topic Re: Data issues in Get Support

Data issues

katdesj — Wed, 17 May 2023 23:41:12 GMT

Re: Data issues

softech — Thu, 18 May 2023 02:15:01 GMT

@katdesj wrote:
So I just sent over 100 dollars on data in two weeks … I’m not impressed . 15 gigs is more than enough and now suddenly I’m out again for the second time in a week & I rarely use my phone .. have all my apps data shut off unless I need it . Something is going on and I’m not going to pay again . I need to talk to an ACTUAL person . Any answers ? Instead of a **bleep** bot.

@katdesj PM daia usage tracking is usually accurate

are you on Android? Check the data usage screen and it will tell you what apps used the data. Remember to adjust the Start billing cycle on date to match your current PM cycle start date

Edit: fixed typos

Re: Data issues

hairbag1 — Wed, 17 May 2023 03:18:28 GMT

@katdesj

added...

if you purchased data add-on...here's where you'll see those...

Re: Data issues

DDM69 — Wed, 17 May 2023 03:16:34 GMT

This doesn't seem right. Let us know what you find out after trying out some of the recommendations.

Re: Data issues

katdesj — Wed, 17 May 2023 03:25:46 GMT

Says the exact same thing my phone does

Re: Data issues

katdesj — Wed, 17 May 2023 03:26:02 GMT

Nope ! iPhone

Re: Data issues

softech — Wed, 17 May 2023 04:41:09 GMT

@katdesj for iphone, go to the data page and reset statistics and trrack the data usage from here

Re: Data issues

katdesj — Wed, 17 May 2023 04:59:21 GMT

Already reset it but I won’t have anymore

data now so it won’t matter lol . Won’t be using my phone without wifi . Might have to change providers

Re: Data issues

Korth — Wed, 17 May 2023 06:48:54 GMT

$100+ in data add-ons is rather excessive. 15GB (from plan) plus 4GB to 6GB (from add-ons).

There must be a reason this data is being consumed.

Possibly a network problem. Public Mobile uses the Telus (and shared Bell/SaskTel/etc) network, which is normally reliable, but we don't live in a perfect world and yes sometimes weird things happen.

Possibly a phone problem. Background data, syncs, updates, notification checks, all that stuff leeches away a lot of data over time. Many bad apps exist which constantly eat too much data. And malwares could do anything.

Possibly a usage problem. If you have fast (LTE Speed) data then your speedtests will burn data at an alarming rate. Streaming videos consume whopping amounts of data. All those little video hoverboxes on social media pages are streaming videos. Hundreds of megabytes per hour or even a few gigabytes per hour, depending on settings. It is indeed possibly you've consumed all your data (and more) without knowing it because 15GB is actually a rather pitiful allocation on today's internet.

In the future, if you ever need more data then your plan provides, you might save money by forcing your plan to restart immediately (in Self-Serve). Paying $40 again to renew your 15GB plan would cost much less than buying 15GB worth of add-ons. (At Public Mobile, there's no extra fees or penalties for doing this. But interrupted/halted plan cycles will not receive Rewards or Points.)

Re: Data issues

BKNS27 — Wed, 17 May 2023 06:50:45 GMT

@katdesj

I would suggest you login to your account and click on View Data History. This will give you all the data used. You can set the date range and all data usage is updated twice in 24 hours...around noon and around midnight.

Any discrepancy, I would contact a CS_Agent by private messaging on the envelope icon above.

Re: Data issues

Korth — Wed, 17 May 2023 08:13:19 GMT

@BKNS27 wrote:
@katdesj
Any discrepancy, I would contact a CS_Agent by private messaging on the envelope icon above.

A little discrepancy is normal, expected, and unavoidable.

Self-Serve will report data measured on the network-side, how many bytes and packets were sent and received - it's almost certainly different from data measured on the phone-side. Because radio is a crowded and noisy medium these days, it always imposes some extra overhead onto digital communications. Especially if either of the radios (your phone) has weak signal or weak power - trying to use data in a fringe-coverage area with low signal bars or simply using data with a weak/old battery is always going to consume more data than it provides.

And iPhones are notorious for consuming extra background data if you leave all the settings and permissions at Apple defaults.

But $100 worth of data seems excessive. It's not a borderline situation or a bit of extra overhead. It's a serious problem which costs money as long as it remains unresolved.

Re: Data issues

katdesj — Wed, 17 May 2023 12:17:52 GMT

Yeah paid over 100 in 2 weeks for data …. All my apps are shut off for data & I don’t use them unless I’m home so

Re: Data issues

katdesj — Wed, 17 May 2023 12:19:50 GMT

Been trying to find a way to contact an aftuwl

person from here & can’t seem to figure it out Z I’m fed up , I’m not paying 40 dollars a week . Midas well just go get a real cellphone plan at this rate

Re: Data issues

softech — Wed, 17 May 2023 12:27:30 GMT

@katdesj you can open ticket with support here.

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

Start by typing "Contact agent ", then click "Contact Us", then click "Other", click "Click here to submit a ticket ↗""
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Data issues

katdesj — Wed, 17 May 2023 14:46:18 GMT

Yeah I’m not using that bot sorry

Re: Data issues

katdesj — Wed, 17 May 2023 12:33:18 GMT

Been trying to find a way to contact an actual

person from here & can’t seem to figure it out. I’m fed up , I’m not paying 40 dollars a week . Midas well just go get a real cellphone plan at this rate

Re: Data issues

esjliv — Wed, 17 May 2023 12:41:47 GMT

@katdesj wrote:
Been trying to find a way to contact an actual
person from here & can’t seem to figure it out. I’m fed up , I’m not paying 40 dollars a week . Midas well just go get a real cellphone plan at this rate

@katdesj -I agree, this seems excessive.

Are you having issues with Simon Chatbot? Then, send a private message to customer support here:

Private Message to Public Mobile Customer Support Agents (CSA)

BUT, I would suggest first you download your data usage first to see this is actually being used.

When looking at the Data Usage Details, make sure you are choosing the DOWNLOAD option and move that into an excel format to have a look.

Note, data shows up in the usage details section 6-12 hours after it has been used.

What is prompting you to add these funds? Are these all ADDONS you are adding to your account, or are you continuing to renew your plan early with a 'change plan' option?

Are you receiving texts, or are you not able to use any data?

Do you have hotspot turned on in the settings of your device, with any devices connected to it?

Re: Data issues

katdesj — Wed, 17 May 2023 14:48:31 GMT

Ya I’m not buying any more data this a outrageous.

Re: Data issues

LitlLdy — Wed, 17 May 2023 13:04:57 GMT

@katdesj wrote:
Been trying to find a way to contact an actual
person from here & can’t seem to figure it out. I’m fed up , I’m not paying 40 dollars a week . Midas well just go get a real cellphone plan at this rate

@katdesj , you were given the direct link to private message CSA (a Public Mobile Customer Support Agent, which isn't a bot) by @softech . Which the private message is sent from your Community private mailbox ✉️ at the top right of this page.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Edit: Or you can go to your community mailbox & type it in yourself using instructions below:

Watch for a response back from a CSA in your Community private mailbox ✉️ at the top right of this page which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Data issues

softech — Wed, 17 May 2023 13:00:08 GMT

@katdesj honest, with such a data usage like this, if you didn't watch movie or so, it is likely some kind of backup , Cloud Backup, Whatsapp backup, etc , or iOS update or apps update