topic Re: Data usage doesn't go with the oldest add-on first in Get Support

Data usage doesn't go with the oldest add-on first

Coryl1 — Mon, 04 Sep 2023 00:24:06 GMT

After accidentally buying two of the 3GB add-on, when I was just trying to browse the add-ons (and the "pay now" button is oh-so-conveniently there), I tried to ask for a refund. Standard "no refunds, we're a prepaid company", so that's fine, I'll put up with paying 67.80 for data I don't need, maybe I'll spend some more time out of the house for the next while.

But they also said I had used part of the data already. This confused me, because I had data leftover from a 1GB top-up a while ago, so why didn't that get used for the few seconds I was using data at the start of today's road-trip?

Apparently, they will NOT use data in a specific order, so they'll just allocate it/take it from whatever add-on, no clear policy on that at all.

Editing to add: Data add-on with "60/60" for a double purchase of two 3GB add-ons apparently expires in 30 days anyway. I am waiting escalation to the manager, who is off today (3 Sep)

Re: Data usage doesn't go with the oldest add-on first

hTideGnow — Sun, 03 Sep 2023 22:07:27 GMT

hi @Coryl1 reply agent and ask them to escalate. they are usually flexible and willing to gell

Re: Data usage doesn't go with the oldest add-on first

will13am — Sun, 03 Sep 2023 22:17:13 GMT

@Coryl1 , for housekeeping it might be nice to see one add-on used up before proceeding to the next. Otherwise I don't see any difference. As long as the partly used add-ons do not drop out, the total available should remain accurate.

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:20:52 GMT

Yeah one would think they could reasonably credit you (not refund) the second mistaken purchase. That's pretty nasty of them not to. As for order of use, I'm not sure the community has reasonably settled that question. I have an original data add-on still. I've received data freebies. Then more freebies. It's the middle one that seems to be currently used. Not sure of the rhyme or reason.
And further corroboration of buying another add-on makes it all extend the day counter. Interesting. So you do have 60 days for all that 6gb. That would go past your next-next renewal if you run out on your next renewal.

Adding - I wonder if it could be argued to save the non-expiring data and use the expiring first.

Re: Data usage doesn't go with the oldest add-on first

Chalupa_Batman — Sun, 03 Sep 2023 22:19:06 GMT

I agree with @hTideGnow .

Reply back and say you're asking this be escalated. You purchased the add-ons by accident and you reported it right away. They have some flexibility with refunding. They should also consider your time as a customer with PM.

With regards to which allotted data is used first, I call BS. First goes what your plan is which is 250mb. Then your first add-on purchase. It should not even touch that "accidental purchase". HOWEVER with that being said, both your screen shot and the CS Agent state there is 100mb left... that may not be up to date accurate is if I remember correctly stats are updated every 12 hours. So you MAY have already used up the 1GB data and it started on the added data. I'd ask for at least 1 of those refunded and you'll take more care when browsing the add-ons in the future.

Re: Data usage doesn't go with the oldest add-on first

Coryl1 — Sun, 03 Sep 2023 22:23:22 GMT

The agent said it was 100mb on their end. Even if the information is from midnight, it wouldn't have been more than 100mb for today's usage. My phone shows 308mb used from Aug 13-Sept 12; I update my phone's tracking of it every pay period so the dates line up. Even with a small discrepancy, it's unlikely I finished off the 1GB yet.

Re: Data usage doesn't go with the oldest add-on first

Coryl1 — Sun, 03 Sep 2023 22:25:03 GMT

I haven't been able to get an answer yet on what the 60/60 means. I don't know if 3GB expires after 30 days, or if it all will last me for 60 days. I've asked twice now about that and will update if they finally answer what it means. I could understand using the expiring data first; I hadn't thought about that.

I will try escalating to see if I can get it credited, but I have doubts.

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:28:14 GMT

Have you clicked the little spinner refresh icon lower down? If so then the agent is lying. That front page counter is accurate. It shows you've used about 20megs of that 6gigs.

Adding - the 60/60 is the day counter. You just bought the add-ons so you're at the start. My guess is that all of it will last the 60 days. But no one has fully tested that aspect.
If only just one add-on. Then that day counter should be #/30.

Re: Data usage doesn't go with the oldest add-on first

Coryl1 — Sun, 03 Sep 2023 22:27:42 GMT

Yeah I clicked it a few times before taking the screenshot for this post and for 90 minutes ago when I sent them my screenshot to ask why it wasn't used. Agent says "around 100mb" so maybe that means "130mb" to them.

Re: Data usage doesn't go with the oldest add-on first

hTideGnow — Sun, 03 Sep 2023 22:29:50 GMT

hi @Coryl1

instead of spinner, try using Incognito/private/secret mode to check again

Re: Data usage doesn't go with the oldest add-on first

Coryl1 — Sun, 03 Sep 2023 22:33:03 GMT

Yeah it shows the same

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:35:39 GMT

I've always "trusted" the spinner. What does your phone say for the last 24 hours or since you bought the add-on?

Adding - lol - say - for data usage.

Re: Data usage doesn't go with the oldest add-on first

softech — Mon, 04 Sep 2023 05:14:04 GMT

No, never trust the spinner. And there are so many spinners to click one at a time, and there are section with no spinner to refresh. Always trust the browser mode more

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:39:30 GMT

@softech- Do you really want to fight about this? You play your way, I'll play mine. I never use incognito. When I'm testing usages and minutes and such, I click the spinner and see the new usage. But hey you do your thing and leave me alone.

Re: Data usage doesn't go with the oldest add-on first

hTideGnow — Sun, 03 Sep 2023 22:42:27 GMT

hi @dust2dust @softech

LoL no fight you two. . Just personal preference

but yes @softech , tell PM they need to do better job on page refresh

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:43:35 GMT

@hTideGnow wrote:
tell PM they need to do better job on page refresh

100%

Re: Data usage doesn't go with the oldest add-on first

maple_leaf — Sun, 03 Sep 2023 22:52:58 GMT

Hello @Coryl1 , I've had a look at your screenshot. This is only my interpretation of what may be happening here:

Screenshot shows 0.4% of your data add-on used. Data add-on (3GB x 2) = 6GB
6GB * 1024MB (per GB) = 6144MB
6144MB * 0.4% = 24.576MB

Possible reasons:

Your data add-on bucket is utilized first because it has a 60 day expiry

Please let us know what the reply is from a Customer Support Agent.

Re: Data usage doesn't go with the oldest add-on first

dust2dust — Sun, 03 Sep 2023 22:48:02 GMT

@maple_leaf- The counter counts down like roaming add-ons. 15/15 down to 0/15. Your math is out by a decimal point. 6144 * .004 = 24.576

Re: Data usage doesn't go with the oldest add-on first

maple_leaf — Sun, 03 Sep 2023 22:54:00 GMT

Thanks @dust2dust , I'm tired 🙃

Re: Data usage doesn't go with the oldest add-on first

Coryl1 — Mon, 04 Sep 2023 00:34:17 GMT

This customer service agent says they will expire after 30 days, so the 60/60 is incorrect or the agent is incorrect. I have escalated and the manager is off today, so I don't know when this will get more attention.

The 24mb is probably from when I was waiting on the page to load after I immediately hit backspace to try and stop the transaction from going through, so I was still on data (to try and top up my data for today's trip) and the web page was loading. Ironic that the only webpages that load instantly are the payment pages.