topic Re: Not rolling over to add-on data in Get Support

Not rolling over to add-on data

Kwh_1 — Sat, 27 Sep 2025 04:02:51 GMT

My regular subscription data was reached and my data was paused. I thought I was at the end but I still have 1.25gb available from an add-on but it didn't switch over to using it. I'm not sure why. I've attached a shot of my current status.

Re: Not rolling over to add-on data

softech — Sat, 27 Sep 2025 04:08:09 GMT

@Kwh_1

try reboot the phone and see if add-on data will kick in

And are you on Android? If you are, disable Mobile data limit on the phone, that could be what blocking the data usage

and if that still does not work, check with PM support agent directly. 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 "Log In", finally click "Click here to submit a ticket ↗"
(if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
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: Not rolling over to add-on data

BKNS27 — Sat, 27 Sep 2025 05:25:11 GMT

@Kwh_1

Login to your account on the PM app then swipe down on the screen to update your current data left in your account.
PM updates the data usage twice a day around noon and midnight.

You might looking at the before your update.

Re: Not rolling over to add-on data

Kwh_1 — Sat, 04 Oct 2025 16:51:37 GMT

It turned out the solution was to reset the mobile network. I needed to do this daily until my monthly subscription renewed. All good now but still don't know why it was doing it. Thanks for the your help.