topic Re: Missing Data in my plan in Get Support

Missing Data in my plan

evidia — Wed, 05 Jan 2022 10:14:47 GMT

My mother has a $40 / 30 day plan that comes with 5G of data.

Since This morning June 5, she could not use any data.

She could make calls, receive text msg, but could not open any webpage.

I checked her online account. Payment was made in total (autopay) two weeks ago, so she was not owing money.

The overview page, under "My Data & Add-Ons ", it used to show "data I used/total data", but now it's gone.

I clicked change my plan, and got directed to a blank page with only the Public Mobile header.

I click "plan details" and got directed to "server internal error" page.

Please fix the problem. Thank you!

Re: Missing Data in my plan

Anonymous — Thu, 06 Jun 2019 04:24:17 GMT

@evidia wrote:
My mother has a $40 / 30 day plan that comes with 5G of data.
Since This morning June 5, she could not use any data.
She could make calls, receive text msg, but could not open any webpage.
I checked her online account. Payment was made in total (autopay) two weeks ago, so she was not owing money.
The overview page, under "My Data & Add-Ons ", it used to show "data I used/total data", but now it's gone.
I clicked change my plan, and got directed to a blank page with only the Public Mobile header.
I click "plan details" and got directed to "server internal error" page.
Please fix the problem. Thank you!

It's possible that the site is in a mood but if you don't see the line about data under My Data & Add-ons then the data has all been used.

Re: Missing Data in my plan

MandyJ — Thu, 06 Jun 2019 04:25:19 GMT

My understanding is that if the "data I used/total data" line is missing in your account, that means this cycle's allotment has been fully used up. Have you checked the data usage on her actual phone to see what that says? Perhaps some apps were using a lot of background data, depleting her monthly allotment faster than expected?

Re: Missing Data in my plan

sunflowershine — Thu, 06 Jun 2019 04:28:31 GMT

@evidia It is weird. You better send a private message to the Moderator_Team in this situation. We have no access to your account but they do. Click on the Envelop icon and send to "Moderator_Team" and explain your issues.

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 04:30:55 GMT

Thanks for the reply.

I did.

But when I click "view my usage", it is another blank page with only the header.

I had the experience of using up all the data, but sill the place would show at least numbers, show things like "5000MB / 5000MB". but now just gone, nothing is under My data & add-ons.

Beside, she does not use data that much. in the past months she usually used 2.5G/5G, around that range. It's only two weeks, she could not have used up everything.

Had been using Public for a year, I was quite familiar with the system, so I could not be clicking the wrong place. Suspecting server error though.

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 04:34:25 GMT

@sunflowershine

Just did that. Thank you!

Re: Missing Data in my plan

Anonymous — Thu, 06 Jun 2019 04:32:49 GMT

@evidia wrote:
Thanks for the reply.

I did.

But when I click "view my usage", it is another blank page with only the header.

I had the experience of using up all the data, but sill the place would show at least numbers, show things like "5000MB / 5000MB". but now just gone, nothing is under My data & add-ons.

Beside, she does not use data that much. in the past months she usually used 2.5G/5G, around that range. It's only two weeks, she could not have used up everything.

Had been using Public for a year, I was quite familiar with the system, so I could not be clicking the wrong place. Suspecting server error though.

Try a different browser. As mentioned check on the phone what might have used the data. What you're seeing in the overview page is normal...when the data is all gone, the line disappears. It has often been commented to show 5000/5000 but the idea never gets fulfilled.

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 04:36:07 GMT

@Anonymous tried IE, edge, chrome. not getting better though. Is there a number I could call in the morning?

Re: Missing Data in my plan

Anonymous — Thu, 06 Jun 2019 04:37:43 GMT

@evidia wrote:
@Anonymous tried IE, edge, chrome. not getting better though. Is there a number I could call in the morning?

No number. Check. The. Phone. NOT seeing the line of data used when all is used is normal.

Re: Missing Data in my plan

MandyJ — Thu, 06 Jun 2019 04:37:57 GMT

@evidia wrote:
@Anonymous tried IE, edge, chrome. not getting better though. Is there a number I could call in the morning?

