topic Re: Data Usage Texts vs. Data Usage History Not Equal in Get Support

Data Usage Texts vs. Data Usage History Not Equal

BCsurfer — Thu, 06 Jan 2022 07:42:26 GMT

Hello, I received all three of my 75/95/100% usage texts within roughly 1 hour of each other today. I then went and checked both my wife's and my own (shared data) usage history and keyed in the dates that correspond with our billing cycle. We have the 5GB plan, and adding up all the values on each of the page/tabs going back to the start of our billing date shows only around 1GB used so far. How can I confirm that my data usage history is correct and that I have not used all my data? How do I get this resolved and my ability to use data reinstated?

Thanks for the help!

Re: Data Usage Texts vs. Data Usage History Not Equal

NDesai — Tue, 06 Jul 2021 00:20:07 GMT

@BCsurfer That's a huge data gap when you compare it to the usage in your self-serve account. Mostly, it reports data usage correctly and we see few MB of data missing, but you are seeing 4GB of difference. It is hard to believe. You must be missing some days with heavy data usage. Remember, PM is based on 30 days cycle, not month to month.
BTW, can you elaborate on "both my wife's and my own (shared data)"? PM does not provide data pool or multiple line on the same account.

Re: Data Usage Texts vs. Data Usage History Not Equal

BCsurfer — Tue, 06 Jul 2021 00:27:56 GMT

Right. Bit of brain hiccup there....the shared data with wife was my previous plan with Telus.

Regardless, point/post still stands, when I go into data usage history, I am setting the manual search field to show just the dates since my last billing. I'm pretty sure I've got that part correct. I've recorded all of the MB values on each tab and cycled through all the tabs upto and including today and I'm landing at roughly 1 of 5 GB used.

Re: Data Usage Texts vs. Data Usage History Not Equal

esjliv — Tue, 06 Jul 2021 00:30:44 GMT

@BCsurfer wrote:
Hello, I received all three of my 75/95/100% usage texts within roughly 1 hour of each other today. I then went and checked both my wife's and my own (shared data) usage history and keyed in the dates that correspond with our billing cycle. We have the 5GB plan, and adding up all the values on each of the page/tabs going back to the start of our billing date shows only around 1GB used so far. How can I confirm that my data usage history is correct and that I have not used all my data? How do I get this resolved and my ability to use data reinstated?

Thanks for the help!

Hello @BCsurfer - hum, that's curious?

If you and your phone each have a Public Mobile account, the usage are kept separately per account.

You said you went back adding up all the values. So you have to do each account separately.

ALSO NOTE, your DATA OVERVIEW on your Self Serve account is automatic; where as your detailed usage is delayed about 24 hours...it tends to populate over night. So if you used a bunch of data today, you would not see the detail usage on your Self Serve account history until tomorrow.

Whichever phone received the messages, can you check the data usage, per app, to see what was the heavy data users?

Did you perhaps forget to turn on wifi? That happened to me once. It burns through data like crazy when you don't realize you are using it.

Re: Data Usage Texts vs. Data Usage History Not Equal

softech — Tue, 06 Jul 2021 00:30:58 GMT

@BCsurfer not sure what you meant by "shared data".. you have 2 accounts or 1 with PM?

Also, just a reminder, PM runs on a 30 days cycle and NOT monthly. When you go on My Account, there is a next payment due date, 30 days before that would be the current cycle start date (e.g, payment due date: July 24 - current cycle started Jun 24)

Take that current cycle start date and set this as your current cycle on your phone's Mobile Data usage start date. Your phone would then tells you how much data you used since the beginning of that cycle date. Check to see if that number make sense.

hope this helps

Re: Data Usage Texts vs. Data Usage History Not Equal

esjliv — Tue, 06 Jul 2021 00:33:15 GMT

I've recorded all of the MB values on each tab and cycled through all the tabs upto and including today and I'm landing at roughly 1 of 5 GB used.

@BCsurfer 4GB is still quite a bit to use up, even if it was just from today.

Do you see your Data Line listed in your Overview tab? If it does show, what does it say?

Under this area:

Re: Data Usage Texts vs. Data Usage History Not Equal

softech — Tue, 06 Jul 2021 00:47:33 GMT

@BCsurfer the web traffic you add up from Usage History should be same as the data used shown on the overview tab (screenshot by @esjliv )... if you notice the usage you sum up is not the same , then it must be your calculation....

Re: Data Usage Texts vs. Data Usage History Not Equal

darlicious — Tue, 06 Jul 2021 01:02:27 GMT

@BCsurfer

Set your data tracker on your phone to the correct 30 days of your cycle and compare it to your daily usage count. Now do either of these or both match up to your data counter on your overview page? If it is still there? What is your typical usage per cycle? When was your renewal? 7 to 10 days ago? I suspect either.......

You still have about 3.5gb of data remaining in your account on your overview page and these are are errant texts you can ignore.

Or your data did not reset upon renewal and you just used what was your unused portion of plan data from your previous 30 day cycle.

