Re: I Phone 5 BOGUS DATA OVERAGES
jrigdon112
Enthusiast - Level 2

I haven't had any contact with the rep... but I probably should... we are at 1gb already for 5 days...

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Re: I Phone 5 BOGUS DATA OVERAGES
sunshinegirlie
Enthusiast - Level 3

Hi Michelle,

Although it seems that there is indeed an official rep in the forum, that person has not claimed responsibility for actually working for Verizon.

I actually called Verizon today, to learn that we are now over 6 GB's with 5 days left in the cycle and I am not increasing my data from the 4 GB (which is my plan) because I have repeatedly been told by Verizon reps that my bill will "automatically credit" at the end of the cycle for the overages. I do not trust this, so I have called in a few times to document that I am aware that I am over, and the reason that I am not increasing GB's.

My fear is that when my bill cuts, the "AUTOMATIC CREDIT" will not be so automatic and I will be charged $15 per GB as oppossed to $10 per GB and I will have to spend yet another 2 hours explaining what is happening and getting my $30 statement credit for the 3rd straight month. I am so disgusted, at this point I am ready to pay my out of contract fees and leave. I was also told by the rep today that he knew nothing of what I was speaking of. I had to inform him that Verizon has set up an entire Tech Support Team specifically to deal with the I Phone 5 data problem. I offered to give him the special telephone number to this team, if he was interested. ***sigh***

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Re: I Phone 5 BOGUS DATA OVERAGES
Dani7
Enthusiast - Level 2

Yes contact them.  If the research I've done is all accurate, it's a problem that won't likely stop before you go over and get charged!  Verizon credited me last month and said they will this month again.  I also heard today from a VZW rep that when the iPhone 5 goes into sleep mode, it disables the wifi??  No one knows why, just that it's another bug, but that basically means all of the updates and such that are done at night are using your data even when you think it's connected to a wifi.

Apple is also aware of the problem, but doesn't have a solution... as sad and frustrated as that is!  Hopefully this will help you understand or at least give you ammunition before you call in.  I had to call in 5-6 times in the last 2 months before I finally got a Rep that would listen and do something rather than tell me it was just me and to use less data!  And that was just last night!

https://discussions.apple.com/thread/4347104

This article explains it a bit more, but the "solution" doesn't actually solve the problem they realized AFTER publishing this as a solution.

http://www.huffingtonpost.com/2012/10/01/iphone-5-data-apple-verizon-fix-bug-overages_n_1930180.html

Apple might not be done apologizing just yet.

Just days after issuing a mea culpa for the lackluster quality of its Maps application for iOS 6, Apple is again acknowledging a problem with its new iPhone: This time, it's a bug that's causing Verizon customers to go through huge amounts of cellular data even though they are connected to a Wi-Fi network...

Good luck!

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Re: I Phone 5 BOGUS DATA OVERAGES
tikibar1
Community Leader
Community Leader

sunshinegirlie wrote:

Although it seems that there is indeed an official rep in the forum, that person has not claimed responsibility for actually working for Verizon.

This is a customer-to-customer forum.  Verizon reps occasionally do pop in from time to time, but usually after giving customers a chance to respond.  Verizon reps are clearly identified by their rank and avatar, and usually have a signature at the end of their posts stating that they are Verizon employees (most Verizon employees have _VZW at the end of their username).

