topic Re: Order in which data used in Get Support

Order in which data used

NeilTownsend — Mon, 17 Feb 2025 05:31:34 GMT

I recently switched to a new plan and since switching noticed my data is drawing off my one time Xmas bonus data and not my actual plan of 3gb per month. It should take from the plan 1st and leave my extra data if I ever go over. I'd like this corrected.

Re: Order in which data used

softech — Mon, 17 Feb 2025 05:38:18 GMT

@NeilTownsend

it still take your regular monthly data first, and only take the bonus data addon if you used up the monthly data. For the usage chart, it is designed to show all your data on the same "drawing" there (combined all the available data). But click the link Usage Breakdown right below the usage charge there and you will see it uses your regular data first and not touching your bonus data

Re: Order in which data used

NeilTownsend — Mon, 17 Feb 2025 11:34:17 GMT

I used 1.73 of 9 GB this cycle. My plan shows zero out of 9 on the breakdown. Your suggestion is incorrect.

Re: Order in which data used

softech — Mon, 17 Feb 2025 11:56:05 GMT

@NeilTownsend In this case, it is likely just a browser cache problem. please check again by using browser with incognito mode

Re: Order in which data used

NeilTownsend — Mon, 17 Feb 2025 14:36:43 GMT

Tried incognito and same issue. Data is being drawn off the add-on before using the data in the monthly plan.

Re: Order in which data used

softech — Mon, 17 Feb 2025 15:32:42 GMT

@NeilTownsend

it shoudn't, but ask ask CS agent to clarify. 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: Order in which data used

RavingRaven — Mon, 17 Feb 2025 23:56:11 GMT

@NeilTownsend

Monitor your data usage meters in your account on a daily, weekly or monthly basis (decide what's appropriate for you) and take screenshots so you can prove to customer support when data is being drawn from your add on data rather your plan data.

Customer support can replenish this errant usage by adding to the current bonus data add on or they may put it on a new data add on (non-expiring).

I'm having a similar issue along with minor data usage deducting from my bonus data add on while suspended without active service. I'm still waiting on an update from my tech team ticket (3+ weeks). I suggest you ask for a similar investigation and be sure to get the ticket reference # for future inquiries on the status of your ticket.