Blog
5 September 2008
In my last post I described how I’d been ripped off after receiving an unsolicited reverse charge text message. Three weeks have now passed and I’m no longer out of pocket, so I thought I’d let everyone know what exactly happened...
As planned, I called Tanla Mobile’s London office number and spoke to one of their very helpful employees who explained that they were just a service provider and that the message would have actually been sent by a client of theirs. They took my details (including when I received the message and the number from which the message was sent) and said they’d get their client to call me.
Having heard nothing for a couple of days, I called them again. Tanla Mobile had apparently done their bit and told their client – Music HQ Limited (site currently offline) – to call me, but their client told them they hadn’t been able to get hold of me because I’d not answered and had no voicemail (which isn’t true). So I got a number and email address for Music HQ Media (0870 046 6622 / customer.care@musichqmedia.com) and reluctantly called them myself.
After finding out that the girl I was told to call had left the company that week, I explained my problem to another one of Music HQ’s customer care representatives and was told they’d look into it and call me back within 30 to 60 minutes. Two hours later, having heard nothing, I called them back and got the full story of how this happened...
Basically, Music HQ had purchased a list of mobile numbers from a direct marketing company called Discovery Media Direct where I’d apparently subscribed to something and opted in to my number being sold for marketing purposes.
Music HQ had then “accidentally” sent messages to people from this list instead of their subscribers (who had actually opted in to receiving paid messages, unlike me). When I asked them how many people this had affected, they replied saying something like, “It was a hundred or so but most of those have requested refunds now!”
So on this occasion alone, at least 100 people had received the same message as me, Music HQ had illegally taken £1.50 from their mobile phone bill and then done nothing to try and refund this amount unless the victim of the theft requested it. And I say ‘on this occasion’ because the links I provided in my last post go back to July and September 2007, which seems to suggest this isn’t the first time this has happened, and it probably won’t be the last!
Anyway, they told me I would receive a refund of £2 (including a 50p “goodwill gesture”) by way of a text message sent to my mobile from the Post Office which I would then need to go and collect from any one of their branches. This should’ve arrived with 1-2 working days. So after 3 days, I emailed them and they increased the refund to £3 and I got the message the day after, one week later than originally intended. (As an aside, the Post Office staff were completely puzzled by the message when I showed it to them and they had to call a helpline to figure out how to issue my with the £3!)
Tanla Mobile say that for them to ban Music HQ, even though they’ve admitted to (allegedly accidentally but nevertheless) fraudulently taking money from me, they would need ‘lots’ of complaints to be made to PhonepayPlus who operate on a volume basis before taking action against any company.
In the process of all this, Tanla Mobile has now blocked my number from all their services at my request and Music HQ has requested my number to be removed and blocked from all their services and also from Discovery Media Direct. At least this should never happen to me again, but we’ll see...
Labels: mobile, personal, rant
15 August 2008
As you should already know, I recently got an iPhone and switched to O2 for my mobile contract. I got my first online bill two days ago and noticed it was more than I thought it should be. I’d not exceeded my call or text allowance. Nor had I exceeded my unlimited data usage either. Was I being screwed by some kind of Jesus Phone Tax? Thankfully not...
After drilling down through five pages of my online bill for more details, I found the charge was for a “Premium Text” sent by 81404 to my mobile on 25 July 2008 at 22:03:18. For the pleasure of receiving this message, I had been charged £1.277 + VAT (i.e. £1.50). I’ve never signed up for anything using my mobile, so this was completely unsolicited. I vaguely remember receiving this message and just deleting it because I assumed it was good old free-to-receive-spam. It definitely didn’t say I’d been charged for receiving it.
I’ve just called O2 to get a refund and the customer service representative suggested I could have “mistyped a number” or “accidentally pressed some keys” while the phone was in my pocket. (He even told me that he knows how easy it is to do this because he’s done it himself!) I explained that the iPhone doesn’t have any keys and that it would be pretty much impossible to send a text message to 81404 by accident, so he was a bit stumped for ideas and put me on hold.
