topic Re: Data usage is not correct... in Get Support

Data usage is not correct...

yeej — Thu, 15 Aug 2024 13:38:20 GMT

My billing cycle starts August 10, 2024. I checked my data usage from August 10 to August 14th, 2024. I used a total of about 18mb. But on the overview page, it shows that I used 113mb.

Anyone else seeing this issue?

Thanks.

Re: Data usage is not correct...

eddieO — Thu, 15 Aug 2024 13:50:21 GMT

@yeej the additional is likely from background app updates. If you go into your phone's settings you can control the updates to only occur when connected to WiFi

Re: Data usage is not correct...

Meow — Thu, 15 Aug 2024 14:42:29 GMT

Your phone's usage and what PM reports might not be in sync. Phone might not catch all communication so always refer to PM account. PM updates data usage 2x a day so it is not up to the minute...

Re: Data usage is not correct...

yeej — Thu, 15 Aug 2024 14:53:45 GMT

I am actually using PM's usage data. I looked at the data usage for the time cycle and it matches what my phone app has...about 20mb. But overview has 113mb. I rarely have data usage on so I don't think it's possible that it could be about 90mb off even if there is some daily synching that happens.

I wonder if PM has a direct person or contact I can discuss this with?

Re: Data usage is not correct...

softech — Thu, 15 Aug 2024 14:56:43 GMT

@yeej

you can open ticket with PM support and discuss with them about the possible discrepancy.

please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Data usage is not correct...

yeej — Thu, 15 Aug 2024 14:59:57 GMT

Thank you. I will try that route.

Re: Data usage is not correct...

axe_grinder — Fri, 16 Aug 2024 14:48:22 GMT

@yeej

What was your previous 30 day cycle's usage? Or your last day's usage? It could be a browser cache issue. Are you out west? The data counter rolls over at midnight eastern on day 30.

Re: Data usage is not correct...

yeej — Sun, 18 Aug 2024 20:14:47 GMT

Thanks for the feedback. Appears the issue solved itself. The data usage counter was reset on the 16th of August although my bill shows that my billing cycle starts on the 10th of August. However, I always remember that my billing cycle was either on the 17th or the 16th. So I'm not sure if the Start Date on my billing cycles are correct.

Re: Data usage is not correct...

slusagm — Sun, 18 Aug 2024 20:19:38 GMT

@yeej billing day would not be always on the 17th or 16th. PM is using 30 days cycle, so billing date will shift up

So, if you are using your phone to track usage, you need to update the cycle start date as well to match

Re: Data usage is not correct...

yeej — Sun, 18 Aug 2024 20:21:21 GMT

Thanks again!

Re: Data usage is not correct...

yeej — Mon, 02 Sep 2024 21:22:54 GMT

@axe_grinder

i think it reset after 4 days into my billing cycle. So that was good. But this month it's messed up again and now I have no more data available except for what's in my bonus data.