Phone Contract Woes

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Curls
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PostPhone Contract Woes
by Curls » Sun Nov 01, 2015 5:54 pm

Sorry guys I couldn't find 'Ask the Forum' so tagged this as advice.

So just to sum up my situation.

I joined Orange in December 2013 on a 24 month contract. I had a number of issues with their service, and by July this year I decided to cancel the contract and pay off the rest.

I came to a compromise with the dude on the phone that I would get a new EE Sim Card, get the contract I wanted for the remainder of my time and not have a contract renewel with the new EE plan. I repeat. not have a contract renewel, so it should end in December 2015.

So i check online today, they have my contract ending as July 2017...24 months from when i changed my orange plan to EE (they're the same company), so all the stuff i was promised about not having my contract extended was bollocks. Now this was the ONLY reason i stayed with Orange/EE as I knew I could change at christmas and it would have cost more to pay off the contract.

I called and got through to an advisor, who not only had me down as ending in 2017...but also had me down as taking out a NEW phone on my contract. All i got was a strawberry floating sim card. I am really, really not happy, and have no idea if I have any feet to stand on as I have no evidence that I was promised this deal.

I was promised a callback tomorrow from the manger to try and sort out the problem....any idea what I should go about saying to get out of this contract. I cannot be in this contract any longer but cannot afford to pay it off, it's a massive injustice but If they put their foot down and basically say 'you can't prove this,' how do I escape it?
...citizens advice beaureau..?
.as the calls are recorded can i demand they listen to my call from JUly?

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Lagamorph
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PostRe: Phone Contract Woes
by Lagamorph » Sun Nov 01, 2015 5:57 pm

Let me see if I can dig out an e-mail address for someone higher up the chain in EE.
Going to the CEO's office usually gets better responses than going via the front line customer services.

EDIT - olaf.swantee@ee.co.uk
Send an e-mail there outlining the situation and all the details.

Last edited by Lagamorph on Sun Nov 01, 2015 6:01 pm, edited 1 time in total.
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Grumpy David
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PostRe: Phone Contract Woes
by Grumpy David » Sun Nov 01, 2015 6:01 pm

Complain to their twitter account. Usually they'll have someone want to direct message you rather than risk getting more tweets showing further complaints.

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Curls
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PostRe: Phone Contract Woes
by Curls » Sun Nov 01, 2015 6:09 pm

I've tweeted at them having a good moan with the hashtag #badcustomerservice .

That email could come in handy Lagamorph thank you so much. I may wait for my call from the manager first before I send that though.

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LewisD
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PostRe: Phone Contract Woes
by LewisD » Sun Nov 01, 2015 7:04 pm

I'm arguing something with Vodafone at the moment.

My girlfriend has a 1gb data allowance, which should be more than enough. I also have a 1gb allowance with o2 and I rarely use it all.

Two months in a row, they've charged us £45.50 on top of her normal bill of £29 for extra data used. According to the bill, an extra 4gb over her allowance.

Now, she's pretty much a housewife, doesn't really leave the house and we have good WiFi in the house.

So unless she's watching Netflix on the walk to the shop, or downloading games whilst at Finns playgroup (she's doing neither) there's absolutely no way she's used 5gb of data. And to be charged £45.50 for the privilege is annoying.

Vodafone have the stance of: "she's used it, you've been charged for it."

But they can't prove where the data has been used, if they can show me addresses or domains I'd be more likely to believe them, but they have nothing.

I can't prove them wrong, and they can't prove themselves right. It's infuriating.

Is there anything I can do? Or do I just swallow the fact I've lost £90 over nothing.

Last edited by LewisD on Sun Nov 01, 2015 7:05 pm, edited 1 time in total.
bear
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PostRe: Phone Contract Woes
by bear » Sun Nov 01, 2015 7:05 pm

What sort of phone did they claim to have sent you? I'm assuming they've had to retain some details about this phone so I'd ask for those.

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PostRe: Phone Contract Woes
by bear » Sun Nov 01, 2015 7:08 pm

LewisD wrote:I'm arguing something with Vodafone at the moment.

My girlfriend has a 1gb data allowance, which should be more than enough. I also have a 1gb allowance with o2 and I rarely use it all.

