topic Re: usage not reset in Get Support

usage not reset

flic — Tue, 27 Feb 2024 17:52:26 GMT

seems like my usage hasnt been reset since last billing period ending on feb 24

and I noticed that timeststamp is way off, like done at midnight when Im sleeping

Re: usage not reset

Handy1 — Tue, 27 Feb 2024 17:54:11 GMT

@flic pm only updates its usage x 2 a day so your seeing your usage for the last 12 hours used . Also the site has cache issues

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: usage not reset

softech — Tue, 27 Feb 2024 17:54:38 GMT

@flic

For data reset, it might be due to browser cache. Login My Account again using Incognito mode and you should see the proper usage since your last renewal. If in doubt, PM support is your friend, message them:

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

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

for timestamp, PM does not update the data usage constantly. In fact, it only update it twice a day.

So, any entry you see is just a total usage between that timestamp and the timestamp of the previous entry. The early morning usage you see on the Usage log does not mean it was used in the morning but a total usage for the last 12 hours.

Also, for correct usage reading, always use Incognito mode to login My Account to avoid reading cached old info

Re: usage not reset

BKNS27 — Tue, 27 Feb 2024 17:56:29 GMT

@flic

The data usage resets every 30 days after your renewal date.

PM updates your daily usage 2 times an day…one around noon and the other around midnight.

The updated usage is on your account so login and check.

Also, if you are using the data counter app on your phone. You can reset it yourself.

Re: usage not reset

Yummy — Tue, 27 Feb 2024 17:59:42 GMT

Did you try accessing your account using computer with clean browser (or incognito)?

Re: usage not reset

flic — Tue, 27 Feb 2024 18:01:39 GMT

within PM iPhone app

Re: usage not reset

flic — Tue, 27 Feb 2024 18:04:12 GMT

thanks yall for replying

Re: usage not reset

hTideGnow — Tue, 27 Feb 2024 18:04:31 GMT

HI @flic

yes, it can be app cache. Please check your usage again using incognito/private/secret mode on your browser. If you want to use app, try to "clear data" and "clear app cache" on Android, or uninstall and reinstall on iphone

Re: usage not reset

flic — Wed, 06 Mar 2024 13:26:33 GMT

same thing on the PM iPhone app or on the web site...

and, the Download button on the iPhone app does not work

I downloaded the Usage History filtered since my last billing date and I am right!
the usage was not reset at the end of my billing cycle:
have only ~4GB, PM app or web show ~22GB