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

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  • Updated 11 months ago
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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. 
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Mike Jenkins

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Posted 1 year ago

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Allan, Mobile Master

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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.
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Mike Jenkins

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I received a text saying my data would be reset 2017-03-01.  My last bill is dated Feb 1st. 
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Mike Jenkins

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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.
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Allan, Mobile Master

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

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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?
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Mayumi, Mobile Master

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Log into self serve and check your billing cycle. It may not the beginning of the month.
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Allan, Mobile Master

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@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?
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David, Mobile Master

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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. 
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Mike Jenkins

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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".
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Ranjan, Official Rep

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

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I know when it is, but "until your billing cycle resets on May 5" is pretty misleading language.
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Ranjan, Official Rep

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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 :)
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Mike Jenkins

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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.
(Edited)
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Not Jean-Pierre Blais

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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.)
(Edited)