topic Re: Data says all used but when I check on my account it hasn't been used in Get Support

Data says all used but when I check on my account it hasn't been used

MoniConi27 — Tue, 04 Jan 2022 09:55:54 GMT

I keep getting text messages that I've used 75%, 95%, 100%, etc. of my data but I actually haven't used anywhere near my total amount. I've logged in to my account and checked. I've used less than a quarter of my data but it keeps shutting off because it says I've used all of my data. This happens month after month. Last time I informed Public Mobile about it, they reset the data for the month but haven't actually fixed the problem because it continues to happen. I need someone to FIX THIS PROBLEM moving forward, not just for one month. Please have someone who works at the company (not a community person) contact me directly to fix the problem.

Re: Data says all used but when I check on my account it hasn't been used

softech — Thu, 16 Dec 2021 14:17:38 GMT

@MoniConi27 are you using Android? If so, Any chance you have setup Data Limit and manybe it stopped your data usage on the device level as you hit the limit on the device own data counter? Since PM is using 30 days cycle but phone uses monthly, a data limit setup might mess up the data usage unless you reset the cycle start date manually every cycle

if you are certain it is not an issue on the device level, I suggest you to open another ticket again with PM , except this time stand firm to ask them to look into the root cause and not just fix it one time. Let us know how it turns out

Re: Data says all used but when I check on my account it hasn't been used

MoniConi27 — Thu, 16 Dec 2021 14:21:07 GMT

It is text messages that I am getting from Public Mobile itself that are saying I have used 100% of the data but that is not the case.

Any idea how to open a ticket? I can't figure out how I managed to do it last time. I did find my last ticket and replied to it but I'm not sure if that will actually work. Thanks for you help.

Re: Data says all used but when I check on my account it hasn't been used

softech — Thu, 16 Dec 2021 14:22:47 GMT

@MoniConi27 if it is just text message and not affecting your data use, you can ignore. It is known that these message sometimes is not accurate.

Check My Account and see how much data left .. and see if you can use them

Re: Data says all used but when I check on my account it hasn't been used

MoniConi27 — Thu, 16 Dec 2021 14:26:42 GMT

It is totally affecting my data usage. It shuts off at 100% every time. I think I managed to open a ticket. Thanks

Re: Data says all used but when I check on my account it hasn't been used

softech — Thu, 16 Dec 2021 14:33:15 GMT

@MoniConi27 but what does it shows on My Account , Overview Tab, My Data & Addon? you still see a line there showing the data? or the Data line is gone? usually if it is gone, then data are used. If you see a line still showing you have data and you cannot use it, then it is a problem

Re: Data says all used but when I check on my account it hasn't been used

Anonymous — Thu, 16 Dec 2021 14:54:34 GMT

@MoniConi27 : Maybe post a screenshot of your overview page. Blank out personal info of course.

Re: Data says all used but when I check on my account it hasn't been used

MoniConi27 — Thu, 16 Dec 2021 14:57:41 GMT

Thanks. I've opened a ticket instead.

Re: Data says all used but when I check on my account it hasn't been used

CS_Agent — Thu, 16 Dec 2021 15:02:26 GMT

Thanks for bringing this into our attention and submit the ticket.

Our colleagues from the moderator team will help you to check more details about this.

Have a great day!

-Public Mobile Team.

Re: Data says all used but when I check on my account it hasn't been used

Anonymous — Thu, 16 Dec 2021 15:12:17 GMT

@MoniConi27 : I wonder if you've been slowly consuming add-on data in that as you use plan data, you bump on the warning threshold earlier and earlier. Maybe now all you have is plan data.

Are those warnings coming from 611?

Which is why I suggested a look at your overview page. But you only seem interested in dealing with the CSA's so here we are.

Re: Data says all used but when I check on my account it hasn't been used

edm2021 — Sun, 19 Dec 2021 15:59:47 GMT

public mobile is a scam , they sell you SIM buy never activate account !

check the screenshot below ,

It has been more than 36 hrs of transfering account but CS-Agent has not being able to resolve porting issue , Now I am not getting any response from them as well . Moving to other company

Edit: removed photo with personal information

Re: Data says all used but when I check on my account it hasn't been used

darlicious — Sun, 19 Dec 2021 15:47:42 GMT

@edm2021

Please edit your screenshot by deleting it from your post and from your photo library in your community profile asap. You can edit your post by clicking on the 3 dots at the top right corner of your post. This is for your security.

@Dunkman @computergeek541

Please edit asap. thx

Re: Data says all used but when I check on my account it hasn't been used

darlicious — Sun, 19 Dec 2021 15:49:37 GMT

@edm2021

We can help you solve your issue but you must edit your post.

Re: Data says all used but when I check on my account it hasn't been used

darkomega — Sun, 19 Dec 2021 15:52:49 GMT

@darlicious they posted that image in a couple of threads that got moved, so the oracles are aware of the image.

Re: Data says all used but when I check on my account it hasn't been used

darlicious — Sun, 19 Dec 2021 15:55:20 GMT

@darkomega

Aside from the obvious need for removal has any actually properly advised this Customer?

Re: Data says all used but when I check on my account it hasn't been used

darkomega — Sun, 19 Dec 2021 16:00:44 GMT

@darlicious wrote:
@darkomega
Aside from the obvious need for removal has any actually properly advised this Customer?

Honestly, you were the first, when they posted in the holiday miracle thread they only got advice from people, and I didn't see any oracles on at that time of the day so I never tagged them, but the thread was split and moved, then you tagged them in the other that was split and moved as well, so I assume that they are aware but haven't edited it yet.

Edit: sorry if that sounded jumbled.

Re: Data says all used but when I check on my account it hasn't been used

softech — Sun, 19 Dec 2021 16:24:19 GMT

@edm2021 wrote:
public mobile is a scam , they sell you SIM buy never activate account !
check the screenshot below ,
It has been more than 36 hrs of transfering account but CS-Agent has not being able to resolve porting issue , Now I am not getting any response from them as well . Moving to other company

Edit: removed photo with personal information

activate account and porting are 2 different issues 🙂

can you make outgoing calls ? can you use data? is your phone showing it is connected to PM? If yes, then your account is activated

in terms of porting? where are you porting from (trying to read form your screenshot in your profile but the quality is low 🙂 ) and your service from the old provider still working?

Re: Data says all used but when I check on my account it hasn't been used

darkomega — Sun, 19 Dec 2021 16:32:49 GMT

@softech wrote:
@edm2021 wrote:
public mobile is a scam , they sell you SIM buy never activate account !
check the screenshot below ,
It has been more than 36 hrs of transfering account but CS-Agent has not being able to resolve porting issue , Now I am not getting any response from them as well . Moving to other company

Edit: removed photo with personal information
activate account and porting are 2 different issues 🙂

can you make outgoing calls ? can you use data? is your phone showing it is connected to PM? If yes, then your account is activated

in terms of porting? where are you porting from (trying to read form your screenshot in your profile but the quality is low 🙂 ) and your service from the old provider still working?

From the screenshot its from Telus to here

Re: Data says all used but when I check on my account it hasn't been used

darlicious — Sun, 19 Dec 2021 19:10:38 GMT

@edm2021

Thank you for having the screenshot removed. Whether or not your port has completed it sounds as though your sim card did not provision correctly upon activation. To compound this problem it appears your CSA has disappeared and no one has taken over your ticket. If you still have not had a reply open a new ticket to get a new CSA to address your issues. You should have a reply within an hour.

Re: Data says all used but when I check on my account it hasn't been used

srlawren — Mon, 20 Dec 2021 21:09:57 GMT