MyRogers app no longer stopping data via data manager

[Ehv8rr]

We regularly use the mobile app to pause data on our kids phone successfully. Recently, the feature has stopped working. When we turn off data, the kids get a mobile message that data has been stopped, however the data remains accessible. We have confirmed that they are not connected to wifi or a hotspot. To make matters worse, the used data total no longer tracks.

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[RogersTony]

Hello, @Ehv8rr

Welcome to the Rogers Community Forums! 🙂

I know how important it is to be able to effectively manage your data usage on your wireless plans.

It is strange that the data is still working after being turned off in the data manager. We'll need more information in order to assist you.

• Can you confirm if all apps are still accessible via data or is it just specific apps? If it is specific apps, which ones are still working?
• Are they able to browse the internet using an internet browser like chrome or safari?
• What type of device are they using?
• When did you first notice it stopped working?
• Have you tried turning off the data on any of your other devices to see if it's still accessible?

Is there anyone else in the community who is experiencing this issue? Feel free to chime in with any potential solutions you may have found.

RogersTony

[Ehv8rr]

Yes - all apps requiring data are working
Yes - safari browsing works
iPhone XR
Became aware of it 2 days, appears to have stopped working within past 7-10 days
Yes - we have tried pausing data on other devices/phones via the app and it worked correctly as they data was no longer accessible.

[RogersTony]

Hello again, @Ehv8rr

Thanks so much for providing us with more details.

We'll need to take a closer look at this for you to see what is causing the data manager block to fail.

Please send us a private message @CommunityHelps so we can get started on this for you. Not familiar with our private messaging system? No worries, click here.

RogersTony