Two months in a row, they've charged us £45.50 on top of her normal bill of £29 for extra data used. According to the bill, an extra 4gb over her allowance.

Now, she's pretty much a housewife, doesn't really leave the house and we have good WiFi in the house.

So unless she's watching Netflix on the walk to the shop, or downloading games whilst at Finns playgroup (she's doing neither) there's absolutely no way she's used 5gb of data. And to be charged £45.50 for the privilege is annoying.

Vodafone have the stance of: "she's used it, you've been charged for it."

But they can't prove where the data has been used, if they can show me addresses or domains I'd be more likely to believe them, but they have nothing.

I can't prove them wrong, and they can't prove themselves right. It's infuriating.

Is there anything I can do? Or do I just swallow the fact I've lost £90 over nothing.

Is it an iPhone and is wifi assist turned on?

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LewisD
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PostRe: Phone Contract Woes
by LewisD » Sun Nov 01, 2015 7:09 pm

HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

HSH28
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PostRe: Phone Contract Woes
by HSH28 » Sun Nov 01, 2015 7:10 pm

LewisD wrote:I'm arguing something with Vodafone at the moment.

My girlfriend has a 1gb data allowance, which should be more than enough. I also have a 1gb allowance with o2 and I rarely use it all.

Two months in a row, they've charged us £45.50 on top of her normal bill of £29 for extra data used. According to the bill, an extra 4gb over her allowance.

Now, she's pretty much a housewife, doesn't really leave the house and we have good WiFi in the house.

So unless she's watching Netflix on the walk to the shop, or downloading games whilst at Finns playgroup (she's doing neither) there's absolutely no way she's used 5gb of data. And to be charged £45.50 for the privilege is annoying.

Vodafone have the stance of: "she's used it, you've been charged for it."

But they can't prove where the data has been used, if they can show me addresses or domains I'd be more likely to believe them, but they have nothing.

I can't prove them wrong, and they can't prove themselves right. It's infuriating.

Is there anything I can do? Or do I just swallow the fact I've lost £90 over nothing.


Shouldn't you be able to check on the phone how much mobile data it thinks its used? I know its not exact but it might help you narrow down what's going on if the phone is using data.

For example is it possible the phone is losing its wifi connection when still at home and therefore switching to mobile data?

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Kezzer
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PostRe: Phone Contract Woes
by Kezzer » Sun Nov 01, 2015 7:24 pm

On the HTC go into:

Go to Settings, and then under Wireless & networks, tap More. Tap Data usage.

This will outline any usage an you can even change the data cycle to see what has been used.

If it all looks normal, then go onto Vodafone.co.uk/myvodafone and log in - here you can check your bill and you will see when your data was used. if it is at really unusual times then you can probably ask them to check for data leakage. Also ask if your account has been migrated recently from legacy systems onto the new ones...

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Kezzer
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PostRe: Phone Contract Woes
by Kezzer » Sun Nov 01, 2015 7:31 pm

Curls as for your issue, the calls should be recorded but I don't know how long they will keep them for. If all the discussions were done over the phone then there should be notes on your account with all the details of the discussions.

The fact that they said you should have a new phone is the best part as you don't physically have the device. If you were meant to get a 'new' handset then there would have been courier numbers and better yet there should be an IMEI Number for the 'new' handset.

I would say the mystery phone is your best "leg" to stand on. If they say your 'new agreement' should have a device and you don't have it... there is all the proof you need that something has gone very wrong on EE's part

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PostRe: Phone Contract Woes
by Corazon de Leon » Sun Nov 01, 2015 8:40 pm

Kezzer wrote:Curls as for your issue, the calls should be recorded but I don't know how long they will keep them for. If all the discussions were done over the phone then there should be notes on your account with all the details of the discussions.

The fact that they said you should have a new phone is the best part as you don't physically have the device. If you were meant to get a 'new' handset then there would have been courier numbers and better yet there should be an IMEI Number for the 'new' handset.

I would say the mystery phone is your best "leg" to stand on. If they say your 'new agreement' should have a device and you don't have it... there is all the proof you need that something has gone very wrong on EE's part


Financial Ombudsman Service guidelines are five years for calls to be kept. I'm pretty sure phone companies are regulated by them so that should be it.

