This happened just before I wen back to Adelaide.
Optus的預付卡買的是幾天之內可以使用的網路流量，像是21天500mb或42天2Gb等等，其他澳洲國內的通話和簡訊都是無限，而且，在到期之前加值的話，沒有用完的流量可以累積到下一期繼續使用(rollover) ，最高可以累積到50G。所以，放假期間我在台北還是在網頁上加值了最低限度的流量，並且維持同個門號還是可以繼續使用。
How Optus prepaid plan work is buying data lasted for certain period, for example, 500Mb for 21 days or 2Gb for 42 days. Phone calls and text messages are both unlimited within Australia. If you recharged before the data expired, unused data can rollover until 50Gb, According to this rollover rule, I recharged my prepaid plan with the minimum data when I was in Taipei on their website. It is also to maintain my mobile number so that I would still get the text message on my Australian number during my semester break.
原本Optus也都會在到期之前的幾天傳簡訊來提醒，流量快過期了，記得儲值才能夠繼續累積之前的流量噢，這半年來也沒有發生過什麼問題。
Also, Optus sent text message few days before the data expire that reminded me to recharge before the expired date. This worked well in the past 6 months.
不過，在我準備前往機場的早上，當我檢查裝了Optus門號的備用手機時，發現前幾天收到了一個通知流量已經過期的簡訊。當時覺得很訝異但已經沒有時間再去和線上客服鬼打牆了，所以當下先再帳戶裡加值了最低限度的流量，登入My Optus裡面也發現帳戶的資料被清空了，但總之就只能這樣充滿問號地出發了。
However, before leaving for the flight to Adelaide, I checked my spare mobile and I surprisingly found that I got a text message few days ago saying that my data had already expired. At at moment I was about to leave my Taipei home that I only quickly recharged the smallest data and then logged in to My Optus account to see what happened. All of my recharge and data history were gone.
到Adelaide的當天下午，因為Optus另一個鬼打牆的modem問題 (是個非常長的過程) ，我已經得去門市一趟，門市第n次告訴我他們總之就是不負責任何售後服務之後，最後我坐在門市裡用門市的專線和Optus的電話客服連絡。這通鬼打牆又一直轉接的電話總共持續了一個多小時。
When I arrived Adelaide, I went to Optus store for another persisted modem issue. Their staff told me again that they were not responsible for any customer service including the testing or sending my modem to repair as their Tech team offered me in phone. At the end they put me in a corner in their store and talked with their support team in the phone. The phone call was transferred again and again and lasted nearly an hour.
在打電話之前，我從email信箱裡找到每一次線上儲值之後，我寄到自己email的收據。另外，因為我一段時間會用簡訊查詢我使用的流量，在儲值後記得的話也會確認流量是否正確，這兩個小小的動作讓我後來相對順利地拿回我消失的流量。
Before I spoke to their prepaid team in phone, I found my email record for recharge on their website. Also, I used to check my data and expired date regularly with text message since I haven't successfully set up My Optus account before July. These two habits help me get my missing data back in a short time.
電話接到手機預付卡部門之後，我說明了我的問題：
1. 我在21天之前收到流量快到期的簡訊，而且我也儲值了，但是在還不到21天的時候我收到過期的簡訊。
2. 登入MyOptus帳戶發現過往所有儲值和流量的記錄都看不到。
When the phone call was transferred to Prepaid department, I explained my condition:
1. I received a message about data expired before data should have expired.
2. The history of recharge and data usage were gone in My Optus account.
對方的小姐查詢了她的電腦系統，她可以看得到我有儲值的記錄，核對起來她那邊多了一筆我沒有操作過的儲值記錄，但是她看不到流量的使用記錄。
The lady checked in her system. She saw the record I recharged in July. But she had one record of recharge which I didn't have in my record. Although she could reach the billing system, the history of data usage was gone.
對方的解釋是，因為他們在七月中更新了系統，因此更新之後系統裡面所有之前的檔案都消失了。身為台北人，我是不懂更新系統和記錄消失之間的關連性是什麼，不論是哪一家電信公司我想都沒有發生過這麼離奇的事情，但這是這裡的邏輯更新系統資料會消失似乎很正常。
She explained that they updated their system in July. Therefore, after the system renewal, all data was gone. It doesn't really make any sense for me to lost all data after a system renewal, but this is her explanation to the situation.
