Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

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I've Been Here Awhile
Posts: 3

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

Hi Corey,

Thanks for your reply above.  I've been puzzled by this problem for a while now.  For your information, I also discovered another clue.  I have two Paygo phones, both under my account name.  One is android the other is iphone.  They both consumed 21474 KB at one point in time when no apps were running in the background!  Isn't that just strange?  

 

I did phone the customer services on several occassions when 21474 kb appeared on my data usage log.  However, I've been advised by the Tech support that they "don't" see my data usage transactions therefore they couldn't help me.  *That was the first time I heard of the tech department sees less client information than the client himself?  No wonder they have not been able investigate.  

 

Last week when I spoke to the representative, I had no choice but to upgrade my data package to the higher level.  

Moderator
Moderator
Posts: 1,046

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

Hi @hhu66,

 

You can dispute the usage and request that they escalate a case to investigate the data usage to ensure that there isn't an issue on our end. This something that tech support can do.

 

Regards,

RogersCorey

I've Been Here Awhile
Posts: 2

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

I have several charges at exactly this amount. I don't know what it is, but exactly 21474 KB. We have two lines on iphones and both get this charge, which eventually uses up all the funds in the account.

Resident Expert
Resident Expert
Posts: 2,817

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

@kevinvt : Based on earlier posts in this thread, you will need to call PAYGo to get this looked into. See the following link for instructions:

 

https://communityforums.rogers.com/t5/Account-Support/Can-t-purchase-data-pass/m-p/426891#M22822



I've Been Here Awhile
Posts: 3

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

The reason I ended up coming here look for support was because the Customer Service was not able to provide a clear answer. The burden becomes the customer's who has to further investigate and look for explanations.. I am hoping more people will notice this glitch/bug/billing error/ or whatever, and report it here. Only then will Rogers pick up the slack and do its job. All the system access and database is on Roger's end, but customers are being asked to LOOK into it? 

I'm a Senior Advisor
Posts: 3,480

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

I have always had great service when calling the PayGo help line at 1-800-575-9090. To reach a representative choose option 4, then option 4 again (how to contact Rogers). At the end of the information on how to contact Rogers, you will select option 1 to speak with an a agent.

Hours: Mon-Fri: 8 am to 9 pm EST


SA8300HD, SA8300SD, DTA50, LG-E410B PayGo. Location: S-W Ontario
I'm a Trusted Contributor
Posts: 766

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]


@hhu66 wrote:

The reason I ended up coming here look for support was because the Customer Service was not able to provide a clear answer. The burden becomes the customer's who has to further investigate and look for explanations.. I am hoping more people will notice this glitch/bug/billing error/ or whatever, and report it here. Only then will Rogers pick up the slack and do its job. All the system access and database is on Roger's end, but customers are being asked to LOOK into it? 


Just the way Rogers works sometimes .... I had basically the same reaction from them  when I had a long distance issue with my phone and calling area boundaries . At least you stayed with them to try again  ... Smiley Wink

 

You posted above that you upgraded to the next level to get away from this "glitch" .... did that work or do you still get that charge sometimes ? 

I've Been Here Awhile
Posts: 2

Re: Pay As You Go data charge reporting cuts off at 21474 KB [BUG REPORT]

I have a different issue with the 21474 K, since it is charged almost every month at some random time and runs out my data quota. I am NOT using data when it happens - sometimes it's in the middle of the night when I am not on the phone. I do take the SIM in and out. It's roughly once a month, must be sending some kind of reset data? But it uses up the data covered by the $10 and then starts charging. My husband also has the same problem on his account.