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Old October 1st, 2012, 09:21 AM   #1 (permalink)
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Default Deezer Issues

My data usage towards the tail end of my last billing period and so far this month has been horrendous, yet according to my phones internal data counter and 3G watchdog, I was within my limits and I wasn't using my handset any differently. I called Orange and was advised that there's been an issue with some handsets and the Deezer swapable of late, whereby any data used by Deezer is counted towards your global usage. It should be fixed, but I was advised to re register the Deezer swapable via orangeworld.co.uk.

They can't do anything at the moment, but they should be refunding me at the end of the next billing period

So, just a heads up, if you're using Deezer, it might be worth checking to see if your data usage is higher than you think it should be.

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Old October 4th, 2012, 01:36 PM   #2 (permalink)
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Quote:
Originally Posted by El Presidente View Post
My data usage towards the tail end of my last billing period and so far this month has been horrendous, yet according to my phones internal data counter and 3G watchdog, I was within my limits and I wasn't using my handset any differently. I called Orange and was advised that there's been an issue with some handsets and the Deezer swapable of late, whereby any data used by Deezer is counted towards your global usage. It should be fixed, but I was advised to re register the Deezer swapable via orangeworld.co.uk.

They can't do anything at the moment, but they should be refunding me at the end of the next billing period

So, just a heads up, if you're using Deezer, it might be worth checking to see if your data usage is higher than you think it should be.
I have checked today and it's no longer listed in our current multimedia issues system, will check again tomorrow and let you know if i find anything

Just as a side note, anyone who has a plan which includes swapables also has an extra 100Mb of data attached to the package which is reserved just for swapables but isn't visible to the end user.
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Old October 30th, 2012, 07:15 AM   #3 (permalink)
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Whats the 100mb for?
Swappables are free according to the faqs page.
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Old November 28th, 2012, 07:13 AM   #4 (permalink)
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Call me sceptical but it just seems like another way of generating short term revenue. Lets say they charged you 30 too much, Multiply that up by 50,000 users = 1,500,000.

If all of those affected complain and refunds are agreed, that 1.5m will sit in EE's accounts earning interest for 1 month before the whole cycle happens again the following month. That is why it almost impossible to get an instant refund to your bank but they give money away like water as a credit on "next months bill"

It's disgraceful, especially when you factor in those folk that don't realise that they have been overcharged (Businesses, Elderly, teens who get the bill payed, careless) Let's say that covers 50% of the 50,000.... that means that 1.5mil will have been collected and only 750k refunded. That happening every month equates to 9m a year profit with an additional 9m having earned interest before being "refunded" to the customer.... Makes me sick just thinking about it!
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Old November 28th, 2012, 07:40 AM   #5 (permalink)
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Tell me about it. It really is disgusting. Ive had no end of calls to them about this.
They have admitted there is no cap and it is unlimited and they say "we're working to fix the issue" but its clearly crap.
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Old January 30th, 2013, 10:57 AM   #6 (permalink)
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Has anybody found a solution to this?
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Old January 30th, 2013, 03:54 PM   #7 (permalink)
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Deezer specifically, or the swapable data issues in general?

I've not had issues with deezer and data for a while, Orange resolved it their end.
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Old February 19th, 2013, 06:51 AM   #8 (permalink)
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Ive had this problem since may 2012, Ive probably notched up a good hundred calls on this and to be honest im sick and tired of having to explain it everytime (100mb limit excuses galore),

every month I HAVE TO CALL THEM to get the refund applied, even though ITS THEIR PROBLEM, its a joke, they honestly do not care for thier customers....

I've even tried olaf swantee (orange/EE CEO) yeah he hooked me up with someone who was going to call me back (in november)........ im still waiting..... FAIL

I cannot wait to get out of contract with them

id rather go with the providings fella from phonejacker than orange.... total shambles

im glad this thread is here I will keep you updated on this

p.s. twitter account 'orangehelpers' dont have a clue about deezer issue's either and are just defelectors ....
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Old March 14th, 2013, 04:01 AM   #9 (permalink)
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Thanks Jaedroid. Sounds like Orange staff genuinely don't have a clue. I've been having the same issues and it took me several calls to convince them that Deezer was causing the high data usage. As at today the issue is still not resolved so I'm also having to call them each month to get my charges refunded.

