topic Plan set to Renew, data seems to have disappeared in Get Support

Plan set to Renew, data seems to have disappeared

Vandalhart — Thu, 06 Jan 2022 08:04:16 GMT

Hello,

Last month I changed up my plan and set it to renew at a different one. It was originally a 2Gb+500MB bonus data with auto pay, and I noticed there was an update that had a 2.5GB+500MB bonus data with autopay. I went ahead and initiated that to change on my next renew date (August 10th). Today, I have found my data is no longer fuctioning, and when I log into the self serve it doesn't list any data under the Data & Add On usage page.

Is this happening because of the renewal? Will it sort itself out on it's own?

Normally I'd give it more time, but my wife is also being changed over and I want to be prepared if this will happen to her later this week.

Thanks,

Re: Plan set to Renew, data seems to have disappeared

softech — Mon, 09 Aug 2021 16:17:59 GMT

@Vandalhart 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.

You can either buy Data Add-On for use till the end of the cycle. However, since only a day or 2 more , maybe you can be without data till the new cycle?

Re: Plan set to Renew, data seems to have disappeared

Dunkman — Mon, 09 Aug 2021 16:19:35 GMT

@Vandalhart

Unlikely related to your renewal. Likely due to the fact that you used up your data allotment for this 30 day cycle. It should renew overnight to the new plan. You could check your data usage history in your self service account to confirm that you ran out of data for this cycle.

Re: Plan set to Renew, data seems to have disappeared

Anonymous — Mon, 09 Aug 2021 16:27:09 GMT

@Vandalhart

i suggest you can try it for a different Browser
and do clear cache and cookies for any Browser,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here

and Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

you need to Managing Your Data Usage visit Here

when you login to your self serve it doesn't list any data under the Data & Add On usage page. 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 set to Renew, data seems to have disappeared

Vandalhart — Mon, 09 Aug 2021 16:28:23 GMT

That is a potential issue. When I got to Data & Add-On Usage it's has this message:

"Usage for Phone Number

If a feature is not listed above, it may have been fully consumed and no longer available for use.

Your Data & Add-On limit will show the total min./MB available on your account at the time of your last Add-On purchase.

U.S. Roaming Add-Ons expire after 10 days. Any unused data expires at the end of the U.S. Roaming Add-On. Add-Ons that are not U.S. Roaming related do not have expiry dates. Any remaining data or minutes in your Add-On will continue to roll over until they are used up. In-plan data expires at the end of your renewal cycle. It does not roll over to your next 30 or 90-day cycle."

Would that indicate that I've used my allotted monthly data? I would have expected it to show 2GB/2GB, and 500MB/500MB for the old plan.

When I set my plan to renew I changed up my monthly data usage tracking start date (because I believe I had one set to an incorrect date) to match my billing date, so the phone still thinks I have data available.

Re: Plan set to Renew, data seems to have disappeared

Vandalhart — Mon, 09 Aug 2021 16:29:25 GMT

perfect. I'll just wait out the next day then.

Re: Plan set to Renew, data seems to have disappeared

Anonymous — Mon, 09 Aug 2021 16:33:33 GMT

@Vandalhart : If you're on autopay then it might be an idea to deposit enough funds to cover the new plan cost.

Re: Plan set to Renew, data seems to have disappeared

Anonymous — Mon, 09 Aug 2021 16:43:11 GMT

@Vandalhart

at public mobile is the service Prepaid,

so for U.S. Roaming Add-Ons is not about used or not use it that is only 10 day packages
and one time purchase for all Add-on

Re: Plan set to Renew, data seems to have disappeared

Vandalhart — Mon, 09 Aug 2021 16:51:01 GMT

Thanks for the replies folks.

Looking at what I remember, I believe it's just as someone said here. I've used up all my data.

I know I have/had 2.5GB to use, and I had a little bit left over from a free 1GB promotion from last year, so it pretty much adds up to the amount displayed on my phone.