Data Limit Reached

Data Limit Reached

Data Limit Reached

SOLVED
burleyk
I'm a Participant Level 3

Data Limit Reached

Hello!

 

I contacted Fido by phone as my data had somehow jumped up to 6GBs over the last 24 hours when my limit it 500MBs. My data was turned off and locked so by Fido when this happened and I was sent a text message warning me of such. I have never gone over my limit this significantly and was looking for some answers as to how this could have possibly happened. I do not stream tv, movies or music on my phone. At work and at home I am connected to wifi and look at Facebook and Instagram on my phone sparesely as I have daily access to a computer to do so. I was told repeatedly there is nothing Fido can do to look into this which I find hard to believe is true. The person I was talking to on the phone gave me tips for an Apple device when I use a Samsung. I didn't feel like she actually made an effort to pull up my account and look into things properly. Is it truly not possible that Fido has no ability to look into what could have caused my data to exceed so rapidly or at least give me some sort of idea of what may have happened? I have been a customer since 2012 and expected much more assistance with this matter. It also is making me very suspicious as I have been called DAILY by Fido representative for the past 3 weeks to offer me a new plan that would give me 3GBs of data instead of the 500MBs I have now (for a larger monthly charge than where I currently stand). When speaking to the Fido representative on the phone yesterday about my data issue she even brought this offer up again. It made me feel like I was being done over by Fido to force me to pay more on my bill this month and sign up for a more expensive plan than I am already on.

 

Any ideas on this?

 

 

 

Accepted Solution

Re: Data Limit Reached

Solved by Former Moderator FidoAmanda

Hey burleyk!

 

I'm sad to see that you've been given the impression that our representatives weren't trying to help you! We take your comments very seriously. That's definitely not how we want our customers to feel!

 

I can assure you that we only bill you for what you use. All the usage billed is valid data transmission performed on your phone with your Fido SIM card through our network. 

 

It's important to keep in mind that the data tracking in your phone settings may not be set up to follow your actual billing cycle so it might not be giving you an accurate idea of your usage within your current cycle. 

 

You can check out this page for tips on how to manage your data usage. 

 

Hope this helps!  

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Are you using an iPhone?


burleyk
I'm a Participant Level 3

Very funny Wink

I have a Samsung like I stated above S6.

burleyk
I'm a Participant Level 3

I should also add that I have reviewed the Data Usage option on my phone that breaks down how much data I have used and with what apps and it doesn't add up to the data I am said to have used so far this month. Not sure if that matters but I meant to mention it above.

Sorry I missed that I was reading on my phone. That's strange for an android device. Until it gets figured out you should enable the data limit on the phone to avoid this happening again.


Hey burleyk!

 

I'm sad to see that you've been given the impression that our representatives weren't trying to help you! We take your comments very seriously. That's definitely not how we want our customers to feel!

 

I can assure you that we only bill you for what you use. All the usage billed is valid data transmission performed on your phone with your Fido SIM card through our network. 

 

It's important to keep in mind that the data tracking in your phone settings may not be set up to follow your actual billing cycle so it might not be giving you an accurate idea of your usage within your current cycle. 

 

You can check out this page for tips on how to manage your data usage. 

 

Hope this helps!  



burleyk
I'm a Participant Level 3

I finally reached someone at Fido yesterday that was able to tell me exactly when (date and exact time) my large data usage was occuring. She took her time and actually opened up my account and looked into the issue I was describing. Not sure why the first 2 people I talked to said this wasn't possible, but I was lucky to finally get a very patient and helpful agent! We were able to comfirm it wasn't anything I was doing with my phone. She walked me through multiple steps on my phone to make sure I had I didn't have anything turned on that would let my data rack up (which I did not). She put me in touch with Samsung directly as it seems to be an issue with my actual phone. Glad to have this in the process of getting resolved!

Hi @burleyk

 

I'm glad that you were able to get this sorted out. Smiley If you need anything else, let us know!