topic Re: Plan expired, renewed no data in Get Support

Plan expired, renewed no data

sadik — Thu, 06 Jan 2022 08:03:47 GMT

My plan expired then i added funds which renewed the account but now there's no data with the plan for the same $75/90 days. Can I get my data back?

Re: Plan expired, renewed no data

hairbag1 — Sun, 08 Aug 2021 19:27:51 GMT

@sadik wrote:
My plan expired then i added funds which renewed the account but now there's no data with the plan for the same $75/90 days. Can I get my data back?

Let us know what you see.

Re: Plan expired, renewed no data

softech — Sun, 08 Aug 2021 19:52:00 GMT

@sadik if you login to My Account, is it showing status Active now? what is it showing for next renewal date? did you click Renew current plan now after you pay? did you reboot your phone after you pay?

Re: Plan expired, renewed no data

darlicious — Sun, 08 Aug 2021 20:14:07 GMT

@sadik

When you log into your account do you see your plan data counter at the bottom of your overview page? If not and your account is active your data may have not reset. If that is the case contact the CSA's to have them reset your data counter.

Type "plan data did not reset" and "human" and follow the prompts to submit your ticket via Simple--Simon. Keep an eye on your private message box the envelope icon at the top right corner of your screen for a little number to pop indicating a message from a CSA. Responding promptly will speed up service times.

Re: Plan expired, renewed no data

esjliv — Mon, 09 Aug 2021 02:53:56 GMT

@sadik wrote:
My plan expired then i added funds which renewed the account but now there's no data with the plan for the same $75/90 days. Can I get my data back?

@sadik

Where are you seeing no data? On your phone...Did you try rebooting your phone?

Or on your Self Serve?

If Self Serve, contact CSA to let them know.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Plan expired, renewed no data

sadik — Mon, 09 Aug 2021 22:38:08 GMT

there's nothing listed on it. It's just blank

Re: Plan expired, renewed no data

darlicious — Mon, 09 Aug 2021 22:46:43 GMT

@sadik

Contact customer support and ask them to reset your data. Type in " data did not reset" and "human" and follow the prompts to submit your ticket via Simple--Simon. Keep an eye on your private message box the envelope icon at the top right corner of your screen for a little number to pop up indicating a message from a CSA. Responding promptly will speed up service times.

Edit:

Oops! I realize I just repeated myself! This happens occasionally so good thing you checked. You should screenshot your overview page before and after renewal to help show this occured to the CSA should it happen again in the future.

Re: Plan expired, renewed no data

sadik — Mon, 09 Aug 2021 22:54:10 GMT

My account is active, showing next payment is in November. I simply paid as it prompted me in red when first login that I had to load up my account. Paid the $75 not really checking the details beforehand. I did reboot the device a few times after paying with no luck.

As mention with the other reply, my My Data & Add-Ons is empty.

Re: Plan expired, renewed no data

darlicious — Mon, 09 Aug 2021 22:58:29 GMT

@sadik

Did you just go thru renewal? Or is your renewal upcoming?

Re: Plan expired, renewed no data

sadik — Mon, 09 Aug 2021 23:07:31 GMT

@darlicious Yes, the previous term expired Aug 6th and didn't really get around to fixing it up until yesterday (8th). In which I loaded $75, then it renewed by itself once I loaded the funds. Then after in the overview screen it showed that my plan was only talk/text. I know I had data and can back it up with the the usage history.

Re: Plan expired, renewed no data

Anonymous — Mon, 09 Aug 2021 23:10:34 GMT

@sadik : Is there anything showing under My Data & Add-ons? Or if you click on Plan Details what shows there?

Re: Plan expired, renewed no data

darlicious — Mon, 09 Aug 2021 23:12:26 GMT

@sadik

Self serve has been very glitchy lately so getting the CSA's ( formerly moderators) to reset your data is the only option there is nothing we can do on our end. Curiously how much data comes with your 90 day plan?