Surely it would be better for them in the long run to resolve the issue or as Galaxynote_guy suggested above is this a cash cow? I'm not normally sceptical but this issue has been going on for far too long...
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Old September 10th, 2013, 07:14 AM   #10 (permalink)
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ok so still here we are in september 2013 and still no fix, i still have to call them every month to get the data charges taken off my bill..... again thats me having to call them even though its their problem and they are aware of it ....

i still get the odd one telling me about 100mb data, moments like that i start to school their own staff on how to work for orange

even better, as im using deezer and its counting into my chargable data im now being throttled with 0.3 mb data speed which bareley updates anything, a simple tweet takes 4 mins to post

ORANGE AND OLAF SWANTEE ARE ABSOLOUTLEY USELESS


ORANGE PROBLEM = CHARGE CUSTOMER + THROTTLE CUSTOMER

(IF CUSTOMER DOESNT CALL TO REFUND CHARGES THEN COMPANY PROBLEM = COMPANY PROFIT)

Im off to giff gaff in a few months when my contracts done, cant wait for unlimited data and hassle free
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Old September 10th, 2013, 07:20 AM   #11 (permalink)
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Quote:
Originally Posted by Galaxynote_guy View Post
Call me sceptical but it just seems like another way of generating short term revenue. Lets say they charged you 30 too much, Multiply that up by 50,000 users = 1,500,000.

If all of those affected complain and refunds are agreed, that 1.5m will sit in EE's accounts earning interest for 1 month before the whole cycle happens again the following month. That is why it almost impossible to get an instant refund to your bank but they give money away like water as a credit on "next months bill"

It's disgraceful, especially when you factor in those folk that don't realise that they have been overcharged (Businesses, Elderly, teens who get the bill payed, careless) Let's say that covers 50% of the 50,000.... that means that 1.5mil will have been collected and only 750k refunded. That happening every month equates to 9m a year profit with an additional 9m having earned interest before being "refunded" to the customer.... Makes me sick just thinking about it!

I think you've hit the nail on the head here.... im going to watchdog with my 16 month long story
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Old September 10th, 2013, 08:06 AM   #12 (permalink)
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Ofcom or one of their ADR's might be a better bet than Watchdog. Although, they'd need you to make an official complaint to Orange in writing before they'd look at it.

http://consumers.ofcom.org.uk/tell-us/telecoms/billing/
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Old February 5th, 2014, 05:40 AM   #13 (permalink)
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Has anyone had any success with this yet? 5 months down the line and Deezer is still using my data allowance.
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Old February 5th, 2014, 05:55 AM   #14 (permalink)
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I don't think the data is free any more, when I upgraded in September, they told me Deezer would eat in to my allowance.
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Old February 7th, 2014, 02:47 PM   #15 (permalink)
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Since October 2013 Swapables were no longer available to new Orange customers :-
Orange Swapables
so I suspect there isn't going to be a solution to the problem apart from the less than satisfactory end of month 'adjustment'.

Although there doesn't appear to be any immediate intention to remove them from existing customers I wonder how long they will survive. I've had Deezer since 2011 and make good use of it and would be sorry to see it go .

I manage to stream the radio and new tracks and do any syncing to my playlists over wifi and then listen to all my synced tracks off line so haven't incurred any mobile data usage, this is primarily because at home, I've never had a reliably good signal.

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Old February 7th, 2014, 02:52 PM   #16 (permalink)
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Yeah, I love it.

I've a 600 track play list synced and sync/swap a few albums here or there over WiFi when needed.

The updates made to the app of late are great and I've discovered a few new decent bands thanks to the radio function.

They've also recently added most of the Oasis back catalogue so I can attempt to relive my teens.

I'd be gutted if they withdrew the service.
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