topic Unexplained Charge in Get Support

Unexplained Charge

Doug60 — Fri, 24 Oct 2025 04:16:31 GMT

I was using a backup file of mp4 songs on an external drive to put songs on a new SD card I had inserted. The old one was giving me a message that it was unreliable. I purchased a new SD card and I made the transfer using a USB cord from a portable drive that had a backup of the data. Never had a problem before. I was transferring the files in small batches since there are 12,783 songs. However, unbeknowst to me, somehow this transfer this was using data - 39GB of it. From what I was seeing on my computer, it was transferring through the USB cord. So now I have no phone service. There was never any indication I was using data. I had two windows open on the computer, one of the HD and the other connected to my cell phone window. Today I found that have no phone service. How do I get this rectified? It definitely was using the USB drive to transfer the data to my new SD card because it was flashing during the process and all the songs are now on my SD Card in the phone. I even had disconnected the internet on the computer so that during the transfer there wouldn't be anything else running to slow down the process. So how do I get my phone up and runnning again so I can make or take calls. Doug

Re: Unexplained Charge

Socrates8567 — Fri, 24 Oct 2025 00:11:50 GMT

Have you logged into your account to confirm payment has been made?

If you still need help, a csa can be reached here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unexplained Charge

softech — Fri, 24 Oct 2025 00:16:20 GMT

@Socrates8567 Chatbot is now working again, please direct customers to open ticket using Chatbot as their first choice for faster response time

Thanks for your cooperation

@Doug60 please open ticket using Chatbot

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)

Re: Unexplained Charge

hairbag1 — Fri, 24 Oct 2025 00:18:38 GMT

@Doug60

if you used all data, that shouldn't affect talk or text features. Log in to your account and see if your renewal failed.

Re: Unexplained Charge

cellphoneuser1 — Fri, 24 Oct 2025 00:46:45 GMT

@hairbag1 wrote:
@Doug60
if you used all data, that shouldn't affect talk or text features. Log in to your account and see if your renewal failed.

I can see users thinking that being out of data affects text messaging because RCS or iMessage needs data or wi-fi. SMS text messaging doesn't need data.

Re: Unexplained Charge

Doug60 — Fri, 24 Oct 2025 00:55:12 GMT

Thanks for the reply. I have the receipt for the monthly renewal . However, I can't access my acccount due to the two step login. My account has been blocked as there is a $39.00 charge for the 39GB of data that I didn't use. .

Re: Unexplained Charge

Socrates8567 — Fri, 24 Oct 2025 01:31:10 GMT

That can be resolved by clicking on didn't get the code and have it sent to either your email or voicemail.

Re: Unexplained Charge

golfball — Fri, 24 Oct 2025 04:22:35 GMT

Did the computer possibly use your phone as an internet access point?