但總之，這個已經付錢的流量就這麼消失也不是身為消費者我的問題，因此這個小姐說，那不然你之前簡訊上面rollover的流量，我現在就用人工的方式加回帳號上，所以你也不會損失之前已經付的錢，這樣一切都很好，不用擔心。
However, it was also not my problem to lost my data in this setting while I had the record of recharge. So the lady said, "well, what I can do is to put your data back manually. You won't lost any data you have already paid. You won't need to double pay. No worries."
但當這裡的客服這麼說的時候，接下來要問的問題是，請問這個人工作業什麼時候會完成，因為到那個時間還沒有看到系統資料更改的話，就要再打電話去問，這個狀況也很常發生。
But when a customer service say so in Australia, the next question I ask is "when will this manual work finish?" Because occasionally these manual work might not apply successfully and if this is the case, I need to call again.
對方說，我幫你用特急件處理，十五分鐘之後你再用簡訊查詢就可以看到系統更新好了。隔了一個多小時我收到她傳來的簡訊，說她已經更改好系統的資料，請我確認看看，我看了之後總覺得哪裡怪怪的：
She said "I will do it in now and the system will update in 15 minutes. One hour later, I got a text message from her said she had put my data back. I checked my data with text message and I found there was something wrong:
她確認了我rollover的流量 (有點不幸的是前一次我是學期末六月中的時候查詢的，之後回台北我就沒有再確認過) ，她也確認了我六月中之後儲值的記錄，那，六月之後儲值的流量去哪了？
She put back my rollover data in June. (Unfortunately I didn't check it before I left Adelaide.) She also checked my recharge record after June. Then, where was the data I recharged in June and July?
在我還沒打下一通電話給Optus之前，隔天早上十點多我又接到這個部門的來電，換一位先生問我可不可以做客服滿意度調查，我說，在那之前我想請問，關於我六月中之後儲值的流量消失也沒有補回來的狀況。
Before I called Optus for my missing data again, I got a phone call from them on the next morning. This time a man called me for a customer feedback for the service I got from the lady who put part of my missing data back. I said, "before I give my feedback about the service I got yesterday, may I ask about my missing data I recharged in June and July?"
他大概是為了想完成滿意度調查，聽完我的問題之後，他算一算這樣大概要再補3-4Gb給我，但沒有3-4Gb的預付方案，所以他最後加了10Gb到我的帳戶裡，因為顯然他們的電腦也找不回之前的流量記錄了。
To complete his customer review, he quickly calculated the data I missed was around 3-4Gb. But they didn't have such prepaid plan. So at the end he added 10Gb to my account - obviously they could not recover any record from the system.
但若是我自己沒有留email和簡訊的記錄的話，我連打客服電話我都不會知道到底有多少的流量憑空消失了。當消費者沒有留資料的時候，這裡的店家大多是不會補償的。
But if I didn't keep my record with email and text message, I wouldn't know how much data I lost. And when customers don't keep our own records, merchants won't offer the compensation easily.
最大的不同點在於：在台灣，若是商家能夠確認是他們的疏失而造成的錯誤，消費者不需要舉證的情況下商家也會主動計算適切的補償方案。在這裡，即使是店家的過失，消費者也需要備齊充份的證據，若是消費者沒有證據，店家就沒有義務補償。
The biggest difference is how merchants response to their mistakes. In Taiwan, if merchants confirm it is their mistakes, customers don't need to offer any evidence to receive compensation. In most cases, merchants will offer their reasonable compensation to customers actively. In Adelaide, even if merchants make mistake, customers won't get any compensation if they don't have sufficient evidence.
給直接End的人：使用Optus預付方案，不要只用Optus app 或MyOptus 帳號確認流量，這些系統記錄在他們更新系統的時候是有可能全部消失的。用網路儲值時不要怕麻煩，把帳單寄到自己的信箱，並且加值後的流量也要用簡訊自己留一份記錄。
TLDL: If you are on an Optus Prepaid plan, don't rely on the recharge record in Optus app or My Optus account. These systemic records can disappear if there is a system renewal. When you recharge on their website, send an email copy to your email address. Also remember to keep your own record of your data usage with text message.
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