topic Re: Talk and data usage count doesn't match history in Get Support

Talk and data usage count doesn't match history

IanM1 — Tue, 04 Jan 2022 09:52:38 GMT

New customer here, trying to understand usage reporting over the first few days.

My history reports one call of 31 seconds. Usage shows 2 minutes.

History reports a total of about 2 Mbytes used. Usage shows 7 Mbytes.

Why the discrepancy? History is accurate, usage is not.

Re: Talk and data usage count doesn't match history

Anonymous — Tue, 21 Dec 2021 00:53:34 GMT

@IanM1 : Are you on the $15 plan? Do you see any calls to a number ending in 4001?

As for data, the difference you see is a buffer. Flip in to airplane mode. Refresh the page. It should be lower by about 5.2-ish MB's.

Re: Talk and data usage count doesn't match history

Anonymous — Tue, 21 Dec 2021 00:59:30 GMT

@IanM1

maybe you found a number for voicemail in your History,

for more information about Managing Your Data Usage visit Here link to save your data...

and turn off background data, to save your data.

when your data limit used all, is will be off until next renewal cycle,

at public mobile 30 day Prepaid Service No fees extra charges,

my suggest to you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice Service Team they will help you 100%... let them check it out your account,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
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Good Luck..

Re: Talk and data usage count doesn't match history

Anonymous — Tue, 21 Dec 2021 01:04:25 GMT

@IanM1 : You're well away from needing the CSA's yet. The details are really just a log of all activity on your account and can be delayed. The overview page is accurate and almost immediate. I just can not fathom why some regulars always jump to telling customers to go to the CSA's before it's clear that they need to.

Re: Talk and data usage count doesn't match history

esjliv — Tue, 21 Dec 2021 01:08:43 GMT

@IanM1 wrote:
New customer here, trying to understand usage reporting over the first few days.
My history reports one call of 31 seconds. Usage shows 2 minutes.
History reports a total of about 2 Mbytes used. Usage shows 7 Mbytes.
Why the discrepancy? History is accurate, usage is not.

@IanM1 - your Overview is the most live, accurate usage of Minutes and Data to go by.

Yes, the detailed usage can be confusing.

Minutes usage are listed nearly instantly in the details.

Data usage takes 12 hours to overnight to fully be listed in the details (go by the overview for balances).

EDIT: note, call time rounds UP to the nearest minute. Outgoing minutes is calculated when ringing starts, not when the recipient answers the call.

Re: Talk and data usage count doesn't match history

Anonymous — Tue, 21 Dec 2021 01:07:41 GMT

@IanM1

another member z10user4 he is right,can be delayed some time,

but you can try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute,

4. put it back and power on,

and do Rebooting your phone ,This is quick and simple,to refreshing your network,

*what is meant by rebooting the device turn off and turn it back on.

Re: Talk and data usage count doesn't match history

mimmo — Tue, 21 Dec 2021 01:11:18 GMT

No need to reset the sim card nothing to do with that.

Another thing that might be affecting bthe minutes is that minutes are counted the second the call is placed not picked up. Ie connecting ringing ect.

Re: Talk and data usage count doesn't match history

softech — Tue, 21 Dec 2021 01:22:00 GMT

@IanM1 I think there is a 6 hours or 12 hours delay... if you don't use more data or minutes tonight, check back tomorrow and you should see what reported in Overview tab should match the Usage History.

Re: Talk and data usage count doesn't match history

BKNS27 — Tue, 21 Dec 2021 01:28:14 GMT

@IanM1

Your Self Serve account will the current updated usage.

If you are not connected to wifi and your phone will automatically switch to your data.

Your phone will switch from the signal icon (wifi) to LTE (data).

You can turn off your data when you don’t want your phone to automatically switch to your data.

Go to your Setting>Cellular>disable Cellular Data.

Enable Cellular Data when wifi is not available to operate your apps.

Re: Talk and data usage count doesn't match history

esjliv — Tue, 21 Dec 2021 01:30:02 GMT

@mimmo wrote:
No need to reset the sim card nothing to do with that.

Another thing that might be affecting bthe minutes is that minutes are counted the second the call is placed not picked up. Ie connecting ringing ect.

@mimmo to add to this...the recipient needs to answer, OR voicemail needs to connect to count towards minutes usage.

Re: Talk and data usage count doesn't match history

HALIMACS — Tue, 21 Dec 2021 01:51:21 GMT

@IanM1

Another thing to consider is that ring time WILL COUNT toward the call time when a call is answered or connected through voicemail.

This may mean that actual talk times of 40-60 seconds (after up to a possible 20+ seconds of ring time) will almost always exceed the 1 minute marker, which means they'll count as 2 minutes.

For those on a minute-limited plans watching the call timer, best to end the call before the 30 second counter of each minute to ensure you're under that minute.

