Data Usage Incorrect

[braamm]

VodacomData, can you please help here.

I logged a call on 17 June 2009, regarding me believing there is an error on my billing for my 3G contract data usage.

My call ref is: S2-YX537-79MDR

They finally got back to me today, 07 July 2009, simply stating that the billing is correct.

I believe my June '09 invoice to be INCORRECT.

- I have a 1GB package.
- On average I use 400-700MB per month.
- June my package allowance was around 1.4GB (including rollover unused data from May)
- Vodacom says my usage is 2.7GB
- Vodafone Mobile Connect Lite shows my usage at around 650MB
- Using Vodacom4me to generate a detailed report for June shows a NEGATIVE amount on the 12th of June with a charge of R1100.
- In total 2.2GB was apparently uploaded and downloaded on the 12th of June

After spending 45 minutes with another support person on the line, I still dont have an answer, other than "billing mistakes dont happen".

I have screenshots of VMCLite and a .pdf of the report, I also have the report from Vodacom data. I can forward it all to you...

Please can this be looked into, I honestly believe it to be a mistake.

My antivirus (McAfee) is up to date.
My Windows Updates are up to date.
My Windows Firewall is switched on.

Thank you.
BraamM.

 

[Academic]

Agree

The 10% bonus allocation from VC is finished by the 1st time I check it on 4me. Supposed to have 200mb extra, checked my usage on modem and something like 80mb, yet the 200mb extra is finished on 4me.

 

[labratza]

well I hope they do not make that mistake with me as I use it on 2 different contracts but I monitor it in the VCM Lite app that comes but how accurate is that program can anyone give me ideas

 

[wheunis]

well I hope they do not make that mistake with me as I use it on 2 different contracts but I monitor it in the VCM Lite app that comes but how accurate is that program can anyone give me ideas

In my experience, any packet-counter based monitoring app (as implemented in VMC) is extremely inaccurate unless your windows settings are default.

 

[VodacomData]

Hi braamm

I had Jordan double check the data usage, i pm`d you the breakdown

Regards
VodacomData

 

[Iam3G]

well I hope they do not make that mistake with me as I use it on 2 different contracts but I monitor it in the VCM Lite app that comes but how accurate is that program can anyone give me ideas

In my experience, any packet-counter based monitoring app (as implemented in VMC) is extremely inaccurate unless your windows settings are default.

I've been using the Data Usage Monitor of VMC 9.3.6 for the past 3 or so months.

And thus far its been 99% accurate for me. Sometimes i use my dashboard to test customers' modems and do speed tests, so the usage for me is slightly higher than what i bought.

But for the most part its been accurate. (thats if you use it right)

 

[labratza]

well yeah I use it right and just have the basics installed on my pc so it should be acurate

 

[braamm]

Hi braamm

I had Jordan double check the data usage, i pm`d you the breakdown

Regards
VodacomData

Thank you for the reply. Basically what the help desk told me.

I really think these issues would be SO easy to resolve if Vodacom would just make the destination (url & ip) available to customers.

It would instantaneously reveal virus activity, windows updates or any other sources of data activity.

To say that it’s not available is total nonsense, if Vodacom was faced with a court order to release that type of information, I sure it would be "found" all of a sudden.

B.

 

[braamm]

Doesnt Matter...

well I hope they do not make that mistake with me as I use it on 2 different contracts but I monitor it in the VCM Lite app that comes but how accurate is that program can anyone give me ideas

When I asked the support desk as to why VMC reports 650MB and Vodacom 2.7GB, the answer was:

"Please read the license agreement at installation, it states that the usage figures are not accurate at all. You are not allowed to use that as a guide when interacting with Vodacom. The usage recorded there could be 100% incorrect".

Best you look at something like DU Meter. Its accurate, but Vodacom doesn’t accept its figures as a guideline either...

Damned if you do, damned if you don’t!

 

[fismail]

This is not impossible to do however the overhead on current systems will be extremely high.

With it comes the privacy issues and so on.

I'm sure that VodacomData can comment more on this.

Thank you for the reply. Basically what the help desk told me.

I really think these issues would be SO easy to resolve if Vodacom would just make the destination (url & ip) available to customers.

It would instantaneously reveal virus activity, windows updates or any other sources of data activity.

To say that it’s not available is total nonsense, if Vodacom was faced with a court order to release that type of information, I sure it would be "found" all of a sudden.

B.

 

[braamm]

Hmm...

This is not impossible to do however the overhead on current systems will be extremely high.

With it comes the privacy issues and so on.

I'm sure that VodacomData can comment more on this.

The question really is whether the data already exists, and it’s merely a case of having a mechanism in place to present it to customers on request. They can even charge a nominal fee to recover the "report".

When it comes to privacy? What about the RICA act?
If they can authenticate me over the phone to make changes to my contract etc, surely they can authenticate me when requesting my own data access history.
Also, how is that different to the current itemised billing I get today for voice calls. Surely that’s private information also? (I dont want my wife to know that im calling my girlfriend while at work, now do I? Yet she gets to open the post with all the numbers I dail....)

I agree storage etc would present overhead, but I have a strong suspicion it’s stored already...

 

[VodacomData]

The question really is whether the data already exists, and it’s merely a case of having a mechanism in place to present it to customers on request. They can even charge a nominal fee to recover the "report".

When it comes to privacy? What about the RICA act?
If they can authenticate me over the phone to make changes to my contract etc, surely they can authenticate me when requesting my own data access history.
Also, how is that different to the current itemised billing I get today for voice calls. Surely that’s private information also? (I dont want my wife to know that im calling my girlfriend while at work, now do I? Yet she gets to open the post with all the numbers I dail....)

I agree storage etc would present overhead, but I have a strong suspicion it’s stored already...

Hi braamm

Did Jordan not mail you a report ? the report gets mailed to a client upon there request its called an EDR (event detail record) this is readily available at anytime of your query being logged.

Let me know if you want this.

Regards
VodacomData

 

[braamm]

Please!

Hi braamm

Did Jordan not mail you a report ? the report gets mailed to a client upon there request its called an EDR (event detail record) this is readily available at anytime of your query being logged.

Let me know if you want this.

Regards
VodacomData

Hi VD,

I did get a report, all it shows is date/time, amount of data, and my own IP address. There is NO destination detail.

If you have that available, YES PLEASE SEND!!!

Thank you.

 

[VodacomData]

Hi VD,

I did get a report, all it shows is date/time, amount of data, and my own IP address. There is NO destination detail.

If you have that available, YES PLEASE SEND!!!

Thank you.

Hi

So are you looking for the sites visited ? If so this will be difficult but not impossible, mainly because the information that you require is most sensitive and basically because of the constitution and the access to information act

have a look here we need to adhere to the ACT 2 of 2000

Regards
vodacomData