AX53
Level 1: Cadet

NRL Live App streaming of Rugby League CAS open mens championship is billing my usage plan

Can someone pls investigate, I have very little data left on my plan now and would like it reinstated

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Support Team
Support Team

Re: NRL Live App streaming of Rugby League CAS open mens championship is billing my usage plan

Hello @AX53,

 

Sorry to see there have been some issues with data charges.

 

For me to investigate, there are a few things I need to know.

 

Are you eligible for a Free Live Pass as a Telstra Mobile customer?

Have you redeemed your free Live Pass?

 

How are you checking your data usage?

Only Telstra's 24x7 App takes into account that the data used is 

unmetered.

 

All other methods of measuring data use will combine this unmetered usage 

with all of your metered usage.

 

The NRL App streams data for free to Telstra customers, but a small amount can

be used for anything else like articles and updates, how much data has it used?

 

If you wish to discuss your options regarding your concerns about going over your data allowance,

please contact billing on 13 22 00, Crowd Support is not able to reinstate your data.

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AX53
Level 1: Cadet

Re: NRL Live App streaming of Rugby League CAS open mens championship is billing my usage plan

hi,  yes I'm eligible telstra customer, have redeemed live pass, have been using the app for 18 months and have streamed live with no billing problems.

 

Data usage is being checked by 24x7 app, and when I've streamed previous billing cycles it shows up in unmetered data, however the last few days the streaming data is now showing as metered data....it's easy to identify as 24x7 app is not showing unmetered data for the current billing cycle..  I estimate I've burned trough about 10G in this billing cycle attributable to watching NRL games.

 

Have spoken with billing and they can't fix the problem with incorrect metering of the NRL live app, spoke with technology support as well and they direct me to billing...so now I have a problem with data usage and expected to pay for extra data which is normally free and end of billing cycle and try get credit on excess usage...,this isn't fixing the actual problem

 

Highlighted
Support Team
Support Team

Re: NRL Live App streaming of Rugby League CAS open mens championship is billing my usage plan

Hello @AX53,

 

Thanks for confirming you are checking via the 24x7 App.

 

Do you have a VPN installed on your device?

Is your APN set to Telstra.wap?

What device are you using to access?

What version of iOS/Android is it running?

have you tried uninstalling and reinstalling the NRL App?

 

All support for the NRL App is here on Crowd Support, I advised to contact

the billing department to discuss your options regarding data, as you had little data left.

 

If you do not have a VPN, APN is set correctly, have reinstalled the NRL App and

are using a supported device, I will grab some further details for us to escalate.

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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