topic Re: Data problem in Get Support

Data problem

1093381712 — Tue, 04 Jan 2022 20:17:00 GMT

Hi，i want ask something about my data

I paid this month to april money, but i didn't get my new data.

Now,my interface shows my last quarter's traffic usage, not updating my new quarter's traffic.

And i pay $126 every quarter(90 day),

This plan includes: -
- 3 + 3GB BONUS
at 3G Speed /90 days
- 3 Choices with Provincial Talk
- Unlimited International Text
- Unlimited Provincial Talk

i think i need my new data for new quarter thank you!

Re: Data problem

NDesai — Tue, 09 Jan 2018 22:08:59 GMT

@1093381712 Seems like they still haven't fixed the bug where some 3G accounts do not reset the data upon renewal. You will need to send a private message to the Moderator_Team with your account info and they will fix it from their end.

Re: Data problem

srlawren — Tue, 09 Jan 2018 22:22:59 GMT

Hey @CS_Agent can we please get an update on this bug? I can't believe it's still out there. I'd be pretty ticked if I were a customer with 3G speed data and had to get you to reset it manually every time I had a renewal. Speaking of which, my old 3G test line just renewed today (for the last time), and sure enough, it also didn't reset, again. This means it's been 3 months since the oracles reported this to you guys when it a few of us 3 months ago.

Re: Data problem

will13am — Tue, 09 Jan 2018 23:03:51 GMT

@1093381712, just to turn up the heat a bit here, I suggest going to the CCTS and initiating a complaint. There's no reason why a customer's service should interrupt for no fault of their own every time the account renews. There needs to be a remedy for the service disruption. Imagine if someone had no other access to data, how would they request the account reset.

Re: Data problem

rzabc — Wed, 10 Jan 2018 14:44:46 GMT

Same issue with my roaming data add on, purchased more data but not registering

Re: Data problem

srlawren — Wed, 10 Jan 2018 16:45:21 GMT

@rzabc that's not the same problem at all, but sorry to hear you are having issues.

First up, purchasing add-ons is a two-step process, and many of us don't realize there is more to the process after making the payment. Please see here for the how to purchase add-ons details, step by step: https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/m-p/198974#M22572

If you completed both steps, then the next things to check are:

- Do you have roaming data turned off in your network settings? Many people do and may forget they turned it on in the past.

- Are you actually connected to a network? Are you seeing either AT&T or T-Mobile where you normally see Public Mobile in Canada?

- Have you tried turning off automatic network selection and manually selecting either AT&T or T-Mobile? If that didn't work, did you try the other network?