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My Koodo data balance hasn't reset for the beginning of month


My Koodo data balance hasn't reset for the beginning of month. How do I get it reset? I've been on the customer support line for 35 minutes already!

I'm guessing it's impossible to do it from my end. 

18 replies

Userlevel 7
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Is your plan set for the beggining of the month? On postpaid, plans reset on the day you first signed up. You can login to self serve and check when your billing cycle is.
I received a text saying my data would be reset 2017-03-01.  My last bill is dated Feb 1st. 
I finally got through to customer service.  Despite receiving a text saying my data would be reset on 2017-03-01, it will actually be reset at 2017-03-01 at 11:59PM.  How (intentionally?) misleading could they be with this? 

Not happy about that at all.
Userlevel 7
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Mike Jenkins wrote:

I finally got through to customer service.  Despite receiving a text saying my data would be...

Just a note it may not be reset at exactly 11:59. Mine reset the other day at about 12:23.
Mike Jenkins wrote:

I finally got through to customer service.  Despite receiving a text saying my data would be...

We have set the phone so the data should reset at the beginning of each month.  It is already the 12th and it still hasn't reset.  This has happened more than once.  Can we fix this ourselves?
Userlevel 7
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Mike Jenkins wrote:

I finally got through to customer service.  Despite receiving a text saying my data would be...

Log into self serve and check your billing cycle. It may not the beginning of the month.
Userlevel 7
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Mike Jenkins wrote:

I finally got through to customer service.  Despite receiving a text saying my data would be...

@Jodi Did you sign up with Koodo so that your bills were at the beggining of the month or set the data usage tracker to reset at the beggining of each month?
Userlevel 7
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If your billing runs from 2 February to 1 March, then of course the reset will happen as the clock strikes twelve, as  the calendar moves from the end of your billing period to the beginning of the next. 
My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01.  The day has begun.  It didn't say "the very last minute of" it said "until".
Userlevel 7
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Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

If we turned it around, at what time would you expect the offer in the following statement to end?   "On sale until  March 1." 

I expect it might have been clearer if the text said: "temporarily turned off until the end of your billing period which is 2017-03-01" 
Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Close of business, March 1st.

A project at university. "Class, you have until Friday to finish this project."  Would you hand it up on Friday or on Thursday at the latest?

If this is the intended meaning, it's dubious.

If their specificity is to tell you a date that your data will be turned back on, then they should turn your data back on at the beginning of that date.  If they told me an hour, or a minute, this wouldn't be an issue. 

So you're really saying I should interpret the word "until" as "until the event is over" from now on? Nope, until refers to the specified event.
Userlevel 7
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Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Hello Mike. I see how it could be misleading. I'm sure Koodo will change their text so that next time there's no more confusion.
Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Hasn't happened yet. Sitting here with the same frustration. Get on it, because this is some bullshit.
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Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Your billing cycle is from the 6th-5th of every month, Amanda. Everything resets as of midnight tonight. 
Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

I know when it is, but "until your billing cycle resets on May 5" is pretty misleading language.
Userlevel 7
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Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

There was some healthy conversation above about the wording. While feedback has been shared to make the copy less ambiguous, David's example about "on sale until X date" is the best comparable example. The copy in your text would actually have read "..your data has been temporarily turned off until 2017-05-05. To turn your data back on..." Which means it's shut off until the end of your bill cycle, and will reset at the start of your next bill cycle, which you say you're aware begins on the 6th of every month 🙂
Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Google says the meaning is "up to (the point in time or the event mentioned)."

What your copy says is not correct and not what I received. The text says "temporarily turned off until *date*". Date being the "point of time" or event.

The sale thing is a silly response. If an offer stands until a date, I expect to be able to still receive the offer on that date. The point of time in this case is implied end of business day.

I understand the billing cycle stands, but the current wording is just incorrect, or at the very least misleading.
Userlevel 3
Mike Jenkins wrote:

My text message said verbatim "temporarily turned off until 2017-03-01"

Today is 2017-03-01. &nb...

Having a healthy conversation or arguing is not going to change anything.

For example, this text below has been wrong for years. I don't know how Koodo's Self Serve looked when they launched; it might have been wrong for almost a decade now. Koodo reps claimed that it was going to be fixed a few years ago.


Phone number changes can be completed once every billing cycle through Self Serve. (There is a 2~ hour period at the end of the billing cycle when you can make unlimited changes, but that doesn't really matter to normal customers.)

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