topic Re: Data Disappeared in Get Support

Data Disappeared

AmaiKuda — Thu, 26 May 2022 17:59:54 GMT

I pay for a plan with 5GB of data on thh 3rd of each month. It always lasts me the whole month and I have never run out. This month I got a notice on the 14th saying I had used 100% of my data, which I'm pretty sure is impossible. I didn't do anything out of the ordinary, so I think there was an error on Public Mobile's side. How do I address this?

Re: Data Disappeared

hTideGnow — Thu, 26 May 2022 18:04:47 GMT

HI @AmaiKuda you plan does NOT always renewed on the 3rd of each month .

PM is on 30 days cycle and the cycle start date changes. so, it has been moving. Login to My Account and check when is the next renewal date. 30 days before would be the current cycle start date. Check first

Re: Data Disappeared

iliketotalk — Thu, 26 May 2022 18:07:16 GMT

@AmaiKuda hi if you check in your self serve account under data and addons you will see a line for your data if none is there than you've used it all you can also check on your phone for any extra data usage recently

Re: Data Disappeared

Meow — Thu, 26 May 2022 18:06:59 GMT

PM Plans renew every 30 days so you cannot have renewal on 3rd of every month. It might happen for 2 months but that is not a rule.

Did you check your self-serving account - how much data you have?

SMS from PM might not be that reliable.

Plus check your background apps; some of them might be hungry this month.

Re: Data Disappeared

softech — Thu, 26 May 2022 22:23:29 GMT

@AmaiKuda PM has a 30 days cycle and not month.

Login to My Account, first check the Transaction log ( https://selfserve.publicmobile.ca/Overview/payment/Payment-History/ ) The last payment date was the first day of this cycle

Then go to Usage history ( https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/ ) and add up the web traffic. Filter from the first day of the cycle. Do not trust the sort feature, it looks sorted but it is not. Go through each page

https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/ . - . Sample screenshot only. Remember to hide real phone numbers

Then, if you are on Android, you can check your usage from Mobile Data page. (Sorry, if you are on iOS, there is no easy way to track usage back)

Change the cycle start date to match your current PM cycle start date. This will tell you how much data you used from the device and which app used the data and how much

Re: Data Disappeared

JL9 — Thu, 26 May 2022 18:20:28 GMT

You cna look at your data usage in self serve. Sometimes it may have been inadvertent, like not realizing wifi was turned off or apps running/loading in background. Have to always be diligent. I think everyone has fallen victim to it at sometime or another

Re: Data Disappeared

DOA — Thu, 26 May 2022 19:46:58 GMT

It's very possible to burn through all of your data in 10 days or less. Some apps can use tons of data in the background. If your phone isn't set to update or upload pictures on wifi only, that can also do it.

So do some googling and find out how to see which apps are using your data.

Re: Data Disappeared

darlicious — Thu, 26 May 2022 21:18:54 GMT

@softech

Are the phone numbers you are displaying fake or out of service? Otherwise they really should be obscured from view....even just to show as a good example for customers....so they don't think it's okay to post a screenshot in that manner?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Data Disappeared

softech — Thu, 26 May 2022 21:22:09 GMT

@softech just fake

Re: Data Disappeared

darlicious — Thu, 26 May 2022 21:27:36 GMT

@softech

Lol...are you talking to yourself? Maybe you need a nap? Or get some fresh air?

Still maybe you need a little disclaimer under your screenshot with an explanation and a warning for customers not to display the phone numbers in their screenshots if they post them on the community?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Data Disappeared

softech — Thu, 26 May 2022 22:39:45 GMT

@darlicious Ok, just completed " Change Number", hope no one will be calling "me" now And disclaimer added

Re: Data Disappeared

ZuckMark — Thu, 26 May 2022 23:05:22 GMT

When you fill up your car's tank of gas and all of sudden it's empty before the time you always expect, are you going back to the gas station to complain about the gas didn't last the whole month?

Re: Data Disappeared

ZuckMark — Thu, 26 May 2022 23:07:06 GMT

It's not mandatory that the data will last your whole month! It will depends on the usage of your cellphone. IS NOT THE COMPANY!

Re: Data Disappeared

darlicious — Thu, 26 May 2022 23:21:43 GMT

@softech wrote:
@softech just fake

@softech

Lol....did you miss this part or did you tell yourself it doesn't matter?😆😆😆

@ZuckMark

Now maybe you need to have a talk with yourself and see if you would like to be replied to in the manner that you post? Keep repeating to yourself "Kind and friendly. Kind and friendly." It should stick eventually?😉

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.