Optus Charging Me $20 for 2GB on Renewal Day

Lsupercheapguy on 25/03/2018 - 12:06
Last edited 25/03/2018 - 15:39 by 1 other user

hi eveyone,
REASON TO POST: Wondering this is a common issue that Optus overcharged their customer.
I have an optus tablet plan with ipad 9.7 inch with 10GB allowance per month for 24 months and I pay $40 a month for that plan.
I have been using not over 10GB every month and i got two emails saying that I used over 100% of my allowance and they will add 1GB each on renewal day. They added 2GB for $20.
I just want to know has anyone experienced similar situation? I called customer support and the lady said i have to wait until the bill comes out to see the usage of the plan.
I will update on this after I got my bill.
Customer service lady told me they can work out credit etc after reviewing my usage bill after I received my next bill.
Here is the usage report from website
https://imgur.com/K08wPwC

https://imgur.com/a/nBYZ7

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Comments

  • Davo1111 on 25/03/2018 - 12:46

    read your contract.

    tbh most of those plans have an auto top up function, which looks like caught you out.

    • supercheapguy on 25/03/2018 - 13:07

      yeh I dont mind if they charged me over my allowance. The thing is that it happened on renewal day where my iPad is at home and not being used at all.

      • Randxyz123 on 25/03/2018 - 13:20
        +1

        Do you have wifi at home? It might have downloaded the new iOS and a few app upgrades over 4G

        • supercheapguy on 25/03/2018 - 14:47

          I do have wifi at home, at work and even at my uni. It just bothers me that I always keep my eyes on my usage. The funny thing is I received auto data top up on the renewal day and my iPad is not being used at all on my renewal day.

        • Randxyz123 on 25/03/2018 - 15:01

          @supercheapguy: What does your Optus app say?

        • supercheapguy on 25/03/2018 - 15:11

          @knick007:
          https://imgur.com/K08wPwC

          it is weird that I just checked today and it says 20 Mar today on the photo. I dont know whats wrong with optus

        • Randxyz123 on 25/03/2018 - 15:30

          @supercheapguy: Something has used up your data or there has been a technical error. Either you've accidentally watched a bunch of youtube videos accidentally on 4G or downloaded some apps. Maybe your wifi dropped out.

          The other thing to consider is if wifi assist (settings —> mobile, scroll to the bottom). This means that if your wifi connection was poor it will revert to 4G automatically.

          Can you please take a screenshot of settings —> mobile , or just let me know what the usage says.

          It says usage from the 20th of march. Your billing period for each month starts on the 19th.

          If you got the auto top up on renewal day I think you can make a decent case for a refund.

        • supercheapguy on 25/03/2018 - 15:40

          @knick007:

          thanks for your comment. I did turn of my wifi assist since i got my iPad.
          here is more infos

          https://imgur.com/a/nBYZ7

        • quog on 26/03/2018 - 17:09

          @supercheapguy:
          Can you set a lock limit on data on the device? Eg hits 200Mb (say) below your monthly limit, it will disconnect from mobile data, and that is enough for a buffer in case of timing issues?

          Not sure if this can be set up on the ipad.

        • supercheapguy on 27/03/2018 - 10:36

          @quog: no unfortunately you can't do it on iPad but I had it on my sony phone though

        • quog on 27/03/2018 - 13:11

          @supercheapguy:

          Had a quick look on cnet, they mention an app called "my data manager" actually looks like a copy of androids data manager, but habe amhunt around the app store until you see something you like.

          Good luck. Also, !aybe ask the question on whirlpool or have a lok through their forum, may already be asked and answered.

        • supercheapguy on 28/03/2018 - 13:46

          @quog: thanks I will have a look

  • Sage on 25/03/2018 - 14:12

    It has data usage stats on the website, you don't need to wait for the bill.
    https://www.optus.com.au/customercentre/myaccount/dashboard

    I have had a similar thing happen, but I was definitely using the device.

    • supercheapguy on 25/03/2018 - 14:45

      yes I already had a look usage on the website as well as optus app. It shows that it goes over 100% of my allowance and added 2GB which is $20. Just customer support lady said I need to wait the bill and check with time that I used them or not

      • Sage on 25/03/2018 - 16:21

        For me it shows the exact minute the data is used from the link I've posted, see this screencap

  • Quantumcat on 25/03/2018 - 14:47

    This is why I won't ever sign up to postpaid plans that can charge you without consent….
    You can try calling up and complaining, if you're persistent enough they may refund you. To stop it happening again go through the list of apps in settings and check how much internet they used, and turn off mobile data for ones that are using too much or that you don't need outside of WiFi.

    • supercheapguy on 25/03/2018 - 14:51

      yes I just signed up because it is a basically free iPad at the end of my contract according to my calculation ($40 per month for 24 months=$960). Apple store sells same specs iPad for $799.
      I have been watching my usage after excessive usage like watching one youtube video etc.

  • Strahany on 26/03/2018 - 01:01
    +1

    Data usage can be subject to a 24-48 hour delay. Whenever this 1GB add on is added, it's usually already been some time since the allowance was exceeded.

    • supercheapguy on 26/03/2018 - 12:11

      Yeh i understand but the amount is excessive

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