topic Re: Data Reset in Get Support

Data Reset

Sylvie1968 — Sun, 17 Jul 2022 14:58:58 GMT

My payment went through yesterday, but my data did not reset.

Re: Data Reset

hTideGnow — Sun, 17 Jul 2022 15:01:07 GMT

HI @Sylvie1968 did you check My Account? it should show the usage clearly now.

Do you mind to provide a screenshot?

Re: Data Reset

hairbag1 — Sun, 17 Jul 2022 15:06:18 GMT

Let us know too.

edit...I just checked and PM web has "crashed" again, so you'll hafta wait until things stabilize before investigating further.

Re: Data Reset

Meow — Sun, 17 Jul 2022 15:05:31 GMT

Could you provide screenshot of your account (mask personal data)? It should reset for sure...

Re: Data Reset

Sylvie1968 — Mon, 18 Jul 2022 01:39:12 GMT

data has not reset with the new billing cycle.

Re: Data Reset

Sylvie1968 — Mon, 18 Jul 2022 01:49:38 GMT

yes, i checked several times yesterday and today.

Also, I keep getting an error 404 message.

Re: Data Reset

hTideGnow — Mon, 18 Jul 2022 01:52:07 GMT

Hi @Sylvie1968 can you check 2 more things

Check Usage Log, see how much data since July 16, just filter out the data traffic

then check your mobile data usage on your phone if you are using Android. See if they match

Re: Data Reset

dust2dust — Mon, 18 Jul 2022 01:52:54 GMT

Were you out of data before your renewal?

Do you always leave your data on?

Will your phone let you see which apps or the OS took all that data in a day and a half?

Re: Data Reset

Sylvie1968 — Mon, 18 Jul 2022 01:59:42 GMT

I don't leave my data on.

I did not use 975mb in a day and half.

The data usege that is currently showing was my data usage before renewal on july 16. It did not reset the data at renewal.

Re: Data Reset

Sylvie1968 — Mon, 18 Jul 2022 02:07:32 GMT

My phone data usage says i only used 1.26mb since july 15.

Re: Data Reset

dust2dust — Mon, 18 Jul 2022 02:09:15 GMT

Can you look at your View Usage History and find those data lines. It's not unheard of around here that data doesn't get reset. But we can still find ways to make sure it is that rare occurrence. (I'm not sure why I had to set the date to the 15th to see items on the 16th ??)

Re: Data Reset

hTideGnow — Mon, 18 Jul 2022 02:11:37 GMT

HI @Sylvie1968 Look good on your device.

Last thing to check is your Usage history in My Account. Filter out from July 15 and see how much it said used

Then send all these info and screenshots to PM CS Agent.

To open ticket

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally 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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437