topic my add ons got deleted? in Get Support

my add ons got deleted?

korenish — Wed, 19 Jan 2022 18:00:25 GMT

hi,

my bonus add-on not there any more.

I have 2 accounts, and one still has all add-on that suppose to get but other account all add-on are gone.

2GB one time data bonus
5GB bonus

these are two add-on that I suppose to get.

thank you.

Re: my add ons got deleted?

0PX9O4 — Tue, 18 Jan 2022 17:34:39 GMT

@korenish

The data add-ons disappear once the data is used up, so that is likely what happened. But that having been said...

Please send a private message to CS_Agent with your account details so they can look into this for you.

Re: my add ons got deleted?

pkaraa — Tue, 18 Jan 2022 17:37:07 GMT

They are gone from the self serve my account page?

Any possibility of getting used up, Big updates or tethering for netflix/gaming..

Remove your account number from the post and send a direct msg to CS_Agent to get deleted add-on sorted out.

Re: my add ons got deleted?

hTideGnow — Tue, 18 Jan 2022 17:41:22 GMT

HI @korenish It is dangerous to post your account number here. Please click on the down arrow on the top right of your post, modify and remove the account number

Add-on are gone after they are fully consumed. Please check My Account's usage history page

Also, you can check your Mobile Data usage on your phone to see if it makes sense.

Re: my add ons got deleted?

Anonymous — Tue, 18 Jan 2022 17:47:27 GMT

@korenish : Something like this happened to me recently. I had asked the CSA's to add the gifts on one account. Well something they did thoroughly gortched my account. Of course they denied anything was wrong or missing. I had a screenshot from not long prior to prove what I had. And I know what I have 🙂 . A more senior CSA fixed it all up. Hopefully you will have a happy ending.

Re: my add ons got deleted?

Yummy — Tue, 18 Jan 2022 18:06:53 GMT

Did you by any chance used your 2GB data bonus not realizing you are on-line?

Re: my add ons got deleted?

esjliv — Tue, 18 Jan 2022 21:29:39 GMT

Screenshots of you accounts regularly can be your friends, as @Anonymous as proven ;P.

Think of it has downloading a monthly statement. Unfortunately, when addons like that go away there is no where to see it easily. They are just there, used up, then disappear. Going through usage detail history would be difficult (not impossible, but not fun).

If you have any screen shots showing these recently include them in your ticket to Customer Support Agents (CSA): https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

my add ons got deleted?

darlicious — Tue, 18 Jan 2022 22:00:55 GMT

@computergeek541 @Dunkman

Could you remove the account info please and thank you.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: my add ons got deleted?

korenish — Wed, 19 Jan 2022 18:01:06 GMT

no. i havent used it up.

Re: my add ons got deleted?

hTideGnow — Wed, 19 Jan 2022 18:04:56 GMT

@korenish wrote:
no. i havent used it up.

HI @korenish

Usually if it is not there, it means they are all used up

Of course, there could be system glitch. Open a ticket with PM to have them to investigate

click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: my add ons got deleted?

darlicious — Wed, 19 Jan 2022 18:19:14 GMT

@korenish

Are you very consistent with your data usage? Do you have an android phone? Set your data tracker to the correct dates. You should be able to access your last 4 months of usage. If you have kept to your plan data's usage you then may be able to prove that a glitch has occurred. Perhaps @Anonymous can give you the name of the CSA then fixed the glitches in his account and is aware that this kind of glitch can occur but you will need some compelling evidence to prove it if you do not have any screenshots of your account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.