topic Re: Data on profile has disssapeared in Get Support

Data on profile has disssapeared

Kitos — Wed, 05 Jan 2022 14:13:51 GMT

Hello,

I was checking my three accounts and realized that my wife's account is missing the 500 Mb + 500 Mb addon which is part of the $25.00 plan.

So because off this the system is using instead her 1GB Promo and 0 Free Holiday Giveaway: 1GB Add-on that we had not used before but keeping on the side in case we need it.

Who should I contact for this? I can't put the phone in plain public view.

Re: Data on profile has disssapeared

Anonymous — Tue, 28 Jan 2020 17:49:42 GMT

@Kitos wrote:
Hello,
I was checking my three accounts and realized that my wife's account is missing the 500 Mb + 500 Mb addon which is part of the $25.00 plan.
So because off this the system is using instead her 1GB Promo and 0 Free Holiday Giveaway: 1GB Add-on that we had not used before but keeping on the side in case we need it.
Who should I contact for this? I can't put the phone in plain public view.

Perhaps your wife consumed all her plan data. When did that account last renew?

Re: Data on profile has disssapeared

geopublic — Tue, 28 Jan 2020 17:50:31 GMT

@Kitos wrote:
Hello,
I was checking my three accounts and realized that my wife's account is missing the 500 Mb + 500 Mb addon which is part of the $25.00 plan.
So because off this the system is using instead her 1GB Promo and 0 Free Holiday Giveaway: 1GB Add-on that we had not used before but keeping on the side in case we need it.
Who should I contact for this? I can't put the phone in plain public view.

@Kitos When that information is missing from your selfserve landing page it means that the data was used up and that is why it's currently using the promo data.

Re: Data on profile has disssapeared

Kitos — Tue, 28 Jan 2020 17:50:44 GMT

Re: Data on profile has disssapeared

geopublic — Tue, 28 Jan 2020 17:51:34 GMT

@Kitos wrote:

@Kitos Data was used up.

Re: Data on profile has disssapeared

Kitos — Tue, 28 Jan 2020 17:52:27 GMT

Yes but she has not used that data. We just renewed on the 16th of January

Re: Data on profile has disssapeared

LovesToPM — Tue, 28 Jan 2020 17:58:36 GMT

@Kitos wrote:
Yes but she has not used that data. We just renewed on the 16th of January

Check mobile data usage on her phone settings.

1 GB can be consumed pretty quick if the phone is permitted to use mobile data without any limitations.

Re: Data on profile has disssapeared

zblackma — Tue, 28 Jan 2020 17:58:09 GMT

@Kitos Is it possible that you forgot to turn on WiFi at home and have been using data all the time? However, if you are sure that this isn't the case, then contact a moderator .

@Kitos wrote:
Yes but she has not used that data. We just renewed on the 16th of January

Re: Data on profile has disssapeared

mpcdesign — Tue, 28 Jan 2020 17:59:55 GMT

@Kitos it sounds it's a job for the Super Moderator team (que the music)!

You need to send a private message to the team, click here

In your message, include:

Account number :
Phone number :
Email address :

A detailed explanation of specifics:

Re: Data on profile has disssapeared

geopublic — Tue, 28 Jan 2020 18:01:06 GMT

@Kitos wrote:
Yes but she has not used that data. We just renewed on the 16th of January

@Kitos 1 GB can be used up fairly quickly accessing photos from the cloud, watching videos, performing device upgrades etc. More info on how to manage your data can be found here:

https://www.publicmobile.ca/en/bc/get-help/articles/managing-your-data-usage

Re: Data on profile has disssapeared

Anonymous — Tue, 28 Jan 2020 18:05:13 GMT

@Kitos wrote:
Yes but she has not used that data. We just renewed on the 16th of January

Some phones have a setting to flip to cell data when wifi is weak.

There have been sporadic reports of data not being renewed. Add up all your data usage lines in the self-serve from your renewal date to present to verify data usage. It's the upper usage link in the plan details area.

Re: Data on profile has disssapeared

geopublic — Tue, 28 Jan 2020 19:03:07 GMT

@Kitos To see your data usage best to check your phone built-in data usage stats so that you can figure out pretty quickly if and where the data was used up. Just make sure the start date is set to be your plan's start date.

Re: Data on profile has disssapeared

Kitos — Tue, 28 Jan 2020 19:14:59 GMT

OK after verifying it is possible that mobile data had remained active while wi-fi was off.

Thanks to everyone who took time to answer

Re: Data on profile has disssapeared

Degus222 — Tue, 28 Jan 2020 19:47:33 GMT

Are you sure you did not use up all the data last month and this data usage was not from the previous month's use?

Re: Data on profile has disssapeared

Nezgar — Tue, 28 Jan 2020 20:51:59 GMT

With a data add-on such as the holiday 1GB promo, you will not get the usual alerts at 75%, 90% of your base plan data allotment, only once the add-on reaches those thresholds. This makes it easier to not realize when you've used up your base plan allotment...