[ EDIT: main point of this reply was covered by @esjliv edit above. ]

Re: Talk and data usage count doesn't match history

Anonymous — Tue, 21 Dec 2021 01:57:50 GMT

@HALIMACS : But did it take you 18 minutes to write all that? It's all good. Some people read and interpret the same concept in different ways and one of those different ways might make sense to them.

13 hours later and with a copy/paste on the other hand...

Re: Talk and data usage count doesn't match history

HALIMACS — Tue, 21 Dec 2021 02:16:25 GMT

@Anonymous wrote:
13 hours later and with a copy/paste on the other hand...

@Anonymous

Huh?

EDIT: just got it, @Anonymous 😉

Re: Talk and data usage count doesn't match history

darlicious — Tue, 21 Dec 2021 02:13:46 GMT

@IanM1

For a connected call the first minute is counted at about 53 seconds. The second minute at about 1 minute and 53 seconds and so on...

I believe the two 12 hour blocks of data usage from the day before are reported just after midnight eastern sometimes as late as 1:30 to 2am eastern. This is where the daily usage history won't completely line up with the accurate overview and data usage pages counters. The counters also reset at midnight eastern so depending on your time zone your phones data counter can be off by up to 3 hours in the west and 90 minutes in the east.

Texts, calls forwarded to voicemail are logged at eastern time. Connected calls are logged at local time. Call forwarded calls do not use outgoing minutes on limited calling plans nor do toll free calls within North America. Toll free calls outside of North America will use international minutes but not limited plan minutes. Calls to voicemail from the customers phone will use outgoing minutes.

MMS texts need data enabled but do not use nor need either plan data or add on data to be sent and recieved. They are sent thru a separate server. The approximate 5mb data buffer is reset each night or by toggling airplane mode on/off.

Re: Talk and data usage count doesn't match history

IanM1 — Wed, 22 Dec 2021 01:14:10 GMT

Thanks for all the replies. To answer some of the points raised:

I'm experienced in the management of mobile data usage with other providers. I know all about turning off background data usage by apps and switching between WiFi and cellular data connection. The issue I have is that the data usage total shown by PM is about double what my phone reports. Formerly on the Rogers network the data total reported by Rogers was always less than my phone reported. The PM total also doesn't match what's shown in the History log, and yes I'm aware that there's a lag. Something's not kosher here.

As for the minutes, I'm aware that calls to pick up voicemail made on my cell phone use up minutes, so I don't do that. I call the voicemail number on a land line to pick up messages. I only had to call voicemail from my cell once to set it up initially. And I'm aware that the mobile operators count time from when it starts to ring, and round the minutes up. Now that the History has caught up, it looks like PM recorded an extra cell call to voicemail that I don't recall making. Possibly an accident from hitting 1 where I didn't abort quickly enough.

Re: Talk and data usage count doesn't match history

HALIMACS — Wed, 22 Dec 2021 01:19:15 GMT

@IanM1 wrote:
Thanks for all the replies. To answer some of the points raised:

I'm experienced in the management of mobile data usage with other providers. I know all about turning off background data usage by apps and switching between WiFi and cellular data connection. The issue I have is that the data usage total shown by PM is about double what my phone reports. Formerly on the Rogers network the data total reported by Rogers was always less than my phone reported. The PM total also doesn't match what's shown in the History log, and yes I'm aware that there's a lag. Something's not kosher here.

@IanM1 Is your device truly in conjunction with your Public Mobile 30-day cycle.?

Remember, it's not calendar months at Public Mobile - it's 30 days which means the start/end days will fall back over the course of a year and do not naturally coincide with a device's data counter.

I've recommend to folks that they manually reset their device's data counter on the evening of the last day of their cycle so they can have a realistic measure of their real data consumption in the upcoming cycle.

There's also an app called PM Data Witness which some have reported success with.

Re: Talk and data usage count doesn't match history

Meow — Wed, 22 Dec 2021 01:28:38 GMT

@Anonymous wrote:

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
Monday to Sunday: 6 AM to 10 PM EST
Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..

There is ABSOLUTELY no need to contact CSA for this issue.

Re: Talk and data usage count doesn't match history

Meow — Wed, 22 Dec 2021 01:33:34 GMT

@HALIMACS wrote:
@IanM1

Another thing to consider is that ring time WILL COUNT toward the call time when a call is answered or connected through voicemail.

That is a really mobile phone company's dirty trick how to steal your minutes..

Does it counts (minutes) if you call somebody, it rings few times and you hang up?

Re: Talk and data usage count doesn't match history

darlicious — Wed, 22 Dec 2021 02:00:37 GMT

@Meow

No. Only if it connects so the first minute is charged at about 53 seconds. The rest that follow are full minutes at 1min 53 sec, 2 min 53 sec, 3 min 53 sec and so on.....

Re: Talk and data usage count doesn't match history

darlicious — Wed, 22 Dec 2021 02:10:01 GMT

@IanM1

Are you saying your data is double in your account than your phone after only two days of service? Are you counting the 5mb buffer in that amount? Your phone says 2mb but your account 7mb? 7mb-5mb=2mb or its reporting 9mb-5mb=4mb?