Should Apple pay for iOS data usage issues?

The iPhone 5 was released to the usual Apple fanfare and the cries of superior and innovation from the rabid fans. But the release hasn’t been without its negativities, the most of which surround iOS Maps, with Apple admitting it’s been a failure thus far.

It had been reported that iOS 6 on the iPhone 5 was using more data than normal for Verizon users, even if the they had connected the handset to a Wi-Fi network, but Apple have since fixed the issue for those affected. But the question remains, who is going to pick up the cheque?

With Australian iPhone users still affected (not just iPhone 5 users either), many of them are looking to Apple’s support pages, their providers own forums and broadband forum Whirlpool for any help in stopping the charges against them. One user said they used 5GB in a week and received a bill from Telstra for AU$1,300. A Vodafone user reported 20GB of usage and a bill of AU$6,000.

Telstra, Optus and Vodafone are all aware of the issues and are monitoring the situation, doing their own in house investigations into the issues. Turning off the mobile data while connected to a Wi-Fi network is and easy workaround, but that’s not something that anyone should have to do every time. Updates are expected, from the carriers, to fix the issue.

So, again, who is going to pick up the cheque? The customer shouldn’t as they were under the impression they were doing the right thing; utilising a Wi-Fi network to keep data usage on the mobile network low. It’s also not the services providers fault, they just provide the data to the handset, and not how the handset handles the data coming in. So that leaves Apple.

To put it simply, Apple are at fault here. But does anyone think they will accept responsibility for the issue and offer compensation to the affected users? Of course not and they will argue that they shouldn’t have to, but who knows what their line will be in explaining this one away!

At the moment, it looks like the service providers are working with their customers to work out any data usage billing problems, with one Optus user saying that their data charges have been waived as a result of the issue.

Your move Apple.

Source: ZDNet | Image courtesy of AppAdvice

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26 Comments

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Providers will waive it, and Apple will pay them back without the providers saying a peep to protect Apple's image.

The way I see it is if Apple released the phone with a known bug and told no one then it's their problem to cough up and cover the bills ..... BUT if the bug was known about and widely publicized and users still chose to go ahead and use the data munching app then it's users pays ...

It would be interesting to know if Ausie telco's knew of the problem and failed to push out the update to their iPhone user base just to make money out of it

Is this specifically just iPhone 5 users? Apple and the carriers should come to an agreement and let the customers who are affected by this bug not pay.

On my 2 days, my Verizon iPhone used 400 MBs over cellular when it should have used this on WiFi, however, the dutches at Verizon were only prapared to refund/compensate for 300 MB of usage.

In any other industry, manufacturers are liable for costs incurred by faulty products. Why should Apple be any different? Make them pay,.

Provider should dismiss the charges. They sold the phones, they cant pass the buck to Apple.

Networks overcharge for data anyway, so it likely cost them next to nothing for that "$1,300 worth" of data.

How could people use so much data already, iOS6 hasn't been out long enough to generate bills that large, and have them arrive to the customers.

I'm maybe being dumb...but surely the customer was connected by wifi...so really no data actually just transferred over mobile and therefore it's just a reporting issue?

Or did it actually say you're on wifi but then transfer the data over mobile anyway? If so then Apple will be paying up.

technikal said,
I'm maybe being dumb...but surely the customer was connected by wifi...so really no data actually just transferred over mobile and therefore it's just a reporting issue?

Or did it actually say you're on wifi but then transfer the data over mobile anyway? If so then Apple will be paying up.


Whatever iOS was doing, it was connected by both 3G and Wi-Fi, but using the 3G connection for all the data. Kind of a major bug.
Like my article did you?

The providers cleared the devices to be used on their network. Period.

Does that let Apple off the hook? No, most likely not. But the providers are not free and clear either. Its both their faults.

necrosis said,
The providers cleared the devices to be used on their network. Period.

Does that let Apple off the hook? No, most likely not. But the providers are not free and clear either. Its both their faults.

Exactly, it isn't like they can point a finger at the iPhone and say "not our fault" when they are the ones selling the device. Those charges should be waved.

Apple will pay. This is Australia. Apple will not want to be dragged back into court by the ACCC for another humiliating loss for screwing the Aussies again.

Common sense would be if the phone was bought through the same Carrier that the high charges occurred, the buck stops with the carrier (and then it is up to the Carrier to chase Apple if they wish to but they probably would wipe the charge and not bother), and if the customer bought the phone from another carrier, Apple directly or another 3rd party, then the buck goes directly to Apple.

rrright. That's what i'm doing - do not update iPad on iOS6. Let's wait until SP1 and see, how it works.

cybertimber2008 said,
People probably won't upgrade to the newest major release so quickly next time.
"1 Million iOS users upgrade to iOS6 in x hours/days"

Don't upgrade so quick? You know that some devices come out of the box with the newest software *already* on them, right?

cpu said,
rrright. That's what i'm doing - do not update iPad on iOS6. Let's wait until SP1 and see, how it works.

