MyRogers not allowing data manager to limit bonus data.

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I've Been Here Awhile
Posts: 2

MyRogers not allowing data manager to limit bonus data.

Not sure if this is currently being worked on or not but it sure is annoying. I currently have a plan which includes 1GB of data but also comes with a few GB’s of bonus data. In the Data Management screen I am unable to control the bonus data and am left with the 1GB to control amongst the users on my account. The app does reflect my bonus data but greys it out when it comes to controlling who gets what. Is anyone else having this issue?

 

 

***Edited Labels***

Moderator
Moderator
Posts: 1,071

Re: MyRogers not allowing data manager to limit bonus data.

Good afternoon @User2145!

 

Welcome to our Community!

 

Good news! This is a known issue that should only impact your first billing period after a plan change. It should correct itself when your next billing period starts. As long as you stay within your plan limits, which includes the bonus data, you will not be charged for overages even if the app says otherwise. 🙂

 

If you're into a new billing period since the plan change and the issue is persisting, we'll need to escalate a case to have it fixed. Please PM us if that is the case! If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

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I've Been Here Awhile
Posts: 4

Re: MyRogers not allowing data manager to limit bonus data.

hi I'm having the same problem.   We changed our plan (new phone) in mid October.  We're now in billing period Nov2-Dec2,  but the bonus data is still not part of the Data manager.... rendering it nearly useless.   

Has this problem actually been solved or not?

I've Been Here Awhile
Posts: 2

Re: MyRogers not allowing data manager to limit bonus data.

From what I can see it has not. I’ve just pm’d the mod now. I completely forgot about this until now.
Moderator
Moderator
Posts: 1,071

Re: MyRogers not allowing data manager to limit bonus data.

Hello @andypindera!

 

Welcome to our Community!

 

If you've been unable to see all your available data, we should check your account to make sure everything is in order and escalate a case for further investigation if need be. 

 

I know being able to properly manage your data is highly important so please PM us @CommunityHelps so we can check into this for you. If you're not familiar with our PMing process, you can find instructions here.

 

Regards,

RogersCorey

I've Been Around
Posts: 1

Re: MyRogers not allowing data manager to limit bonus data.

I'm having issues too with the bonus data. The app isn't displaying the bonus 15g data I should have and said I was 5.8 gb over my data limit to the tune of $610 in overage charges
Moderator
Moderator
Posts: 278

Re: MyRogers not allowing data manager to limit bonus data.

Greetings @Qjackz!

 

Welcome to the Rogers Community Forums and congratulations on your first post! 😄

 

Having the ability to manage your data usage is always very helpful! I'm all for anything that will help me avoid any unnecessary data overages!!

 

When it comes to adding a data top-up or having bonus data that is included in your shared price plan--if you just made a change to your bonus data or price plan, or if you have recently added/removed a new line on your Share Everything Plan, then this will limit your access to the Data Manager until your bill cycle resets. You may also have to wait until your next bill cycle before you can view your data allotment.

 

Another thing to keep in mind when setting data alerts is that it must be done BEFORE you have exceeded your plans data usage limit. For example: If you have 5GB of data and 1GB of bonus data, you can’t set an alert at 5.5GB on any individual line.

 

System Requirements:

• The MyRogers App - iOS 8 or greater and Android 4.0.3 or greater
• Rogers.com - must be using the latest browser version 


Aside from the above mentioned, you should be able to see your bonus data details displayed through your MyRogers profile, both on the app and on rogers.com. 

 

If you meet all of the requirements and are still experiencing issues, then there could be another problem at play. If you would like us to review your data plan details with you, feel free to send us a Private Message to @CommunityHelps to get started. 

 

For more information on how our Private Messaging system works, please CLICK HERE.

 

Thank you!

RogersLaura

I Plan to Stick Around
Posts: 50

Re: MyRogers not allowing data manager to limit bonus data.

It is the same issue with me, it's already been a billing cycle passed and my Roger's shows my bonus data but it only let's be set the data manager alert to the data I have before the bonus which suck as I have the 2gb plan with 8gb bonus so the max alert I can currently set is 2gb lol which doesn't really help me
I've Been Here Awhile
Posts: 4

Re: MyRogers not allowing data manager to limit bonus data.

Yes - still suffering the same problem - I followed their suggestion re Community Helps,  which somehow just patched me the tech help, which opened a ticket, and many days later I got notice the ticket was "closed" .  When I called to ask what the resolution was , they didn't resolve it ,  just closed the ticket.  Hope you have better luck - keep me posted .

I am not pleased with Rogers customer service.

Moderator
Moderator
Posts: 2,043

Re: MyRogers not allowing data manager to limit bonus data.

Good evening @daniel10 & @andypindera,

 

Thank you both for posting! 

First of all, I want to apologize if this process caused some confusion or inconveniences. We most definitely want to help you shed some light on how to use your Data Manager.

 

Technically speaking, your Data Manager -

  • Works With: Bonus data offers and Monthly Data Top-ups
  • Does Not Work With: Bonus data when setting an alert level (e.g. if you have 5GB of data and 1GB of bonus data, you can’t set an alert at 5.5GB on an individual line).

Data bonuses and Data top-ups will not appear in MyRogers on the first day of your bill cycle.

Your additional data will update on the second day of the bill cycle each month.

 

From the tests we've performed, the data alert, on an individual line, is limited to the core data included in your plan. However, you can set an alert for each one of your lines.

 

For further assistance, please specify the quantity of data included in your Share Everything plan, as well as the Bonus Data amount and the alerts you're trying to set. We want to guide you through the setting of your alerts, if the need may be.

 

Hope this helps!

 

RogersMaude