topic Re: Incorrect data usage being reported in Get Support

Incorrect data usage being reported

scarlett15 — Wed, 05 Jan 2022 17:01:47 GMT

I have plan with 1.5GB data and 5GB Black friday promotion data added to it. Total 6.5GB monthly.

As per my usage on online account it is 900MB, but it is showing as 80% used up.

Please help me on this ongoing issue.

Thank you.

Re: Incorrect data usage being reported

Daps — Sat, 23 May 2020 23:29:49 GMT

If you received a 75% data warning message, it should be accurate.

I think this black friday data promo is a one time addon, not a recurring benefit.

Re: Incorrect data usage being reported

Dunkman — Sat, 23 May 2020 23:11:27 GMT

@scarlett15

The PM data counter is usually fairly accurate. Don't forget that your phone data counter may be on a monthly cycle and your PM plan is every 30 day cycle. So, a lot of the times, the phone data and PM data tracker are not in sync.

Check your usage history from your self service account. If you do feel that it is incorrect, you may need to contact moderator. It is not common, but sometimes, the PM data counter does not reset, when your plan renews.

Re: Incorrect data usage being reported

scarlett15 — Sat, 23 May 2020 23:11:53 GMT

Thank you for response.

but on online account it shows 6.5GB total data....

Re: Incorrect data usage being reported

scarlett15 — Sat, 23 May 2020 23:13:03 GMT

How do i contact a moderator...

Re: Incorrect data usage being reported

Dunkman — Sat, 23 May 2020 23:13:38 GMT

@scarlett15 wrote:
Thank you for response.
but on online account it shows 6.5GB total data....

@scarlett15

Can you screenshot your overview page, with the data tracker information? Omit any personal information.

Re: Incorrect data usage being reported

Daps — Sat, 23 May 2020 23:14:21 GMT

@scarlett15 wrote:
Thank you for response.
but on online account it shows 6.5GB total data....

Login your account to take a look. If you want to post a screen shot here without your private info, we can help explain it.

Re: Incorrect data usage being reported

gblackma — Sat, 23 May 2020 23:14:34 GMT

@scarlett15 it looks like you got an errant message. PM 611 notifies you at 75 and 95% of data use. Not 80%. Stay safe.

Re: Incorrect data usage being reported

dabr — Sat, 23 May 2020 23:16:01 GMT

@scarlett15 wrote:
I have plan with 1.5GB data and 5GB Black friday promotion data added to it. Total 6.5GB monthly.
As per my usage on online account it is 900MB, but it is showing as 80% used up.
Please help me on this ongoing issue.

Thank you.

@scarlett15 When you say ongoing issue exactly what do you mean? Has this happened before? Also I believe you got the 5GB bonus as long as you didn't change plans but from your post that doesn't seem to be a problem.

Sometimes certain apps on the phone are the problem. Make sure that your apps only update on wifi and also restrict background data.

You might need to get the moderators to take a look so better submit a ticket via SIMon here: https://publicmobile.ca.ada.support/chat/

Re: Incorrect data usage being reported

scarlett15 — Sat, 23 May 2020 23:16:56 GMT

apologies it was at 75%...

sending screen shot soon.

Re: Incorrect data usage being reported

iliketotalk — Sat, 23 May 2020 23:18:19 GMT

@scarlett15 hi your 75% message is on your plan data not including your 5 gig bonus😁

Re: Incorrect data usage being reported

scarlett15 — Sat, 23 May 2020 23:19:24 GMT

Re: Incorrect data usage being reported

geopublic — Sat, 23 May 2020 23:19:25 GMT

@scarlett15 Dial *611 from your device and select the add-on usage option. The data usage reported includes your plan data plus any add-ons that you might have. What is it currently reporting?

Re: Incorrect data usage being reported

mpcdesign — Sat, 23 May 2020 23:21:18 GMT

@scarlett15 , log in to your self serve account and scroll down to My Data & Add-Ons and see the amounts below. For a detailed view of usage, click on View My Usage

A new window will open:

Now, look at what is 80% is used up? If you think that's an error, look at your phone. Is your data left on if so, it could be eating data in the background, like updating an app?

Re: Incorrect data usage being reported

mpcdesign — Sat, 23 May 2020 23:24:32 GMT

@scarlett15 you 1.5 Gig is used first, then the Black Friday kicks in when your monthly data is used up. Do you leave your data on in the background or do you turn it off each time it's not in use?

Don't forget, the Black Friday carries over to the next month, until it is all used up. It DOES NOT get resets to Zero. One time offer!

@scarlett15 wrote:

Re: Incorrect data usage being reported

gpixel — Sat, 23 May 2020 23:23:40 GMT

@scarlett15 looks like you've used up about 90%of your 5gb add on if pm is calculating total data then yes you are about 75%

Re: Incorrect data usage being reported

Dunkman — Sat, 23 May 2020 23:24:04 GMT

@scarlett15

No need to contact moderator.

the 5GB Black friday add on is only a one time add on. Once you use it up, it is gone.

See details from promo:

https://productioncommunity.publicmobile.ca/t5/Announcements/NEW-OFFER-2nd-Month-Free-BLACK-FRIDAY-SALE-Activate-by-December/m-p/455955#M33481

536/1536 MB is what is left on your monthly regular data cycle.

Not sure why you got the 75% warning. Maybe the combination of the 5GB data add on and regular monthly 1.5 gb add on?

If you wanted to, there is a special promotion with the $35 plan. You will get 2 GB data instead of 1.5 GB per month. Just change your plan at the next renewal.

Re: Incorrect data usage being reported

geopublic — Sat, 23 May 2020 23:26:06 GMT

@scarlett15 It appears that the 5GB was a one-time add-on not monthly and you have already used it up.

If your promo stated that you will get a 5GB bonus every 30 days then contact the moderator team for help by using the ? Bottom right of your screen.

Re: Incorrect data usage being reported

scarlett15 — Sat, 23 May 2020 23:25:34 GMT

Re: Incorrect data usage being reported

gpixel — Sat, 23 May 2020 23:26:36 GMT

@scarlett15 if you look under data used. that's how much you've consumed