Glitch costing iPhone users dearly

Apple iPhone customers are potentially being overcharged by hundreds - possibly thousands - of dollars because a software bug is leading to excessive data being drained from mobile phones.

And telecommunications companies appear to be cashing in on the glitch, with only one of the major telcos admitting to taking proactive steps to alert customers to the problem.

An Apple spokesman refused to acknowledge there was a problem when questioned by Fairfax Media despite details of the glitch, and how to rectify it, being covered on Apple's website. Online support forums dedicated to data drain among other issues have also attracted more than 250,000 hits on the digital media giant's website.

The iOS 6.0 operating system, released by Apple in September, contained a bug understood to have caused connection problems that led to devices switching to the 3G and 4G network when customers were connected to Wi-Fi.

This meant customers downloading or uploading large data files on their iPhones, believing they were connected to a wireless network, churned through their monthly data allowance. They were then faced with unexpected and expensive excess data fees.

Some customers have reportedly gone through gigabytes of data in days.

In most cases, those who contacted their service provider to investigate the reason for their increasing bills were advised to install the software that Apple subsequently released to address the bug and other glitches associated with the iOS6.0. Customer accounts have subsequently been credited, although all the major telcos this week refused to reveal the total amount they had credited customers due to what is an Apple problem. They also refused to explain why they had not told customers how to avoid being overcharged.

From next September, telcos will be required to alert consumers when they reach 50 per cent, 85 per cent and 100 per cent of their data usage under the Telecommunications Consumer Protections (TCP) Code.

But customers yet to update their iPhone software, or who do not monitor their bills closely, are still prone to the bug.

A spokeswoman for the Telecommunications Industry Ombudsman said multiple complaints had been received from iPhone customers about unexpectedly high bills.

''We have been advised of a possible issue about some iPhone 5 devices roaming from wireless to cellular networks, and that this may cause additional and unexpected data usage by consumers,'' she said.

''Consistent with our normal complaint handling procedures, we refer these consumers to their service provider to give them the chance to resolve the complaint in the first instance.''

A spokeswoman for the Australian Communications Consumer Action Network said the issue was a concern for consumers. ''Providers should be letting their customers know that there are issues with the software as Apple works to rectify the problem,'' she said.

''It's not the providers' fault that the iPhones are behaving strangely and using up the data, but it's the providers' problem when they are passing on unnecessary charges to consumers.''

Telstra spokesman James Howe said while the company had not noticed a significant number of complaints by iPhone customers recently, ''we are happy to work with customers if they think their bill is higher than it should be''.

Optus spokesman Daniel Wong said he was not aware of problems with iOS6.0, but he encouraged customers experiencing billing inconsistencies to contact their provider.

A Vodafone spokeswoman acknowledged the bug had been a problem for customers when the iOS6.0 software was released, but said customers with unusual spending increases were contacted to determine whether it was related to their own phone activity. Customers were encouraged to update their software to rectify the problem and Vodafone agreed not to deduct the cost of the download.

theage.com.au 24 Mar 2013

Apple is in bed with the telcos, something if the peasant worker does is called conflict of interest.

So called 'glitches' are pre programmed code, used deliberately by manufacturers to the benefit of their business partners, the telcos.

So called consumer watchdogs are (deliberately) slow to react on such collusion, to the benefit of their business brethren.

Another fraud at the expense of the commoner.