[AusNOG] Fwd: [luv-talk] Optus 3G charges while using wifi at home.

Tue Apr 24 23:33:08 EST 2012

I've noticed an oddity whilst roaming in previous years - some older
handsets will still do keep alives or lookups of 10k (or less) over the 3G
network  at the min charge (€1) despite being connected to WiFi where the
bulk of the data was coming.

I found I had to either go to flight mode or pull the SIM to avoid the
bills mounting.

If the bills are substantial, I suggest the handset wasn't actually using
the Wifi as metering occurs at the SGSN - upstream. You don't believe
handsets when metering. The end user terminal is notoriously untrustworthy.

What's wrong here is:
- handsets not being properly configurable
- lousy instructions for handset configuration
- poor info from customer care
- poor billing and monitoring tools both on the handsets and SP side
...

Cheers

Narelle
On Apr 24, 2012 7:43 PM, "Michael Keating" <mkeating44 at gmail.com> wrote:

> Some troubleshooting tips from my Telstra Store days:
>
> Is there any 3rd party apps on the phone that may be signaling Optus? I'd
> suggest a full factory reset of the phone if there isn't any data worth
> keeping.
>
> Is there a shortcut to kill mobile data on the phone? That's simpler than
> getting it barred at the account level and turning it back on when you need
> it. Depending on the OS (Android, Symbian or proprietary) it can be in
> different spots.
>
> Either way, I'd still take it up with Optus complaints - if they're
> anything like Telstra's, if you call during business hours and make a deal
> about it they should be able to sort something out.
>
> Michael Keating
>
> On 24/04/2012, at 7:06 PM, Tom Berryman <tom at connectivityit.com.au> wrote:
>
>  I have seen something similar with the big T. iPad with a 1G $19.95
> month plan that NEVER left my staff members house. 1 month we had a bill
> for nearly $200 in excess data usage but the actual usage was in the
> vicinity of 10MB total for the month. The carrier eventually credited the
> charges.****
>
> How would Optus even know the phone is accessing the internet via WiFi @
> home to charge for it? That’s actually scary intrusive…****
>
> ** **
>
> *From:* ausnog-bounces at lists.ausnog.net [mailto:
> ausnog-bounces at lists.ausnog.net] *On Behalf Of *hannah commodore
> *Sent:* Tuesday, 24 April 2012 6:59 PM
> *To:* Ausnog
> *Subject:* [AusNOG] Fwd: [luv-talk] Optus 3G charges while using wifi at
> home.****
>
> ** **
>
> This seems absolutely absurd if true. Anyone heard of something like this
> before? ****
>
> Forwarded message:****
>
>  *From:* Jason Lade <jason at docpc.com.au>
> *To:* luv-talk at luv.asn.au
> *Date:* Monday, 23 April 2012 22:46:33
> *Subject:* [luv-talk] Optus 3G charges while using wifi at home.****
>
> ** **
>
> I gave an old handset to my daughter to use for emergencies i.e. text or
> calls to my wife or I.  It was using a pre-paid optus card that allows us
> to keep credit for up to like 6 or 12 months (I actually forget but quite a
> while)  We recently recharged the thing, thinking that the last lot of
> credit went quite quick.  But from the 10th to the 23rd of April she went
> through nearly $30 of credit over that period with a handful of text
> messages $0.29 each (not complaining about that) but most of the charges
> were short bursts of Internet access.  Now admittedly she does use internet
> at home we have wifi and it connects to our wireless modem router.****
>
> ** **
>
> But anyway she told me today the credit is nearly out, so we logged on to
> have a look and noticed she is getting Internetbrowsing and socialnwk
> charges of $1.32 a pop.  Today alone she had 4 of them so I could be
> certain it was wifi.****
>
> ** **
>
> Now what really blows me away is that I realised these charges today were
> happening while she was at home using wifi.  So I spoke with an optus
> representative online via text, here is some of the text that I copied from
> the conversation, please note it isn't the full conversation as personal
> details were required.****
>
> ** **
>
> *Anil: *Thanks.****
>
> *Anil: *I see there were a lot of Internet browsing done on the account.**
> **
>
> *you: *All charges are for the same amount $1.32 duration 00:00:00****
>
> *Anil: *Yes that is $1.32 per 1MB of data used.****
>
> *you: *But this is only done while at our home address, which when here
> it is connected to wifi****
>
> *Anil: *I am sorry to inform you the wifi is only used when you have the
> Internet turned off on the account.****
>
> *Anil: *Now I can turn the Internet on my system so she can only use wifi.
> ****
>
> *you: *But the phone is not showing up 3G, it is saying it is connected
> to wifi****
>
> *you: *She doesn't want to use internet through the optus network, just
> emergency calls and sms****
>
> *Anil: *I am sorry as the Internet is active in our system even though
> she is using wifi she gets charged to optus.****
>
> *Anil: *Do you want me to turn her Internet off through optus?****
>
> *you: *Yes that would be good!****
>
> *Anil: *Just one moment.****
>
> *Anil: *Thanks for waiting.****
>
> *you: *So you are saying that if the phone is connected to wifi, we are
> still getting charged on optus****
>
> *Anil: *I have turned your daughters Internet off on my system, so she
> wont get charged next time.****
>
> *Anil: *And the answer to your question is Yes.****
>
> *you: *if we browse the internet? But I can tell a big difference in
> speed if I turn off wifi and let my phone use 3G while at home.****
>
> *Anil: *I know but it is also charged on optus.****
>
> *Anil: *But now you dont have to worry about that as I turned the
> Internet off.****
>
> *you: *That just seems unbelievable to me. My account i wouldn't notice
> it as I have a capped account.****
>
> *you: *O.k. Thanks.****
>
> *Anil: *Have I covered everything for you today?****
>
> *you: *You have but I just can't believe that if the phone is connected
> to wifi that optus charge for internet that is coming through a network
> other than optus****
>
> *Anil: *I know but that is why customers need to be aware of this.****
>
> *Anil: *I am sorry for you inconvenience.****
>
> *Anil: *Is there anything else I can help you with today?****
>
> *you: *I don't remember getting any information in regards to this when I
> joined up.****
>
> *you: *I need to further investigate this as I feel it isn't honest.****
>
> *Anil: *I agree, but cant do anything, I am sorry once again.****
>
> *Anil: *Do you assistance with anything else?****
>
> *you: *No that is all. Thanks****
>
> *Anil: *         ^_^****
>
> *Anil: *Your most welcome.****
>
> *Anil: *It was a pleasure chatting with you.****
>
> *Anil: *Have a Good Evening.****
>
> *Anil: *Byeeeeeeeeeeeeeeee.****
>
> *Anil: *Thanks for using Optus Live Chat. We value your feedback, so if
> you have a moment, please click the End Chat button at top right to answer
> a few questions about your experience with us today.****
>
> ** **
>
> ** **
>
> Now can you believe what she is saying, I can be using my home wifi and
> still accruing data charges from optus for data that they are not
> supplying.  Is anyone able to give me any valid reasons for this.  I know
> that if I'm using 3G at home it is quite slow.  But when I connect to my
> wifi router I get much faster speeds so I just can't understand it.  She
> stated that she feels it isn't right being charged for something that I'm
> not using.  Has anyone seemed to have had this problem?  I got her to turn
> off internet usage from the account.  But it would be nice to be able to
> use the internet if needed when we are out.****
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
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>  ** **
>
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