topic Re: Data usage stats do not add up in Get Support

Data usage stats do not add up

edruy — Wed, 06 Aug 2025 22:53:38 GMT

Hello my plan subscription cycle goes from Aug 2nd to Sep 1st with mobile data limit of 3G. Currently on my account in usage I see 2.24G used from Aug the 2nd.
But when I check my daily usage it doesn't add up to that amount (see the screenshots attached), namely 16.99M Aug 2nd, 23.34 Aug 3rd, 85.29 Aug 4th 84.76 Aug 5th.
Could you please explain the current subscription data usage value. The reason I'm writing about that is that in the past couple subscription cycles I started receiving notifications about exceeding my data usage limit for which I do not see confirmation in the my account usage stats.
Writing here as I do not see any other way to contact customer support and planning to share my customer experience in whatever social network channels I consider relevant.

Re: Data usage stats do not add up

hTideGnow — Wed, 06 Aug 2025 14:30:17 GMT

hi @edruy

the odometer is the most up to date one

the details one are added only after midnight daily. Ie, the data used during the day won't be see until midnight

Re: Data usage stats do not add up

edruy — Wed, 06 Aug 2025 14:34:41 GMT

@hTideGnow
It's morning here and I barely used any mobile data , just moved from home to office both with WiFi. Can update my today usage to the post tomorrow but I can assure you there won't be anything that would add to 2.24G from the data usage between Aug 2nd and 5th (approximately 210M)

Re: Data usage stats do not add up

hTideGnow — Wed, 06 Aug 2025 14:36:33 GMT

hi @edruy

one more thing
could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

Re: Data usage stats do not add up

Dunkman — Wed, 06 Aug 2025 14:39:00 GMT

@edruy

Which plan are you on? 1GB data? Do you any pre-exiting add ons for data that is partially used?

On your photo, click on "Usage breakdown".

That would show any other data add ons? For example, if you have a mostly used 2GB data add (ie. from previous Christmas free give aways) on in your account, then the total would be around 2.24 GB out of 3GB. Not sure, but might want to check.

Re: Data usage stats do not add up

edruy — Wed, 06 Aug 2025 14:48:05 GMT

@Dunkman
Originally I had indeed 1G. There was a free giveaway up to 6G even I think . However at the moment it shows 3G on the plan (see the first screenshot ) Do you mean this giveaway was not monthly but like a lifetime 2G over all subscriptions ?

Re: Data usage stats do not add up

edruy — Wed, 06 Aug 2025 14:49:39 GMT

@hTideFnow I tried it in two different browsers Chrome and Firefox (i'm on a laptop). It is not a cache problem

Re: Data usage stats do not add up

hTideGnow — Wed, 06 Aug 2025 14:50:43 GMT

hi @edruy

you tagged the wrong person 🙂

i think you need to ask PM to check.   submit a ticket with CS Agent using Chatbot here:
  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 ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Data usage stats do not add up

Dunkman — Wed, 06 Aug 2025 14:56:47 GMT

@edruy wrote:
@Dunkman
Originally I had indeed 1G. There was a free giveaway up to 6G even I think . However at the moment it shows 3G on the plan (see the first screenshot ) Do you mean this giveaway was not monthly but like a lifetime 2G over all subscriptions ?

@edruy

The free give away is not monthly, but a one time data add on. Once used up, the data add on expires.

So, if you click on usage breakdown, it should show you the different breakdowns on your plans data usage, and other data add ons.

For example, in your case, if you are on the 1GB plan. The other 2GB should be another data add on. To make the total 3GB data. Once you use up the 2GB data add on, then the plan should show 1GB (instead of 3GB).

Re: Data usage stats do not add up

edruy — Wed, 06 Aug 2025 14:59:59 GMT

@Dunkman
Oh , I see now . I guess I misinterpreted the add-on then . Thanks for the explanation