Problems with Aug & Sept EBills

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I have ebill pdf's on my account going back to June 2013. I d/l them every month. Since Aug 2014 I can no longer d/l them (the Aug 2014 or the Sept 2014). I can still download the earlier ones ok, so there is nothing wrong with my ability to download or open pdf files.
To clarify, I actually can d/l the Aug & Sept files, but they get saved to my computer as zero bytes. I believe that is the problem on the Koodo server, that the file headers are there, but the files are zero bytes for some reason.
I changed my phone number and address on Aug 18, so it may be related to that.
I have called customer service (CS) 4 or 5 times on this. Twice I was able to reach someone at CS, and I reported the problem to them. They wanted me to think it was my problem, but I eventually got them to understand that my computer is ok, that I can download and read the earlier ones no problem, that the problem is only with the two most recent ebills.
Both times, the CS rep promised to forward the problem to their IT dept, but nothing happened. The first time I phoned was late August I think, the second time was in mid Sept. I have also tried 2 or 3 times after that, but was unable to reach a person, the phone just rang and rang until I gave up. After waiting on hold for 15 or 20 minutes for the phone system to connect me with someone, you can see how that would be frustrating.
I eventually went to the Eatons Centre kiosk, they were helpful in that they were able to print my Aug & Sept bills for me, but they were unable to resolve my problem. Their advice: call customer service. Well, as stated above, I have done that several times over with no success.
My only course of action now is to switch to printed bills, at a $2 per month charge, which I am not happy about.
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Richard Whitehouse

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Posted 4 years ago

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Sophia, Mobile Master

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Thanks for reaching out to the community, Richard! I don't see why you should be forced to pay $2 for something Koodo should solve for you. I'll flag your post - you won't get any direct solution (they will require you to contact them again) but hopefully this time you'll get a better way of contacting them, so that your problem will be solved instead of just two months of promises :)
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Tayeb A, Employee

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Hey Richard,

Thanks for visiting our online Community. Can you email us via this secure link: http://koo.do/11eMLdy ? We would like to look into this (Please select "Social Media" for and make sure you log into your Self Serve). We will take it from there.

If a ticket has already been opened, the issue is probably being looked into and it should be resolved shortly.

Thank you so much for your patience and understanding!

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Richard Whitehouse

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Thank you Sophia and Tayeb A. Tayeb, I will follow up on that email link you gave me, within the next 24 hrs, cannot do it now as i have to leave for work, will do it tonight when I get home.
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Richard Whitehouse

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Tayeb, I started to do what you suggested, but before I continue, I would like to know, please:
- why "Social Media"? This problem is regarding billing.
- if you are an employee, then you already know the nature of my problem (it's in my first post in this topic). Why would you need more info?
- can you please tell me a little more about what will happen if I go down this road? I do not want to make this issue public on my facebook page. I do not want Koodo involved with my social media, or vice versa.
- what do you mean by "if a ticket has already been opened"? As I explained in my post, I have contacted Customer Support twice. Both times they promised to "open a ticket" or something along those lines, but both times, nothing has happened.
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Dennis, Mobile Master

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Social media, because it will be the social media team that will own the problem and will follow up. The Koodo Community is part of the social media group at Koodo.
Do not worry, your message through the link will be strictly private and confidential.

Since nothing happened I would assume no ticket was open
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Richard Whitehouse

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I just wanted to thank everyone (Sophia, Tayeb A, Dennis) for their help, and to let you know what happened.

My ebill downloading problem is solved now.

I'm not able to pinpoint the cause of the problem, and I don't really know what specifically got fixed, but I can at least describe the steps I took to fix it.

I was told that Koodo Customer Service was unable to reproduce my problem, and so they suggested upgrading my Internet Explorer and Adobe Acrobat Reader software.

I decided I should try downloading the ebills from another computer, to see if that worked. I went to my local Staples store, where you can buy time on a computer. When I did that, I was able to download my Aug/14 and Sept/14 ebill files. The Staples computer was running Internet Explorer 8. My home computer runs Internet Explorer 9. So, obviously, it was not a matter of running the latest version of Internet Explorer.

I went home, and did a Google search about problems downloading .PDF files in Internet Explorer. One of the sites mentioned running 'Reset' in Internet Explorer. So I did that. (From Internet Explorer Tools menu, select Internet Options. Select Advanced tab. Click Reset button (select the Delete Personal Settings check box).

After 'resetting', I could download my Aug/14 and Sept/14 ebills. Unfortunately, I do not know specifically what was changed that actually solved the problem.

I should mention that it seems that as of August 2014, there was a change to the Koodo Ebills, it is mentioned in the August Ebill ("Brand New Look" etc.), including the ability to convert pdf to word or excel online. Perhaps that's a contributing factor. I thought that changing my phone number on Aug 18 was a contributing factor, but now I think that was just a coincidence. The more likely cause is the change to the way the Koodo ebills are created/formatted/etc.

Anyways, thanks for your help.

Richard Whitehouse
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Chris Petersens

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Well, I'm glad things got resolved for you Richard. I'd be really surprised if koodo's reformatting had anything to do with it. I believe lots more people would have written up a post here if that was the case. We have 3 phones and 5 different computers with using 4 types of browsers. :-) Nobody encountered challenges downloading their pdf files from koodo. I guess the exact cause may remain an unknown.
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Richard Whitehouse

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Are familiar with statistics? How about the debugging process?
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Chris Petersens

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I'm just a customer like you. :-) What I told you is our personal experience.

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