2.5GB Data used in one day, pure robery by koodo!!!!

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2.5GB Data used in one day, pure robery by koodo!!!! The worst company ever, every few months they find a way to do something so you have to pay or you don't have enough service. I am sick of it!!! I am a good customer,paying bills on time, in return I get terriblle service, customer service on the phone don't know tyo answer simple questions, they think everybody in this country is an idiot. Terrible, teriblle, teriblle!!!! If you have a chance choose anybody over Koodo, they are all pretty much the same and getting us por regular people to pay the most expensive and the worst service in the western world! Shame!!!
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Dacho Skarep

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Posted 3 weeks ago

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Paul Deschamps, Mobile Master

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You can use 2.5gb in an hour so it's not out of this world to use that in a day. Did you check your phones data usage to see what used that data? One Full HD or 4k movie can use that much data so perhaps watching YouTube videos or downloading a game which high end games are 1-3gb to download could easily eat up that data. It's not the provider's fault just because you use a large amount of data, check your phone and see what used that data.
(Edited)
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BobTheElectrician

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Double check to make sure that mobile data is OFF for program updates. Sometimes a software update will reset this to ON.
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Dacho Skarep

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I don’t know if I have that option, how will I do that. Everything is the same as always, software update have to be confirmed to do it, I have a Apple se, and I actually keep a lot of apps on off, only for Wi-fi
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Goran, Mobile Master

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Can you check to see if WiFi assist is turned on? It's possible that it was in an area with poor WiFi signal and then caused your plan's data.
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Dacho Skarep

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Well that is the problem, I didn’t watch any movies, downloaded nothing, I don’t play games, how it happened nobody can explain me??!! I do everything like always, I didn’t have this issue before, and to top it off I was at work all day long, so how this data drained from my phone? It is a mystery, and I think it is the providers fault!!!
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Mats

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As Paul said, go into the data settings of your phone and you will see what used your data. No mystery.

What phone do you have? Did you recently update it?
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Goran, Mobile Master

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Well we don't have account access so we cannot tell you. What we can tell you is that data use is generally extremely accurate. It's not 100% guaranteed as quality control can never be 100%. This is why we ask you first to look at the data usage of your phone and see where that data usage has gone. Which phone do you have? Android has a good built in data counter and iPhone isn't as good as it doesnt auto reset the counter. So go take a look in your phone settings, and see which app or process used the data during that one day.

It is statistically more likely that your phone used the data than that there was a glitch, although I have known people having that legitimately happen to them, it is very rare. If once you have checked your usage and nothing at all shows up, then you can say that you've done your due diligence and contact Koodo to contest is. But again, it is more likely that you or your phone used it without realizing it.
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Ranjan, Official Rep

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Similar to what the agent on the phone tried to explain to you Dacho, we're unable to see which application/feature consumed the data on your phone. Nor can we magically use up this data without being on your phone.
In most cases, the device itself can show how much data has been consumed by which application - if you share which phone you're using, the folks here might be able to guide you to find this info.
I can confirm that it looks like the data was used up yesterday evening, if that helps narrow the timing down. 
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Dacho Skarep

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I did share, iPhone Se! I can see all what you guys are talking, you just washing that the glitzch or flat it’s not on Koodo, and after all your questions and excuses I still don’t have a concrete answer! Only guessing! What a company wow!!! Instead of trying to solve and help customers, it’s called customer service by the way, you tried to put a fault on the customer. Shame what we have to put up in Canada!!! If you guys didn’t know: THERE IS 50$$$& ALL UNLIMITED US MEXICO CANADA SERVICE IN STATE!!!!! WE SHOULD ALL GET THAT AND THEN MAYBE CANADIAN MONOPOLY WOULD LOWER THE PRICES And start treating customers right!!!! SICK OF IT!!!!
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Dacho Skarep

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What happened Ranjan- official rep? You suddenly become quiet?
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Allan, Mobile Master

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Most of not all of those US plans that also work canada require you to use your phone for the majority of the time in the states or otherwise they'll cancel service.
For the $50 plan from T-Mobile it states:
"Not for extended international use; you must reside in the U.S. and primary usage must occur on our U.S. network. Service may be terminated or restricted for excessive roaming or misuse."

Also this isnt a live chat, I'm sure Ranjan will make another comment if he feels inclined to do so when he's not busy.