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PostRe: RE: Re: Phone Contract Woes
by 7256930752 » Sun Nov 01, 2015 8:58 pm

LewisD wrote:HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

Has this just started Lewis? I have M8 and the usage jumped up massively last month despite me not doing anything different. The problem seemed to have been Chrome but I'm not 100% sure.

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PostRe: RE: Re: Phone Contract Woes
by LewisD » Sun Nov 01, 2015 9:57 pm

Hime wrote:
LewisD wrote:HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

Has this just started Lewis? I have M8 and the usage jumped up massively last month despite me not doing anything different. The problem seemed to have been Chrome but I'm not 100% sure.


Yeah, both of the last two monthly bills have been about £75/£80.

She facebooks, twitters and reads/writes blogs.
Shouldn't even be scratching 1gb.

I've changed some settings on her phone relating to data usage, so I'll keep an eye on it.

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Curls
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PostRe: Phone Contract Woes
by Curls » Mon Nov 02, 2015 5:37 pm

THanks for the tips guys. Got through to a more helpful person today. (the manager never called.) Managed to get the contract sorted and also the price of it reduced but GiffGaff still have a better offer so in a few weeks i'll call again armed with that and the fact I've had trouble and see if I can get a decent contract out of them. Otherwise it's off to giffgaff I go. I really hope I have no further issues with EE.

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Wrathy
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PostRe: RE: Re: Phone Contract Woes
by Wrathy » Mon Nov 02, 2015 6:33 pm

LewisD wrote:
Hime wrote:
LewisD wrote:HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

Has this just started Lewis? I have M8 and the usage jumped up massively last month despite me not doing anything different. The problem seemed to have been Chrome but I'm not 100% sure.


Yeah, both of the last two monthly bills have been about £75/£80.

She facebooks, twitters and reads/writes blogs.
Shouldn't even be scratching 1gb.

I've changed some settings on her phone relating to data usage, so I'll keep an eye on it.


Facebook and Twitter can easily blitz through a gig of data if you aren't really careful. It's comparatively very little in terms of allowance these days, especially with faster download speeds and automatic video playing etc. Starting levels for contracts is usually 2GB allowance for example. Remember, every picture a Facebook feed loads can be anywhere up to to 1MB (and it sometimes decides to load the large version when its just the thumbnail you're seeing on a feed), so over 30 days it'll just evaporate through casual use.

7256930752

PostRe: RE: Re: Phone Contract Woes
by 7256930752 » Mon Nov 02, 2015 6:42 pm

Wrathy wrote:
LewisD wrote:
Hime wrote:
LewisD wrote:HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

Has this just started Lewis? I have M8 and the usage jumped up massively last month despite me not doing anything different. The problem seemed to have been Chrome but I'm not 100% sure.


Yeah, both of the last two monthly bills have been about £75/£80.

She facebooks, twitters and reads/writes blogs.
Shouldn't even be scratching 1gb.

I've changed some settings on her phone relating to data usage, so I'll keep an eye on it.


Facebook and Twitter can easily blitz through a gig of data if you aren't really careful. It's comparatively very little in terms of allowance these days, especially with faster download speeds and automatic video playing etc. Starting levels for contracts is usually 2GB allowance for example. Remember, every picture a Facebook feed loads can be anywhere up to to 1MB (and it sometimes decides to load the large version when its just the thumbnail you're seeing on a feed), so over 30 days it'll just evaporate through casual use.

I'm definitely moving to an unlimited plan when my contract is up; having 4G where I work is burning through data.

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PostRe: RE: Re: Phone Contract Woes
by degoose » Tue Nov 03, 2015 8:54 am

LewisD wrote:
Hime wrote:
LewisD wrote:HTC One m8.

I do suspect its the setting where the phone says "Use data if WiFi connection is unstable" or something along those lines.

Mine has been on, but never eaten data. So I'm not sure.

Has this just started Lewis? I have M8 and the usage jumped up massively last month despite me not doing anything different. The problem seemed to have been Chrome but I'm not 100% sure.


Yeah, both of the last two monthly bills have been about £75/£80.

She facebooks, twitters and reads/writes blogs.
Shouldn't even be scratching 1gb.

I've changed some settings on her phone relating to data usage, so I'll keep an eye on it.


did you also set it so it alerts you when the data hits a certain limit. That always helps to track it.

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