When he came back, he told me the name of the company who had sent the message and gave me a number for them so that I could ask for a refund and said that there was nothing more he could do because I’d entered into a contract with this other company! I explained again that I’d not requested the message and that my contract was solely with O2, who were taking the money from my bank account. He replied with the call-centre-classic: “I’m sorry you feel that way.” To which I replied that it wasn’t a case of how I was ‘feeling’ and that it was fact. He eventually admitted that I was right about O2 taking the money from my account (albeit on behalf of this other company) but still said there was nothing more he could do.
After getting off the phone, I did a quick search and found I’m not the only one who has been ripped off by this scam. Here are some links to others in the same boat:
After searching PhonepayPlus, the regulators for products and services that are charged to users’ phone bills or pre-pay accounts, for 81404 I know the number belongs to:
Tanla Mobile Ltd
39 Charing Cross Road
London
WC2H 0AR
Tel: 08719 180 999
customercare@tanlamobile.com
The O2 guy told me it was for a service called SineQuiz which I guess they might operate. Both the PhonepayPlus and Tanla Mobile’s offices are closed right now but I’ll definitely be calling them next week – and I’ll be using Tanla Mobile’s London office number (0207 494 5600) rather than calling their 0871-RIP-U-OFF number!
I can’t believe this is allowed to happen. Can you imagine turning up at someone’s house with a letter and charging them £1.50 for it without giving them the option of refusing it altogether? Mobile technology has failed me. It should not be possible to get charged a premium rate for merely receiving a text message.
Update: 5 September 2008 (14:04)
I eventually managed to find out how this happened and actually got a refund. Read more in my next post here: Reverse Charge SMS: Refund Received
Labels: mobile, personal, rant
In my last post about my new shiny gadget, I pretty much pointed out reasons why you wouldn’t want to buy an iPhone 3G. I’ve now had it for just over a month and I’m still loving it. But why?
It’s so easy to take the iPhone for granted. Tasks like browsing the web, sending and receiving emails, writing text messages, taking photos and (this next one is shocking, I know) actually making phone calls are all relatively painless and can be done without having to trawl through various menu options on a tiny keypad or remember shortcut keys. But here are a few small features which have made me realise how much I appreciate all the little things the iPhone does. (Disclaimer: These features may also be available in other handsets but my old Nokia N73 didn’t have them.)
Corrective predictive text
Predictive text on most phones is pretty good. But if you accidentally press the wrong key, your phone is never going to be able to spell that word properly. Thankfully, the iPhone also guesses what you were trying to spell. This is especially useful given that there’s no tactile feedback when pressing the keys, so it’s quite easy to hit the wrong one by mistake.
It’s not perfect by any means but it definitely saves me time when sending text messages.
One number, many contacts, no problem
Back in the old days when mobile phone address books just stored a single phone number against contacts, I used to have separate entries for e.g. ‘Jack’ (mobile), ‘Jill’ (mobile) and then ‘Jack and Jill’ (home). Then when mobiles started to allow multiple details to be stored against each person, I split them out so that Jack and Jill’s home number would be stored against each of their individual entries, meaning I had ‘Jack’ (mobile), ‘Jack’ (home), ‘Jill’ (mobile) and ‘Jill’ (home).
Of course, if someone called me from Jack and Jill’s home number, the phone wouldn’t know which contact it was so it would simply display the number which is completely unhelpful. What does the iPhone do in this situation? It tells me that Jack Spratt or Jill Hill is calling!
Furthermore, if they have the same surname, it just tells me Jack or Jill Hill is calling:
It starts to cheat a bit after that though:
This is such a simple enhancement but it impressed me when I first saw it.
