Total data on my plan doesn't appear on app

Reply
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

Total data on my plan doesn't appear on app

Why has my data usage changed suddenly - it has been reduced from 4GB to 2GB even though in the Fido App it still shows 4GB Plan but under usage it says 2GB. 

 

https://ibb.co/Qn7LcX8

 

PLAN DATA 3GB Fido Pulse + 1GB Bonus 4GB TOTAL Monthly Data 

 

is what it says but it says 2GB on the Usage tab on the Fido App. 

 

Thanks

 

Flag this to a Moderator
Message 1 of 13
266 Views
Highlighted
Moderator
Moderator

Re: Total data on my plan doesn't appear on app

Hey @nixi!

 

Thank you for reaching out to us through the Fido Community!

 

I have a few questions for you!

 

Did you have any promotional data offer that might have recently ended?

 

Did you change your plan?

 

Did you put an end to a data top-up?

 

Let us know!



Flag this to a Moderator
Message 2 of 13
225 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

Re: Total data on my plan doesn't appear on app

Hi @FidoDaniela !

 

No promotion offer that recently ended

 

Plan was not changed

 

Never put an end to top up.

 

Still shows in my Fido App 3GB + 1GB Bonus Fido PULSE Plan but then shows only 2GB of Data on the app. 

fido-data.png

Flag this to a Moderator
Message 3 of 13
162 Views
Highlighted
Moderator
Moderator

Re: Total data on my plan doesn't appear on app

Hey @nixi!

 

Thanks for the info. Do you see the same information on fido.ca or is it accurate there? Also, have you tried deleting the app and installing it again?



Flag this to a Moderator
Message 4 of 13
154 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

Re: Total data on my plan doesn't appear on app

It is different on fido,ca only shows 2GB  
 
PLAN DATA

Data that comes with your plan

1 GBfromFido Pulse 1GB - MediumplanIncluded
+1 GBbonus$0.00

 

Flag this to a Moderator
Message 5 of 13
149 Views
Highlighted
Moderator
Moderator

Re: Total data on my plan doesn't appear on app

Thanks for clarifying @nixi!

 

If you look on your bill, does it show 2GB or 4GB?



Flag this to a Moderator
Message 6 of 13
132 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

Re: Total data on my plan doesn't appear on app

Shows 3GB Pulso 1GB Medium Plan + 1GB Bonus on Bill.

 

App shows current data usage out of 2GB

Flag this to a Moderator
Message 7 of 13
119 Views
Highlighted
Moderator
Moderator

Re: Total data on my plan doesn't appear on app

Hello @nixi

 

Have you tried logging out and back in to your profile? You can do this on the website and on the app.

 

If you continue to have this issue, you can always contact us over these methods.

 

-FidoAnthonyZ

 



Flag this to a Moderator
Message 8 of 13
100 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

Re: Total data on my plan doesn't appear on app

yes no different and no change after reinstalling app or testing on ipad app shows 2gb quickly declining but 4gb under data details. 

Flag this to a Moderator
Message 9 of 13
86 Views
Highlighted
Moderator
Moderator

Re: Total data on my plan doesn't appear on app

Thanks for confirming @nixi!

 

Is it possible your data bonus was a promo that ended? If a promotion is coming to an end you'll be able to see this on your last few invoices.

 

We'll also be more than happy to check out your account to see what could be causing this and work towards a resolution. To get this looked into asap please get in touch with a customer care specialist via one one of methods found here

 

If you prefer, a PM can also be sent to you here on the Community. Just let us know and we can do that Smiley 



Flag this to a Moderator
Message 10 of 13
65 Views