mobile usage question

Mobile phone plans, SIM card activation and porting issue
lkml2000
Posts: 74
Joined: Mon Feb 14, 2005 9:31 pm

mobile usage question

Post by lkml2000 » Sat Feb 12, 2011 1:55 pm

Hi,

Started using CAP19 this month and would like to track the usage.

Found the following items on the usage page and not sure if my understanding is correct

National Call: - all land line (including the VOIP numbers)
Mobile Call: - all mobile call to non-optus mobile? or to non-exetel mobile?
On-Net Mobile Call: - calls to exetel mobile number? or calls to optus mobile number?
On-Net SMS: - SMS to exetel mobile number? or SMS to optus mobile numbers?
SMS: - SMS to non- exetel mobile number? or SMS to non-optus numbers?

Thanks

lkml2000
Posts: 74
Joined: Mon Feb 14, 2005 9:31 pm

Re: mobile usage question

Post by lkml2000 » Tue Feb 15, 2011 9:44 pm

Can some one from exetel help? Thanks

ExetelVoice
Exetel Staff
Posts: 359
Joined: Tue Aug 03, 2004 5:43 pm

Re: mobile usage question

Post by ExetelVoice » Tue Feb 22, 2011 8:55 am

We will get them clarified on the usage page.

Answers:
National Call: - all land line (including the VOIP numbers) - correct.
Mobile Call: - all mobile call to non-Exetel mobile.
On-Net Mobile Call: - calls to Exetel mobile number.
On-Net SMS: - SMS to Exetel mobile number.
SMS: - SMS to non- Exetel mobile number?

samarium
Posts: 376
Joined: Thu Feb 02, 2006 12:17 am

Re: mobile usage question

Post by samarium » Tue Feb 22, 2011 1:26 pm

ExetelVoice wrote:We will get them clarified on the usage page.

Answers:
National Call: - all land line (including the VOIP numbers) - correct.
Mobile Call: - all mobile call to non-Exetel mobile.
On-Net Mobile Call: - calls to Exetel mobile number.
On-Net SMS: - SMS to Exetel mobile number.
SMS: - SMS to non- Exetel mobile number?
Thanks for the explanation.

Maybe Exetel should use the same terminology in their marketing and their billing, ie On-Net == Exetel2Exetel, and confusion would reduce.

australiana
Posts: 60
Joined: Mon Jul 07, 2008 6:53 pm
Location: Ballina

Re: mobile usage question

Post by australiana » Tue Mar 01, 2011 9:27 am

Maybe Exetel should use the same terminology in their marketing and their billing, ie On-Net == Exetel2Exetel, and confusion would reduce.
I agree, it is only by reading this thread that I understood what "On-Net' means. Surely it cannot be that difficult to use consistent and clear terminology.

I have been caught out with excess charges on my CAP19 mobile. I thought I had available $148 of Exetel to Exetel calls plus $165 of other calls. I also thought any excess on my Exetel to Exetel calls would flow over into the 'other calls' area. Intuitively that seems to make sense as the Exetel to Exetel calls would be cheaper to provide. However, that does not seem to be the case (although I'm still not entirely sure - the wording is so unclear) and I have been hit with $50 of excess charges. I feel entitled to claim those excess charges back on the basis that I had not been adequately informed about how the charges are calculated.

What do others think?

PS I am a big fan of Exetel in terms of overall fairness and value for money, and I have encouraged others to sign up, but the way information is presented to customers is too often woefully bad and I have to spend more time than I should trying to work out what exactly is being offered.

lizzardr
Posts: 3
Joined: Mon Apr 06, 2009 8:39 pm
Location: Lismore

Re: mobile usage question

Post by lizzardr » Tue Mar 01, 2011 2:29 pm

I have had the same issues as australiana - except we got charged extra charges for both our exetel (via OPtus) mobile phones and hadn't even gone in excess of our allowed costs. Then, when I logged a billing inquiry (Exetel Billing #3733764) I got such a confusing email from them that didnt even touch on what my logged problem is.

I find this new Optus mobile thing very confusing. ON this first bill alone we will be much worse off financially if we stick with it. I hope Exetel sorts it out soon as my displeasure with Exetel is getting to Telstra proportions.

snappytom
Posts: 5
Joined: Tue Mar 01, 2011 9:26 pm
Location: Brisbane

Re: mobile usage question

Post by snappytom » Wed Mar 02, 2011 10:20 am

I also seem to have unexplained excess charges on the Optus Cap plan as well.

