Menu
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
330 Views
Message 1 of 12
Flag for a moderator

Random Charges

I recently received an energizer e12 as part of virgings sim replacement program.

I swapped the sim out of my old phone into the new one as instructed, tested it made calls and sent sms (the only features i use) and assumed it was all setup ok.

I checked my PAYG balance this morning and it was much lower than i expected.
I have gone online to check the recent history and I have multiple £2.00 charges, they seem to be weekly.

This is not a service I have used and nothing I have enabled.  how do i stop my phone making these connections on its own.  How can I get a refund for stuff I did not use?

0 Kudos
Reply
Highlighted
  • 4.06K
  • 190
  • 320
Forum Team
Forum Team
290 Views
Message 2 of 12
Flag for a moderator

Re: Random Charges

Good Morning gavinw,

 

Thanks for your post and I'm sorry to see you've experienced some unexpected charges.

 

Can you tell me if there is any description itemised alongside the £2.00 charges?

 

Do you possible have mobile data switched on, on the device? This may be small amounts of data being used in the background of the handset that's incurring a charge

 

Kindest regards,

 

David_Bn

 

 

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
282 Views
Message 3 of 12
Flag for a moderator

Re: Random Charges

19 Oct 13:10Our team via 789789NO34s£0.00
      
17 Oct 08:10Using the internet NO1KB£0.00
17 Oct 07:10Using the internet NO1KB£2.00
10 Oct 19:10Using the internet NO1KB£0.00
10 Oct 18:10Using the internet NO1KB£2.00
03 Oct 18:10Using the internet NO1KB£0.00
03 Oct 17:10Using the internet NO1KB£2.00

 

As you can see I am not a heavy user  its mostly incoming messages and calls from 2FA and Doctors/Hospital etc.
I have no need of any internet stuff on this phone.  the screen is the size of a postage stamp anyway and I dont think it supports downloading apps.

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
279 Views
Message 4 of 12
Flag for a moderator

Re: Random Charges

No manual came with the device so I have gone through all the settings I could find.

I found a setting called `GPRS` in a connections menu and disabled it.  Its the only one that was enabled that looked vaguely internet related.

0 Kudos
Reply
Highlighted
  • 4.8K
  • 294
  • 547
Forum Team
Forum Team
276 Views
Message 5 of 12
Flag for a moderator

Re: Random Charges

Hello gavinw

Can you please keep an eye on this and ee if any more credit goes. 

Let me know in a few days 

That way we can see if its fixed and then refund the actual charges 

Gareth_L

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
194 Views
Message 6 of 12
Flag for a moderator

Re: Random Charges

This seems to have done the trick.
There was no charge on the 24th and it looks like it was previously making some kind of connection weekly.

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
132 Views
Message 7 of 12
Flag for a moderator

Re: Random Charges

Anyone know what link/procedure I need to follow to get a refund?

I know its only £6 but i go out of my way to have a PAYG phone with no internet to avoid random charges like this.

0 Kudos
Reply
Highlighted
  • 31.32K
  • 1.63K
  • 5.48K
Very Insightful Person
Very Insightful Person
128 Views
Message 8 of 12
Flag for a moderator

Re: Random Charges

you may not be able to get a refund as the phone was using the data so you were charged as agreed in your contract.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
Highlighted
  • 8
  • 0
  • 0
Joining in
118 Views
Message 9 of 12
Flag for a moderator

Re: Random Charges

i have no contract.

I got a PAYG sim and purchased a 2g phone from virgin.  The  phone had no internet access.

It did calls and SMS only.

Many years later virgin replace the sim and told me i would need a new phone.
The new phone auto connected to the internet.
i still only require calls and SMS

 

This new device has no way to download apps.

No email clients installed.

No social networking installed.

Why on earth would it need to connect to the internet?

0 Kudos
Reply
Highlighted
  • 1.89K
  • 126
  • 176
Forum Team
Forum Team
112 Views
Message 10 of 12
Flag for a moderator

Re: Random Charges

Hi gavinw,

 

GPRS is a very basic and limited data connection, so it sounds like you have been charged for this service running in the background. Sadly, whilst I appreciate where you're coming from, the charges are valid and we would not be able to issue a refund for the data usage used.

 

If you're still unhappy with the resolution and information we've provided, please let me know and I can raise a complaint on your behalf in regards to this.

 

Kind regards,

 

Beth

 

 

0 Kudos
Reply