Shock free data not pausing and there is a charge on my bill.

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  • Question
  • Updated 1 year ago
I got a data overage charge but I am on a shock free data plan?
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meg

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Posted 1 year ago

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Timo Tuokkola, Mobile Master

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There are a couple of possibilities here; the first is that you may not actually be on a shock free data plan. All current plans have begun shock free since it was introduced, but older plans were not updated to become shock free.
If you are indeed on one of the shock free plans, you may have disabled usage notifications at some point. If these are disabled, data will not be paused when you reach your limit. Go to the usage page on the self serve website and click on change data alerts to make sure that notifications are enabled.
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Ranjan, Official Rep

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Hi Meg - is this for the line ending in 18? If so, it is on a shock-free data plan and I see that a data block was applied when you hit 100% of your usage. If you shoot us a private message on Facebook, we'll validate you as the account owner and help look into this with you.