Re: Plan expired, renewed no data

Anonymous — Mon, 09 Aug 2021 23:13:36 GMT

@sadik

sign in to Self-Serve, to review your account history, your My Data & Add-Ons is empty.?

if you don't see a line about data under My Data & Add-Ons on My Account,

that would mean the data for the months are all used up.

or if you are sure not used

do one thing Make sure your phone is off before removing your SIM card,

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

or can you do try reseat the SIM card

1. power off your device

2. take out the SIM card,

3. wipe it clean SIM card,

4. put it back and power on,

5. toggling airplane mode off/on,

and do again Rebooting your phone means to turn off your phone and turn it back on again.

How to reset network settings on an IPhone

Go to Settings > General > Reset > Reset Network Settings.

This also resets Wi-Fi networks and passwords,

or visit HERE

and go Changing APN Settings On An IPhone

click HERE

How to reset network settings on an Android device

Open the Settings app on your Android.
Scroll to and tap either "General management" or "System," depending on what device you have.
Tap either "Reset" or "Reset options."
Tap the words "Reset network settings."

or visit HERE

and go Changing APN Settings On Android device

click HERE

Ensure you have the correct APN settings by visiting HERE.

Select the brand and model of your phone, After doing so, you will be provided with the exact APNs required for your phone on our network.

if stil not working you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

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 Service by CS_Agent. Click Here to get started.

or you can send a private message to Customer Service by CS_Agent, by Click Here.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Service by CS_Agent, will Response by private message to you inbox
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: Plan expired, renewed no data

sadik — Mon, 09 Aug 2021 23:19:48 GMT

Thanks everyone! I've submitted a ticket and hopefully gets resolved. The self-serve site seems glitchy at the moment as I keep getting error on pages I try to access.

@Anonymous I will try these steps once I hear back from CSA

@darlicious I think it was only 500mb but with the auto pay got an extra 500mb

Re: Plan expired, renewed no data

Anonymous — Mon, 09 Aug 2021 23:25:04 GMT

@sadik wrote:
Thanks everyone! I've submitted a ticket and hopefully gets resolved. The self-serve site seems glitchy at the moment as I keep getting error on pages I try to access.

@Anonymous I will try these steps once I hear back from CSA
@darlicious I think it was only 500mb but with the auto pay got an extra 500mb

@sadik

and also you can upgrade your plan when you getting Response from Customer Service by CS_Agent, if you need more data.

Re: Plan expired, renewed no data

darlicious — Mon, 09 Aug 2021 23:54:40 GMT

@sadik

No laundry list needed. You have already been given your solution the CSA 's have to fix it for you. Someone--sure wants to pad their post count.

Maybe consider how much you really need full speed 4G LTE data over your next 90 days. The current $25/1gb w/autopay would triple your data and give you greater flexibility to change plans Since you don't use a lot of data to begin with you probably wouldn't notice the difference with it throttled to 3mbps and one can always switch to 3G on your phone for speeds up to 20mbps+ but averaging 12mbps depending on network traffic..... if a higher speed is needed.

You could also consider the $15/250mb w/autopay to save some money. A few adjustments to your calling patterns to use less of your 100 outgoing minutes on voicemail for example. December should hopefully bring "more the merrier" international calling and data add on gifts from pm again that will supplement the $15 plan. Even without gifts If you added the $15/1gb data add on and the $5/500min Canada wide calling add on you will still save $$ with "more" service.

$15 plan x 3 months=$45+$15/1gb=$60+$5/500min=$65÷3=$21.67 per 30 days/$65 per 90 days

You would have 1.75gb of data ( 250mb of plan data) with the data add on rolling over so still maintaining data usage flexibility and minutes rolling over as well so both add ons could easily last longer than 90 days further reducing your averaged monthly plan+add on cost. With flexibility to bump up to another plan based on need.

You would get 300+500 outgoing calling minutes. Most people with the $15 plan would struggle to use even 200 min total in outgoing calls. Just get the fongo app to call voicemail or to wait on hold to a local number. It's handy for call forwarding too....when travelling outside of Canada.

You won't be able to get your current plan back or 90 day plans but you might be better off. if you do decide to switch plans I would be curious to see if purchasing the data add on a few days before your scheduled change plan on next renewal whether it would stay at full 4G LTE or throttle down to 3mbps like your new plan? ( Just a thought I had.....🤔)