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Continuous shock with "shock free" data.


I have signed my wife and I for shock free data and we keep getting dinged for going over. I've set up hard limits on phones and shock free Is supposed to clamp down on overages. What is going on here? Also I got a new phone yesterday, and when the rep set it up yesterday, it started downloading all of it's updates as I was driving home, burned thru all of my data and got me an extra 10$ in fees since I haven't had the chance to set hard limits on the more phone. Again why isn't shock free taking care of this?? Super frustrating when features don't work as advertised. Edit: I did get the notifications from Koodo, but I couldnt check then as I was driving. We all know better than to do that.

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Userlevel 7
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Hi Rene - here's what I see on your account:

The phone number beginning with 858 is on a $40/mth shock-free-data (SFD) plan, and notifications are set to notify you and block data once you hit 100% of your monthly allotment. I'm seeing that you switched to this plan on the 21st of Nov. and prior to this were not on a SFD plan. 

The phone number beginning with 661 is not on a shock free data plan - You're on a $35/mth plan with 300 mb and 300 mins. You've been on this plan since Nov. of last year. You only get notified when you hit 50% and 90% of your data with this plan.

It's the 661 number that's gone over and got dinged with the $10 charge this month. You're only at about 43% of your allotment with the 858 number.

All this said, if you'd like, you can switch your 661 number to a current in-market plan with SFD at any point. Right now there's a promotional plan available for $40 plan that gives you 500 mins and 1GB of data. You can check it out by selecting the 'Shop' button at the top of this page and going through our current plans.

Let us know if you have other questions.
Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I do with the new phone data overages? The kiosk operator set my phone to update immediately. Google play store was set to update only over Wi-Fi with my old phone, but the new phone had something else set up. So as I left the store, it continued updating over mobile data. Can you help me out with that at least? Historically, I usually hard limit the data on my phone using android built in stuff, and other apps. This was an unpleasant blindside. I'm not really interested in switching plans. The plan I'm on is the most affordable for the features it has. Data isn't particularly important for me since in usually by a Wi-Fi spot. My bad for thinking it had shock free. Would it be difficult to set up a hard limit on your end got this? Despite my earlier mistake for my own plan, please take a look at November and October Bill for number starting with 858. 500 shock free and it went over by 13 and 10 megs respectively, each giving a charge of 5$. What happened here?
Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

1) it is not possible to convert a plan to SFD, you would need to switch plans for that to occur. You would need to decide if the $5 premium to switch to a SFD plan has value for you.

2) According to the info provided by Ranjan, you only activated SFD on your plan on 21 November this year. Retroactive adjustments for October & November bills is usually not possible.

Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

In both instances  of data overage for the 858 number, this was on a shock free plan as stated on the bill.

Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

"The phone number beginning with 858 is on a $40/mth shock-free-data (SFD) plan, and notifications are set to notify you and block data once you hit 100% of your monthly allotment. [b]I'm seeing that you switched to this plan on the 21st of Nov. and prior to this were not on a SFD plan. "

If Ranjan's information is incorrect, and the plan was a SFD plan prior to Nov 21 this year, then I suggest downloading your older bills in PDF form from self-serve, and use the information contained on them to support your position that the 858 number was indeed on a SFD plan earlier than Ranjan has indicated.

Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

I am already referencing the pdfs from the billing section.  Going further back to previous bills, it seems the 858 number has been on shock free data since June 9.
Userlevel 7
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Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

Then, I suggest you write a Message to Koodo through their Facebook Site clearly outlining the information you have gathered, and request an adjustment.
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

Ok, will do.  I appreciate your help and advice in this.  I didn't quite catch Ranjans comment about the 858 number not big on shock free plan before november, when it was in fact switched over last summer in june.  So i appreciated you outlining that.

Cheers
Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

You're welcome! Hope you get things straightened out in short order.

Userlevel 7
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Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

Rene - you're absolutely right about being on a SFD plan since June on the 858 number. My apologies - I didn't see this plan change before.

With regards to the 661 number, David is correct. If you'd like the ability to block data at 100%, you need to be on a SFD plan in order to do so.

About the overage charges for the 858 number. I see that you went over your allotment in September and purchased more data on Sept. 16th specifically, after a notification was sent indicating you had been blocked. More data was purchased in order to turn it back on (this can only be done by replying 'Yes' back to the notification text, or by doing so through self-serve), and then the overage data was also used up and more was purchased on Oct. 7.  Similarly for your latest bill, you used up your data by Nov. 12 and then authorized the overage on that same date. Hence the $10 and $5 overage charges on your Oct. and Nov. bills. 
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

*sigh*   So then that's the wifes doing then.  Guess i have to sort that out here.

Don't suppose there's a way to remove the option then?  hah
Userlevel 7
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Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

You mean block the option to turn data back on once suspended? I don't believe so, but let me throw up the bat signal for some more help with that one.. er, the "Bernard" signal (stay tuned).
Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

@Rene,
    A suggestion for domestic harmony: just get a larger plan. You become the hero to your wife, and save yourself the headache.  

Watch for sales coming up on Boxing Day.

Source: Old Married Guy(s)
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

Haha right on.  Thanks again gents.  I appreciate the humour given my initial frustration.  Which, in the end, turned out to be user error anyway.

For my overage, i was hoping to get a "mulligan" since it's happened before i could really get my phone set up to clamp down on data limits (Moto G plus is pretty nice by the way).  Live and learn i guess.  10$ is a pretty cheap mistake in the grand scheme of things.  Wifey, since last month, has 1 gig of SFD which we also got thru the promo and should be ok.   We're both either at home or work so we're usually covered with wifi.  

I'll definitely keep an eye on the boxing day promos.
Userlevel 4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

Is there going to be some data sales before Christmas or after Christmas like to get a good deal on 4gb of data then the $49 plan that's offer now in Quebec thanks
Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

That likely won't be announced ahead of time.
Userlevel 7
Badge +4
Rkv wrote:

Unbelievable. I could have sworn it was shock free but I guess that isn't the case. What can I ...

That likely won't be announced ahead of time.

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