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2017-12-15 08:22 PM
I can’t believe it- Optus keeps adding extra data & now my bill is $240 just for data- l have wifi at home & work. Its been 3 months since l got a contract for $95 per month but l have already paid more than $1000 in just 3 months! Went on chat to de-activate data addons but l was told it can’t be done.
2017-12-15 08:29 PM
Stick up for yourself and follow up with optus they will push you from person to person but don't give up .
2017-12-15 08:48 PM
You will need to check your device/s to see what is using the data - its all good to complain but you have not foudn out what is causing the issue.
2017-12-15 09:20 PM
All good suggestions above.
Unfortunately Optus do not allow customers to limit their data usage themselves. Optus have decided that customers would prefer up to $1500 in top up fees each month rather than miss a tweet due to no data. Its a pretty poor policy but it seems most Telcos have a similar approach.
First thing to do is take control of your data usage rather than relying on Optus to. All phones have an ability to monitor data usage. Apple is the worst (requiring you to reset you usage at the start of each payment period and manually check it each day). Android and Windows allow you to set a monthly limit and cut out that automatically stops you blowing your limit each month.
You should also be getting an SMS from Optus when you hit 50%, 85% and 100% of your data limit (plus when you get any top ups). If you haven't got these then Optus can't charge the top up. Check your SMS history.
If you really want to avoid excess data usage then consider a prepaid plan (Optus are happy to cut their data off the kilobyte they go over.)
2017-12-15 09:25 PM - edited 2017-12-15 09:29 PM
From the ACMA regualtions and guidelines usage info such as sms notifications can be up to 48hours delay so yes they can charge for top ups even if you have not received these within that period.
ACMA TCP Code - Section 6.5.2
(Edit for clarification and ACMA link and position)
2017-12-15 10:20 PM - edited 2017-12-15 10:20 PM
Just to confirm, IMO the code clearly states the SMS must be sent within 48 hours. If not then any charges are usually void (as OPtus recently had to refund). @Paddylee are saying differently though?
Looking at the code though you see:
6.5.5 Other Spend Management Tools: While features of Suppliers’ Spend Management Tools will vary between Suppliers, in addition to the required usage notifications a Supplier must also make available to Customers at least one of the following:
(a) the ability for Customers to access usage information that is near to real-time information e.g. ideally no older than 48 hours;
(b) the ability for Customers to choose a product that features either cessation of a Telecommunications Service or of an aspect of a Telecommunications Service within an advised timeframe, or another form of control that limits use of the Telecommunications Service in such a way as to stop charges for that Telecommunications Service exceeding an agreed spend limit within the relevant Billing Period;
or any other Spend Management Tool the Supplier may choose to offer.
Unfortunately most Telcos have opted for option (a) which only asks the update ideally be no older than 48 hours. So something of a non clause really.
Option (b) is what all customers would want but we've yet to see a Telco provide the ability for a customer to make an honest fixed $ for data deal (on contract)
Amazingly the entire 10 option clause ends with the pathetic "or any other Spend Management Tool the Supplier may choose to offer." option which just negates any need for any Telco to offer anything. The ACCC really is a toothess tiger.
2017-12-15 10:24 PM
On 4g with a good tower/handset you can pull up to 300Mbit.
If your doing that sort of data and dont "find out" your usage for 48 hours you would already be at the 150Gb excess.
~just over an hour to do 150Gb (dont hook your mobile/router to your tv and steam a movie in 4k)
SO as long as you get a sms within 48 hours of going over they are covered and you have to pay.
2017-12-15 10:26 PM
We are sympatico
I found your comment "even if you have not received these within that period." ambiguous (aka I got confused)
2017-12-18 08:11 AM
Thank you Peter, l will go to try all these & if it doesnt work, l will try and pay Optus every $ l owe for the contract & go prepaid