topic Re: question in Get Support

question

yx1997 — Sat, 04 Feb 2023 19:47:39 GMT

how come I cannot use data when I am outside

on my account

it shows that

Data Usage

250 MB at 3G speed

0.00 MB used

Re: question

softech — Sat, 04 Feb 2023 18:38:16 GMT

@yx1997 you can be reading cached old page earlier.

Please login My Account again using Incognito mode to confirm the data usage.

Re: question

esjliv — Sat, 04 Feb 2023 18:41:22 GMT

@yx1997 wrote:
how come I cannot use data when I am outside

on my account
it shows that

Data Usage
250 MB at 3G speed
0.00 MB used

@yx1997 - while in your My Account click the button below.

Do you still have data left after clicking it?

If you have data left, then ensure you have data turned on in the settings of your device.

You may also try to:

restart your phone
toggle into and out of airplane mode
try your SIM into another phone to see if data works
perform a Reset of the device's Network Settings

question

yx1997 — Sat, 04 Feb 2023 18:55:14 GMT

who can I call or how can I contact customer service

because I cannot use data outside, it is very weird.

my Current Plan Cycle: Feb 02, 2023 - Mar 04, 2023

how come I cannot use data? who can I speak with about this issue

Re: question

softech — Sat, 04 Feb 2023 18:56:31 GMT

@yx1997 check your other thread, we suggested you either use Incognito mode to login again or use the refresh spinner to confirm the current usage, you tried that?

Re: question

yx1997 — Sat, 04 Feb 2023 18:56:53 GMT

where to check it

Re: question

hTideGnow — Sat, 04 Feb 2023 19:00:49 GMT

Hi @yx1997 depends on the type of phone

what phone you have?

but you have 250 Mb only, could have used up. The site has cache problem Please login using Incognito/Private/Secret mode again and check the usage

Re: question

Handy1 — Sat, 04 Feb 2023 19:02:34 GMT

@yx1997 Check here if using phone to sign into self serve

Try again incognito mode/private mode or a different device or lap top or simply try refreshing the page when logged in

For most up to date account info

Re: question

Yummy — Sat, 04 Feb 2023 19:05:59 GMT

Reboot your phone (turn off, wait a while, turn on).

You can contact agent in this ways:

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private message might take longer.

Re: question

esjliv — Sat, 04 Feb 2023 19:06:26 GMT

@yx1997 wrote:
where to check it

@yx1997 - where to check what ... do you mean the little circle with the arrow refresh button?

There are multiple ones in you My Account.

Re: question

DDM69 — Sat, 04 Feb 2023 19:13:30 GMT

Public is self service. There’s nobody to talk to. Everything is done online. You can check your data usage by checking your account. Use the search bar, the community or contact a moderator to get this resolved.

Re: question

dabr — Sat, 04 Feb 2023 20:25:44 GMT

@yx1997 You do have data enabled on your phone right? Also you haven't set data limit on the phone?

Re: question

yx1997 — Tue, 07 Mar 2023 02:01:00 GMT

yes it shows 0 MB left

but I am in new cycle now