topic Re: Data Usage inaccurate in Get Support

Data Usage inaccurate

naddude — Tue, 04 Jan 2022 18:47:01 GMT

Hi:

I am new to PM but noticed an issue of inaacurate data usage in "my account". After three days my phone and two independent data trackers indicate more than 50% less than the amount PM claims I used (I wrote to a mod who says the site is being fixed). Is this an unusual issue? Will it really be fixed?

Re: Data Usage inaccurate

xCameron94x — Mon, 15 May 2017 00:21:34 GMT

PM may track data differently than your data tracking application, but there has been ongoing maintence over the past few weeks on self-serve. Im assuming by 50% less, you mean the tracker is lower (say PM is 50, and tracker is 25). It is possible it could be a glitch, the site was under maintence this morning.

Are you doing anything that uses a lot of data, like streaming music or going on youtube. Or is it lightweight like social media?

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 00:35:52 GMT

I don't think you understand my question or I am not asking it in a clear fashion. I am not doing anything. My cell phone and independent tracker apps are idicating my useage at 50% less than it is indicated in "my account" at public mobile.ca.

Re: Data Usage inaccurate

xCameron94x — Mon, 15 May 2017 00:40:25 GMT

hoping this doesnt add to the confusion, but if you're not on wifi, and if you dont have certian settings turned off, applications can use data in the background

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 00:58:33 GMT

OK. Once again simply put: the data usage in "my account" on public mobile is double what I am actually using (as monitored by) : my iphone itself, and two independent apps which manage data flow. So What apps I am using is irrlevant. Thanks

Re: Data Usage inaccurate

RogerI — Mon, 15 May 2017 01:20:47 GMT

That's odd. In my experience, my phone tracker, and the PM web site are very close. Within a a % most of the time.

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 02:11:31 GMT

@RogerI wrote:
That's odd. In my experience, my phone tracker, and the PM web site are very close. Within a a % most of the time.

Well yes, isn't that the point of my post?

The site is not.

Re: Data Usage inaccurate

Samianauman — Mon, 15 May 2017 02:42:15 GMT

If your independent tracker showing a big difference and you know for sure that you didn't use much of data then I would suggest contact mod dept to investigate futher heres how
Contact mod dept they will help you with the process
In your private message to any moderator include whatever bits of the following info you have:
* PM account email address
* PM phone number
* Detailed explanation
* Community Moderators are available from Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST)
Here is the link for how to contact moderators http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updiated-Contacting-our-Community-Moderators/ta-p/76452

What you do click on link then webpage will open. You will see a mod team click on any name then scroll down all the way and click on send a private msg then explain your reason with account and email address
Thanks

Re: Data Usage inaccurate

mimmo — Mon, 15 May 2017 02:45:47 GMT

As you state 50% more is a big difference. you have done what you are supposed to contact a mod. they will look into it and get back to you.

now when you say 50% are you stating 2gb vs 4 gb or 100 mb vs 200mb. I know when i auto renewed last week there appeared to be some phantom usage 50-100 mb cant remember exatly, but it could have simply been cycle times or something so i dint gve it much thought.

Re: Data Usage inaccurate

will13am — Mon, 15 May 2017 12:49:28 GMT

How much data have been consumed? There is round off on the Public Mobile data tracker with each batch of data. Over time with a reasonable amount of data used, the Public Mobile data tracker is pretty close to other data trackers including the stock one on android. So don't expect great comparison after using 5 megs of data. Of course this could be a he said, she said thing. On what basis is the Public Mobile data tracker incorrect?

Re: Data Usage inaccurate

Mana — Mon, 15 May 2017 03:03:24 GMT

Hi,

If the mods have told you that the site is being fixed then please stay patient and check when the site maintenance is completed. If you still have an issue by then, then please contact one of the mods again.

Thank you for your patience.

Re: Data Usage inaccurate

clarkbrand — Mon, 15 May 2017 04:34:18 GMT

I am new to PM and have tracked data for a few days, the amounts have been within a few points of eachother although PM is higher. I see they do round up to 10kb so that explains it being slightly higher.

Re: Data Usage inaccurate

will13am — Mon, 15 May 2017 12:48:46 GMT

@clarkbrand wrote:
I am new to PM and have tracked data for a few days, the amounts have been within a few points of eachother although PM is higher. I see they do round up to 10kb so that explains it being slightly higher.

Every carrier does round up in some way. The 10 kB round up is clearly noted as footnote 4 on the plan page. When I was with Wind Mobile, they would round off to the nearest 1 MB for roaming data. I would end up paying more for round off than actual data used. Everytime the phone synced on new email or message receipt, I would clock at least 1 MB of data. It was terrible.

https://publicmobile.ca/en/on/plans

Re: Data Usage inaccurate

Mary_M — Mon, 15 May 2017 13:24:43 GMT

Good morning @naddude,

Thank you for reaching out to us!

I have sent you a private message - rest assured that you have only consumed about 16 MB 😃

Cheers,

Mary

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 17:02:51 GMT

@Mary_M wrote:
Good morning @naddude,

Thank you for reaching out to us!

I have sent you a private message - rest assured that you have only consumed about 16 MB 😃

Cheers,

Mary

Hi Mary:

That is the problem.I have actually only consumed 8 mgs of data according to my iPhone and independent tracker. So I wonder how PM calculates its usage? If it's a trend PM is doubling my actual usage on a continual basis them 3 gigs will only equal 1.5 gigs.

Re: Data Usage inaccurate

CS_Agent — Mon, 15 May 2017 17:11:44 GMT

Thank you for your reply!

We don't double usage - the usage shown on our end is accurate. Have you upgraded any apps or the OS of your phone? These could also be the root of the issue and the reason why your data consumption is so high @naddude

Mary

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 18:00:27 GMT

Mary: I have not made any big chnges to my system and the iPhone settings tracker of data has always been very accurate. So the problem is at your end. At this point although the descrepancy is about 50% the amount of data is small. I will keep an eye on your site to endure it was a one time only descrepancy and not a trend. Still how do you account for such a large difference? I was with Telus mobile for more than 15 years and never expereinced this. I know you are using the same system so how does this happen?

Re: Data Usage inaccurate

CS_Agent — Mon, 15 May 2017 18:10:40 GMT

As mentioned, you only consumed 16MB- which is really a small amount (16050KB, only enough to open a page or open an app and browse a few pages) @naddude

Mary

Re: Data Usage inaccurate

naddude — Mon, 15 May 2017 18:36:15 GMT

Check my private message and my actual data history on your site and you see a wildly different decreapcy.

Re: Data Usage inaccurate

CS_Agent — Mon, 15 May 2017 18:42:21 GMT

I have checked them and I have responded. I've also verified on my end and it only shows that 16MB was used - can you please log into your self-serve account to confirm this?

I also looked at your usage and I was able to calculate the same amount - now 16116KB used @naddude

Mary