topic Re: Daily Usage Breakdown doesn't add up in Get Support

Daily Usage Breakdown doesn't add up

Gerry12 — Mon, 21 Apr 2025 00:37:01 GMT

Hi,

My Public Mobile account says I've used most of my data, but my daily usage shows almost no data used.
Is something not being recorded? Is there anything I can do about this?

Re: Daily Usage Breakdown doesn't add up

BKNS27 — Mon, 21 Apr 2025 00:52:12 GMT

@Gerry12

Clear the cache on your browser before login to your account.

If you are on the PM app just swipe down on the screen to refresh the data.

Re: Daily Usage Breakdown doesn't add up

NDesai — Mon, 21 Apr 2025 01:02:08 GMT

@Gerry12Do you see any usage in your phone data settings? About the same usage should show on the PM app or website. Make sure you are logging into the same account in case you have multiple accounts.

Re: Daily Usage Breakdown doesn't add up

Dunkman — Mon, 21 Apr 2025 01:31:14 GMT

@Gerry12

Public mobile data usage is usually updated on the website/app once per day and normally early in the morning about 12-2 AM. It is not live tracking.

PM data tracker is usually accurate. Is it possible that you used up more data during the day today?

Re: Daily Usage Breakdown doesn't add up

Gerry12 — Mon, 21 Apr 2025 02:18:49 GMT

It’s been quite a few days with new usage so I don’t think that’s it.

Re: Daily Usage Breakdown doesn't add up

Gerry12 — Mon, 21 Apr 2025 02:19:25 GMT

No the phone doesn’t show all the data Public Mobile says I used in the total either.

Re: Daily Usage Breakdown doesn't add up

Gerry12 — Mon, 21 Apr 2025 02:20:00 GMT

I’ve checking the browser and installed the app for the first time on the phone, both show the same.

Re: Daily Usage Breakdown doesn't add up

slusagm — Mon, 21 Apr 2025 02:22:15 GMT

take the screenshot on both browser and PM app, then open a ticket with PM and provide them the screenshots and ask them to check

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Daily Usage Breakdown doesn't add up

RavingRaven — Tue, 22 Apr 2025 11:49:56 GMT

@Gerry12

Take screenshots of the mobile data used on your phone as well. Go as far back as your phone allows in your (Settings>>Internet>>Public Mobile>>Data warning and limit>>Mobile data usage cycle). Some phones show up to 6 months of data usage.

Download the past 90 days of usage from your Public Mobile account.

Compare the 2 references. What plan do you have? Sometimes your plan data doesn't reset upon renewal. Do you see a discrepancy within that timeline?

Has the "data overage" only affected plan data or has it eaten into non-expiring data add ons? What data speed is your plan? 5G speed especially will use a lot more data then throttled 3G speed just to open an email.

Another issue for (low plan data) customers has been created when Public Mobile increased the data buffer from approximately 5mb to 100mb to accommodate 5G and even 4G data plan customers streaming, gaming or viewing large amounts of HD content. The consequence is customers with the $15/250mb plan for example will lose access to 40% of their plan data until it resets each evening (or toggling airplane mode on/off). Once 150mb is used up and the 100mb buffer is being waylaid a customer will either lose data connectivity or start using mobile data add ons.

I have an ongoing issue of add on data usage not pulling from the appropriate add on or plan data. Or usage when suspended account services. Customer support can replace non expiring data add ons if needed or reset your plan data counters. Watch out for cow patties in your quest.