topic Re: Data not working? in Get Support

Data not working?

Willy1966 — Tue, 10 Oct 2023 19:23:53 GMT

Data not working?

Re: Data not working?

hTideGnow — Tue, 10 Oct 2023 19:25:46 GMT

HI @Willy1966

can you tell us more? like what you have done for troubleshoot?

Your voice calls working?

Please use Incognito/Private/Secret mode on your browser to login My Account and check if your data is all used up and check if account is active

Please check if you have data limit set on your phone. Try reboot phone and try Reset All networks

Re: Data not working?

Phil_Adelphus — Tue, 10 Oct 2023 19:26:07 GMT

@Willy1966 Are you asking if there is a general data outage, or whether there is a problem with your individual account? If it's about your individual account can you give more details please? Are you a new customer or an existing one?

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 19:28:11 GMT

I did go over my data and bought more data. 200mb. I rebooted phone but no luck. I've been a customer for 4 years. Never had this issue.

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 19:29:45 GMT

Existing customer. No issues till I ran out of data.

Re: Data not working?

hTideGnow — Tue, 10 Oct 2023 19:32:21 GMT

HI @Willy1966

Please use Incognito/Private/Secret mode on your browser to login My Account and see if the 200Mb shows up there, check the Transaction log and see if the transaction there

200Mb is not a lot, it hope you didn't use up by some background processes. Maybe submit ticket with agent and have them to check if the addon was purchased and added to your account

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

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 19:59:33 GMT

I checked my bank account and it came out. But is not showing up on my add ons on my account.

Re: Data not working?

hTideGnow — Tue, 10 Oct 2023 20:20:19 GMT

HI @Willy1966

did you use Incognito/Private/Secret mode to check? this is important to get the updated details

Also, check the Available fund, the money could still be in Available fund and was not used to make the purchase

and if you use the special browser mode and still do not see the addon and not see the money in Available fund, please submit ticket with PM agent

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 20:32:14 GMT

I did all that. Thank you.

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 20:32:50 GMT

Still not there. No add on.

Re: Data not working?

hTideGnow — Tue, 10 Oct 2023 20:42:45 GMT

HI @Willy1966

and $0 in Available fund? then only agent can solve the mystery

(and you don't have multiple accounts with PM? it happened, people logged in on wrong accounts and made the purchase on the wrong one 🙂 )

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 20:45:29 GMT

I do have multiple accounts. I will check. Thank you. I am dealing with an agent now.

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 21:03:33 GMT

Yes, multiple accounts. I checked and it was added to my wife's account. Thank you.

Re: Data not working?

hTideGnow — Tue, 10 Oct 2023 21:09:40 GMT

HI @Willy1966

Oh , that's not good, especially data has a 30 days expiry now

But, you can check with agent, tell them what happened, they can cancel the transaction on your wife's account and leave the money there in the account, can be used for renewal

Then you can login to your account and buy again

Re: Data not working?

Willy1966 — Tue, 10 Oct 2023 21:17:28 GMT

Yes, thank you. It was only $5.65. The money wasn't the issue. It was being charged and not receiving it. Thanks again for your help. I said your comment about contacting the agent was the solution. Cheers