topic Re: My data didn’t reset in Get Support

My data didn’t reset

Andiesin — Wed, 05 Jan 2022 10:07:22 GMT

Today was the day my data was supposed to reset. My payment cane off my card and it’s showing that it did on my account page but I still have no data ( I used all my data a few days ago) abd was quite excited to have my data and not be restricted to wifi today

Re: My data didn’t reset

Dunkman — Tue, 28 May 2019 13:34:51 GMT

@Andiesin

Some customers had similar issues earlier this month. Did the payment go through? Is your phone still active for calling and teting?

You will likely need to contact moderator

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

https://productioncommunity.publicmobile.ca/t5/Announcements/Issue-Resolved-Plan-data-not-renewing/m-p/367131#M27733

Re: My data didn’t reset

Andiesin — Tue, 28 May 2019 13:39:54 GMT

I can still text and make phone calls. I check my public mobile account and well as my credit card and payment did go through.

Re: My data didn’t reset

Dunkman — Tue, 28 May 2019 13:49:06 GMT

@Andiesin

Then you will need to contact moderator as stated in my previous post. Include all relevant information for the moderator to help.

Re: My data didn’t reset

LovesToPM — Tue, 28 May 2019 13:51:02 GMT

@AndiesinCheck your APN setting.

Ensure you have the correct APN settings by visiting https://apn-canada.gishan.net/. Select the brand and model of your phone, scroll down the page and then select Public Mobile. After doing so, you will be provided with the exact APNs required for your phone on our network.
- Some models of iPhones do not allow you to manually update your APNs. If this is your case, using your mobile phone, visit co.nz. This will automatically download the required APNs in your phone settings.
- If you have an LG phone and you still aren’t able to use your data after all of this, we suggest doing a factory reset of your phone.
If your plan includes data, don’t forget to enable data on your phone.
Turn your phone off and then back on. This quick refresh will help your phone deal with all the changes that have taken place.

Also you can check here:

https://www.publicmobile.ca/en/bc/get-help/articles/set-up-data-on-an-android-phone

Re: My data didn’t reset

Andiesin — Tue, 28 May 2019 13:53:30 GMT

Thanks I will try to restart my phone. I know my phone is compatible because it worked all last month. I have my data turned on also.

Re: My data didn’t reset

ChrisSJ — Tue, 28 May 2019 14:08:50 GMT

what kind of phone do you have?

If its android there is a data limiter built in the phone, youll have to turn it off.

Re: My data didn’t reset

Andiesin — Tue, 28 May 2019 14:16:30 GMT

Nope it’s an iPhone 8. Funny I contacted moderator and no response but now my data is working. Should have been working as soon as they got the payment from my card. I’m not gonna lie I’m not very happy with public mobile atm 😠 Especially reading how many people have had issues with data not resetting. At least my data is back :)) thanks for all the help from the community 😊

Re: My data didn’t reset

popping — Tue, 28 May 2019 14:16:36 GMT

@Andiesin

Which plan do you have?

Do you see the data usage line on your overview page?

If you account status is active, you can try the lost/stolen phone trick to re-provision your plan feature.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.

Re: My data didn’t reset

LovesToPM — Tue, 28 May 2019 14:30:08 GMT

@Andiesin wrote:
Nope it’s an iPhone 8. Funny I contacted moderator and no response but now my data is working. Should have been working as soon as they got the payment from my card. I’m not gonna lie I’m not very happy with public mobile atm 😠 Especially reading how many people have had issues with data not resetting. At least my data is back :)) thanks for all the help from the community 😊

It looks like restarting your phone did the trick
OR your plan hadn't fully reset yet when you checked earlier.

Perhaps Public Mobile plan reset occurred later than usual today.

Re: My data didn’t reset

stonechucker — Tue, 28 May 2019 15:17:18 GMT

@Andiesin, having the funds taken via the autopay gets the money into available balance.

The process seems to be done via multiple steps starting around 12:00 pm ET on the payment due date (yesterday for you), and each step is performed in a batch for all customers that day who are starting their process also.

At some point in the wee hours of the renewal date (this morning for you) the payment is processed from your debit/credit card, and placed in available funds. Once all the accounts have been processed, sometime later in the morning the plan features 'renew/reset'.

I've seen finishing times as late at 10:00 am. This is the standard process - I never use all my data, so I haven't experienced this issue for myself yet.

Re: My data didn’t reset

geopublic — Tue, 28 May 2019 18:45:41 GMT

@Andiesin wrote:
Today was the day my data was supposed to reset. My payment cane off my card and it’s showing that it did on my account page but I still have no data ( I used all my data a few days ago) abd was quite excited to have my data and not be restricted to wifi today

@Andiesin
The way the PM renewal process works is as follows:
1. Plan will show "expired" sometime before midnight and data counter gets reset.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

EDIT: Time above refers to EDT.

Re: My data didn’t reset

LovesToPM — Fri, 31 May 2019 11:24:19 GMT

@geopublic wrote:
@Andiesin
The way the PM renewal process works is as follows:
1. Plan will show "expired" sometime before midnight and data counter gets reset.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

I think there is some conflicting information here.

On renewal night, I have actually seen the data counter just before 12AM EDT is still showing previous cycle usage.

How does plan get renewed at step 4 and data counter has already been reset at step 1?

Edit: I have encountered a glitch involving Self-Serve site.

It happens as follows: User 1 logs on Account 1 and this session times out. User 2 comes along and logs on Account 2. Some of the information displayed is actually incorrect as there is now infomration from Account 1 on the screen even though I am logged on Account 2. This also seems to be the reason why you will sometimes encounter the "Oops something went wrong." message. Note that logging off and clearing cache/cookies will fix it.

Re: My data didn’t reset

popping — Tue, 28 May 2019 16:54:40 GMT

@LovesToPM wrote:
@geopublic wrote:
@Andiesin
The way the PM renewal process works is as follows:
1. Plan will show "expired" sometime before midnight and data counter gets reset.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.
I think there is some conflicting information here.
On renewal night, I have actually seen the data counter at 2AM EST is still showing previous cycle usage.
How does plan get renewed at step 4 and data counter has already been reset at step 1?

The counter reset at midnight EDT. You must be located at the east coast. My counter reset at 10pm MDT.

The account status is still expired until PM gets the fund from autopay before changing toto active. This is how PM system works.

Re: My data didn’t reset

LovesToPM — Fri, 31 May 2019 11:11:37 GMT

I can confirm that the data counter gets reset exactly at midnight EDT.

@popping wrote:
@LovesToPM wrote:
@geopublic wrote:
@Andiesin
The way the PM renewal process works is as follows:
1. Plan will show "expired" sometime before midnight and data counter gets reset.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.
I think there is some conflicting information here.
On renewal night, I have actually seen the data counter at 2AM EST is still showing previous cycle usage.
How does plan get renewed at step 4 and data counter has already been reset at step 1?
The counter reset at midnight EDT. You must be located at the east coast. My counter reset at 10pm MDT.

The account status is still expired until PM gets the fund from autopay before changing toto active. This is how PM system works.