If the latter seems to add up contact the moderators to reset your plan data.

Re: Data Usage Texts vs. Data Usage History Not Equal

NDesai — Tue, 06 Jul 2021 01:10:46 GMT

@BCsurfer wrote:
Right. Bit of brain hiccup there....the shared data with wife was my previous plan with Telus.

Which plan do you have with Public Mobile? You getting the warning sms texts within 1 hour says you used up about 1 GB in a very short period. Please confirm you have 5GB data plan with Public Mobile.

Re: Data Usage Texts vs. Data Usage History Not Equal

NDesai — Tue, 06 Jul 2021 01:13:59 GMT

@darlicious wrote:
You still have about 3.5gb of data remaining in your account on your overview page and these are are errant texts you can ignore.

Are you sure about this? If they are sent to ignore even in some odd cases, it's a problem we need to report.

Re: Data Usage Texts vs. Data Usage History Not Equal

BCsurfer — Tue, 06 Jul 2021 01:15:42 GMT

It's only showing my US minutes remaining on that row. I have painstakingly copy/pasted all of my data usage history line items from the public mobile site into a google doc spreadsheet, and the spreadsheet confirms, it's just 1GB.

Re: Data Usage Texts vs. Data Usage History Not Equal

NDesai — Tue, 06 Jul 2021 01:19:18 GMT

@BC wrote:
It's only showing my US minutes remaining on that row. I have painstakingly copy/pasted all of my data usage history line items from the public mobile site into a google doc spreadsheet, and the spreadsheet confirms, it's just 1GB.

Thanks for confirming the plan you have. The 5GB data bucket not showring up in the Add-ons section means you did fully use it up. So far, the system has not reported anything wrong like this. Are you adding up all "web" activities from the usage page since your last renewal date and including today?

Re: Data Usage Texts vs. Data Usage History Not Equal

BCsurfer — Tue, 06 Jul 2021 01:23:04 GMT

I'm including everything thats listed on the data usage history page. Just a straight copy/paste into a google sheet. Here's a part of it, I've removed the personal info in the middle columns but you get the idea.

Re: Data Usage Texts vs. Data Usage History Not Equal

darlicious — Tue, 06 Jul 2021 01:25:39 GMT

@NDesai

There have been many reports of erroneous data usage texts being sent out lately.

@BCsurfer

Its easy to use up all of our plan data when it does not reset upon renewal. You have enough evidence to prove this point if your renewal occurred about a week ago.

Re: Data Usage Texts vs. Data Usage History Not Equal

softech — Tue, 06 Jul 2021 01:26:05 GMT

@BCsurfer questions are:

1. when is your cycle start date?

2. when you add up the Usage History, is the sum same as what you see in the Overview Tab on My Account

3. Put in the cycle start date into your phone for the Mobile Usage. What is the total usage showing from the Phone?

Re: Data Usage Texts vs. Data Usage History Not Equal

BlueB — Tue, 06 Jul 2021 01:27:48 GMT

@BCsurfer wrote:
I'm including everything thats listed on the data usage history page. Just a straight copy/paste into a google sheet. Here's a part of it, I've removed the personal info in the middle columns but you get the idea.

Welcome to the Community!

I'm impressed! You sound like a data scientist or auditor... am I close? 🙂

Seeing that you've gone in and checked your detailed usage, if it's really off, then I would push this up the food chain. May I recommend you do yourself a favour and double-check the start/end dates for your cycle? Once you've agreed the cycle with your data, I'd push this over to the Moderators (staff) here since we're just users helping users.

You can open a ticket with the Moderators via the SIMon chatbot (chat bubble, lower-right corner) and authenticate yourself to attach your account to the ticket. Alternatively, you can message them directly here, but they'll still need to authenticate you separately. I'm really curious now what's going on! 🙂

Re: Data Usage Texts vs. Data Usage History Not Equal

darlicious — Tue, 06 Jul 2021 01:29:30 GMT

@softech

#2 has been answered....there's none left.

@BCsurfer

It's time to contact the moderators.....they will probably be in touch in the morning seeing how late it is now.

Re: Data Usage Texts vs. Data Usage History Not Equal

darlicious — Tue, 06 Jul 2021 01:32:26 GMT

@BlueB

This is not an uncommon problem however it highlights the prudence of taking screenshots of your payment and overview page before and after renewal.

Re: Data Usage Texts vs. Data Usage History Not Equal

NDesai — Tue, 06 Jul 2021 01:46:58 GMT

@BCsurfer wrote:
I'm including everything thats listed on the data usage history page. Just a straight copy/paste into a google sheet. Here's a part of it, I've removed the personal info in the middle columns but you get the idea.

That is from July 3 to 5. What about the usage prior to these two days? There are multiple pages to go through and it's not so easy as only a handful or usage load on the 1st page.

Re: Data Usage Texts vs. Data Usage History Not Equal

BCsurfer — Tue, 06 Jul 2021 01:45:11 GMT

Yep, I just posted the first page as an example. I could share a link to the google doc...wasn't sure if they want us linking things here.