topic Re: Add-On Data usage error in Get Support

Add-On Data usage error

adamskip — Mon, 05 Feb 2024 18:08:02 GMT

On December 27 I purchased one GB of Add-On Data. My data history says I used 372.5 of my Add-On Data since Dec 27. Yet my Add-On Usage History shows that I have no Add-On data left. Please explain.

Re: Add-On Data usage error

hTideGnow — Mon, 05 Feb 2024 18:10:57 GMT

HI @adamskip

data add-on you purchased now has a 30 days expiry. So, if you bought on Dec 27, it would have expired on Jan 26. Yes, its not good with the 30 days expiry, so just buy enough data add-on for the rest of the cycle, no point to buy extra

Re: Add-On Data usage error

adamskip — Mon, 05 Feb 2024 18:40:43 GMT

A 30-day expiry date! That's outrageous. I also purchased a Canada-wide Long Distance Add-on on Dec 27. Fortunately that hasn't expired. Maybe that's to come.

Thanks for replying.

Re: Add-On Data usage error

hTideGnow — Mon, 05 Feb 2024 18:48:08 GMT

HI @adamskip

yes, that policy was changed around May 2023

and yes, only data add-on as a 30 days expiry. Long distance add-on remain the same, no expiry and can be used until all used up

Re: Add-On Data usage error

adamskip — Tue, 13 Feb 2024 14:50:50 GMT

That policy change was not clearly conveyed to customers. And certainly not when I purchased it. Also, I purchased a data add-on last spring and it did not expire after 30 days.

Re: Add-On Data usage error

hTideGnow — Tue, 13 Feb 2024 15:16:24 GMT

HI @adamskip

actually, it shows clearly about the 30 days:

Data add-ons expires after 30-days