I am a hearing person, and I am sharing this story in the hope that it will stop other deaf people unknowingly running up huge bills.
At Christmas my partner’s profoundly deaf mother comes to stay for a few days.
Usually she brings over her laptop so she can chat with her friends in sign on Skype or another video chat programme.
This Christmas, after breakfast I noticed she was using a smart phone to video chat. It did seem easier than using a big cumbersome laptop. Then I wondered how she was accessing the internet.
On a previous visit I had set up her laptop to log onto our home wifi automatically but the phone was fairly new.
I asked to have a look and logged her phone onto the house wifi.
Then I wondered what tariff her phone was on and if she realised the amount of mobile data she’d used, and more importantly the possible cost of all those Facebook shared cat videos she had been watching earlier.
I mentioned this to my partner and we asked how much the phone contract was. Even my own poor signing understood the amount: £17.50.
At £17.50 a month I guessed the data allowance must be quite small and together we checked her latest bill online.
The latest bill was around £113 rather than the £17.50 she expected.
The data allowance included in the contract was a miserable 100mB and when she went over that each video chat or video seemed be costing a whopping £6 or more.
We tried to explain to her that using internet video on her phone could be very expensive if she wasn’t at home connected via her home broadband or using ours.
She didn’t entirely understand, its hard explaining mobile data charges to someone in their 70’s when our sign language is limited.
She did understand the cost, of £113 however, and we convinced her to use her laptop for videochat in future.
Later my partner noticed she seemed to be video chatting again, but she signed it was ‘g’ and ‘free.’
This turned out to be an app called Glide in which she seemed to be recording a video message to send to her friends.
No matter how I tried I couldn’t get through that even though the message wasn’t in real time it would still cost a lot to send and receive messages via the app unless again she was connecting via her own or our home broadband.
Later I saw her perplexed face as she tried to make sense of the bill we had printed out for her.
Not too surprisingly she had not used any of the 100 minutes talk time.
She had used only 36 of the unlimited texts.
And nearly 3GB or 3000MB of data!
This data usage was documented as a long list of dates and megabytes and £s totalling £71.50
What confused her was the description.
For each text there was an associated number of a friend she had texted.
For data, each day it was used, the bill just says a generic title, and £6.50. (There were quite a few £6.50s listed)
I realise she didn’t believe me as nowhere did it say ‘glide’ , ‘skype’, ‘facebook’,or ‘funny cat video’ next to the £6.50s to make the connection.
The phone company bill also listed two itemized phone bills rather than one.
Turns out that she is also paying a monthly contact fee for previous phone that she no longer uses.
I asked if she still needed the second phone and she retrieved it from her bag and said no it was finished. I understood why she didn’t use it as the screen was so small I couldn’t read it.
Unfortunately it was still in contract when she had gone to the shop to change it and she had been sold another one.
So now she has two phones at £17.50 a month, one she doesn’t use, and the other on the wrong tariff.
We managed to add 2GB month of extra data to her tariff at an added cost of £3 month which seemed like damage limitation for the moment, it wouldn’t cover the 3GB she had used this month but would hopefully reduce the cost by two thirds.
In a couple of weeks we hope to visit my partners mum (who lives some way off ) and visit her local Vodafone shop together so we can try and translate and get the old phone contract cancelled and a better contract (more data and less or zero calls) or PAYG for the newer phone she uses.
I am writing this in sheer frustration.
I totally understand why she has given up texting her friends in favour of signing on video chat which is far more appealing to her.
Unfortunately its very hard to explain to her the huge charges mobile phone operators can charge for using data on fancy smartphones.
Also, seeing an app that advertises itself as free is misleading if it is for video chat.
I would love someone to be able to make a short signed video to explain the problem to people like my partners mum in a way that we couldn’t.
Most of all I would hope that in future, phone companies could offer a deaf tariff which included a large data allowance, and texts at a discounted rate.
Roger Shaw describes himself as “a guy whose partner’s mother is deaf and has attended a few deaf events, and have failed to learn sign language (I apologise.)”
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Andrew
January 14, 2016
If you go Three shop, they sell sim card, eat all data much as you can for £17.50 no limit!
Editor
January 14, 2016
I’ve just signed up for that plan Andrew! So I don’t have to worry about my own data usage
Chrissy
January 14, 2016
3G provide a monthly rolling contract where I pay £18 and everything is included! Well except for picture texts (watch out the emoticons are rated as picture texts and are charged for) and some of the 0845 numbers. But if you phone your phone company they will put a block on those numbers and the picture texts.