I get it! Because Windows amiright!?

The providers shouldn't have to waive any of the data charges. What should be done is to send a giant bill to Apple. Their bug, their mess, their pocket.

nesl247 said,
The providers shouldn't have to waive any of the data charges. What should be done is to send a giant bill to Apple. Their bug, their mess, their pocket.
What giant bill? It costs less than a few cents per customer per month. The providers are just overcharging.

nesl247 said,
The providers shouldn't have to waive any of the data charges. What should be done is to send a giant bill to Apple. Their bug, their mess, their pocket.


couldn't of said it better

nesl247 said,
The providers shouldn't have to waive any of the data charges. What should be done is to send a giant bill to Apple. Their bug, their mess, their pocket.

The providers shouldn't be charging that much for data, period. Especially on LTE/4G. Mobile data all together is a huge scam. Carriers are out of their mind thinking that 2GB is worth $30 a month. That's absolutely insane... Which is why I will never buy a subsidized phone and fall to verizon's bull**** "charge families more for less" plan.

I could go on a rant for days about the carriers and how they deserve to lose all that money, but it would be pointless. All that I have to say is that I think the carriers can afford to take a loss here... It's not like the data actually costs them anywhere near the thousands of dollars they're being overcharged for overages.

I will cry the day comcast starts to think 3-5-10 GB is sufficient for my landline internet connection... Most of the world is too dumb when it comes to technology though, so they could probably get away with it if they really wanted to.

mDaWg said,
...

Apparently the fact that Vodafone charges AU$300 for 1GB of usage isn't the problem since nesl247 and Spork think Apple should be paying that bill.

"A Vodafone user reported 20GB of usage and a bill of AU$6,000."

mDaWg said,

The providers shouldn't be charging that much for data, period. Especially on LTE/4G. Mobile data all together is a huge scam. Carriers are out of their mind thinking that 2GB is worth $30 a month. That's absolutely insane... Which is why I will never buy a subsidized phone and fall to verizon's bull**** "charge families more for less" plan.

I could go on a rant for days about the carriers and how they deserve to lose all that money, but it would be pointless. All that I have to say is that I think the carriers can afford to take a loss here... It's not like the data actually costs them anywhere near the thousands of dollars they're being overcharged for overages.

I will cry the day comcast starts to think 3-5-10 GB is sufficient for my landline internet connection... Most of the world is too dumb when it comes to technology though, so they could probably get away with it if they really wanted to.

This isn't about whether or not carries overcharge. The rate is the rate, and Apple should have to pay for it's mistake the same as customers have to in over usage situations.

nesl247 said,

This isn't about whether or not carries overcharge. The rate is the rate, and Apple should have to pay for it's mistake the same as customers have to in over usage situations.

Agreed, overage rates is not the topic at hand.

Here is what happened in a nutshell. Customer goes to Verizon (or whoever) and buys an iPhone 5 from Verizon. Verizon sales rep helps them select a dataplan, probably even suggests that they should connect to WiFi at home to avoid using data.

The customer who has done everything expected of them now has a huge overage bill due to a flaw in the device they bought from Verizon. It is pretty clear that Verizon needs to wave the charges. No question at all, that is what needs to happen.

If Verizon can demonstrate a cost to them due to the bug, then maybe they should look to Apple for compensation, but that is between Verizon and Apple, not the customer.

mDaWg said,

The providers shouldn't be charging that much for data, period. Especially on LTE/4G. Mobile data all together is a huge scam. Carriers are out of their mind thinking that 2GB is worth $30 a month. That's absolutely insane... Which is why I will never buy a subsidized phone and fall to verizon's bull**** "charge families more for less" plan.

I could go on a rant for days about the carriers and how they deserve to lose all that money, but it would be pointless. All that I have to say is that I think the carriers can afford to take a loss here... It's not like the data actually costs them anywhere near the thousands of dollars they're being overcharged for overages.

I will cry the day comcast starts to think 3-5-10 GB is sufficient for my landline internet connection... Most of the world is too dumb when it comes to technology though, so they could probably get away with it if they really wanted to.


Cause maintaining a network is free right?
One of our major ISP's (infact, one of the biggest in the world) isn't making much profit the last couple of years. And years ago was close to bankruptcy. And has been struggling to get back on its feet for a long time. And worst yet, they havent even rolled out a new LTE network or something.
Dont think its all cheap and all. Network costs are high. These are huge investments to upgrade the network and keep it all running.