topic Re: Data usage in Get Support

Data usage

Jim57 — Fri, 25 Aug 2023 21:16:11 GMT

Why do I get an SMS telling me that I have used 75% of my data when if I look at my account, I have used only about 20% of my data allowance plus plenty left in an add-on that I shouldn't even have needed to buy? There's definitely something very fishy going on . 😬

Re: Data usage

Handy1 — Fri, 25 Aug 2023 21:18:46 GMT

@Jim57 double check like this

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: Data usage

esjliv — Fri, 25 Aug 2023 21:21:41 GMT

@Jim57 you may just be seeing a cache version of your data on your My Account. To confirm, call 611 from your device to check data balances, this will include any remaining balances of plan and addon data.

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:21:43 GMT

I regret that I have absolutely no idea what you're talking about. Thanks anyway. Incognito? Private? 🤔

Re: Data usage

esjliv — Fri, 25 Aug 2023 21:23:23 GMT

@Jim57

Opening up a tab in incognito mode helps to flush out any lingering/old data that may no longer be relevant on a website. To do so, see below:

*Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

*Mac: Press ⌘ + Shift + n.

Re: Data usage

Handy1 — Fri, 25 Aug 2023 21:25:13 GMT

@Jim57 !just tap the refresh spinner thing in the pic and Ty @esjliv for private browser explanation 🙂

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:25:58 GMT

I tried that and it asked me for my 4 digit PIN . I didn't even know I HAD a 4 digit PIN. So thanks but that didn't help.

Re: Data usage

esjliv — Fri, 25 Aug 2023 21:27:43 GMT

@Jim57 wrote:
I tried that and it asked me for my 4 digit PIN . I didn't even know I HAD a 4 digit PIN. So thanks but that didn't help.

@Jim57 - you can reset your 4 digit PIN under your My Profile section of your My Account.

Re: Data usage

maple_leaf — Fri, 25 Aug 2023 21:36:22 GMT

Hi @Jim57 ,

Using Incognito mode in your Chrome (or other) browser, or clearing cache and cookies (see: Clear Cache & Cookies ) may refresh your view and thereby update your usage data. It could be that your previously rewarded or purchased add-on data is being utilized before your in-plan included data. Hope this helps.

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:38:06 GMT

I looked for "My Profile" but don't see it anywhere.

Re: Data usage

Handy1 — Fri, 25 Aug 2023 21:43:41 GMT

@Jim57 Notice PIN password to the left of the top red circle and to the right of the profile tab

profile tabs

You can change the 4 digit PiN to what ever you like

Re: Data usage

Phil_Adelphus — Fri, 25 Aug 2023 21:48:26 GMT

@Jim57 "I looked for "My Profile" but don't see it anywhere" - in my browser it is accessed by the small > on the lower left side of the page. That slides out the profile that Handy1 is showing.

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:50:38 GMT

Thank you for all your help. I managed to use the 611 service and the voice confirmed that I have got loads of data left (368Mbs) and so it does not explain why I got an SMS which says I have used 75%.

Thank you again for your kind patience.

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:55:26 GMT

After a lot of searching I did find it, thank you. Not the most user-friendly web site! 😉👍

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:57:18 GMT

Thank you for your kind input.

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:57:51 GMT

Thank you for your help. 👍

Re: Data usage

Jim57 — Fri, 25 Aug 2023 21:58:24 GMT

Thank you!

Re: Data usage

esjliv — Fri, 25 Aug 2023 22:32:14 GMT

@Jim57 - if you have some addons on your account, I suppose that could be 75% used (plan + data addons).

But, those texts sometimes get sent out in error, so that could be your case too.

Re: Data usage

dust2dust — Fri, 25 Aug 2023 22:41:58 GMT

I'm not sure those warning texts are often wrong. 611 will tell you what ALL you have LEFT of plan data and all Canadian data add-ons. So 358MB's is not "loads" unless you use very little data. That is 75% of 490 MB's.
You can get the amounts of all your data and add-ons in the account. Click those spinners as suggested. It would be really helpful if you could provide images of that overview screen showing your plan and add-ons and then we can help you decipher what you see.