Data usage is incorrect

What phone are you using?

Are you saying every day, week, and month your cellphones Data usage counter does not match that of Koodo’s self serve usage?

Can you post a screenshot of the discrepancy?

Do you know which app is causing the discrepency?  Can you turn off Data usage of all apps except for 1 to see if this continues?

The discrepancy is the data usage in the plan usage page and the actual usage using “usage history” I am posting 3 screenshots showing the data usage from  plan usage for Mar 3, the actual usage using the “usage history” link, and the data usage from  plan usage  for Mar 4. As you can see, the extra 100MB has been deducted but it took 3 days for the correction/update. My phone is iPhone 14 Pro and cell data has not been turned on since Feb 26.

I think I have a better understanding now.

The data usage is corrected eventually and you are able to use your allotted data.

I do have some follow up questions.

• I see your billing cycle started on Feb26, but you said your data usage on the plan page corrected itself on March 4 after 3 days.  This means the false data usage is displayed on March 1.  So does this mean on Feb 27 and 28 the data on the plan usage page is correct?
• Does this happen in other months? 
• Have you used data that was halted because of this error?  Basically, is this a display error or does your data stop like it has run out due to this issue?

Yes, data on plan usage page was correct on Feb 27 and  Feb 28. 

This discrepancy has been happening for quite a few years every month but initially the  increase was usually about 10MB, and only started to increase by 100MB about 5 months ago, coincidentally when I switched from iPhone 8 to iPhone 14. The instant increase to my usage happens as soon as I turn on cell data, or in the case on Mar 1 when there was data leakage of .01MB since my cell data was off on that date (has been off since Feb 26).

 Fortunately, so far I haven’t exceeded my allotted 250MB so don’t know whether my booster data would kick in because of this error. And my concern is that this would probably happen and I wouldn’t get my booster data back.

I don’t know if this error can be rectified as on Feb 10 I tried to explain to tech support about this discrepancy and he hung up on me.

Let me flag this to a rep for you

Hello ​@chilco 

Unfortunately we do not have access to prepaid accounts here, on the Community. We would recommend scheduling a call-back through our Koodo Assist so that our dedicated team can investigate the situation further. 

Hi ​@chilco, we do not have access to prepaid accounts here so we cannot confirm for your account but, generally, to facilitate data usage, devices will reserve data in advance. For Koodo, the reserved amount is 100 MB. If the data is not used or the data session closes, the reserved amount is restored back to your data bucket. 

Thanks George. I have some questions about reserved data and how it works.

What if the data has not been restored back to my data bucket and I have exceeded my allotted  250MB, would data be taken out of the reserved amount? In other words, let’s say the  data on my plan usage page shows 250MB but it is actually 150MB + 100 MB reserved, what happens if data usage has to exceed  250MB while 100MB is on reserve?

I would appreciate some clarification.

The data is reserved for usage, it is not permanently held. If usage occurs, the reserved data will be consumed first before getting to the rest of your data bucket. 

I guess I didn’t explain myself well. I didn’t think that the reserved data was held permanently. You said that if usage occurs the reserved data is consumed first. This does not happen, because when I use data, my plan usage page will show the actual data used plus reserved 100MB.  Then after a few days the 100MB is restored and plan usage page is updated to show actual usage. So I am hoping that in the event I have to exceed 250MB while 100MB has not been restored, that my data will not be cut off or that my booster data will be used. Hope this makes sense, and thanks for your prompt response.

Happy to help! I’d love to assist more but I’m not certain about the specifics for your account with the booster as we have no access to Prepaid accounts in general here.

I’d recommend speaking to the Prepaid team directly, perhaps even to the tech support team for more details on this. If needed, you can schedule a call-back through the Koodo Assist to get in touch. 

Thanks George and Dennis for your help.  I reached out to Koodo community because I had no success with  tech support. I tried to explain the data usage discrepancy to him, but what I was reading from my plan usage page was not what he was seeing at his end. I even offered to send a screenshot of the page. He hung up on me without giving me a chance to speak to a supervisor. So, reluctantly I will try again and hopefully get someone who can help me.

There has been at least 3 other community users including myself that have posted this EXACT issue, but the threads by those users in this forum have disappeared.  I can’t even access my own topic to link to this post.

Each person has experienced the same occurrence, where exactly 100MB of data is taken from the prepaid data at the moment the base plan renews.  It is always assumed the customer has settings wrong and has background app updates enabled, or some other high data usage happening on a regular occurrence, etc. 

But this is not the cause.  I’m positive of that.  I’m happy to hear that you are using an iPhone, as it also happens on my Android phone.  Therefore, this is not device/platform/manufacturer specific.  This is a problem on the Koodo Prepaid system.  My phone doesn’t track more than a few kilobytes of data usage when this deduction of 100MB happens each plan cycle. 

This is the first I’m hearing of the 100MB as “reserved data”.  But I concur it is permanently taken from the data balance and not returned.  I have been with Koodo Prepaid long enough to remember when the system did take 5MB when you enabled data for the first time in a cycle and it DID correct itself overnight for the following day.

Koodo’s Prepaid support line was not able to help me either.  I resorted to posting in this community hoping that Koodo will take notice, however they have not noticed.   Koodo Prepaid is great otherwise, but it seems very hard to alert them to any concerns and be taken seriously.

Chilco reported that the 100MB is restored. But it doesn’t ever get restored for you, ​@CJW9999 ?

Correct, the included base plan data never reverts to a number close to 0MB used (as I mentioned this happens upon base plan renewal where the included data would been reset back to what is included in the chosen base plan).

Spoke with tech support today. 100MB is reserved data (this was increased from 10MB to 100MB in 2024) and will be restored eventually to data bucket. Just had mine restored after 5 days. In the event that my plan data usage goes above my allotted 250MB while 100MB is on reserve, my booster would not be affected and data will be taken from reserve. There is a lot of upgrading happening now with Koodo Prepaid, so the agent told me that there might be problems with plan usage page, passwords, PINs, etc.

CJW9999 you might want to talk to tech support again about your missing 100MB as the agent told me to call back if mine is not restored.

Sorry I missed this 10 days ago. Yes if you’re still missing it, go to Koodo Assist Prepaid to schedule a callback to get it sorted out.