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Service Query

Bumping/Data Block Query

Scenario


  • Customer ran out of data
  • Customer received notice that the data usage is already at 100%

What to do


  1. Check whether the plan of the customer includes bumping or data block option. This can be done by checking critical information summary (CIS) obtained by clicking on the broadband service ID and the plan Title.
  2. If the customer is on bump up plan, advise the customer that the plan will automatically upgrade to the next level once the included data is all used up. Educate the customer that the plan will not revert back to the original plan and if they wish to go back, they need to request for a plan change.
  3. If the customer is on auto-data block plan, advise the customer that there is an option in MyAccount to turn it Off or On. This is done by clicking on the usage history (Click on "Show Auto data Blocks").
  4. Services without the auto data block option or the bump up option or those that are on fixed data allowance, will be shaped to 256Kbps once data limit is reached for the billing period.

GUIDES

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Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

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