48months Customer Service - Appalling

[Anon]

Guys I'm trying to generate awareness of 48 customer support..read on...

My Don membership for this month started on the 21st April. I have not used the internet or made any calls or texts since then. By yesterday (24th April) I had no internet left. I thought this was bizzare but I bought two 1GB top-ups yesterday valued at €3 each. Still, no internet. I contacted 48months and Emmett told me that I had used up the 5GB allowance in addition to the new top up that I had got. I told him this was impossible because I bought 2 1GB top-ups in little over a 1/2 hour and not once did I see my allowance bar go up on my profile nor could I access the internet on my phone. I told this to Emmett but I got no reply. I also made a complaint, and got no reply.

I'm currently after spending €26 this month, haven't made (OR BEEN ABLE TO MAKE) a single phone call, send a text message or access the internet. Nobody in 48months has contacted me to say they are looking into the issue, they haven't refunded me my money nor have they made ANY OTHER CONTACT besides telling me that I have used all the data myself. If what they are saying is true, then how can they explain me not being able to make phone calls or send text messages?  There is obviously a technical error somewhere and they aren't showing any willingness to own up and fix it.

Please guys, if you are reading this and thinking of joining 48months, read it again and again. This is exactly how they are treating their customers, you have been warned.

[dalyer]

I don't understand how your data could disappear that quickly - unless you have some (rogue?) app installed that eats data or you were tethering as laptops/tablets etc. can eat data very quickly. I hardly ever put a dent in my Don 5GB each month. 48 support should be able to explain this to you. They do have published response times for first time and follow up queries in case that helps:

How to get help

Whatever about the data issue I don't understand why you cannot make calls or send texts. What happens when you try? Did this ever work? If so when did it stop working? Can you receive calls/texts? If it never worked are you sure that you are connecting to 48 and have data roaming enabled (which is usually required because 48 is a virtual operator on the O2 network)? Do you have any landline minutes left? Can you call a landline?

What does your online account say about your membership status and expiry date?

Not much consolation to you but I have never had these sorts of technical or support problems with 48.

Hope this helps.

[Anon]

Thanks Dalyer, it's good to know that there is help in the community.

I thought about the apps so I switched internet access off on all of them, then I topped up by 1GB data again and watched my profile, but my allowance never got added. Even so, I switched on one or two apps, (safari, etc) and tried to use internet... and nothing. I've been a 48months user for about 5 months and this is the first time this has happened. My membership says I am 'paid' until the 21st May. I've 7 landline minutes left but I can't make a landline call either. When I try to make any call I am getting "Your monthly membership has run out, time to buy a new one." I can however, receive calls and texts.

One thing I forgot to mention, I had to order a new sim card recently and yesteday was the day I put it in. I went through the normal process, (registration, internet settings etc) and I have full signal on my phone so I don't see this as being a problem. But I thought I'd mention it just in case.

[dalyer]

Did things only start going wrong yesterday when you started using the new SIM? I can't see how that would affect your data balance and ability to make calls if you have allowances left but maybe it is significant... Seems very odd if your online account says your membership is paid up until 21st May but when you try to make a landline call it says you have no membership... What happens when you try to make a mobile call or send a text? Do you have a help request open with 48 support? If so you will need to wait for them to get back to you within the stated timeframes (in the link that I posted) as I reckon that only they can explain and fix matters. I know you said that they told you that you used up the data allowance but if you are sure that this is not the case and, in any case, you have othe problems with calls and texts, then tell them and they should be able to have a second look at things. 

Hope this helps.

[Anon]

Cheers Dalyer!

Yes only with the new sim have I had problems. Yeah it's for all types of calls. When I send a text it's coming back as sending failed. I have a request open, guess I'll just have to sweat it out.

Thanks again for you help.

[dalyer]

OK - sounds suspiciously like it might have something to do with the new SIM so...

Make sure you mention this to 48 support in case they have not made the link themselves (assuming it's relevant).

Hope you get it sorted soon.

[marionh]

Hey @Anon 

We’re really sorry that you’ve been having issues. We have escalated it and it is being looked into as a top priority – there seems to be a tech issue with your membership and we didn’t pick up on it when your first contacted us. Our agents have replied to your ticket and I’ll send you a PM also in case you haven’t seen this post. Our agents will be back in touch again as soon as everything is fixed up. Hopefully it won’t be too long.

[Anon]

More Info

my signal is completely gone... cant make any texts or phone calls. some of my friends are having the same issue. Its been down sense yesterday morning

[dalyer]

You should log a support request asking 48 support to look into this for you. Tell them where you and your friends are located. Working fine here in Dublin (1/2/7/8/12) for me anyway.

[Anon]

Do you know how i would do that?