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*** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Sorbz62
I Plan to Stick Around

I just received a text message from Rogers stating that I had used 100% of my 4Gb data limit.  I thought this was very strange as  I NEVER use it all and was only 20th March when I received the text.  On investigating in the settings of my S5, I saw that Google+ had used 1.8Gb just the night before!!!  

 

Firstly, although I have a Gmail account, I do not use Google+ (what is it?) and secondly the phone recently updated itself to Android 5.0 Lollipop, which presumably switched on the Google + thing.

 

I contacted Customer Services this morning, who siad that there is nothing they can do, it is my fault for not changing my settings and that the updates are not done by Rogers, which is a blatant lie as the OEM is no longer responsible for updates, rather it is the phone company:

 

http://www.androidheadlines.com/2015/02/rogers-revises-android-5-0-lollipop-update-schedule-several-...

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Android/thread-id/26850

 

So, I wish the following:

 

a.  As I did not use the data myself, or in fact had Google + switched on at all before the update (if that is what did so), I want the 1.8Gb refunded onto my account.

 

b.  All overage charges to be waived.

 

I am sick of such issues with Rogers and the quality of customer service is terrible, however polite the individuals are. I often get incorrect information and lied to, such as above.

 

Rogers - please answer or this will be raised to a complaint.

 

 

 

 

***Edited Labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

 

Hi @Sorbz62 

 

I’m sorry to hear about your experience with your data overusage.

 

I’d like to help by looking into this for you. I’m going to have someone reach out to you in Private Message, please check our Messages from the Envelope icon in the top right hand side of your screen.

 

 

Thanks!

 

@RogersPrasana 

View solution in original post

11 REPLIES 11

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Meowmix
I'm a Trusted Advisor

Hello Sorbz62

The carriers and manufactures work together for the updates. The manufacturer sends the updates out to the carriers and then the carriers send it out. Rogers ads their bloatware into the update to see if it works on the networks. Google+ is from Google and not the carriers. Every Android has this feature. It shouldn't be using that much service UNLESS you had something turned on while syncing and u were using LTE or ur data and now WiFi. Unfortunately they won't be able to see what exactly it was using in Google+ but if u search Google+ in Google u will see what it it... 

Unfortunately they won't be able to refund u the 1.8gb back to you but i am sure they can refund the amount or most of it. You can contact one of the mods on here or they can send you a PM and see what they can do for you.

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

 

Hi @Sorbz62 

 

I’m sorry to hear about your experience with your data overusage.

 

I’d like to help by looking into this for you. I’m going to have someone reach out to you in Private Message, please check our Messages from the Envelope icon in the top right hand side of your screen.

 

 

Thanks!

 

@RogersPrasana 

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Sorbz62
I Plan to Stick Around

Thank You very much.

 

My normal creed is "There is always something that can be done" and I am grateful that you are looking into this for me.

 

Cheers,

Jim

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Sorbz62
I Plan to Stick Around

I replied to the PM message with my details but ....

 

I do not know my account PIN???

 

Jim

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Meowmix
I'm a Trusted Advisor
Hello Sorbz62

when contacting Rogers, do they ask you for a PIN so they can access your account? If they do not ask you for a pin number then leave it blank as then you do not have a PIN number.

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Sorbz62
I Plan to Stick Around

Thanks

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Meowmix
I'm a Trusted Advisor
Hello Sorbz62

You are welcome! Hopefully the Rogers rep that contacts you can help you out more & resolve the main issue!

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Sorbz62
I Plan to Stick Around

Thanks veryone for your advice.

 

I just received the following PM from Rogers:

 

Thanks Rogers and the team for understanding me in this issue and I will positively report this to others.

 

BR,

Jim

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Meowmix
I'm a Trusted Advisor
Hello Sorbz62

Glad to hear its been resolved & you do not have to pay the charges! Again as the team said be mindful on the apps you use & if you are downloading anything or syncing anything, best to do it over WiFi!

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

Niagaradon
I've Been Around

Same thing happened to me. I have wifi and I accepted the download application. I got two simultaneous  texts...1st said I reached 91% data usage and I need to add addtional data to avoid normal usage charge before reaching 100%. The 2nd text, which came simultaneously, said I reached 100% and normal usage charge will apply. As I was reading this text, I received another text stating that $30 addtional usage has just been added to my account. All in 2  minutes.  I immediately  called and was told in a snickering manner, my wifi must have had a week signal and my phone automatically used the phone's  internet. And the android download took 1.2 GB. She said there is nothing I can do. I told her to cancel the internet. And she said I am committed for another year, I will have to pay $400+. Are you guys scamming us???? What a company. When my year is up, I  will buy a $100 phone card at 7-11 and will get a free phone. And that $100 will  more than pay for the text and phone I use in a year. My current phone will be used for internet ONLY on  wifi. Goodbuy Rogers,  it was a pleasant 10 years with you. And to add salt to wounds, the call centre I called may not have been in Canada. Sign me one of your most disappointed customer. 

Re: *** POTENTIAL COMPLAINT* 1.8GB data used in 1 night by Google+ - WHICH I DO NOT USE!!

OLDYELLR
I'm a Senior Advisor

@Niagaradon If you're not made of money and don't mind spending it, go into your phone's settings and disable wifi assist, or whatever it is that reverts to data when it thinks your wifi speed isn't good enough.


Rogers PayGo. Location: S-W Ontario
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