Roger Shaw
January 14, 2016
Thanks 3G seemed like the answer until i checked coverage and it isnt available where she lives, a few miles outside a small town.
Peter
January 14, 2016
Reminds me of the deaf couple I used to know, he worked in a factory and also taught sign language. When he started work he was paid cash weekly, by the late eighties he was paid directly to his bank. Using a cheque book enabled them to control spending,but then came bank cards which allowed them to pay by card and draw money from ATM as required. So what’s the problem? She saw ATM’s with signs saying “FREE CASH WITHDRAWALS” and took it at face value…..
Tim
January 14, 2016
Just because somebody signs or agrees to a contract doesn’t mean that the agreement is binding. For example, there may be no genuine ‘meeting of the minds’ or other requirement.
If it were me, I would definitely rake legal advice from trading standards or the CAB rather than continue to pay for phones that are inappropriate or not in use.
Tarnia
January 15, 2016
I’ve got a problem with Vodafone; a relative went in to reduce her contract to pay as you go, they gave her a new sim and number and told her to cancel the direct debit…two months later she is receiving threatening letters because the staff did not cancel the contract! According to customer service she should have telephoned them to cancel it herself and can’t figure out why this is a problem! I now have to go to the shop with her so they will admit wrong doing before they will cancel the payments and close the account.
Roger
January 18, 2016
Hi Tarnia. Tomorrow we are off to Vodafone shop with partners mum to try and sort things out. Been on the phone to ofcom and thinking about putting in a complaint about miss selling. Not looking forward to it and it seems so unnecessary when I could have just emailed someone instead of having to travel over there and back on my day off work. It is odd that a communication company is so hard to talk to
Tarnia
January 19, 2016
I had exactly the same thought…it’s obvious they treat Deaf people differently, after all I’ve never had to cancel my own contract when I’ve downgraded from contract to pay as you go, they’ve always done that for me. I hope they sort yours out quickly!
Roger
January 22, 2016
Fingers crossed the problem is partly solved now but it took a whole day, two visits to vodafone shop and some heated phone calls.
The people in the shop on the first visit listened to the problem and told us that while the oldest contract could be cancelled the newer one runs for another year. The easiest solution would be to up the data allowance on that phone to stop the excess charges.
Unfortunately the said they cant cancel contracts in the shop it has to be done by phone.
Partners exasperation visable at this point as he explains his mother (who is with us) is deaf and cannot speak and therefore cannot phone to cancel. Also vodafone online help chat person had said contract could be cancelled in shop after he had asked to speak to my parners mum on phone and we expained yet again she cant speak or hear….
One member of the vodafone shop staff was very helpful and said we could set up a password for my partner so he could act on her behalf when ringing up to cancel.
My partner signed all this to his mum and we left.
Everything had seemed much easier than i expected.
We all went for a nice meal in a pub then took his mum home and phoned the number we had been given to cancel the contract.
on hold for ages and ages then……
The person on the other end asked for a couple of digits of the password for security.
Then said they were incorrect.
(they weren’t, i was there when my partner told the staff member and we wrote them on the bill printout we had taked with us0
tried a couple more times and then the person on the end of the line rudely told us we were wrong and had exceeded out attempts and hung up.
So back to vodafone shop and tried to keep calm
waited patiently and quietly for someone to talk to,
explained problem and staff member seemed confused.
I asked if there was any other way to cancel the contract, by letter maybe?
She said they used to do that…..
email?
My partner was about to explode so I suggested we call the cancellation number from the shop.
So we did.
Another long wait on hold and then……
someone answered and we had same problem.
This time however my partner wasnt having any of it, he told the person on the other end of the line that we were back in the same shop where that very morning they had set up a PIN which he now said wasnt correctquietly asked the young assistant in the hop if she could speak to her colleague on the phone (she declined)
Then the member of staff who had set up the PIN reappeared from the back and my partner asked her to talk to her colleague on the phone.
She did this and even she seemed annoyed by the person on the end of the line.
Explaining that she had set up a PIN with my partners mother present.
She furiously typed some notes on the computer, had a few more abrupt words on the phone and hung up.
She explained that the contract would be finished in 30 days.
We thanked her for her help and left.
I am still annoyed that this company seems to make it easy to create a contract but very difficult to end one if you are unable to talk to them on the phone.
Are other mobile phone companies equally unhelpful to deaf customers?