Billing/Account Setup Problem
I checked my minutes yesterday by dialing #646, and I was struck by the large amount of out-of-network peak minutes that I had used only being half way through my billing cycle (I have never gone over my minutes in the past 2 years), so I called VZW to check and make sure that there wasn't an error billing me for airtime for data usage (I have the V-Cast VPak).
The guy I spoke with told me that he cannot check to make sure of anything that is current until the statement closes at the end of the month. So I decided to do my own test....
I purposely did not make any out of network phone calls last night after 9PM. The only thing I did with my phone after 9 was go on the VZW wireless web and go into Get It Now. Due to me having V-Cast,...
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The guy I spoke with told me that he cannot check to make sure of anything that is current until the statement closes at the end of the month. So I decided to do my own test....
I purposely did not make any out of network phone calls last night after 9PM. The only thing I did with my phone after 9 was go on the VZW wireless web and go into Get It Now. Due to me having V-Cast,...
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SForsyth01 said:...
I checked my minutes yesterday by dialing #646, and I was struck by the large amount of out-of-network peak minutes that I had used only being half way through my billing cycle (I have never gone over my minutes in the past 2 years), so I called VZW to check and make sure that there wasn't an error billing me for airtime for data usage (I have the V-Cast VPak).
The guy I spoke with told me that he cannot check to make sure of anything that is current until the statement closes at the end of the month. So I decided to do my own test....
I purposely did not make any out of network phone calls last night after 9PM. The only thing I did with my phone after 9 was go on the VZW wireless web and go into
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Shawn,
Call back into customer service!! They can look at your usage that is current. Don't let them kid you. Keep calling until someone gives you what you want.
Call back into customer service!! They can look at your usage that is current. Don't let them kid you. Keep calling until someone gives you what you want.
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If you have the vpak on there then you are correct, there is no airtime use on GIN apps (surfing as well) or web. What state is your account based out of? Something is not setup correctly
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TommyBoy said:
If you have the vpak on there then you are correct, there is no airtime use on GIN apps (surfing as well) or web. What state is your account based out of? Something is not setup correctly
My account is based out of the Pittsburgh, PA market.
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brentgodwin said:
Shawn,
Call back into customer service!! They can look at your usage that is current. Don't let them kid you. Keep calling until someone gives you what you want.
OK, thank you. I thought they could. How do you suggest I approach this with them, as when I hinted at me knowing that they could look up current usage, the CSR got really upset with me.
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Just keep hounding them. Like I said if the first doesn't help then try again or ask for a supervisor. Have you tried to see what your usage in the past has been? I assume that you have looked at your detailed billing before on the vzw website or are getting it in the mail. I had the service a couple of years ago and went on a trip north and found out that a number (attached to a tower 😳 )that wasn't even in my area was calling my phone at random and actually using my airtime without me actually connecting to the call and not having any voice mails! Keep on it.
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Shawn,
Any rep can look up your most current minute usage. I can do a total bill lookup from anyone in my area via my e*roes system. It might lag a little behind real usage (read like 6-12 hours) but I can lookup your usage. Hell I can even look up multimedia messaging and data (kilobyte) usage!
The VCAST package definately does not use any minutes when on the web.
Get-It-Now is not a part of the web service NOR does it tie into the VCAST. If you use GIN, it will still take up your minutes. For example I do not have the web access on my phone. I can still get into GIN and it uses up my minutes.
Any rep can look up your most current minute usage. I can do a total bill lookup from anyone in my area via my e*roes system. It might lag a little behind real usage (read like 6-12 hours) but I can lookup your usage. Hell I can even look up multimedia messaging and data (kilobyte) usage!
The VCAST package definately does not use any minutes when on the web.
Get-It-Now is not a part of the web service NOR does it tie into the VCAST. If you use GIN, it will still take up your minutes. For example I do not have the web access on my phone. I can still get into GIN and it uses up my minutes.
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I thought VCAST included the airtime for Get-It-Now apps along with airtime for pix/video messaging...
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I'm looking at the V-cast brochures that we have in our store, and for the $15 V-cast pack the following are included;
1. Unlimited basic video clips
2. Monthly Access to mobile web 2.0
3. Unlimited airtime, for both GIT and MW
4. Unlimited e-mail
1. Unlimited basic video clips
2. Monthly Access to mobile web 2.0
3. Unlimited airtime, for both GIT and MW
4. Unlimited e-mail
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diamondboys said:
I'm looking at the V-cast brochures that we have in our store, and for the $15 V-cast pack the following are included;
1. Unlimited basic video clips
2. Monthly Access to mobile web 2.0
3. Unlimited airtime, for both GIT and MW
4. Unlimited e-mail
Ok, based on all of this....is there anyone at all that can simply look and tell me why my out-of-network minute usage is going up when I am doing nothing out-of-network other than going on mobile web or GIN?
Everyone I call gives me a different story and does nothing about it other than gives me bonus minutes -- which I am not complaining about, but I would rather figure out what the problem is.
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As a csr rep for verizon, PLEASE be nice and respectful when you call in. I resent the previous responses you had that told you to keep hounding customer service. Also, we are NOT allowed to give out current call usage, we must wait until a bill generates, and a supervisor would tell a customer the same info. Do you have just the vcast pack or is it also tied w/ the unlimited in txt/pic msging? If it is just the vcast feat, ask if the 1x feature is on there cause it should not be if there are any data features added, such as the vcast! Hope this helps some.
