topic Re: My Add-On Data disappeared in Get Support

My Add-On Data disappeared

sgerami — Sun, 01 May 2022 14:57:38 GMT

I had 3GB of addon data and they disappeared. What happened to it? How do I get it back?

Re: My Add-On Data disappeared

dust2dust — Sun, 01 May 2022 15:02:11 GMT

If this was a recurring promo then it should reappear at renewal. Otherwise if you used it all then it's gone. Or did you change plans down from having the promo?

Re: My Add-On Data disappeared

softech — Sun, 01 May 2022 15:02:37 GMT

@sgerami it disappears from My Account's My Data & Add-ons?

Usually when it disappear, it means it is all used up and hence got removed. You sure you didn't use them up?

Did you recall how much data left when you last check? and when did you last check and see it?

Check the Usage Log from My Account (https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/) and see if that confirm a large data usage lately. Go through each page there

Also, if you are on Android, you can easily trace back on the device level if you have used the data. Something like this:

Confirm first, sometimes, the phone turned on Data itself (like Adaptive Wifi or Wifi-Assist got enabled) or you accidentally download a big update or stream files you weren't aware

Re: My Add-On Data disappeared

Yummy — Sun, 01 May 2022 15:12:38 GMT

If you bought 3GB of data and you used to see it but not anymore, that means you used all your data allowance.

Re: My Add-On Data disappeared

sgerami — Sun, 01 May 2022 15:13:20 GMT

I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

Re: My Add-On Data disappeared

sgerami — Sun, 01 May 2022 15:15:33 GMT

I was not a recurring promo. I have not changed my plan.

Re: My Add-On Data disappeared

softech — Sun, 01 May 2022 15:19:21 GMT

@sgerami wrote:
I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

but you remember how much left from the 3GB? It should show something like

2044/3072

which would mean you have used 2044 Mb out of 3072Mb. was it a number close to 3GB already?

If you want to confirm with PM Support, please open ticket with them:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: My Add-On Data disappeared

esjliv — Sun, 01 May 2022 16:25:44 GMT

@sgerami wrote:
I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

@sgerami - A few weeks could have used up 3 GB.

Under this area would be your most accurate gauge of current data usage.

It would be nice if the line didn't disappear and just said "used up or consumed 3072Mb" instead. But it doesn't.

If you are looking in the detail usage history to add up your data, this is not 'live'. There will be a 6-12 hour delay for usage to show up there, so not the greatest to go by if you want "NOW" available/usage.

Re: My Add-On Data disappeared

JL9 — Sun, 01 May 2022 16:41:50 GMT

Most likely used up then, what were you using your data for typically?

Re: My Add-On Data disappeared

Meow — Sun, 01 May 2022 16:59:26 GMT

@sgerami wrote:
I had 3GB of addon data and they disappeared. What happened to it? How do I get it back?

What do you usually do with your data? If you do not see it you used it all up.

Can you provide screenshot of your usage?