The detailed invoice in my account section is no help in deciphering where the excess charges came from as we seem to be within our inclusions except for a couple of small items

I have submitted 2 questions to billing asking them to explain the charges and have yet received no reply.

rukshani
Exetel Staff
Posts: 275
Joined: Tue Oct 19, 2010 4:54 pm

Re: mobile usage question

Post by rukshani » Thu Mar 03, 2011 5:51 pm

Hi lizzardr

I believe an Exetel billing representative called you explained the billing aspects explained through the ticket 3733764 and had it sorted.
Please reply to that email if you require further clarification.

Hi snappytom

Would you please provide me the ticket reference so that I could look in to it.

Regards

Rukshani

australiana
Posts: 60
Joined: Mon Jul 07, 2008 6:53 pm
Location: Ballina

Re: mobile usage question

Post by australiana » Fri Mar 04, 2011 10:45 pm

rukshani I have pose some questions about mobile billing. Could you answer them please?

snappytom
Posts: 5
Joined: Tue Mar 01, 2011 9:26 pm
Location: Brisbane

Re: mobile usage question

Post by snappytom » Wed Mar 09, 2011 12:21 pm

My ticket numbers are 3729890 and 3736613

snappytom
Posts: 5
Joined: Tue Mar 01, 2011 9:26 pm
Location: Brisbane

Re: mobile usage question

Post by snappytom » Mon Mar 14, 2011 9:28 pm

I'm still awaiting any reply from my tickets.

I'm not expecting world class customer service, but 2 weeks and no reply is pushing it!

lkml2000
Posts: 74
Joined: Mon Feb 14, 2005 9:31 pm

Re: mobile usage question

Post by lkml2000 » Wed Mar 23, 2011 10:08 pm

I have another mobile on mobile A plan , however, the mobile call usage are all grouped together, i.e. it doesn't itemize on-net call and non-on net calls. Any reason why it is different to the cap19 plan ?

Thanks
Last edited by lkml2000 on Wed Mar 23, 2011 10:11 pm, edited 1 time in total.

thomashouseman
Posts: 750
Joined: Thu Mar 18, 2004 12:06 pm
Location: Toongabbie
Contact:

Re: mobile usage question

Post by thomashouseman » Thu Mar 24, 2011 9:36 am

Can Exetel please also advise why I'm getting charged $3 for 0 kb data usage?

This is on my wife's phone and I know for a fact she never EVER uses the internet etc. on it.


Usage Date Usage From Description Data Charges
(AUD)
2011-03-13 08:12:54 0403****** Data Usage 0KB $0.50
2011-03-13 16:30:46 0403****** Data Usage 0KB $0.50
2011-03-13 16:37:57 0403****** Data Usage 0KB $0.50
2011-03-18 07:07:55 0403****** Data Usage 0KB $0.50
2011-03-18 07:10:38 0403****** Data Usage 0KB $0.50
2011-03-18 07:26:02 0403****** Data Usage 0KB $0.50
Total: 0KB $3.00

EDIT: Nevermind. 100MB data included in cap. Didn't realise this. Annoying that we keep getting this showing up on the data usage section though.... anyone know why?

jokiin
Volunteer Site Admin
Posts: 2970
Joined: Mon Feb 02, 2004 10:23 pm
Location: Sydney

Re: mobile usage question

Post by jokiin » Thu Mar 24, 2011 11:53 am

thomashouseman wrote:Can Exetel please also advise why I'm getting charged $3 for 0 kb data usage?

This is on my wife's phone and I know for a fact she never EVER uses the internet etc. on it.


Usage Date Usage From Description Data Charges
(AUD)
2011-03-13 08:12:54 0403****** Data Usage 0KB $0.50
2011-03-13 16:30:46 0403****** Data Usage 0KB $0.50
2011-03-13 16:37:57 0403****** Data Usage 0KB $0.50
2011-03-18 07:07:55 0403****** Data Usage 0KB $0.50
2011-03-18 07:10:38 0403****** Data Usage 0KB $0.50
2011-03-18 07:26:02 0403****** Data Usage 0KB $0.50
Total: 0KB $3.00

EDIT: Nevermind. 100MB data included in cap. Didn't realise this. Annoying that we keep getting this showing up on the data usage section though.... anyone know why?
does she use MMS at all?

thomashouseman
Posts: 750
Joined: Thu Mar 18, 2004 12:06 pm
Location: Toongabbie
Contact:

Re: mobile usage question

Post by thomashouseman » Thu Mar 24, 2011 11:59 am

jokiin wrote: does she use MMS at all?
She does!
Is that what they are? Surprised they appear as data charges....
Thanks for clearing that up.

T.

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