Forum Discussion
Used Up All High Speed Data
I received a text message this morning saying I had "used up all of your high speed data". We have two devices each of 200Gb data. This was less than 24 hours into my new data/billing month. ...
TELUS_Support
Official Support Team
Official Support TeamUnfortunately, even with known glitches, it can take time to identify, fix, and implement a permanent solution. If you'd like for us to view your data, send us a private message and we can confirm that for you.
There was nothing wrong with the data, as I said I hardly use any of it.
Our data reset itself about 18 hours after I got the original text.
However, another new problem has occurred. I have auto-payments set up, the funds were taken successfully and got a zero balance on the app. However, today the zero balance vanished and says I still owe for last months bill - the amount of what was already paid followed by a red exclamation mark. I've had this issue before and that vanishes in a day or two but these things shouldn't keep happening, its very tedious. The service with mobile and home is always good but the administration and billing part is getting on my nerves.
- TELUS_Support
Definitely not the experience we want our customers to have. Feel free to send us a private message if there's anything you'd like to discuss and we'll be here.
Another app issue has occurred this afternoon. The mobility bill is now showing the correct amount but when going to the “home” account it’s showing the exact same amount as mobility. Our home bill is $30 less than mobility. Something is going wrong with your app.
- TELUS_Support
Have you tried resetting the cache on the app or uninstalling and reinstalling it? Sometimes that fixes the presentment issue. Can you try doing that?
This issue was never resolved. I did a chat via the app with an agent but they were more interested in marking the issue as resolved than actually dealing with it. No one called me as promised. The admin behind Telus is really awful, so fed up of this. I know not to be helpful and report an issue in an app workflow again.
I have written your colleagues via the Messaging part of the app. There are two issues:
Data: At the beginning of the billing period I am told there is no data left in my plan, which is not the case. After a while it does reset itself but it is misleading and worrying.
Billing: The price for the next bill appears with a red exclamation mark. It states that I haven't paid the bill for the previous period, which I have. So, there are roughly two days when a new bill price appears with the "pay by date" for the previous period. When going to view the PDF bill it still shows the invoice for the previous period.
Obviously there are workflow issues that need to be addressed in the app. I have asked for this to be checked out. Your colleagues keep pressing me to "resolve" the issue but I can't do that unless I know its been fixed, which won't happen until the next billing period.
Thanks for your time.
Steve