Could you share some screenshots of the usage page for your data? Also, just because you dont have an app open, doesnt mean it cant use data.
(Edited)
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Ranjan, Official Rep

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This is a public forum Dacho, and it's primarily managed by customers like you. Reps like me come on here from time to time to try and provide further insights based on the account (if possible), that other users wouldn't have access to, but we don't moderate the conversations.

I've shared the info. I have available, and advised that you'll need to see what other info. the device is able to provide. In addition to checking your data usage, another potential point of help might be checking battery usage details over the past 24 hours (could help piece things together). But outside of that, there wouldn't be any way for someone on here to guess what may have used your data. I understand you're saying you didn't do anything unusual from your typical process, but perhaps there was leakage or usage without you knowing? 

Outside of this, the only other option would be to open a ticket with our tech. team to investigate and see if they can find any other info. You can do so by sending us a private message on Facebook. 
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Goran, Mobile Master

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I'm going to guess that you haven't been regularly resetting your data in settings so it's going to be hard to determine what used the data unless you looked recently and can recall general numbers. Otherwise you can download something like My Data Manager or any other 3rd party data management app in the app store and use that from now on to be able to easily see what used data when.
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Dinh, Mobile Master

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Well, then it would be hard to diagnose the cause of the usage. What phone was it? did you check if your phone download any system update, or app update?

Was it an iPhone?. iPhone can download an update on its own. What version of ios are you using?
(Edited)
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Dacho Skarep

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Dinh I did all that, no updates, no movies, no games, I have writen all that in comments. It is I-phone SE
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Dinh, Mobile Master

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As I mentioned above, I would check the automatic update of ios. Also, you could visit apple store and ask them what might be the cause.
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Dacho Skarep

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I did that too!!! Update of iOS I have to confirm before actually updating it!
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Dinh, Mobile Master

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Apple often download the update on its own automatically. They will only ask you if you want to update.
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Dacho Skarep

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Well that is even more mystery, as I was at home after work yesterday evening when I’ve got the notification that I used 50% of data! And Goran, yes my Wi-fi assist is always off!!!
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Robert, Mobile Master

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It can't be always off, you would need to disable it because it's turned on by default on iPhone.
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Dacho Skarep

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The problem is that I didn’t do anything that can consume data like that. I can see which apps use how much data, and I keep those apps off when on cellular! For 2.5 gb u have to watch movies or something!!!!
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Robert, Mobile Master

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You are totally correct, that's a high amount of data usage but you can't blame Koodo for that since it's your phone that used the data. Koodo didn't come in your house to use the phone so it's hard for me to see why they are to blame.
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Dacho Skarep

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After all this replies I thank you guys, but I feel that this forum is bias towards monopoly owner of mobile industry in Canada. Nothing and nobody here helped me or provided concrete answer, you guys repeated questions without even reading the comments. I’ll put my opinion on all the social media I can, I am done with Koodo, they didn’t do anything to try to resolve any issues and offer help!!!! I’ll be looking at other provider, and hopefully my opinions on social networks would result with a few people leaving Koodo! Like that maybe they will change theire approach and actually provide Customer service. Enjoy your Koodo loby!!!!
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Dinh, Mobile Master

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@Dacho: you have a choice of going anywhere you would like to. We are not what you said above, but the conversation is moot now. Enjoy your day.
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Goran, Mobile Master

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Yes I noticed some people kept asking the same questions but what I told you and Ranjan is all there is that you can do. You need to see where the data went and if you're not satisfied or able to, contact Koodo directly to open a ticket as Ranjan said to investigate. Theres nothing else we can tell you or help you with. That's the process with any carrier.

Technically its an oligopoly. We're just customers so we don't have any reason to bias Koodo. If you look back on here a lot of us are openly critical of things Koodo has done and also supportive where we feel that Koodo is doing right. Up to you.

Do you.
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Dennis, Mobile Master

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If you are still having trouble understanding how to determine what is using data on your phone, you can always bring your phone to the apple store or post on the apple forum https://discussions.apple.com/community/iphone

At the end of the day, Koodo only charges you based on what the phone is using.  It is like blaming the utility company (a true monopoly) for how much water or electricity you used.  You need to find the app that is using data without your knowledge.  Just like you need to find the source of a plumbing leak to fix your high water usage

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