Add-on removed from my account

[Mahdiye]

Hi. I am a new Public Mobile customer and have 1 GB of data in my plan. For my plan activation, I entered a promocode which added 2 GB of data to my plan for 12 months. The first month, everything was ok, but now this 2gb add-on has been removed from my account and after using my 1 GB in my base plan, now my data is disconnected.

I wanted to ask how I can reactivate the 2GB add-on in my account.

Thanks in advance for your help.

[softech · Accepted solution]

@Mahdiye   can you login again using Incognito mode again.  The sit has lots of cache issue and hopefully you see the 2GB bonus data again with Incognito mode

if you still not see it , it could mean you have used up the 2GB bonus as well. Go to Usage History page. Download the usage history in xls and filter using Excel (do not just use the filter there on the page).   Add up the data usage from the beginning of your current cycle and confirm if you have used 1GB or 3GB so far

if you still think the usage is wrong, then PM suport will be your friend now.  Open ticket with PM support and have them to investigate further

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply to you there

[walker1]

@Mahdiye 

You'll have to get help with that from a customer service agent.

Send a private message to CS_Agent