monthly extras in their Ts&Cs, which do advise that an Extra will start on the day it's purchased and will automatically renew on your billing date each month.

However, we do appreciate the feedback that you've given with your experience of using our monthly Data Extra, and I've passed this on to our dedicated team.

[Sj28]

Thanks Natasha and donnyguy,

Yeah, I've removed it through 'my account' before but this was down improving services when I tried this month. Also, as soon as you 'toggle off' under 'my account' the extra data you've purchased is removed so you have to wait until the latest point in that month to opt out if you plan to still use the data.

What I would really like to be able to do is remove it from my account without losing the ability to use data in that month. The removal is to prevent an extra charge the following month, not to stop using it in this billing period. As far as I can tell, that's not feasible and not in vodafone's improvement plans

Sarah 

[63johnw]

@Tash can anyone confirm why once it has been added and charged to your account then why, if you toggle it off to prevent the next month add on if you dont want it,  its removed from this month? its been paid for so should remain either for 30 days, in my opinion, or at least until your next billing cycle starts?

[Sj28]

I completely agree with you @Annie_N about how daft this is. Well, 'daft' from a customer service perspective but not from a Vodafone money making one 😉

It's really interesting to hear that PAYG data extras can be opted out of any time during the month and will still run through to the end of the 30 days. This is exactly what I want but vodafone keep telling me it's impossible. Please introduce that option Vodafone! I don't know any other opt-out scheme that works as unhelpfully as this. 

The cynic in me feels all these weird idiosyncratic rules and enforced auto-renewal are all to ensure customers forget and make mistakes so Vodafone gets an extra charge in many more months than the one in which you exceed your data and actually need a top-up. 

So much for "power to you" 

Sarah

[Sj28]

Exactly @63johnw. I'm sure it can't be legal to charge you extra data for the month and then remove use of that when you're trying to opt out of auto-renewal. They can't seriously expect customers to wait and remember to remove the add-on on the exact day their bill is generated if they want to avoid a charge on next month's bill.

Last time this occurred they sorted this out for me by applying a one-off data credit to my account so I could continue to use it for the month in which I was over - I suspect this is what live chat have done for you.  This time they just left me one hold for ages then cut me off as the offices had closed. It shouldn't be down to chance and getting a helpful advisor to sort this out. You should be able to add data for one month only (not auto-renewal). Or, if they insist that it has to be auto-renewed, the opt out should be feasible at any point in the month without losing use of the extra data you've purchased.

Apparently PAYG opt-out can be done at any time during the month and allows you to continue using the extra data you've purchased in that period. This is exactly what we need on pay-monthly. Come on Vodafone. Apply some common sense...