topic Re: Data usage account error in Get Support

Data usage account error

Jazz37 — Wed, 05 Jan 2022 15:22:21 GMT

Recently I noticed 176.511/1024 MB of my $0 Free Holiday Giveaway: 1 GB Add-on was used even though I still had lots of data in my 500MB + 500 MB normal data plan. I have never gone over & have always topped up! I am saving my free data for our remote cabin to be used this summer 2020.

☀️HOW COULD THIS HAPPEN?

Re: Data usage account error

gblackma — Wed, 15 Apr 2020 01:45:32 GMT

@Jazz37 please check your usage history for the period in question. If you still feel that an error occurred then contact the Moderators and ask them to cjeck it for you. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

Re: Data usage account error

iliketotalk — Wed, 15 Apr 2020 01:46:46 GMT

@Jazz37 that is very odd is it possible you used some last cycle after using all your allotment for that period?

Re: Data usage account error

Naepalm — Wed, 15 Apr 2020 01:48:31 GMT

@Jazz37 wrote:
Recently I noticed 176.511/1024 MB of my $0 Free Holiday Giveaway: 1 GB Add-on was used even though I still had lots of data in my 500MB + 500 MB normal data plan. I have never gone over & have always topped up! I am saving my free data for our remote cabin to be used this summer 2020.
☀️HOW COULD THIS HAPPEN?

Are you able to take screenshots and of the dates throughout the months? I guess if you are asking this now that would be a no. This might be a question for SIMon

Can you go back to previous months and see your usage?

Re: Data usage account error

ShawnC13 — Wed, 15 Apr 2020 01:48:37 GMT

@Jazz37 wrote:
Recently I noticed 176.511/1024 MB of my $0 Free Holiday Giveaway: 1 GB Add-on was used even though I still had lots of data in my 500MB + 500 MB normal data plan. I have never gone over & have always topped up! I am saving my free data for our remote cabin to be used this summer 2020.
☀️HOW COULD THIS HAPPEN?

You will have to look all the way back to when the gift data was given and go through all of usage since then to see where you had used all your plan data and dipped into the gift add-on

Re: Data usage account error

Staliger — Wed, 15 Apr 2020 02:27:48 GMT

@Jazz37 Check all your data usage history back from when you received this addon. Probably, you reached your plan data limit at some point. If not, contact with mods through SIMON on bottom right - ? mark. Click on it and follow directions to create a ticket.

Re: Data usage account error

geopublic — Wed, 15 Apr 2020 03:24:23 GMT

@Jazz37 wrote:
Recently I noticed 176.511/1024 MB of my $0 Free Holiday Giveaway: 1 GB Add-on was used even though I still had lots of data in my 500MB + 500 MB normal data plan. I have never gone over & have always topped up! I am saving my free data for our remote cabin to be used this summer 2020.
☀️HOW COULD THIS HAPPEN?

@Jazz37 The 1 GB add-on only kicks in whenever your plan data runs out. Please note that if your data ran out you would not get a text from Public because of the data add-on on your account.

My guess is at some point your plan ran out of data and the 177 MB was used.

Re: Data usage account error

Nezgar — Wed, 15 Apr 2020 04:03:19 GMT

@geopublic wrote:
Please note that if your data ran out you would not get a text from Public because of the data add-on on your account.

It has presently been observed (since at least January) that *no* data usage warnings are sent while a data add-on is present on the account. No notification when your base data is fully consumed, and possibly no notification when your add-on data is consumed.

This makes it extremely easy to go over your base plan data and be completely unaware. @Jazz37 Most likely went over 1GB in one of the months since December without any notification whatsoever.

Re: Data usage account error

Pawprints1986 — Wed, 15 Apr 2020 10:04:40 GMT

Would sending picture texts for some reason have used up part of the data ?It's not supposed to count as data at all though but... Stranger things have happened? Just a possible idea for you

Re: Data usage account error

darlicious — Wed, 15 Apr 2020 10:38:34 GMT

@Pawprints1986 MMS does not use data it only requires data to be enabled. However if @Jazz37 is using an iPhone I message does use data. This is a perfect example of why I recommend taking screenshots of your overview page before and after renewal to help narrow down account issues. The screenshots would be able to pinpoint when add on data was consumed.

Re: Data usage account error

Triguy — Wed, 15 Apr 2020 11:02:16 GMT

If you have an Android phone then you could install an app like Data Witness.

https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/IWIK-s-quot-Data-Witness-quot-for-Android-Getting-started-and/m-p/58970#M7243.%C2%A0

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Managing-your-data-usage/ta-p/152760

Re: Data usage account error

Pawprints1986 — Wed, 15 Apr 2020 20:27:37 GMT

@darlicious MMS on android likely does count as usage on your device itself, but won't on your self serve account. Depending how much people send that could be why it differs. My old device and plan included no data but I could use MMS for free, but on my device it did measure as used data even though I made sure I was already in working Wi-Fi zone before even turning data on to send or receive an MMS

Re: Data usage account error

darlicious — Wed, 15 Apr 2020 22:17:50 GMT

@Pawprints1986 I suppose it depends on your phone but despite sending at least 35 MMS since I did a data test on saturday and my data hasnt budged since then.