New Koodo App doesn't sync with my billing period when tracking data

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The koodo app seemed to wind up it's data tracking on Oct 31. It stopped updating my data usage that I was using on Nov 1 (billing period is Oct 2 to Nov 1). Is this normal? If it is, it's not that useful to me....
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Saison

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Posted 5 years ago

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quasarito

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From what I understand, the Koodo app pulls the data tracking information from the same system as the Self Serve website.

Does your usage from Self Serve report the same information as the app?
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Saison

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I did not check it at the time, as I didn't see any reason to. The reason I noticed this later was that on Nov 2nd, I got a notice about being over my data limit. The android app wasn't showing this, and had stopped updating data usage and was pegged at under my limit. I assumed that this was because it had reached the end of my billing period and was taking time to roll over until the new period. This was not the case, as I used data over my limit that the app did not display. There seemed to be a period of no communication between the two systems. Or they are synced on different dates.
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LairdC

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The apps work fine. I never had a problem. Maybe it's your phone. I tried too look here if anyone else had the same issue as you. They didn't, so I think it's something with your settings not the app.
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Saison

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Once again, the app did not work fine for me. Because you did not have a problem does not mean that the app works fine.

Now, what kind of settings, it's a Koodo purchased Nexus 4. And it was updating prior to the point where it seemed to not update.

Also, what are the warnings when you are using your data towards it's limit limit?
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Myke

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50%, 75%, 100%.

Most issues with the app can be resolved by uninstalling & installing the app.
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Saison

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I did not receive a 100% warning via text. Are you sure it is 100%, as I did recieve a 95%.
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Myke

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My mistake, it's 75% & 95%.
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Saison

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So there is no warning that you have reached the limit?

When does the text message occur that you have incurred data charges by going over the limit?
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Myke

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The 95% warning IS the warning that is generated. The next warning you receive would be when you reach $10 in data overages.
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LairdC

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I think there is. I received one some time ago. If I remember correctly it was when I went 1gb over. But don't quote me , my app works and I keep myself within limits. :-)
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Saison

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OK, so are we certain that there is no warning on usage over 95%?

The $10 warning, when exactly is it generated?

I also make every attempt to keep myself withing limits, which is why I want to get to the bottom of this without 'the customer is always wrong attitude'. To say that you should stop using data at 95% (307 mb) isn't really helpful. That's a lot of data that people aren't supposed to use, is that koodo policy on their cell packages?
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LairdC

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Dude, I'm just a customer like you. :-) And many of us here, although Myke I believe does work for koodo.
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Myke

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Correct. I'm also the same Myke that worked on the SM team :).

I'm simply saying that the 95% warning is when data consumption should be stopped, or slowed down so then you don't go over. If you do go over then the next warning is at $10. The actual data amount will vary depending on data package size.

If you're asking about what time specifically, that's not an answer that can be provided. The system does update the data usage every hour, so once it recognizes you've hit that overage amount, it'll send you a notification.
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Myke

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The $10 warning is an overage warning. It's going to depend on your data package.
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Saison

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Yes, but when is it generated? At the exact moment you go over the limit? At the end of the day on which you go over the limit?
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Myke

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Plus Mayumi's information comes directly from Koodo's website.

You could call in and ask when the system sent out that $10 notification. There would be a note on the account as to the time it was generated and sent by the system.
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Saison

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Yes and I can accept that. But the delay times are way outside 60 minutes for the overuse message, and coupled with what I saw on the app, indicate abnormalities. Not something that I would like to be ignored. I'm happy with the 95% warning, but the lack of updating in a reasonable timeframe after that until I received the overuse text is my issue.
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Myke

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Well without seeing your account, I can't tell you when that message was sent. Try calling in and see what time the text message was sent.
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Myke

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And since you are in a new billing cycle now, you can go back to your previous billing cycle and review the data usage. That will tell you when the overage started happening.
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Myke

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And also remember that since it is a text message, it's possible that there was a delay in your phone receiving the text message.
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Mayumi, Mobile Master

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Data and airtime usage does not update in real-time.

From Koodo's website :
There is a delay before your usage is updated on your account. The delay varies depending on the type and the location of the usage. All usage amounts are approximate and may not entirely reflect the usage amounts on your invoice.

Inside Canada:
◾Text and picture messaging usage within Canada is normally updated within 60 minutes of sending or receiving your last message.
◾Data usage within Canada is normally updated within 60 minutes.

More info
http://help.koodomobile.com/self-serv...

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