90 minutes of 100 minutes is used up even though I didn't use it

[norrodge]

Hi, my plan comes with 100 minutes of calling. In my usage page it shows that 90 minutes of that have been used, but I did not use that much. It has been like this for a couple of months now. Why doesn't the minutes refresh when the new cycle starts?

[Yummy]

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@Nezgar wrote:

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@norrodge wrote:

Hi, my plan comes with 100 minutes of calling. In my usage page it shows that 90 minutes of that have been used, but I did not use that much. It has been like this for a couple of months now. Why doesn't the minutes refresh when the new cycle starts?

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By chance to you have any long-distance add-ons?

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It looks like OP has $15 plan as he mentioned 100 'minutes of calling'.

There is NO 100 minutes add-on except to call Philippines so most likely he is talking about his 100 outgoing minutes.

Of course we need more info but as usual after question is posted we never hear (in 99% if posts) again from OP.😪

[Nezgar]

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@norrodge wrote:

Hi, my plan comes with 100 minutes of calling. In my usage page it shows that 90 minutes of that have been used, but I did not use that much. It has been like this for a couple of months now. Why doesn't the minutes refresh when the new cycle starts?

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By chance to you have any long-distance add-ons? If so, you may be confusing the minutes included with your base plan that reset every 30 days, compared to the add-on minutes which will only be consumed once you go over your base 100 minutes, and any remainder will remain forever until fully consumed.

Also, make sure that you click the little round-cicle-arrow icon in the bottom right corner of the usage section of the self-serve portal, to make sure you are not seeing cached old information.

If you have been with public mobile for a few years, you may have some free add-ons that were awarded around Christmas time the last few years.

[Yummy]

Download your usage history.

Do you call voice mail? That will use your minutes, too.

[RossN]

@norrodge hi try to clear your cache and cookies or try a different browser in secret or ingognito mode,  reboot and try to login again 

[softech · Accepted solution]

@norrodge 

With this new site, you likely still reading off the cached version of the usage, so the usage you got was not up to date

An easy way is to click the Spinner on the bottom right of the section to force a refresh.

If you don't see an updated usage still, try to login My Account using Incognito mode (or InPrivate for Edge, Private for Safari) or try again with a completely different browser like Edge/Firefox/Chrome.  You should then see the latest usage from the server.

Also, check Usage history page in My Account.  But don't trust the filter there. Instead, click Download on the top right to download the whole usage in XLS format and then filter outgoing calls using Excel and add the minutes up.  But remember, calls are always round up to the next minute, so a 1:01 calls will be counted as 2 minutes