topic Re: Problems with US data plan in Get Support

Problems with US data plan

PMticket1 — Mon, 22 Jul 2024 21:02:16 GMT

I purchased a 15-day 250MB US Data add-on for a trip to the US. Although the speed and service was mostly fine, I encountered two major problems.

The usage metre in the "Add-Ons Usage" section did not update for days on end. For about one week after I purchased and started using the plan, it simply said that there were 15/15 days remaining and that 0MB had been used. I tried using the app and desktop, but it gave me the same result. It was only after returning from the US about one week after that it finally updated and showed me how much I actually used.
Furthermore, I received a text message after a few days telling me that I had used 95% of my U.S. Data Roaming Add-On. As I was unable to see how much data I actually used due to the problem described in #1, I mostly stopped using my data plan altogether. My phone does have a data usage metre of its own and it told me that it had only detected about 153MB of data usage - a far cry from 95% of 250MB (237.5MB). When the metre as described above finally updated, it said that I had only used 65% of my data - confirming what my phone metre had been telling me. Unfortunately, by the time I was able to see this I had already returned to Canada.

Has anyone else run into these problems? And in any case, what could have caused them?

Re: Problems with US data plan

eddieO — Mon, 22 Jul 2024 21:25:15 GMT

@PMticket1, I'm not aware if this happening before and since you said it was showing the same results with both the app and desktop I don't see how it was a caching issue but likelier a problem on the PM system. Is there any chance you have screenshots to show the usage not being updated throughout the days you were using it? I think it would be worth reporting to a CS_agent so that they are aware especially if others have had the same problem, or they might somehow be able to give you some insight as to what caused it

Re: Problems with US data plan

PMticket1 — Wed, 24 Jul 2024 05:01:18 GMT

I do have some screenshots/images that I took during my time in the US. Would it be appropriate to post them here or is this something better suited for a one-to-one conversation with a CS_agent?

Re: Problems with US data plan

eddieO — Wed, 24 Jul 2024 12:37:37 GMT

Hi @PMticket1, here in the community we are all customers like you so we don't have access to customer's accounts. If I was you I would reach out to a CS_agent (click on the orange round circle in the bottom right corner: then type: Customer Support Agent) and have those screenshot ready in case they ask for proof. I feel you should be reimbursed for not having the usage meter working during your trip which meant you had no clue how much data you had used up, and as a result you did not use it all. We actually had another customer report the same issue yesterday so you're not the only one. For future trips I would definitely rely on your phone's usage meter as well. If you are able to find out from them that there was a work-around could you please share it here as that would be great information to know

Re: Problems with US data plan

slusagm — Wed, 24 Jul 2024 12:42:19 GMT

you need to have PM to check and compensate, so best to keep the screenshot with PM support staff

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