Koodo unexplained data usage One phone ran out of data at three days early last month. Bad customer service!

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My Koodo service is racking up incredible amounts of data. Sunday was the start of my monthly quota and one phone has 105 MB used and the other is at 50 in 5 days. One phone ran out of data at three days early last month. We have never run out of data before and have not altered our usage.
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Jill Corbin

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Posted 1 year ago

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Jill Corbin

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I am also not pleased with the Koodo chat as it appeared to just be a robotic reply to my query. Bad customer service.
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Sophia, Mobile Master

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How is that bad customer service, Jill? Are you on a shock free data plan and is SFD enabled on your lines? If not, you will always need to be diligent not to go over, as overage may indeed add up quickly.

Edit: just saw your new post. If you were using Koodo's beta chat app, then indeed you were talking to a robot. I'm human all the way (or so I think) :)
(Edited)
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Timo Tuokkola, Mobile Master

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*****^^^shhhhhh....nobody tell her....^^^*****
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Jill Corbin

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I am on shock free data however I had three days with one phone that was unable to be used. The bad service is that Koodo chat was unable to help.
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Sophia, Mobile Master

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I see... well Koodo doesn't have live chat, just a robot self help app... so that probably explains why you didn't get personal answers.

Did you use your Internet more than usual, Jill? You might want to consider upgrading your plan - just a heads up that plan prices will change (more than likely go up) on April the 17th.
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Jill Corbin

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Why after years of being with this company is data being used at such a high rate?
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Timo Tuokkola, Mobile Master

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In all honesty, 100 MB in five days is not a very high rate at all. Actually, 100 MB in five hours isn't even a particularly high rate.
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Ranjan, Official Rep

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Hi Jill - to echo in on what Timo and Sophia have stated, there could be a number of reasons why data is being consumed, but they're directly linked to how you use the phone and how your settings are set up. Have you been browsing or using apps more frequently? Are you connected to WiFi networks less than you have in the past? Do you have automatic app updates or WiFi assist enabled? The folks here in this forum can help troubleshoot and provide some tips on how you can prevent excess use.

On that note though, both lines on your account have 1GB of data available each month, and you've only used 12% on one line and 5% of the total on the other. Since you're on a shock-free data plan, you'll be notified when you hit 50,90 and 100% of your data, and data will also be paused once you hit 100% to help you avoid overage charges. 

With regards to the chatbot you interacted with - it's not a live agent, and this is stated up front. It's another means to help users quickly find answers to common questions. We do state up front that this is still in beta and that it's a virtual assistant that best understands short and simple questions. Although it's great at helping point you in the right direction and providing lots of useful answers to common billing and account related questions,  when in doubt, this community is the best source of help if you have specific questions like your case here.
 

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