Data remaining? – PAYG 4G Mobile WiFi dongle

[geoffmozz]

Where do I find the figure for data remaining on a PAYG 4G R216 Mobile WiFi dongle?

I’ve just bought the device which comes with 6GB for 30 days, after that data topup packs are required.

I’ve hunted round ‘My Vodafone’ and can only find ‘Itemised usage’. This details every single browsing session but doesn’t give any figures for total data used or total data remaining. Not very helpful.

Much searching of the website ensued. I delved down a few likely headings and went round in a few loops before deciding the information was not on the website

I wasted an awful long time on ‘Live chat’ where I was told by Sumedh that I was on the ‘old system’ and would be ‘migrated to the new system’. ‘Give it 24 hours’ he said.

More than 24 hours later I had a very long wasted phone call where I was eventually told I would be transferred to a specialist who could go through my account with me online. The transfer failed and I was left listening to tone.

I'm sure I'm not the only customer who wants to know their data usage. Assuming someone else will have come across this before, I posted here. Does Vodafone make this basic information available?

Interestingly my first eForum post made a day or two ago has recently just vanished from this Forum listing. Hopefully this one will stick.

I understand completely the frustration many posters are experiencing when they try to use Vodafone support.

[Retired-EricChe]

@geoffmozz

When you log in to your My Vodafone account, click on your phone number and this will take you to your current usage.

Here you'll find all your current months unbilled usage information. 

[geoffmozz]

Eric,

Thanks for trying to help.

My Vodafone does not have the figures.  See these screenshots.
Nowhere can I see the total data remaining or total data used.

You can see the dongle is being used from this picture of...
...Itemised usage

Yet nothing shows in....

Current usage

There is no sign of the initial 6GB data allowance.

Still frustrated...

[Cailen]

@geoffmozz

As we'll need to access your account to look in to this, please contact our Live Chat team directly.

[geoffmozz]

Cailen,

Against my better judgement I did exactly as you asked. I spent a further 70 mins on Live Chat (you read that right 1 hour 10 mins) to no avail. I hour with Chetan who eventually had 'technical difficulties' and I was transferred to Vivek who said he'd fixed it and all would be well in 30 mins.  He promised me 1GB extra data in December for my troubles.

I hour later nothing had changed. 'My Vodafone' looked exactly as the images I posted earlier. I suspect the chances of extra data arriving in December are zero.

I've kept the transcript of the chat for anyone to look at.  I may publish it on a public forum not belonging to Vodafone as at least two of my posts have disappeared from this forum.

HELP.  Can anyone at Vodafone explain the problem?

PS.  It's gratifying to see that I've now received two Vodafone award badges for my contributions to the eForum

[geoffmozz]

I've just received a private message from 'Rahim' who explains that nobody on the eForum can help because the problem is 'account specific'. 

Rahim asks that I contact Live Chat or phone the help line. 
It would be hard to script a sitcom any better. 

I've suggested that Rahim phones the help line or uses Live Chat to get someone with the appropriate expertise to phone me.  I won't waste any more time on this. I left my tel numbers.

[jeffkinn]

This forum is not a customer services channel and no one from Vodafone will contact you as a result of anything you post on here. That's why you've been asked to persevere with 191 or live chat.

[geoffmozz]

Jeff,

Thanks for that.  One of the reasons I'm posting my experiences here is so that others can see the problems with  Vodafone's support.

With luck any Vodafone staff that read the post will feedback to their bosses and change might happen.

I used to work in Customer Services for BT. If a customer had been round the houses unsuccessfully, trying to get a problem resolved, we would not make them go round the loop again.  An individual would take responsibility and sort it.

I've spent something like 90 mins on two separate Live Chats and 20 mins on a phone call.  That is more than enough wasted time. A simple phone call to me could solve the problem but the staff are 'not authorised' to do that.

Enough is enough.

[jeffkinn]

Every post on this forum is read by Vodafone. The feedback from this forum is used within the organisation as are the results from their other social media outlets.

[geoffmozz]

Jeff,

Thanks....that's worth knowing.

So...Vodafone, I think it would be great in 'Support' if an individual was made responsible for any query.  They could be a single point of contact for the customer. They don't have to know the answer themselves but it should be up to them to do all the chasing of the various departments to get a solution. 

It might prevent the endless buck passing which characterises so many 'Support' services these days.