Integration with my Garmin nüvi 610T sat-nav
My Garmin has built-in Bluetooth for hands-free calling. With my N73 hooked up, I had to manually dial the numbers I wanted to call from the sat-nav. Hardly hands-free calling. But with my iPhone, the Garmin can access my entire address book and recently dialled numbers, making it much easier to make calls.
Headphone-related niceties
Using the supplied headphones, you can pause and skip tracks. So if you want to listen to the real world around you or skip an awful album track, you don’t need to dig your iPhone out of your pocket.
If you’ve got music playing and you remove the headphones from the iPhone, your music is automatically paused. This is good because it means you don’t have to wake your iPod and stop it manually, and you don’t risk annoying others around you like you would if your music continued to play through the speakers. On a related note, if you do choose to play the music through the speakers, you’ll see that the iPhone has different volume levels for headphones and speakers. This is such an obvious feature but not all devices do this.
I’m sure there are lots more features I’ve forgotten about too. Whenever I come across one in future, I’ll try to remember to make a note (on my iPhone, natch).
If you’ve got an iPhone, which thoughtful features do you think makes it stand out from other handsets? Or are there any features that are annoying the hell out of you?
Labels: gadgets, iphone, ipod, mobile, personal
21 July 2008
When the iPhone 3G was announced on 9th June, I was immediately convinced that I was going to get one. Then I realised it still had a crap camera, no MMS and would probably cost me an arm and a leg. And then I changed my mind again just last week and ended up queuing outside an O2 store in Sheffield on Friday, eagerly awaiting their 08:02 opening and the launch of the iPhone 3G in the UK. (Queuing was actually pointless as the store quickly ran out of its stock of just ten iPhones, but I was luckily given a tip-off at lunch time and managed to get one from another store.)
Anyway, I’ve now been using the phone for just over a week, so I thought I’d post some of my early and honest observations. I’m likely to go on a bit, so don’t read this on your iPhone because your battery will be dead by the time you’ve finished... ;-)
First impressions
It’s slick, easy to use, has a really smooth user interface, has some great features and, perhaps most importantly, it’s shiny! However, it does lack some features that many other phones have. And I’m not talking about a one billion megapixel camera (because the camera produces really good, sharp pictures), voice calling (who uses that?) or MMS (because I can live with using email instead); I’m talking about different profiles (e.g. silent, sleeping, work, meeting), the ability to delete individual text messages, display how many characters are remaining when sending an SMS to someone and other little things like that – but the innovative features definitely outweigh all these minor annoyances and these are all things that may still (hopefully) be added in future software upgrades.
App problems after first sync
Putting aside all the initial problems of getting my phone line activated with O2 and then activating the handset through iTunes, I was pretty happy with my new phone’s capabilities after playing with the App Store and downloading a few free applications. (If you’re interested: iPint, Alarm Free, Banner Free, BubbleWrap, TapTap Revenge, Facebook, Shazam and Midomi.) The problems came when I synced my iPhone with iTunes for the first time.
I don’t know whether the problem occurred because I had originally activated my iPhone on a different computer, but after syncing with my main desktop PC none of the apps I’d downloaded to my iPhone would work. Each time I clicked one of the icons, it opened the app for a second or two and then immediately closed it down again. After removing them from the iPhone and re-syncing, everything worked fine though.
Contact syncing issues
Given that my old Nokia N73 made a complete mess of my Outlook contacts when I tried to synchroise them, I decided to enter all my contacts into my iPhone manually with the intention of syncing them with either Outlook or my Google Contacts later. Last night, I decided to sync them back to a folder in Outlook (since my Google Contacts are a real mess due to all the times Gmail added people to my contacts just because I’d emailed them a couple of times). Oddly, not all of my contacts were transferred to Outlook. They were literally nowhere to be seen. I deselected the folder in iTunes, removed all my contacts and tried again. This time, iTunes managed to copy all my original contacts from Outlook to my iPhone – despite still not being able to see them all in Outlook!
