App data usage explained

Understanding the TELUS data usage tracking service for apps using your data

To assist you with managing your services, as of December 19, 2017, TELUS will be able to provide you with information about how much data your apps use when your devices are connected to our HSPA and LTE networks. We will be able to better answer your questions about how you use your data, so that you can manage your data habits to work within your plan, or select a plan which will best suit your data needs.

Data usage related to your 10 most-used apps will be available, including the percentage of data each app uses. Web, audio and video streaming traffic may be categorized as “browsing” and/or “streaming”.

To protect your privacy, we will require authorized users to provide your account PIN when you call in to get your app data usage details.

FAQ

Why does TELUS collect information about my app data usage?

App data usage is already collected to improve network performance and reliability, for quality assurance and billing purposes. Many of the most popular apps, like social media and video-streaming services, use a significant amount of data, therefore we need this information to allocate resources effectively to provide customers with the best possible network experience. Our data collection practices are described in our Privacy Commitment, and are designed to respect your privacy and protect your personal information.

Starting on December 19th, we will begin to make certain app data usage information available to PIN verified customers on an account through our call centre. This information will help you to understand how the devices on your account use data, and give you an additional means to better manage your data usage.

Why is TELUS making this change?

We are responding to increasing customer requests about how data is consumed on their accounts. No new information is being collected but we are now able to make this app data usage information available to you.

When can I start getting information about app data usage on my account?

TELUS will make app data usage details available to PIN verified customers who request this information through our call centre starting December 19, 2017. No historical app data usage prior to December 19, 2017 will be available.

Is all app data usage available?

No. We are able to provide information on the 10 apps you use the most, which for most customers largely consists of apps like Facebook and Instagram, and video-streaming services like YouTube and Netflix (data intense applications); apps relating to dating, gambling, or adult content apps will not be included. It’s also important to note that most web, audio and video streaming traffic may be categorized as “browsing” and “streaming”.

Can I opt-out from having my app data usage collected?

TELUS collects information relating to app data usage to improve network performance and reliability for quality assurance and billing purposes. This is a critical component of how we manage our network so we are unable to offer an opt out to our customers. The purpose of this new app data usage service is simply to make some of this information available to you so that you can better understand your data usage patterns and your bill.

What if I don’t want the person with the account PIN to know my app data usage?

Our customers frequently contact us with questions about data usage on shared data plans to ensure that they are getting the best value out of their plans, and to clarify billing details. For this reason, any PIN verified customer will have access to the app data usage for all devices on the account. Generally, this is only the account holder, who is responsible for the bill.

Can anyone on the account access the app data usage details without the PIN?

No, only PIN verified customers are able to access the app data usage through TELUS. However, you can also review your app data usage directly through your device. Please refer to your device’s user guide for details. This overview of your app usage will look different from the overview we provide at TELUS. Please refer to the question below “Can I see this information on my Smartphone?”

Can I see this information on my Smartphone?

Most devices provide app data usage, although the information may not be synchronized with your bill cycle. For a general overview, you can visit articles on how to track data on Android or Apple devices. More details are available at Get to know your device or in your device’s user guide.

Why are the app data usage details on my device different from TELUS’ records?

Many applications use third party services (e.g. Google Maps API) that consume data while in use. We show the app details, or service that actually consumed the data. The way your device measures the data usage may be different. Also, while most devices provide app data usage, they may not be synchronized with your bill cycle.

Does my app data usage get collected while roaming?

Yes, TELUS collects your app data usage while roaming, subject to agreements and technical limitations that may exist with our roaming partners. We use this information to answer questions from our customers about roaming charges so that our customers can better understand their bill.

Do you collect app data usage while I am using Wi-Fi?

No, TELUS does not collect app data usage while using Wi-Fi.

Do you collect the content of messages that I send using messaging apps (iMessage, WhatsApp, Voxx, etc.)

No, we do not collect the content of the apps you use. We only collect the approximate volume of data used by the app.

Do you collect the content of videos that I watch (e.g. on Youtube) or music that I listen to online with my device?

We do not collect any content of the apps you use, and web, audio and video streaming traffic may be categorized as “browsing” and “streaming”. We only collect the approximate volume of data used by the app.

How often are the data details refreshed?

Generally, TELUS refreshes our data details every two to three hours. In some cases, our usage meters can be delayed due to maintenance, power outages and late roaming reports.

How do I get my app data usage details?

You can contact us by phone. A TELUS representative will be happy to assist you. To protect your privacy, the account PIN will be required in order to provide app data usage for your account. Note that app data usage is not available through My Account online.

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