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Re: I Phone 5 BOGUS DATA OVERAGES
sunshinegirlie
Enthusiast - Level 3

Thank you for attaching the link to the Apple forum. It is useful to see the 200+ people in a single thread STILL having this problem after not one but TWO carrier updates. I stated in my original posting that the "fix DOESN'T WORK" and that seemed to have fallen on deaf ears, both in this thread as well as with Verizon and Apple employees. I honestly do not think that everyone in both companies are this clueless. They have to be coached on what to say and given there is no solution (which my aggressive tone has gotten employees from both companies to admit)...I think they are just being told what they are being coached to tell the customers. Sad. For anyone that says to "just call in"..doesn't understand the point that customers should not HAVE to take all of this time (away from our families/our work/our leisure time) to straighten this out! Verizon NEEDS TO provide UNLIMITED DATA TO ALL CUSTOMERS EFFECTED UNTIL THEY FIND A FIX! THAT is the only acceptable solution! Oh, there will be class action lawsuits. I may have been credited my measly statement credits-but so far, nobody has credited me for my time! Funny, I was out of town on a National Leadership Conference last week and we were asked to provide an example of a company that comes to mind that displays excellent customer service (and how many people we have told. Melting Pot was my example). We were also asked to provide an example of a company that has displayed POOR/substandard customer service and Verizon was my example. I have honestly probably told thousands of people about this experience in the last 2 months, not including the 500 in the room that day!

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Re: I Phone 5 BOGUS DATA OVERAGES
commonsense101
Specialist - Level 2

I like how you guys are mad at the wrong people.

apple's over there  -------->

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Re: I Phone 5 BOGUS DATA OVERAGES
Dani7
Enthusiast - Level 2

Actually, they don't really know where the "blame" lies ... with Apple, Verizon or both - which was stated one way or another with reps from both companies that I spoke to today.  It's hard to say for the simple fact that this excess data issue and data calculating even while connected to an operable wifi only affects the Verizon iPhones, but it's also only affecting those running the updated ios6 software... 

Just thought I'd clear that up - the anger toward both companies is more than warranted!  If you've dealt with this for the past 2 months to speak to rep after rep that doesn't know the problem exists, knows but can't help, gives you ridiculous 'fixes' that you've already done repeatedly, and more - at BOTH companies - you'd understand why we're "mad" at both companies, and justifiably so!

Re: I Phone 5 BOGUS DATA OVERAGES
Dani7
Enthusiast - Level 2

TOTALLY agree!!!  I wish I could bill both companies for the numerous hours I've spent on the phone with their "customer service"  reps (using that term rather loosely here), having to track my own data for proof, and the research I've had to do just to prove this problem isn't just me and that I'm not crazy.

I know their 'fixes' don't work - upgraded my phone and the software on both of the iPhones in our household in October.  We were told we'd only used more than 4gb's once (have had the account for 15 years), but to be safe we went with the 6gb plan.  16 days later, the dreaded text messages started that we were at 50% of our data ... 3 gb's in 2 weeks when we'd only exceeded that once in the past???  Rep after Rep after Rep couldn't provide ANY info at that time - we were using our phones too much, we needed to turn cellular data off, we needed to not stream video, pictures, etc - you know all the things we paid for our our smartphones to be able to do!  Obviously I'm highly irritated and could go on and on about this forever, but I'll spare everyone.  All of that to say, I feel your pain, I empathize with everyone going thru this crap and that I thought your class action lawsuit comment really hit home - I actually said that to the Apple Rep today and posted it in a comment on their Feedback page.  class actions against both companies I can definitely see in the future!

Re: I Phone 5 BOGUS DATA OVERAGES
sunshinegirlie
Enthusiast - Level 3

Considering BOTH Verizon and Apple issued a JOINT press release, claiming responsibility JOINTLY, I would say it is BOTH of their responsibility. At lease Apple is offering replacement phones if the "fixes" don't work...SOMETHING to appease their customers. Once again, Verizon should be offering UNLIMITED DATA to those effected until there is a fix that works.

http://money.cnn.com/2012/10/01/technology/iphone-5-data-overage/index.html

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Re: I Phone 5 BOGUS DATA OVERAGES
jondal
Contributor - Level 1

Verizon won't do that because if they did they would lose money that's what Vzw is All about.. For example the time zone issue went on for me for like 2 months and all Vzw offered was a 30.00 credit so ya all Vzw cares about is money after money after money sorry for your problem tho