topic Re: data not working in Get Support

data not working

miratoller — Tue, 04 Jan 2022 21:03:30 GMT

No, this is not an APN issue. LTE data was working when we had a data-add on.

Changed my plan to include data

For some reason, data kept coming off my add-on (this should not happen - I have a plan now?!)

Now no data left on add-on but has NOT changed me to using data on my plan?

Re: data not working

jp2 — Sun, 08 Apr 2018 12:13:27 GMT

Are you sure that your plan has switched to the new billing cycle?

Re: data not working

tzliu — Sun, 08 Apr 2018 13:42:34 GMT

Your data add-on should be roll-over to your new plan. You should sort it out with the mod_team:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-do-I-contact-Public-Mobile/ta-p/30476

Re: data not working

will13am — Sun, 08 Apr 2018 14:17:49 GMT

Remaining data should show up in the overview page of the self serve portal. If it's not there, it means the data is all used up.

Re: data not working

jp2 — Sun, 08 Apr 2018 14:31:26 GMT

I could be reading this wrong but I'm understanding him as saying he doesn't have any add on left because it was all used up instead of using from his plan.

I could see this happening if you choose the option to change plan at renewal instead of immediately. The best way is to check usage in your account, like will13am mentioned, that way you can see if monthly data from your plan is on the account or not

Re: data not working

miratoller — Tue, 10 Apr 2018 13:13:41 GMT

@will13am - thanks for the reply, there is nothing showing up in the usage page, but as I said, it was using data off my 'add on', and not my data plan.

@jp2, you are correct - I changed at renewal. Again, my usage page shows nothing, but clearly, my plan shows this:

@CS_Agent - think @tzliu is correct - time for some super powers.

Re: data not working

will13am — Tue, 10 Apr 2018 13:20:08 GMT

@miratoller wrote:
@will13am - thanks for the reply, there is nothing showing up in the usage page, but as I said, it was using data off my 'add on', and not my data plan.

@jp2, you are correct - I changed at renewal. Again, my usage page shows nothing, but clearly, my plan shows this:

@CS_Agent - think @tzliu is correct - time for some super powers.

I didn't know that you have a 3G speed plan. You mentioned LTE in the OP. There is a bug with the data counter for 3G speed plans. On renewal, the data counter does not always reset properly and so this is likely the reason you are consuming add on data. Definitely, send a private message to the moderator team and have them sort things out. The moderator team can be reached via private message using this link. Refer to the following link for information on contacting the moderator team.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: data not working

miratoller — Tue, 10 Apr 2018 13:31:52 GMT

@will13am thanks - will update this thread with the mod response to help others if they run into this!

Re: data not working

will13am — Tue, 10 Apr 2018 14:12:43 GMT

@miratoller wrote:
@will13am thanks - will update this thread with the mod response to help others if they run into this!

Thank you! Make sure your add-on data is properly credited back.