After much confusion and experimentation with various configurations, I somehow managed to wipe all my contacts from my iPhone apart from the few that I could see in Outlook. So I then tried to sync with Google Contacts just to see what that would do. This was a complete waste of time because it synced all my Google Contacts, including the new “Suggested Contacts” groups which seems to include everyone I’ve ever emailed!
In the end, I decided to export a spreadsheet from Outlook based on my old N73 contacts, clean them up a bit and import them back into Outlook before syncing again. So far, everything looks good but this should have been so much easier! Things weren’t helped by the fact that iTunes has no contacts manager of its own which allows me to select which contacts to import (like it does for tunes and podcasts).
Something else I’ve noticed is that my contacts list can be pretty slow loading at times, although it does seem quicker when accessed through the Phone icon rather than the Contacts icon.
Visual Voicemail setup problems
Since I was porting my old mobile number across to O2, I waited until this had been done before I tried to setup my visual voicemail. After following the on-screen instructions, entering my chosen password and failing to save my greeting several times (the last step in the process would just keep reloading the page) I decided to phone O2 Customer Services. They suggested dialing 1750 to switch on Visual Voicemail (which I’d already done), switching it off and on again by dialing 1760 and then 1750 (which I’d already done) and even suggested a full software restore (which I had done before trying to setup it up for the first time). After being passed through two iPhone specialists, they decided I had a faulty handset and would need to return it. However, before I managed to hang up they suggested that I could dial 901 just to prove to myself that my voicemail was up and running. And guess what. Dialing 901 asked me to choose a password and record a greeting, after which my Visual Voicemail worked fine!
Actually, one further problem was that when I accessed my voicemail and selected a message, my screen was going black. After a few quick tests, it seemed this was due to my screen protector interfering with the proximity sensor. As a quick solution, I got my hole-punch and made three holes in the protector to line up with the light and proximity sensors which means everything now works fine! (And it doesn’t look as bad as it sounds either because you can’t see the holes for the case.)
3G and battery life
When the original iPhone was announced, many UK and European users were puzzled why the handset didn’t have 3G. In an interview with The Wall Street Journal last year, Steve Jobs basically said that they didn’t include 3G because the chipsets were too big and would drain the iPhone’s battery too quickly. I seem to remember people all over the world complaining about this, demanding that Apple should let its users make that decision for themselves. This time around, Apple added 3G and many users are choosing to switch it off to gain more battery life.
My last phone had 3G, and moving from a 3G device to a non-3G device would obviously be a step backwards for me, so I had no intention of buying the original iPhone whatsoever. Of course, the irony is that now I’ve got an iPhone 3G, I’m using it with 3G switched off most of the time in order to save battery life! Generally speaking, I don’t even notice the speed difference though. The websites I use a lot while I’m on the move – like Google Reader, Facebook and FF To Go – have all been optimized to make them fast to download on mobile devices (including the many first generation iPhones without 3G).
The main problem with the iPhone is that it’s such a great mobile device that you want to play with it all the time, and that obviously means the battery isn’t going to last very long!
If I discover anything else about the iPhone which I fancy sharing, I’ll be sure to make a short post about it straight away, instead of making one massive post like this each month, which is what I seem to have been doing recently...
[Image courtesy of Apple.]
Labels: gadgets, google, iphone, ipod, mobile, personal
6 February 2007
Seriously. WTF is going on with the music industry these days? A few years ago I decided to ‘go straight’ and stop copying CDs from my mates and give up downloading music ‘for free’ from the Internet completely. I decided that if I wanted a CD, I would buy it. And I’ve been doing that successfully for quite a few years now. But then the digital age forced itself upon us...
Last year, I bought myself an 8GB iPod nano and ripped all my CDs to it – all of which were originals and legally mine. I actually don’t know whether ripping CDs like that is legal or not, and nor do I care, but it’s not immoral and that’s what counts (your honour).
