Data Discrepancy 120$ per 90day 12gb Plan 4G

[Sedul]

Hello,

I am in contact with support - they have not addressed my concerns on my 90-day billing cycle reaching 7593MB of data use only but the dashboard is showing 12GB used up exhausting my pre-paid data plan.

I have the Usage History downloaded from Public mobile dashboard and it does not add up to 12GB of usage.

[Sedul]

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-renew-grandfather-plan-90-day-earli...

I ran out of data, all I want to do is renew the 90-day plan earlier so my date shifts earlier so I could get new cycle of data reset.  

But the CSR per my linked post told me it is not possible now... 

[darlicious]

@Sedul 

Okay maybe they are that bad.

..lol....

Yes you can still renew your 90-day plan early. But do you want to or do you want to change? I do recall it wasn't that advantageous for you to change you basically remain the same..ish. Correct? Without rereading before posting that is.

[Sedul]

LMAO, ran out of data. 

Per CSR

"After checking, we saw that you are on a grandfathered 90-day plan, which is set to renew on 10.04. Please be aware that grandfathered rateplans cannot be renewed earlier, as they are no longer available."

well, that's news.... 

[darlicious]

@Sedul 

There you go. They're not half bad those CSA's!😁

[Sedul]

I got some data add-on as a goodwill gesture been a customer for 5+ years.

[darlicious]

@Sedul 

Ask the CSA to apply 1 GB data add-on as a goodwill gesture for your many years of loyalty.

Are you on the fall 2016 promo? 90 days/12gb for $120? Public Mobile doesn't offer an equivalent data plan in their new 4G plan offerings.You could pay $5/30days for the 6gb plan or take a giant leap forward and get 20 GB for $55!! But if you are still good with average of 4 GB/30 days with just the odd time you might run out of data your best to stay right where you are.

[Sedul]

Yep, I sent the follow-up. They confirmed that their backend IT department confirmed that I indeed used up 12GB.

I guess I have to take the word for it even though there is not clear resolution and next steps on resolving the front-end usage history discrepancies that may or may not continue - which contributes to the lack of transparency.

What if, this problem occurs again and we run into it in the future? 

The CSA agreed that there is a discrepancy on the Usage log that I have access to, but not granting any data in lieu of .

[darlicious]

@Sedul 

Send a follow-up private message to customer support asking for an update. Even with a tech team ticket open you have to be careful to stay in contact or the system can automatically close your ticket after 48 hrs.

If the CSA agrees with you that there's 4 GB of data that has not been used and it's very likely that it's due to your data counter not resetting upon renewal then just ask them to reset it and give you 4 gigabytes of data there's no reason you should have to wait for the tech team to find out why it happened. It happened public mobile owes you the data they should just reset your data counter.

[Sedul]

Ticket is still open with IT department - not sure what can be found, or how to be resolved. This has been since Saturday and should hopefully hear back (as per SLA 24-48 hours)

[darlicious]

@Sedul 

Maybe.  @Nezgar knows the correct email? The CSA can easily reset your data counter for the amount of data that is missing. So it if it's 4 GB they can set it for 4092 mb. It's not difficult.

[softech]

@Sedul glad they took the case and look like  they see it wrong on their end, too

let us know how it turns out

[Sedul]

Thank you @darlicious 

Well, the CSR at PublicMobile is doing some internal investigation on the discrepancy. If I can get a clear idea on what went wrong and what the source of truth is, then can proceed. Otherwise, I would expect to be some form of remediation in my favor of data based on the Usage Logs accessible to me vs their Backend System and the Dashboard.

Regardless, this is a bug, and it needs to be fixed.

There are usage logs that are more detailed that can be retrieved per the CSR at privacy@publicmobile.com supposedly but this e-mail provided is incorrect. Looking for the correct e-mail.

[darlicious]

@Sedul 

Okay so that's adding up to your data counter not resetting upon your last renewal. And I do agree you shouldn't have to screenshot evidence and with the new design of the self  serve accounts it actually helps to not have to do this but being on a 90 day cycle versus a 30 day cycle makes it harder to track back through your usage.

Whereas with a 30-day cycle you can just check your account at renewal and immediately see if there's a discrepancy and your previous usage history is right there as is only needs to be tracked back 30 days versus 90 days.

I'm seeing as you've been here for quite some time and you've never had an issue before you would not think to need to check your account upon renewal for any issues as previously you never had an issue. I had a couple issues when I first joined and I just learned to constantly ensure I kept up good record keeping if anything ever happened. You know better safe than sorry theory.

There are some very odd glitches that can happen with public mobile while they are rare and isolated but if you're the victim of one of these weird glitches it's always good to have good record keeping.

As far as your issue goes right now they shouldn't have to do much more investigating to just reset your data counter to give you your 4gb of plan data back. If they cannot find evidence of you using that in your usage history they should just reset it. They know it's a known issue to occur to customers.

