topic Re: I’m using data but it’s not coming from my new 15GB plan in Get Support

I’m using data but it’s not coming from my new 15GB plan

frank44 — Thu, 08 Dec 2022 02:20:21 GMT

I changed my account Nov 23 to the 15GB $40 plan. The reason I selected that plan was that I had to temporarily move to another location without Wifi, and I wanted to use my cellphone data for internet access. With 15 GB I should have enough data to get my work done (acting as executor for a deceased family member in a distant city).

According to my phone I have used 8.3GB of data since Nov 23. However according to the PM data for my account I used zero GB. I think it’s using up my banked data add-ons instead of my plan data.

Why is this happening??? It should be using up data from my 15GB plan. I want to keep my banked data ( add-on data) in reserve for a special situation, such as an unexpected stay in a hospital, etc.

Re: I’m using data but it’s not coming from my new 15GB plan

softech — Thu, 08 Dec 2022 02:19:33 GMT

@frank44 it could be just because you are still checking cached page and not live data from the server

Please try to access My Account again using Incognito mode and you should see the correct data. Try it

Re: I’m using data but it’s not coming from my new 15GB plan

NDesai — Thu, 08 Dec 2022 02:23:00 GMT

@frank44 Try logging in to your self-serve account using incognito/private browsing mode. This might tell you an accurate status of your account. As long as you have data remaining in your plan, it should not use out of available data add-ons.

Re: I’m using data but it’s not coming from my new 15GB plan

frank44 — Thu, 08 Dec 2022 02:31:56 GMT

I logged into my account for the second time and yes, now it shows I used 8.03 GB data. So, the account situation is OK. Not sure why it showed zero GB before, they should fix that, it cost me a half hour of time.

Re: I’m using data but it’s not coming from my new 15GB plan

softech — Thu, 08 Dec 2022 02:37:52 GMT

@frank44 yup. Cache problem is a big issue for this new My Account site

So, always use Incognito mode to assure you are getting correct info

Re: I’m using data but it’s not coming from my new 15GB plan

dust2dust — Thu, 08 Dec 2022 03:05:57 GMT

@frank44 wrote:
I logged into my account for the second time and yes, now it shows I used 8.03 GB data. So, the account situation is OK. Not sure why it showed zero GB before, they should fix that, it cost me a half hour of time.

It's absolutely the most ridiculous thing. It sends people on wild goose chases looking at erroneous information. I prefer using the little spinner refresh icons lower down to refresh the info.

Re: I’m using data but it’s not coming from my new 15GB plan

kb_mv — Thu, 08 Dec 2022 13:38:07 GMT

I have set my browser (Brave) to delete all browsing history, download history and cached data every time I quit. I have never had an issue with not seeing the correct data on my account and have never had to use incognito or private mode. Food for thought...