For one of my Christmas presents, I got an iTunes Music Voucher to buy some tracks that are only available through iTunes. I purchased and downloaded them without any problems but was slightly peeved that I had to “authorise” my computer to play them. I figured that I could probably live with that though and burnt a copy to CD just in case I should ever wish to play the songs I’ve purchased on another player.
And that was my first experience of Digital Rights Management. It wasn’t too bad. I’d heard so many people moaning about it but really didn’t understand what all the fuss was about. It seemed fair enough to me. Until tonight...
When I got my new phone in December, part of my contract gives me £5 worth of free downloads each month. The great thing about the 3 Music Store is that when you purchase and download tracks to your mobile, you can also download them to your PC at no extra cost. That’s good because I don’t want to listen to music on my mobile; I have an iPod for that purpose. The problem? The tracks you download to your PC are DRM-protected WMA files. From the 3 Music Store FAQ:
Is the service compatible with iPod?
No. However, you can transfer your 3MusicPlayer tracks to any mp3 player which supports WMA format. Some third party applications exist for converting WMAs to mp3s but these are not supported or endorsed by 3.
Just to confirm: even though I have just spent ninety-nine British pence sterling on one three-minute long music track (ignore the fact that it was actually free) they’re trying to tell me that I can’t play it on the device of my choice? No problem. I’ll just burn it to a CD and rip it into an unencrypted format so I can play it on my iPod. (Again, I don’t know whether that’s legal but it’s definitely not immoral... is it?)
Anyway, here’s where the music industry, the record companies, Microsoft, 3 and DRM all get together and screw me over. The first time I tried to burn the CD, it failed. I was trying to use some old blank CDs and figured I was trying to burn too fast. So I tried again at a slower speed. Still no luck. So I tried again in my other CD drive. That didn’t work either. Having finally found some better quality CDs, I thought I’d give it one more try with an old disc in the 2nd drive on the slowest speed possible. Surely that would work, right? Nope! Because I’m only allowed to try and burn the tracks to a CD three times!!!
What sort of craziness is that? Even though I legally purchased and downloaded that music, and was only trying to listen to it on my preferred music device, I am now only able to listen to it either through the crappy, tinny stereo speakers on my mobile phone or through my PC speakers. I honestly feel like I’ve been put into a virtual prison for a crime that I didn’t commit!
Tell me, is it really worth trying to play fair by supporting musicians through purchasing their music in this digital age when the record companies are punishing the innocent like this?
Labels: gadgets, ipod, microsoft, mobile, music, personal, rant
18 December 2006
Finally. After around three years of having a crappy old Nokia 6100, I’ve gone and got myself a new phone! And since Orange wouldn’t give me any sort of deal on a handset upgrade, unless I cancelled my contract and started a new one – which would mean me losing my number – I’ve decided to move to the 3 network.
The Nokia N73 is one of their new 3 X-Series handsets, giving me unlimited access to Windows Live Messenger, unlimited Skype to Skype calls, unlimited data transfer, web surfing and mobile mail. Of course, when they say unlimited, they actually mean that it’s limited to fair use, which means some quite reasonable limits are in place. It can also do loads of other fancy shit, like download files from your PC using Orb and let you watch your home TV using a Slingbox.
The phone’s got Yahoo! Go stuff installed all over the place because they’ve got some kind of deal going with 3. Don’t worry though... that doesn’t mean I have to be unfaithful to my Google! I’ve already bookmarked the mobile versions of Google, Gmail and Google Reader. And I’ve also installed the Gmail and Google Maps mobile applications from mobile.google.com rather than mobile.google.co.uk, which only seems to offer Google search if you visit it from your device. I’m just missing Google Talk now. (Anyone know whether or when that is likely to be available?)
To be fair to Yahoo!, I was pleased to see that the phone’s capable of talking to Flickr directly, meaning I can upload the photos that I take with its 3.2 megapixel camera straight to my Flickr account!
Who knows, maybe you’ll see me moblogging (or even movlogging) in 2007!
Labels: gadgets, google, mobile, personal
