Stop alerting customers when they are nearing their data limits.

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  • Updated 4 years ago
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I believe it's fantastic that Koodo offers a text messaging service to alert it's clientele that they are nearing the edge of their allotted data. However the system seems flawed in that there is a significant delay in the time it takes the system to tally up the data and actually alert the user.

It then becomes confusing when shortly after you're alerted at 75%, that you get another alert that you've now exceeded 90% of your allotment and then that you're being charged shortly after that (as the system catches up to your use)

Perhaps a better system should be developed or do away with the 90% warning or all of the warnings.

What do you think?
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Chad Burr, Mobile Master

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Posted 4 years ago

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Ahmad

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Considering the fact the 75% usage notification is often late, I think the 90% one is highly necessary.
For example, I could get a text saying I'm at 75% usage, but it was delayed for hours and I'm actually at 90% but don't know it and go over my data cause I think I have more data. I would want that 90% usage text, even if it came late, to come in so I know to slow down on my data use or check self-serve and see where I'm at.

I think a better idea would be to troubleshoot and fix the system right now so that usage notifications are sent "on-time" or closer to "on-time"
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Chad Burr, Mobile Master

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Yup and it counts mms data which you're not charged for. 3g watchdog can be configured not to count that data.
True, though I think it's funny how agents will try to tell me that mms doesn't use data or using the self serve app don't use your data... Yet you can't use it or send mms without your data on... Thus using up your data... And if you forget you accidentally keep it on... They get ya either way and charge crazy overage costs.
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Jonathan I, Mobile Master

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MMS requires data to be on to work for an HSPA phone and that's the same for every carrier. There's no way around it unless you play around with APN settings on an Android to allow MMS but not other stuff.

They are right in saying that particular aspect of using data or using it on SS isn't chargeable for most plans these days; the issue is things running in the background. You gotta remember to turn it off once you're done...
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Dan Wardlaw

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I'm not that particular on this idea, keep the percentage, etc, as if you take it away you'll have more complaints when people actually go OVER the LIMIT. ie. "Why didn't I get a warning!"
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Ahmad

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^Exactly.
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Chris Petersens

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I don't think the issue is with the text message being delayed, although I'm sure that may happen.

I don't think koodo's billing is actually real time and that maybe the cause for the extra data.That said, when you do go over they do recommend that you check self serve and get an add on. The below is what I got recently on a trip to the US. I guess they were referring to the US data add on.

From Koodo.
You spent over $30 this month using the web. Our data add-on may be a better value. Get it at koodomobile.com/selfserve.
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Chad Burr, Mobile Master

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That's what we're saying Chris, the collection and computation is delayed so the text isn't sent until the system catches up with the use.
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Chris Petersens

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Ok, got it. :-) They must be on an older system then.
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Some random Mobile Master, Mobile Master

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Currently in use at Koodo to keep track of data usage, lol!

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Chris Petersens

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Now that's funny!:-)
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dun mat

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"As of March 25 2014 @ 5:26pm EDT you have used 75% (750MB of 1000MB) of your data allotment".

Simply adding a time-stamp to the message would be a helpful interim solution. (Note that I'm not yet a Koodo customer, so I am inferring from your post this isn't already the way it works.)
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Chris Petersens

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I guess most people, rightfully so, would simply assume the time of the text is within a couple of minutes of when koodo determine their data use.
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Sumaya K.

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Hey Chad, we're looking at different ways on how we can fix this problem. I agree with ya!
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Chad Burr, Mobile Master

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So I'm looking through my self serve tonight and decided to check out data alerts page and frankly it could use a bit of an update.

It needs a disclaimer about the length of time that could lapse between actual usage and receiving the alert.

Clicking " learn more " only suggests 3G Watchdog for Android. But Koodo also carries other platforms and there are other applications available for those platforms.

For BlackBerry 10 devices there is Usage Pro

And for iOS, there is a a plethora ( yes, I said plethora ) of options available

I think a bit of updates would probably help. And the disclaimer would be something we could point out when people inevitably complain about missed or late notifications.

3G Watchdog for Android: http://bit.ly/1lxy81m

Usage Pro for BlackBerry 10: http://bit.ly/R1FleD

iOS Options: http://abt.cm/R1FMW41

Plethora: http://youtu.be/tyBUMntP6DI
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Milly

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A lot of the phones will have a built in "data watcher". Like the S4 for example. You set the data limit and also set a warning when it is close to your data limit. I am in love with this feature. It saves the annoying texts and the late texts they can send you.
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Chad Burr, Mobile Master

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A problem with those counters is they also count mms data so they can be inaccurate. Most platforms have an app available where you can set rules to determine exactly how much data you're consuming.
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Milly

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They can be slightly inaccurate. But it's better than nothing and to get swarmed with texts.
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Chris Petersens

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I agree with Chad though this page needs a refresh: http://help.koodomobile.com/plans-add...

I hope koodo is listening. :-)

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