topic Re: Data charges in Get Support

Data charges

Danny13 — Fri, 08 Mar 2024 13:04:20 GMT

I am being charged with data usage when I am sleeping in my home and a valid good working WIFI is on/working.

Re: Data charges

softech — Fri, 08 Mar 2024 13:07:53 GMT

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: Data charges

Danny13 — Fri, 08 Mar 2024 13:17:48 GMT

Thank you for your feedback, I hardly ever use data except for a few seconds on some occasions. I always use WIFI at home or at work, (I am a senior!) , The amount of data used shown on my account seems to be too high compared to what I feel have used? This is why I only have a pay as you go plan and a land phone line at home!

Re: Data charges

softech — Fri, 08 Mar 2024 13:22:06 GMT

@Danny13

how high is the data? remember , there are always background data usage when data is turned on

But overall PM data usage tracking is accurate.

You might want to start tracking the usage on your phone now and check which app used the data

if you are on Android, you can adjust the cycle start date according to your current cycle start date and check the usage:

But if you are on iPhone, you cannot easily trace usage backward, you have to reset the usage today and start tracking it now

Re: Data charges

Phil_Adelphus — Fri, 08 Mar 2024 13:25:42 GMT

@Danny13 If you have something like "wifi assist" (iPhone) enabled then the phone can switch from wifi to data if it feels a need to. You can check what is using the data in your settings. Although at least some of your night time apparent usage will be PM tallying the past 12 hours, if you're sure you're using more than expected you might want to just turn off cellular data when you don't need it. Usually there is a quick toggle for that in both iPhone and Android. When I had a lower data bucket on the $15 plan I didn't put data on at all except when I was out of the house and away from wifi.

Re: Data charges

YYZ342 — Fri, 08 Mar 2024 16:36:09 GMT

@OP. You are not alone. This is happening to me too. This is NEW to PM, never was a thing with others.
I am seeing cellular data usage between 12am and 4am every nights since I switched to PM. My wife is also with PM and she is seeing the same thing. Thus far PM CS agents have said "it is you, not me". I do not believe this is to be accurate. There is something else going on.
Yes, there is an occasional data usage that can occur over cellular signal on iPhones even with Wifi turned on and iPhone being on Wifi. It is truly negligible. Mine is showing in 10s and 100's of MBs, not KBs.
I am not prepared to keep switching/toggling options in my phone to satisfy PM.
This, coupled with lack sensible and reasonable response to the data usage issue thus far; no refund policy for services that are not working; no live support, not even a live chat; is making me think it was an error to switch to PM.

Re: Data charges

Phil_Adelphus — Fri, 08 Mar 2024 18:27:58 GMT

@YYZ342 The data seemingly being used around midnight is PM tallying up the past 12 hours usage, as @softech noted earlier. If you're seeing higher usage than there should be then you can contact customer service via the chat/message icon bottom right, or if that doesn't work send a private message to support here

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