Data is NOT being blocked with the new shock free data plan

  • 1
  • Question
  • Updated 3 weeks ago
  • Answered
I switched my phone and my daughters phone from Telus to Koodo a few months ago and at the kiosk I asked the salesman if he could make sure that my daughters data would be blocked once her 2GB limit was reached. He called into Koodo and ensured me it would be blocked. She got a text saying she was 100% so she shut her data off but it still put her over and I was charged $7. This month, the same thing happened again for an additional $7. She does not have permission set up on her phone to unpause data blocking. I don't want to call in because it will cost me $10 to find out what we're doing wrong!
Photo of Hanna Downey

Hanna Downey

  • 184 Points 100 badge 2x thumb
  • frustrated

Posted 3 weeks ago

  • 1
Photo of Dennis

Dennis, Mobile Master

  • 187,022 Points 100k badge 2x thumb
Did you download the Detailed PDF ebill from self serve to review the detailed charges?

Also when she reaches her data limit, she will get a text that blocks her data.  That text also includes options to reply to it to turn data back on.  Did you ask your daughter if that happened?
(Edited)
Photo of Hanna Downey

Hanna Downey

  • 184 Points 100 badge 2x thumb

He said he would credit the $7 charge and then I had to argue to get both months credited because it shouldn't have happened. Data reached and it should have been blocked. My god, if this happens again next month, I'll find another provider. There are too many other things to deal with than this!!


Photo of David

David, Mobile Master

  • 88,942 Points 50k badge 2x thumb
I'm not sure any other provider offers shock-free data, or the equivalent, unless you switch to a prepaid plan.
Photo of Dennis

Dennis, Mobile Master

  • 187,022 Points 100k badge 2x thumb
I think they had to as per the updated wireless code.

Koodo should have done a better job advertising they had this prior to it becoming mandated
Photo of Dinh

Dinh, Mobile Master

  • 32,346 Points 20k badge 2x thumb
Well, There is no mandatory data usage stoppage from the code (I assumed it is the updated one) https://crtc.gc.ca/eng/phone/mobile/limit.htm Is there another version?

From that link, carriers have the obligation to stop Data when they have an overage of $50. They should send text to notify users when they reach their data limit, but their is no data stoppage required once all data is consumed.
(Edited)
Photo of Dennis

Dennis, Mobile Master

  • 187,022 Points 100k badge 2x thumb
Hmm... this is what I found and also what I remember from when I first read about it

— Only the wireless account holder on family or shared plans can consent to overage and roaming charges, unless others on the plan are expressly authorized to approve the costs.
https://www.thestar.com/business/2017/06/15/crtc-bans-cellphone-unlocking-fees-in-update-to-its-wire...

But it doesnt say this in the wireless code.  
Photo of Bernard

Bernard, Official Rep

  • 75,528 Points 50k badge 2x thumb
@Hanna, you don't have an active account with us under your name. Is the account under someone else's name?
Photo of Hanna Downey

Hanna Downey

  • 184 Points 100 badge 2x thumb
The account is under Hanna Downey.
Photo of Dennis

Dennis, Mobile Master

  • 187,022 Points 100k badge 2x thumb
Which is the same name that Bernard can see on here.  That is strange he doesnt see it on Koodo's systems
Photo of Hanna Downey

Hanna Downey

  • 184 Points 100 badge 2x thumb

I had a line with Koodo years ago under my name which is now inactive, but my name should have 2 active lines under my name.


Photo of Bernard

Bernard, Official Rep

  • 75,528 Points 50k badge 2x thumb
I found it. I see what the issue was now. It looks like the the 'block' was changed to 'no-block' at some point. Not sure if this was intentional, unintentional or system glitch.  It is now set back to block and notify for both lines. 
Photo of Curtis Hielema

Curtis Hielema

  • 158 Points 100 badge 2x thumb
Bernard gets things done
Photo of TJ Smith

TJ Smith

  • 4,360 Points 4k badge 2x thumb
Hanna it will only cost if it's something you could fix yourself. In case of charges dispute just call them and get it straighten up; there should be no charges for that.

Good luck