Hi, I need a callback from a live agent regarding a billing-cycle and data-pause issue on my line. My plan is 100GB. My previous cycle ended after I used 100GB, which is fine. A new bill cycle then started and Self Serve now correctly shows 0.8GB used out of 100GB for Apr 12 to May 11. However, after the “your data is now unpaused” text, I received another SMS saying I had used 100% of 100MB and my data was paused, even though I never purchased any 100MB add-on and the SMS says I spent $0 on additional data. Please verify whether this was an incorrect or delayed automated alert and confirm whether there is any pause flag or provisioning error on my line.
Question
New billing cycle started, but I got a false “100MB used” pause text
+4Does your data still work and does your plan correctly show as 100GB in your self serve account along with it showing x/100GB in your usage?
Hi Allan, My data is working now, and my Self Serve account correctly shows my plan as 100GB. My usage is also displaying normally as x/100GB for the new billing cycle.
The confusing part is that after the new cycle started and my data was unpause, I received a delayed SMS saying I had used 100% of 100MB and that my data was paused again?! Koodo support later told me this was related to a pay-per-use data charge from April 8, although I still do not understand how that was triggered. They have already credited my account for it.
What is still confusing is that my account overview seems to be lagging. It still shows a paused status in the overview, while my usage is already counting normally under the new cycle. The delay and inconsistency between the SMS alerts, account status, and actual usage are very confusing.
Login to the community
No account yet? Create an account
Login using your Koodo Self Serve Login using Facebook
or
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.