Public Mobile doesn't offer phone support. If the community here can't get it sorted for you, then you'll have to wait for the moderator to get back to you-but that can take around two days lately it seems.

Re: Missing Data in my plan

GinYVR — Thu, 06 Jun 2019 06:17:12 GMT

Hi @evidia Does your mom's phone has the option to track how much data she had used? you might be able to track down what happened better.

Re: Missing Data in my plan

stonechucker — Thu, 06 Jun 2019 11:55:17 GMT

The data has been consumed. This is normal practise, and is not a glitch or a bug.

The same will happen with all the add-ons, when they are fully consumed, the overview page tracker will be automatically removed.

Your mom's phone will need to be looked at to turn off background data usage and make sure apps are set to not update using cellular data.

If more data is required, her options are to purchase the $30 1 GB add-on, request an early renewal of her plan by topping up the full cost of her plan and asking for Moderator_Team assistance. The last option is to do an immediate plan change to another available plan now.

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 14:56:43 GMT

@GinYVR YES her phone does have that function. I will stop by and check that later today. meanwhile her account is still acting weird....

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 14:59:17 GMT

@stonechucker problem is most of the links in her account, like purchase add on, detail data usage page, plan detail page, gives me error message or blank page.

my account and my husband's are fine though.

Re: Missing Data in my plan

stonechucker — Thu, 06 Jun 2019 15:28:06 GMT

@evidia clear the cache and sign-in with incognito mode or private browsing mode, depending on the browser.

If you're getting blank pages, Self-Serve is either down, or possibly have an unscheduled maintenance/update.

What I've explained above, doesn't change. Please share a screenshot of the overview page (without private/personal info) so we can see what you're seeing.

Re: Missing Data in my plan

evidia — Thu, 06 Jun 2019 21:26:03 GMT

@stonechucker

Hi,

Just check with her. She used 3 G since May 25 till June 4,according to her phone's monitoring app. Since June 5 she could not get any data.

Third picture shows the page I got when clicked "view my usage" from overview.

No show of data or call history.

Contacted moderator last night. No reply yet.

1. Overview

2. Payment history

3. Usage

Re: Missing Data in my plan

MandyJ — Thu, 06 Jun 2019 22:03:54 GMT

See in the final image, where you show the data usage page? Try clicking on the link to the far right that says Usage History. Is there anything in there? It should give you line by line details off all your mother's data usage.

Re: Missing Data in my plan

evidia — Fri, 07 Jun 2019 01:32:42 GMT

@MandyJ

yes that explained. Thank you.

dropped by her place and had a look at her phone. turned out she ignored the 95% data used text msg, and reset her data monitoring app to the wrong date. no wonder she insisted she only used 3G/5G.

she was using data to watch youtube and fell asleep through the night, a few times, while at home.......I couldnt even use up my 1G while she finishes 5G in two weeks, while staying at home....I am speechless.....gonna get her extra addons.

Also thanks to @stonechucker @GinYVR @Anonymous @sunflowershine who paid attention and offered opinions to this incident. This is a really nice community 🙂

Re: Missing Data in my plan

MandyJ — Fri, 07 Jun 2019 01:37:11 GMT

Falling asleep while watching Youtube... yep that would do it.

Glad we figured out the mystery. Hopefully you can find a way to stop it from happening to her in the future. Does she have wifi at home that she can set her cellphone to auto connect to so she's not using her data while at home?

Re: Missing Data in my plan

stonechucker — Fri, 07 Jun 2019 01:44:51 GMT

@evidia This all looks normal, as if data has been fully consumed, unless the phone data monitor is set to stop data at 3 GB, your mom’s data has been used up.

im on my iPad tight now, so I’m going to show small portions of the overview page of one of my accounts, and the add on usage page.

i still have data showing on both the overview, and the add on usage page. If mine looked like your screen shots, I would know I have no data left.

This is is exactly how it works.

Edit by stonechucker. I see you figured it out. I was putting together while posted.