[Sedul]

Customer Support indicated there is discrepancy between the dashboard, usage history and their back-end logs and couldn't find the 4gb that was missing in my Usage history records. Further investigation is required.

[Sedul]

Thanks. Definitely could only go up to June 5th 2022 for some reason. Maybe something system related. I cannot see past usage history cycles.

Really, that's surprising that it occurs that it does not reset!

Shouldn't have to do that to record screenshots and usage history, as this is more pain for the customer. 

[darlicious]

@Sedul 

I'm not sure how far back they can go back in your usage history but I would have imagined they may be able to? Additionally you could try setting the dates for your previous 90 days cycle and downloading those usage pages and see if that will work for you? But I would imagine customer support should be able to see before this current cycle.

I wouldn't say data not resetting is a common occurrence but it does happen from time to time for some customers but it's never happened to me nor has it to most of the regulars I know here. But it does get reported maybe once a week out of how many customers Public Mobile has so really not that common of it occurrence just a bit of unluckiness on your part.

I've had odd glitches happen so I always screenshot and now that I can download usage and transaction histories I do that on a regular basis before and after renewal as I have rarely needed the info but I have had to use it.

[Sedul]

I didn't keep track prior to this usage cycle nor take screenshots - because I wouldn't expect it to not work even upon proper preauthorized payment. However, now there seems to be a discrepancy.

Yes I've been having light usage for the longest time. Is that a known issue where the data cycle doesn't reset by itself even after I make a payment?????

There should be history from PublicMobile but the Usage history only goes up to June 2022. PublicMobile representatives with backend access should be able to help with this?

[Sedul]

Hi, I've attached my Usage History with the numbers scrubbed out here. 

My payment cycle is from July 6th onwards. IF you sum up the MB (I removed the suffix " MB") and add up the amounts it sums to 7593.22 MB - I've highlighted the rows in yellow

Usage History : https://ufile.io/6jj6uwhh

my Dashboard: https://imgur.com/a/5zepUaG showing 12GB used in the new dashboard

What am I missing here? Or, is there a glitch in Usage History / dashboard / some other PublicMobile Logs?

Thanks

[darlicious]

@Sedul 

Did your previous 90 days cycle have very very light usage data usage? Is it possible that your data did not reset upon your last renewal? If you had like usage in the previous cycle around 4 GB and it did not reset and you just renewed and carried on and only now have you hit 12 GB? I realize now it's very difficult to go back beyond 90 days for usage history of both your phone and the the usage pages in your cell service account but do you take screenshots on in and around your renewable dates so do you have any record of your usage from the last cycle before this one?

[softech]

@Sedul just to confirm, when you filter the usage on Excel, you were adding the usage  from. the correct cycle start date?? Keep in mind PM cycle start date keeps changing.  Your current cycle start date is the late you last paid as shown on the Transaction history page on My Account 

If you are sure you got everything correct,  then open ticket with PM support and discuss with them, show them what you got 

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 you there

[Sedul]

If there's a System issue, then PublicMobile should be able to reconcile this.

[Sedul]

It should have correct usage?

Yes, I downloaded to an excel file, filtered accordingly inclusive of July till now, and it's adding up to <8GB of data. which is less than my 12gb. So, what gives? Is there a way I can get this log to PublicMobile as these forums do not allow attachments

There's nothing in my last 12-24 hours because PublicMobile has my data cut off. 

The Dashboard says 12GB is used up

[darlicious]

@Sedul 

Downloading your usage history should have the correct usage. However don't use the filter for the type of usage only for the dates as it's not correctly displaying info but you can use any filters you have in your Excel file that you downloaded to. So the downloaded usage will be correct with the exception of the last 12 to 24 hours which has a lag in it's reporting. Then you can compare your downloaded usage to your phone usage and try and get a refreshed page on your dashboard to see if it matches as well.

[Timer]

@Sedul 

yeah, it is the system there is a new design,but do use browser from computer,and clear cache and cookies and use one page inPrivate mode,or safari on private mode,To Login Page you see it a different. but you said no data works.did you reset the network and APN.

also call *611 press 3 and you need your 4 digit PIN and check it out data usage.

[Sedul]

@Timer the issue is that PublicMobile has Usage History that doesn't match the Dashboard usage? I am not looking for a new plan that is less favorable than what I have.

The KEY point here that I am making here is that there is a discrepancy - and PublicMobile should address it one way or another.

[Timer]

@Sedul 

very difficult the data can be control, if you are user a lot data so why not to check plan to the a higher one for 20GB for 30 day service, for $55.or check other plan.
but check your device turn off all app background,some device it's run your data and you don't know how run data out.

so your account it's showing data left. and not working in your device, tried to reset network and set APN Settings

 and rebooting device.

[Sedul]

No data does not work, as i got messages saying I was near my limit. 

Incognito mode to check my usage history on public mobile dashboard?

[dust2dust]

Click the little spinner refresh icon lower down or try incognito mode. The numbers might change. Is your data working? Do you have usage limiter set in the phone?