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scoobyfan said:
As a csr rep for verizon, PLEASE be nice and respectful when you call in. I resent the previous responses you had that told you to keep hounding customer service. Also, we are NOT allowed to give out current call usage, we must wait until a bill generates, and a supervisor would tell a customer the same info. Do you have just the vcast pack or is it also tied w/ the unlimited in txt/pic msging? If it is just the vcast feat, ask if the 1x feature is on there cause it should not be if there are any data features added, such as the vcast! Hope this helps some.
I am honestly never anything but nice and respectful when I call in. I understand that there is only so much people can do. But w...
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GWFOX said:
Shawn,
Any rep can look up your most current minute usage. I can do a total bill lookup from anyone in my area via my e*roes system. It might lag a little behind real usage (read like 6-12 hours) but I can lookup your usage. Hell I can even look up multimedia messaging and data (kilobyte) usage!
The VCAST package definately does not use any minutes when on the web.
Get-It-Now is not a part of the web service NOR does it tie into the VCAST. If you use GIN, it will still take up your minutes. For example I do not have the web access on my phone. I can still get into GIN and it uses up my minutes.
Yes, but according to the V-Cast brochure, if I have the $15.00 V Pack, there should be no a...
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Yes, I looked it up and VCAST gives you the airtime for data features such as mobile web, pix/flix messaging, GIN apps. But you must have the 15.00 feature. Just having a VCAST phone doesn't give you all those things. If you have VCAST for the 15.00 and you are being charged airtime, definitely contact customer care.
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crazyeaglefan236 said:
Yes, I looked it up and VCAST gives you the airtime for data features such as mobile web, pix/flix messaging, GIN apps. But you must have the 15.00 feature. Just having a VCAST phone doesn't give you all those things. If you have VCAST for the 15.00 and you are being charged airtime, definitely contact customer care.
I do pay the $15.00 per month for the V-Cast service.
I just got off of the phone with Verizon and this is what Tech Support told the CSR I was on the phone with: "The V-Pack gives you access to the video clips at no charge for most clips, but you are still billed minutes for your actual viewing of the clips."
Now isn't this wonderful....it conflicts with EVE...
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That is false. Very false. Once the clips are downloaded, you aren't using anything to view them. I would talk to someone else.
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VCast/GIN/MW will NOT use your minutes (provided you have the $15.00 package), but when you check your minutes it MAY show those minutes being used. Our system can be a little slow in backing those minutes out. This would explain why when you didn't really use the minutes it still shows up. If it poses a problem when you get your bill look at the detail online and if you were billed for the data usage CC should remove it for you.
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From what you have said I would determine you either don't have the actual VPack feature, or you are seeing minutes come in from the extended network. By law a carrier has 90 days to report useage but it's usually more like 4-10 days. They wouldn't want to wait 90 days because they get paid for the minutes, they report it as quick as possible to get the money.
If checking MyAccount doesn't show you subscribed to the V-Cast VPack feature, call and make sure it's on there. MyAccount doesn't always show your current plan as it only updates once a month from what I've seen.
I'm 98% sure it's either extended network, or no VPack.
If checking MyAccount doesn't show you subscribed to the V-Cast VPack feature, call and make sure it's on there. MyAccount doesn't always show your current plan as it only updates once a month from what I've seen.
I'm 98% sure it's either extended network, or no VPack.
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Vatothe0 said:
From what you have said I would determine you either don't have the actual VPack feature, or you are seeing minutes come in from the extended network. By law a carrier has 90 days to report useage but it's usually more like 4-10 days. They wouldn't want to wait 90 days because they get paid for the minutes, they report it as quick as possible to get the money.
If checking MyAccount doesn't show you subscribed to the V-Cast VPack feature, call and make sure it's on there. MyAccount doesn't always show your current plan as it only updates once a month from what I've seen.
I'm 98% sure it's either extended network, or no VPack.
I do have the V-Pak....and there is nowhere in the Pittsburg...
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So I was just talking to tech support about this and they told me that even if you have the V-Pack, you are still billed airtime for the minutes you are actually watching the videos.
Is there anyone that can figure out what is going on????
Is there anyone that can figure out what is going on????
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Q. Do I use voice minutes when I'm using the application or watching a clip?
A. No. When you are using Video Clips you do not incur airtime charges during usage.
http://getitnow.vzwshop.com/vcast.video.faq.do#4 »
hope this helps! 🙂
And what another person said on here is true. Yes CS can see unbilled info (current usage) but we aren't allowed to disclose it to customers or admit that we can see it. The charges have to appear on a bill to be credited anyway, so really it's pointless to get into the argument of whether or not CS can see unbilled information. Because even though we can see them, we aren't supposed to adjust them until they've been billed anyway.
🙂
A. No. When you are using Video Clips you do not incur airtime charges during usage.
http://getitnow.vzwshop.com/vcast.video.faq.do#4 »
hope this helps! 🙂
And what another person said on here is true. Yes CS can see unbilled info (current usage) but we aren't allowed to disclose it to customers or admit that we can see it. The charges have to appear on a bill to be credited anyway, so really it's pointless to get into the argument of whether or not CS can see unbilled information. Because even though we can see them, we aren't supposed to adjust them until they've been billed anyway.
🙂
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