topic Re: Data Usage in Account Status do not add up with Usage History in Get Support

Data Usage in Account Status do not add up with Usage History

stephandrewyip — Wed, 19 Oct 2022 00:50:42 GMT

I am currently using 5GB at 3G Speed plan and my Plan Cycle is between Oct 16, 2022, and Nov 15, 2022. I had notification saying I'm using over 95% of my data allowance. The Account Status page had indicated that I had already used 4.6G of date within first 2 days of the plan cycle. HOWEVER, I appears that I only had used 53MB when I add up all the usage, which is typically how much I had been using though out the normal days. Can you let me know if the Account Status had shown my usage correctly. If there is error of the account usage page, can I still using the remaining data allowance I have for this month, which is 5GB - only 53MB I had actually used. Thanks.

Regards and greatly appreciate for your help

Re: Data Usage in Account Status do not add up with Usage History

will13am — Wed, 19 Oct 2022 00:52:15 GMT

@stephandrewyip , with the new self serve portal, quite often users end up seeing a cached page with outdate data. It is best to use incognito mode on your browser to avoid this.

Re: Data Usage in Account Status do not add up with Usage History

softech — Wed, 19 Oct 2022 00:52:25 GMT

@stephandrewyip the text you got could be wrong for whatever reason, many reported that before

As to the usage you see on My Account, with this new site, you likely still reading off the cached version, so the usage you got was not up to date

An easy way is to click the Spinner on the bottom right of the section to force a refresh.

If you don't see an updated usage still, try to login My Account using Incognito mode (or InPrivate for Edge, Private for Safari) or try again with a completely different browser like Edge/Firefox/Chrome. You should then see the latest usage from the server.

Re: Data Usage in Account Status do not add up with Usage History

stephandrewyip — Wed, 19 Oct 2022 01:02:24 GMT

Hi softech

Thanks for your help. I had just used the InPrivate mode and log in again. The Account Status page still showing that I had used 4.63GB of data. When I add up all the transaction in my data usage page, I only had used 54.65MB. Below is the breakdown I got from data usage history for the first 3 days ...

Oct 18

-- no data usage (cause I had turn off my mobile data)

Oct 17

-- Data 0.00 MB 12:53am
-- Data 1.34 MB 12:59am

Oct 16

-- Data 53.10 MB 11:42am
-- Data 0.21 MB 11:42am

Re: Data Usage in Account Status do not add up with Usage History

softech — Wed, 19 Oct 2022 12:16:40 GMT

@stephandrewyip PM only update mobile data twice a day. it is now the morning of Oct 19, PM would have put in another entrer shortly after 12am for the rest of the usage on 18th.

Login to My Account again using Incognito mode, check the usage page again and see if there is any new entry at all. If Usage page still shows 54Mb, I would not worry too much

You can go back to the main page (Account status page), click the spinner on the lower right of the Add-ons usage box and force a refresh and see if it updates correctly this time