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Repeatedly charged for data despite mobile data turned off

Re: Repeatedly charged for data despite mobile data turned o

My point is that my Nokia is so old that it doesn't have data connection, so it has never connected to data services, so the line about if you use data then you will be charged is wrong, I WAS charged even though I had no way of availing of their service.

 

I wasn't notified, nor was my permission asked, money was just taken from my account. In any other sphere this is called theft. Offering to rectify the issue after the theft have been discovered is not good enough! I have decided that I will escalate this to comreg, as it's so underhanded.

Navigator

Re: Repeatedly charged for data despite mobile data turned o

Alan - I perfectly understand ur frustration. I was extremely annoyed about
similar problem & for so long nobody wanted to know.

Explorer

Re: Repeatedly charged for data despite mobile data turned o

I'm being very technical about it, but I see that your problem and my
problem are actually the same but this is getting into semantics. We
have data turned off on our phone so from my point of view its the same
as downgrading to an older phone type. This then points to a software
problem that doesn't appear generally. In a sense there exists an
exception where three's software either on the phone, or in middleware
or in an embedded system is not functioning correctly. The main problem
I find with dealing with three is threefold (excuse the pun): The don't
listen to you, they don't believe you, they don't take responsibly for
the fact that their machines could have a small flaw in them.
Essentially, they are always right and you must be wrong because "how
could our perfect system only affect such a small percentage of people".
As a computer scientist I've seen this quite often. Its sheer arrogance
and absolutely not customer centric. Comp. Reg is definitely the way to
go on this. I've only been treated like this by one other company:
Vodafone. They are appalling. I changed to Tesco. The service is not as
good, but at least the billing system works correctly.
3 Community Manager

Re: Repeatedly charged for data despite mobile data turned o

@AlanMcCormack In my experience, it can still connect if the SIM connects and if, for example, you send an MMS or an SMS with an emoji in it.  The Nokia phone can still send MMS and MMS requires a data connection, not Wi-Fi. I'm happy to look into this for you, at the moment I'm advising what it could be but if you can send me your details in a PM I can see your account and we can take it from there.

 

@ekenny I've offered to help here a few times. I'm a representative of Three and I'm reaching out so I can help check everything out from the network side in terms of the charges you're reporting. I hope to turn this experience around and I'll do my best to help. Unfortunately, I can't do more than offer to help if I don't have the accounts to check. Thanks'

Highlighted
Navigator

Re: Repeatedly charged for data despite mobile data turned o

Rachel - u know the only solution u had for my problem was to turn off my
data. I had no choice but to agree but that's not the phone I bought.
Explorer

Re: Repeatedly charged for data despite mobile data turned o

I was spoken to in a condescending tone and told my data much have been
turned on. It wasn't. I left three shortly after. No help was provided. Too
late now. I won't be going back. Don't get me started on the other major
issue i had which was the requirement for proxy representatives for minors.
That was another reason for leaving. Bill payer or child who's phone is
registered with 3 should have access to the phone account... Another ticket
required for that issue perhaps...?
3 Community Manager

Re: Repeatedly charged for data despite mobile data turned o

@Rose It's nice to hear from you again. My colleagues investigated this thoroughly and spoke to you about there being a potential issue with your phone as the only explanation for your specific experience. This was after we investigated it. The reason I've asked for the account details here is so I can take them to the relevant teams so we can help. There are other situations where having certain options left on in the phone settings was the cause and turning them off prevented further charges. I won't know the full story and what's happening until I have the information in front of me. Thanks'

Explorer

Re: Repeatedly charged for data despite mobile data turned o

Do you mean like having auto sync on? Lets be clear on this. If data is
off on a phone and wifi is off on a phone the phone cannot under any
circumstances download 2kb of data at 2am in the morning whilst the
phone is not in use. This is what happened. Its in your billing system
on my wifes phone. So this suggests that somehow three.ie is pinging the
phone, receiving no responses but still charging for no usage, or there
is some other flaw in the system. We were told to turn off data
connection on all apps given an elaborate set of details to go in,
manage apps and turn off networking for these. I hate to say it, but
these instructions given to us prove that three's trainees didn't have a
clue about how phones work. If data is off, its is off, period. No
exceptions. As I said this did not ever happen after we changed to tesco
mobile. I should not have to explain it. Why you might ask...? 2kB
download during the night could not happen if auto sync was on. The
footprint of the data download is bigger. By the way I've also got a PhD
in Telecomms and worked on this for 8 years so I know what I'm talking
about. If three charges €1 per day for 2k usage this is unforgivable.
And this is what happened. It is partially the rigidity of the service
contract that is to blame here. You can explain it away that you have a
100Mb ceiling but what is the owner ceiling and why can't this be
investigated to at least determine if the 2k downloads during the night
where http, https, ftps, what port numbers why were on etc. Surely you
have this information even if the data was encrypted... or do you...?
Perhaps not.