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Stop alerting customers when they are nearing their data limits.


Userlevel 7
I believe it's fantastic that Koodo offers a text messaging service to alert it's clientele that they are nearing the edge of their allotted data. However the system seems flawed in that there is a significant delay in the time it takes the system to tally up the data and actually alert the user. It then becomes confusing when shortly after you're alerted at 75%, that you get another alert that you've now exceeded 90% of your allotment and then that you're being charged shortly after that (as the system catches up to your use) Perhaps a better system should be developed or do away with the 90% warning or all of the warnings. What do you think?

29 replies

Userlevel 7
Considering the fact the 75% usage notification is often late, I think the 90% one is highly necessary. For example, I could get a text saying I'm at 75% usage, but it was delayed for hours and I'm actually at 90% but don't know it and go over my data cause I think I have more data. I would want that 90% usage text, even if it came late, to come in so I know to slow down on my data use or check self-serve and see where I'm at. I think a better idea would be to troubleshoot and fix the system right now so that usage notifications are sent "on-time" or closer to "on-time"
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

Perhaps just have a warning without any percentage. Something like "hey there, you're getting close to your data allotment" "need more data? Check out our cheap (cough) plans" This could also open the door to upsell new plans or alert the user of their plans overage rates.
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

I like that actually! Even adding another sentence telling them to head on to self-serve and check their usage would be perfect
Userlevel 7
Badge +4
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

Yeah, but I still want to know where is my usage up to. Not just receive a message telling me I'm almost over. I see this text messaging service as a plus to warn you if you're near the limit. It is the clients responsability to check self-serve once in a while when he knows he has been using more data then normally. But, I must agree with you that a real-time alert would be nicer.
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

Well as long as every Koodo customer passed the 3rd grade, you can easily calculate your remaining data.
Userlevel 6
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

@Chad: I hope they keep the "cough" part in the message they send 😃
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

My frustration is that its very delayed, not accurate, and not fair to the customer. Last month I had checked my usage in the morning before work and indicated I had 3Gb left, I have the old 6Gb plan, I worked a split shift and slept most of the time between. Somehow I received a notice indicating 75% usage then 1min later a 99% then 5 min an overage of about $20. I called and they argued with me that there was no way a system issue and only a user error.
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

Which is one reason 3G watchdog is recommended. It gives a pretty accurate real time picture of what's going on.
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

3G watchdog? I was told to use the self serve app from Koodo or call in, which is what I did and got the same info,, had the same issue at the same time for my min usage. Was told one thing by the system then suddenly I have a extra $45 on my bill.. But again told it's but fault but the system did telling me the wrong info. I was told by the agent that a friend must have used my phone.... Uhhh I live alone???
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

3g watchdog is a third party app. And you do not live alone when you have the Internet to ask questions of.
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

I have the nexus 4, which has its own 3G monitoring
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

Yup and it counts mms data which you're not charged for. 3g watchdog can be configured not to count that data.
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

True, though I think it's funny how agents will try to tell me that mms doesn't use data or using the self serve app don't use your data... Yet you can't use it or send mms without your data on... Thus using up your data... And if you forget you accidentally keep it on... They get ya either way and charge crazy overage costs.
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

MMS requires data to be on to work for an HSPA phone and that's the same for every carrier. There's no way around it unless you play around with APN settings on an Android to allow MMS but not other stuff. They are right in saying that particular aspect of using data or using it on SS isn't chargeable for most plans these days; the issue is things running in the background. You gotta remember to turn it off once you're done...
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

I'm not that particular on this idea, keep the percentage, etc, as if you take it away you'll have more complaints when people actually go OVER the LIMIT. ie. "Why didn't I get a warning!"
Userlevel 7
Ahmad wrote:

Considering the fact the 75% usage notification is often late, I think the 90% one is highly nece...

^Exactly.
Userlevel 6
I don't think the issue is with the text message being delayed, although I'm sure that may happen. I don't think koodo's billing is actually real time and that maybe the cause for the extra data.That said, when you do go over they do recommend that you check self serve and get an add on. The below is what I got recently on a trip to the US. I guess they were referring to the US data add on. From Koodo. You spent over $30 this month using the web. Our data add-on may be a better value. Get it at koodomobile.com/selfserve.
Userlevel 7
Chris Petersens wrote:

I don't think the issue is with the text message being delayed, although I'm sure that may happen...

That's what we're saying Chris, the collection and computation is delayed so the text isn't sent until the system catches up with the use.
Userlevel 6
Chris Petersens wrote:

I don't think the issue is with the text message being delayed, although I'm sure that may happen...

Ok, got it. 🙂 They must be on an older system then.
Userlevel 6
Chris Petersens wrote:

I don't think the issue is with the text message being delayed, although I'm sure that may happen...

Currently in use at Koodo to keep track of data usage, lol! http://diskdoctorsdatarecovery.com/wp-content/uploads/2012/05/old-PC.jpg
Userlevel 6
Chris Petersens wrote:

I don't think the issue is with the text message being delayed, although I'm sure that may happen...

Now that's funny!:-)
"As of March 25 2014 @ 5:26pm EDT you have used 75% (750MB of 1000MB) of your data allotment".

Simply adding a time-stamp to the message would be a helpful interim solution. (Note that I'm not yet a Koodo customer, so I am inferring from your post this isn't already the way it works.)
Userlevel 6
dun mat wrote:

"As of March 25 2014 @ 5:26pm EDT you have used 75% (750MB of 1000MB) of your data allotment".

S...

I guess most people, rightfully so, would simply assume the time of the text is within a couple of minutes of when koodo determine their data use.
Userlevel 5
Hey Chad, we're looking at different ways on how we can fix this problem. I agree with ya!
Userlevel 7
So I'm looking through my self serve tonight and decided to check out data alerts page and frankly it could use a bit of an update. It needs a disclaimer about the length of time that could lapse between actual usage and receiving the alert. Clicking " learn more " only suggests 3G Watchdog for Android. But Koodo also carries other platforms and there are other applications available for those platforms. For BlackBerry 10 devices there is Usage Pro And for iOS, there is a a plethora ( yes, I said plethora ) of options available I think a bit of updates would probably help. And the disclaimer would be something we could point out when people inevitably complain about missed or late notifications. 3G Watchdog for Android: http://bit.ly/1lxy81m Usage Pro for BlackBerry 10: http://bit.ly/R1FleD iOS Options: http://abt.cm/R1FMW41 Plethora: http://youtu.be/tyBUMntP6DI

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