topic Re: extra add-on reward data missing\no longer available?? in Get Support

extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:22:42 GMT

Hi, I accumulated over 7gb of reward data over the years with PM but I logged into my account and now that data is no longer available to me? can you please let me know what happened to the missing data and restore it?

James\###-###-####

Re: extra add-on reward data missing\no longer available??

Handy1 — Thu, 24 Aug 2023 16:22:00 GMT

@JamesA991 Probably just a cache issue please

Try again incognito/private mode

And or lap top /computer

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

Re: extra add-on reward data missing\no longer available??

hTideGnow — Thu, 24 Aug 2023 16:22:20 GMT

HI@JamesA991

there is no expiring date with those old paid add-on and bonus add-on

It might be browser cache problem, please login My Account with Incognito/Private/Secret mode

Re: extra add-on reward data missing\no longer available??

hairbag1 — Thu, 24 Aug 2023 16:22:45 GMT

@JamesA991

it's likely still there...try this...

Re: extra add-on reward data missing\no longer available??

dust2dust — Thu, 24 Aug 2023 16:25:14 GMT

Is your plan correct? And its usage? And your number? And renewal date?
What do you mean not available? Did you switch to a 5G plan? Those data add-ons then get a status of incompatible due to the unlimited data of 5G plans.

Re: extra add-on reward data missing\no longer available??

Handy1 — Thu, 24 Aug 2023 16:27:52 GMT

You on 5G plan ? How you know those add ons go incompatible?

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:29:09 GMT

I logged in using private and did not work.

I received a message that I was out of data this morning that is what prompted me to login and noticed that all my reward \ bonus data is gone.

Re: extra add-on reward data missing\no longer available??

Handy1 — Thu, 24 Aug 2023 16:35:32 GMT

@JamesA991 Please submit ticket with support to investigate . And note response might be slow as PM acknowledging that there a issue with reply ATM

private message To CS_Agents click

VVVVV Link below VVVVV

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

add here’s the link to PM mentioning the delay and response check it out also @JamesA991

https://productioncommunity.publicmobile.ca/t5/Announcements/Ongoing-Issue-Slower-Response-Times-from-Agents/td-p/1040016

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:33:47 GMT

I did not switch to a 5g plan. I am on a 30 day 3g plan. but I have noticed that my phone now displays 5g icon .

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:34:14 GMT

no I am not on a 5g plan. I am on a 3g 30 day plan.

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:34:57 GMT

thank you ..I will submit a ticket.

Re: extra add-on reward data missing\no longer available??

dust2dust — Thu, 24 Aug 2023 16:38:46 GMT

Do you leave your data toggled on all the time? What are the chances it did a large update or cloud backup or a rogue app ran amuck? Check all your apps for their data usage and maybe one of them ate all your data.

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:43:35 GMT

possible but I doubt it. I check that frequently and make sure wifi is used for that. what happened is my bonus data is not even visible \ displayed under my add-ons usage section...so if it was used up it should at least display the icons that the data has been used. thanks for the replay

Re: extra add-on reward data missing\no longer available??

dust2dust — Thu, 24 Aug 2023 16:47:24 GMT

There's usually an option on the phone to switch to cell data if wifi is weak or off or something. Maybe that's on. Add-ons always disappear when fully finished. Do you have any minutes add-ons showing? I doubt you've gone through all those freebie minutes over the years.
Just double check all the apps to make sure one of them didn't take the data.

Re: extra add-on reward data missing\no longer available??

JamesA991 — Thu, 24 Aug 2023 16:54:07 GMT

ok, thanks for the tips. I will double check.

James