topic Re: add-on data missing in Get Support

add-on data missing

taylor72 — Thu, 06 Jan 2022 08:51:38 GMT

I have 100mins/15$ plan with 250mb bonus. 2gb free add-ons promotion data (I know some was used, maybe 200mb). I recently checked my account and found the 2GB free add-ons gone. I checked the history and found the following information. Not sure if it was a system error and removed my add-ons data from my account. I never had the data like 3gb. This is impossible in my account.

19/08/2021 12:07

Web

3166.106 MB

$0.00

Thanks.

Re: add-on data missing

Anonymous — Fri, 22 Oct 2021 16:43:35 GMT

@taylor72

go sign in to Self-Serve, to review your account, under your My Data & Add-Ons

take a screenshot and blacked personal information..

Re: add-on data missing

LeePublic — Fri, 22 Oct 2021 16:46:56 GMT

@taylor72 What does it say under data usage in your account? If you want, you could share a screenshot of your data usage in your PM account. Please exclude any personal information.

Re: add-on data missing

taylor72 — Fri, 22 Oct 2021 17:08:02 GMT

Re: add-on data missing

t_p — Fri, 22 Oct 2021 17:10:37 GMT

@taylor72 wrote:

I have 100mins/15$ plan with 250mb bonus. 2gb free add-ons promotion data (I know some was used, maybe 200mb). I recently checked my account and found the 2GB free add-ons gone. I checked the history and found the following information. Not sure if it was a system error and removed my add-ons data from my account. I never had the data like 3gb. This is impossible in my account.

19/08/2021 12:07 Web 3166.106 MB MB $0.00

Thanks.

@taylor72

If it's a system error, you need to contact CS:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

OR: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: add-on data missing

Anonymous — Fri, 22 Oct 2021 17:18:02 GMT

@taylor72

you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to
they can solve your issue, they are nice Service Team they 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 Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
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 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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: add-on data missing

keepasa — Sat, 23 Oct 2021 19:00:10 GMT

Have you tried looking up the mobile data usage in the phone settings? This may help clear things in case it was some background app issue sucking data. If not, it would still benefit if needed to send a cap to the CS agent.

Re: add-on data missing

keepasa — Sat, 30 Oct 2021 21:32:45 GMT

Did you get it resolved after?

I find it strange since you were on $15 plan with $250MB and plus the 2GB promotion data. How did you have data quantity 3166.106 MB being extracted on log history? You must of had other promotional data since the 2GB + 250 MB is only 2.25GB.