My data amount and usage

[macjammin1218]

Hi there, I hhave a plan , or I thought I had a plan that gave me 65 GB of data. I was notified a couple of days ago that I was approaching that amount so I went into my rewards and bought 10 more GB's to allow me to make it to July 24th. When I signed in today it said I only had 63 GB total, which I have almost reached but this figure is incorrect.

Looking for help on this please.

Thanks 

[slusagm]

Not Marie 

Click the 3 dots or 3 lines on the top right of the browser, there should be an option of Incognito mode or incognito tab

Or if too much trouble, use a different browser 

[macjammin1218]

Hi Maire, thanks for the response. I really do not understand the incognito mode. Sorry to bother you but could you explain it to me again??

Thanks again.

[slusagm]

@macjammin1218 

it shouldn't be gone in 12 hours unless you used them all, which I know it is highly unlikely.  

you sure not a browser cache problem? check again using browser with Incognito mode.  Then go to Usage history and check your usage.  Since it is "gone in about 12 hours", check the usage history on the day you redeemed and the day after, see if they added up to 10GB.  That would be a good proof to present to PM 

and don't give up, go back and ask PM to check again.  Use the same discussion/ticket and ask them to escalate

[macjammin1218]

I used my rewards to get an extra 10 GB and it showed up and then was gone in about 12 hours and the explanation given did not make sense. the person I dealt with was condescending.

[BKNS27]

@macjammin1218 

The reward you redeem will only last 30 days. If you know that you won’t be able to use it up in 30 days.

Contact a CS_Agent if they can cancel the reward and give you a credit. Not sure if they can do it but worth a try.

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

[macjammin1218]

I did go in to see if the rewards for the 10 extra GB is actually registered and it is. I have also Paid for them with the points from my acct.

[hTideGnow]

hi @macjammin1218 

it 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)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
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