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Unexpected £2 charges for "using the internet"

I joined Virgin as a PAYG customer in 2003. I have never changed tariff.

My account currently shows that my tariff is "Flex - Original PAYG - customer special"

My last top up was for £10.00 on 15 July 2020.

I also received a goodwill credit of £10.00 on 2 September 2020 in connection with new SIM problems at which time I also received a replacement phone (Energizer E12).

So as at 2 September 2020 I had at least £18-£19 of credit.

I last used my phone on 31 October 2020  to make a call. As soon as that call was finished I received a text to say that my airtime balance was £0.80 which took me by surprise because I don’t use my phone on a regular basis; just an occasional call and a few texts.

I checked my account online and looked at my usage for October; there are four charges for "using the internet" as follows:

12:30 - 6 October - £2 - 1KB used
11:30 - 13 October - £2 - 1 KB used
09:30 - 20 October - £2 - 1 KB used
16:30 - 27 October - £2 - 1 KB used

It looks like a weekly charge on a Tuesday but at different times of day. Unfortunately I am unable to see my usage for September so I don’t know if there is a similar pattern, but I expect so.

I did read the phone manual and personalised my call settings and other features but I left the default internet settings untouched because I had no intention of using the internet and assumed I was unconnected.

I have not intentionally connected to the internet at any point. Neither have I been asked whether I wanted to connect.

I have now taken a closer look at my settings/connections and as a precaution I have unchecked the GPRS option and deleted the following network accounts Vodafone Internet, o2 MMS, o2 Internet.  I was unable to delete the Vodafone MMS account.

Is there something else I need to do?

Have the terms of my tariff changed? I have not been informed of any changes.  

I saw also windbag’s post of 18 September asking how to stop his Mobiwire Oneida from “using the internet” and wonder whether Virgin need to switch off the data at their end for me too.

Could a member of the Forum Team please advise how to stop being charged for (not) "using the internet" and whether I can claim a refund.

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Message 2 of 10
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Re: Unexpected £2 charges for "using the internet"

Just so say me too!

Energiser E12

PAYG

08 Oct 14:15 Using the internet 1KB 0.00

08 Oct 13:15 Using the internet 1KB £2.00

01 Oct 14:16 Using the internet 1KB 0.00

01 Oct 15:15 Using the internet 1KB £2.00

Curious a week apart and an hour apart.

Bearing in mind the poor Customer Service haven't reported it, don't have enough credit for it to happen again.

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Message 3 of 10
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Re: Unexpected £2 charges for "using the internet"

smart phones always use data. if you don't want it to you need to turn it off on the phone.

PAYG charges £2day for internet usage. Even if its only 1 byte

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Message 4 of 10
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Re: Unexpected £2 charges for "using the internet"

Energiser E12 is not a Smartphone, what is there to turn off?

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Re: Unexpected £2 charges for "using the internet"


@pumas wrote:

Energiser E12 is not a Smartphone, what is there to turn off?


It is a feature phone and has web based applications. 

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Re: Unexpected £2 charges for "using the internet"

The full manual is available on the Web. Can't see how to turn off data but it may be possible to edit the connection settings to remove the APN settings.

Virgin will also turn off data on your account if requested

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Message 7 of 10
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Re: Unexpected £2 charges for "using the internet"

enlli

Sorry to hijack OP's post, but I certainly didn't intentionally access the web.

It is a feature phone and has web based applications -

   well it has features, don't know about web based applications

 

The full manual is available on the Web -

   the only manual I found online is the same as the one that came with the

   phone and it is useless

   I've worked to how to do most things, but I don't need it to use it for the internet

 

 It may be possible to edit the connection settings to remove the APN settings.

   No idea what that means.

 

Don't think I've got the energy to tackle Virgin

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Message 8 of 10
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Re: Unexpected £2 charges for "using the internet"

Unfortunately you have fallen victim to Virgins ridiculous daily data charges.

These phones will access the Internet for certain functions in the background from time to time.

Getting data turned off on your account is the only sure way. 

 

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Message 9 of 10
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Re: Unexpected £2 charges for "using the internet"

Pumas, I don’t mind you hijacking my original post.

I downloaded the manual from the Energizer website - it's much more detailed that the manual that came with the phone.  But still, it isn’t that clear when it comes to internet settings as the menus I see on screen don’t correlate with what’s in the manual. 

Anyway, 
this is what I did to turn the internet off.

1) Menu - Settings - Connections - I unchecked GPRS service 
 
(I didn’t know what GPRS meant until now. From what I can gather, General Packet Radio Service is an always on system that connects your phone to the internet. If that’s incorrect, I am sure someone will correct me. If it’s always on, then ideally the phones should have be configured with the service deactivated with the user having the choice to activate it).

2) Menu - Settings - Connections - Network Account - I deleted Vodafone Network, o2 Network and o2 MMS (but could not delete Vodafone MMS).
 
I'll find out if I've done it correctly when I check my usage next week.

Also when I go to Menu - Tools - Internet - Options, I can see my account settings for SIM1 shows Vodafone MMS, and SIM2 shows Vodafone Internet although I have not inserted a second SIM. So if I had a second SIM I would need to make sure the internet was turned off for that SIM too.
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Message 10 of 10
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Re: Unexpected £2 charges for "using the internet"

peartrees, thank you

Let us know what happens, I now don't have enough credit to access anything.

 

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