topic Re: Data usage- in Get Support

Data usage-

Lyndz — Thu, 19 Sep 2024 20:21:30 GMT

My monthly subscription renewed today.

I have not left the house, and have been connected to WIFI the entire time.

I have already used 1/10 of my data. This doesn't make any sense.

Anybody else with these types of experiences?

Lyndsey

Re: Data usage-

Sansan — Thu, 19 Sep 2024 15:41:32 GMT

@Lyndz sometimes refreshing the settings helps to clear any incorrect info.

Re: Data usage-

Lyndz — Thu, 19 Sep 2024 15:46:13 GMT

Have tried that several times. 😞

Re: Data usage-

ld_in_on1 — Thu, 19 Sep 2024 16:10:19 GMT

This has been going on for about a month now to users.

Let me guess, you are on a 1GB plan and 100mb is shown as used.

There have been others that have posted.

You're right, 100mb is 10% of your usage, but others on a 250mb plan seem to be very concerned.

I haven't seen any response from PM as of yet why this is happening.

@Sansan, a refresh won't help.

Adding, I first noticed this on my August renewal. My plan is 50GB,so I wasn't worried cause I don't even come close to my limit. Tomorrow is my next renewal and I suspect it will probably show up again.

Re: Data usage-

hTideGnow — Thu, 19 Sep 2024 16:39:12 GMT

HI @Lyndz

what plan do you have? and how much data used so far?

you can also use your phone's data usage to track your usage. If you are on iphone, you need to reset the statistics monthly on the first day of your PM cycle

and if you still have question with your usage, why not ask support agent to check.

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Data usage-

Lyndz — Thu, 19 Sep 2024 17:14:23 GMT

I used to have a 250mb plan, but switched up to 1GB plan (you are right) because of this reason- and yet, remain with same problem.

Re: Data usage-

myan8 — Thu, 19 Sep 2024 17:35:53 GMT

I have 2 phones on the 250mb plan, and had the same problem. Contacted them to fix , one was fixed on the last renewal and still on them to fix the second one. and that was 2 months ago.

Re: Data usage-

Jack34 — Thu, 19 Sep 2024 23:01:17 GMT

I have the same problem. I put in a ticket but the problem

was never solved.

Re: Data usage-

hTideGnow — Thu, 19 Sep 2024 23:05:17 GMT

hi @Jack34 but PM support agent replied?? What did they say?

Re: Data usage-

Sansan — Fri, 20 Sep 2024 00:02:32 GMT

@Lyndz that's 😔. I will not be forced switch because of this. They need to fix.

Re: Data usage-

Sansan — Thu, 19 Sep 2024 23:10:31 GMT

@ld_in_on1 I'm sorry to hear that. I'm on the 250mb myself. So far it's ok

Re: Data usage-

swiz — Fri, 20 Sep 2024 13:55:19 GMT

I am a new customer as of 36 hours ago and have the 50GB plan. The app and the website show I have used 4.8GB of data, but when I download my usage, it's closer to 500MB. I was at home 99% of the time because I was sick, so there is no way this is correct. I'll be submitting my own ticket, but I wanted to share.

Re: Data usage-

hTideGnow — Fri, 20 Sep 2024 14:12:32 GMT

hi @swiz one thing to keep in mind, PM only posts the usage for the day on usage history page shortly after midnight, so, whatever you used this morni5is not show up there yet but if the discrepancy is a lot, submit a ticket and ask support agent

Re: Data usage-

swiz — Fri, 20 Sep 2024 14:16:15 GMT

I will submit a ticket, but I just ran a test. On the app, I can refresh at 1-minute intervals, and doing nothing else, I see my data go up 100MB. I was able to do this three times consecutively.

Re: Data usage-

Jack34 — Fri, 20 Sep 2024 18:46:22 GMT

they said they would look into it and would I give him a good review….

Re: Data usage-

Lyndz — Fri, 20 Sep 2024 19:01:56 GMT

Yes- have had same problems in the past. I have sent a couple of texts and one photo- and my 2/10th of my data have been used by this.

Re: Data usage-

Lyndz — Fri, 20 Sep 2024 19:02:46 GMT

I have gone through this with them before. So annoying. 😞

Re: Data usage-

Jack34 — Mon, 23 Sep 2024 15:05:29 GMT

please post if you can get it fixed.

Re: Data usage-

swiz — Mon, 23 Sep 2024 15:41:00 GMT

My issue seems to be resolved. I did put in a ticket but they suggested Turing off mobile data when at home which wasn't great. Interestingly enough my data usage reset the following day for no known reason seeing as I'm still 27 days from my rest. Regardless after that my data consumption seems to be normal.

Re: Data usage-

Jack34 — Sat, 28 Sep 2024 19:56:15 GMT

Thanks for your reply. Turning the data off when home is odd advice given that it is not your usage that is that is the problem. It will be interesting to see if it stays 'fixed'. Mine was fixed once and is now always 100 mb up.