topic Re: Says I've used all my data but I have proof that I haven't hit my limit. Help? in Get Support

Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sun, 18 Dec 2022 16:07:27 GMT

For the second month in a row, Public is showing that I have used all my data but when I check my phone, and the history Public provides, it does not show that I've used 4 GB of data.

- Public notes that as of Dec 10, at 4:53pm, I have used all of my data (4GB)

- My phone is showing I have used 1.33GB of data

- Public usage history shows I've used even less, 744.84 (it won't go back earlier than Dec 6, 2022)

I've been with Public for over 5 years and have never had this issue.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

dust2dust — Sat, 10 Dec 2022 22:11:41 GMT

Click on that little spinner refresh icon in the lower right of your left image and see what you get.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:15:12 GMT

Thanks! I've done that several times over the last hour and it doesn't change.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

softech — Sat, 10 Dec 2022 22:17:55 GMT

@ExtraMatcha did you try logging in My Account using incognito mode?

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:18:29 GMT

Yup! I get the same thing 😞

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

softech — Sat, 10 Dec 2022 22:21:30 GMT

@ExtraMatcha you said usage history won't show earlier than Dec 6, maybe you click the filter too early ( there is a glitch with the filter on that page)

can you try to download the full usage history in XLS and filter and add the. usage using Excel?

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

Outdoorsman — Sat, 10 Dec 2022 22:21:16 GMT

@ExtraMatcha Hi there is a cache problem with accounts here try using a different browser in private or incognito mode try signing back into your account and see if it updates

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

dust2dust — Sat, 10 Dec 2022 22:23:21 GMT

For the middle image, is your phone set to 12:01am of Dec 3?

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

BKNS27 — Sat, 10 Dec 2022 22:23:50 GMT

@ExtraMatcha

Because this is a new website with cache issues.

You need to refresh your browser every time with the circular arrow on your browser.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

walker1 — Sat, 10 Dec 2022 22:26:01 GMT

@ExtraMatcha

If I were you, I'd get in contact with a Customer Support Agent from Public Mobile and have them look into your account and usage.

There's definitely something screwy going on with their system that measures the data usage.

Either send a private message to CS_Agent or use the Chatbot Simon to get a service ticket started.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:28:41 GMT

Hi! I am in incognito mode and the same issue happens. I received text alerting me to the data usage so I went to incognito to review.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:29:21 GMT

Ah! Great call. That works but still doesn't add up (see screenshot)

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

softech — Sat, 10 Dec 2022 22:32:20 GMT

@ExtraMatcha PM usage on that page is delayed by around 12 hours. Your Usage today will be there around after midnight. So, the math should add up if you check tomorrow morning

for your phone usage, as @dust2dust pointed out, likely you didn't reset the cycle start date on the device to match PM's cycle start date. Dec 3 for your current cycle

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:33:46 GMT

It is. And this is the second month in a row it's happened. Last month it said my data ran out in 2 days but I was on wifi in my home for both days which was odd.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sat, 10 Dec 2022 22:34:49 GMT

Thank you! I'm going to do that now. It's very odd. I'll post if there is a resolve.

Re: Says I've used all my data but I have proof that I haven't hit my limit. Help?

ExtraMatcha — Sun, 11 Dec 2022 05:42:04 GMT

Thanks for your help everyone. I reached out to customer support and they confirmed it was an issue on Public's end and have now fixed the issue and my data is reading the correct amount.

Appreciate all your speedy responses 🙂