topic Re: Accessing My Data Add Ons in Get Support

Accessing My Data Add Ons

JeffDoc — Mon, 26 Sep 2022 18:38:53 GMT

Good Morning,

Due to the storm knocking out power here in PEI, I hit my 5.5 Gig mobile data limit and I'm getting no data whatsoever when I turn off my generator to preserve fuel and my wifi shuts off. I know my plan renewal tomorrow but I'd rather not buy extra data for a half day if there is data sitting in my account that I can somehow access.

However, if I understand correctly, I should still have add-on data as shown in my account screen shots. I'm getting no mobile data on my phone but I don't know how to access these bonus add-ons of data that are unused.

See the two screen shots below.

Any assistance would be greatly appreciated.

Thanks so much!

Jeff

Re: Accessing My Data Add Ons

dust2dust — Mon, 26 Sep 2022 15:03:07 GMT

First, click on the little spinner refresh icons lower down. Or use private mode. Then see if you have anything left. The site does terrible caching so it might not give you up to date information.

Re: Accessing My Data Add Ons

will13am — Mon, 26 Sep 2022 15:03:31 GMT

@JeffDoc , please use incognito mode to recheck your self serve account. This is a possibility that what you are seeing is an outdated cached version of your account. It is likely the data add-ons have been consumed.

Re: Accessing My Data Add Ons

JeffDoc — Mon, 26 Sep 2022 15:09:15 GMT

I opened in Incognito Mode and logged into my PM account and it shows the same thing. All my bonus data unused. I barely use any of my data in a normal month. Only hit my limit today because of the storm. I've never come anywhere near my limit before so it makes sense I've never used my bonus data. Odd that I can't access it. 🤷🏻‍♂️

Re: Accessing My Data Add Ons

dust2dust — Mon, 26 Sep 2022 15:13:23 GMT

Just for laughs, try those refresh icons too. Maybe try a restart or in and out of airplane mode.

If you know your 4 digit account pin (which can be changed in the account) you could also see what 611 has to say for remaining data.

Re: Accessing My Data Add Ons

LeePublic — Mon, 26 Sep 2022 15:21:53 GMT

@JeffDoc Make sure your phone doesn't have a data limiter/stopper when you reach the cap, like some Android phones have. Turn off that in the settings app > connections > data > data usage.

Re: Accessing My Data Add Ons

JeffDoc — Mon, 26 Sep 2022 15:40:50 GMT

No cap in Android settings.

Tried refresh icons. Still shows data.

I'll try 611.

Thanks everyone. 😊

Re: Accessing My Data Add Ons

dust2dust — Mon, 26 Sep 2022 15:50:55 GMT

611 is just another verification. Did you try a restart? Airplane mode? Maybe also try the sim in another phone.

There are two more suggestions available that I can think of yet but let's exhaust the easy ones.

Re: Accessing My Data Add Ons

LindaCain — Mon, 26 Sep 2022 20:25:35 GMT

I am having sort of same issue, I can see 1.6 GB of data but cannot access it. I am desperate ! My mom died last night and I need to connect with family and need info !!!! HELP !!!

Re: Accessing My Data Add Ons

hTideGnow — Mon, 26 Sep 2022 20:28:17 GMT

HI @LindaCain

Sorry for your lost. My condolences

I will clear cache and restart browser and re-login to My Account and confirm if the usage is there. The site has cache issues and you might not see the real usage without clearing cache

In such situation, if the data is all used up, the quickest way is either to buy data add-ons or change to a different plan using "Change Plan now" so you can get your data working agian

Re: Accessing My Data Add Ons

dabr — Mon, 26 Sep 2022 20:28:40 GMT

@LindaCain Very sorry for your loss.

If you've been able to use data before and the APN settings are correct, then first try rebooting your phone if you see available data in your account which may need to be refreshed by clicking the refresh option bottom right of the page or logging into the account with private mode.

Re: Accessing My Data Add Ons

esjliv — Tue, 27 Sep 2022 00:51:58 GMT

@JeffDoc - if you have data left on your plan can you check other people in the area if they are also having issues?

Check for outages in your area: https://www.telus.com/en/on/outages

Cell towers could still be getting affected by the storm. Nearly 40 hours with data not working (phone/text spotty) during and after Fiona for myself, but other areas are hit much harder.

So very sorry for your loss @LindaCain

Re: Accessing My Data Add Ons

JeffDoc — Tue, 27 Sep 2022 04:49:56 GMT

I'm so very sorry for your loss, Linda. ❤️