Data Discreptancy

[AcaiBerry]

The plan I pay for is 20GB of data but the account shows the data limit has been reached for this period. However,  the actual Usage History only shows 6GB of data has been used? How do I get the full 20 GB? Thx.

[softech · Accepted solution]

@AcaiBerry 

where you see the data limit reached?  if it is on the phone itself, it could be the data cycle wasn't set correctly (remember PM has a 30 days cycle and the data cycle date changes)

if you got a text about data all used up, generally you can ignore it if My Account showing the correct data.  Or you can call *611 and get another confirmation of the data usage there

if there is a discrepancy between My Account's Overview page and the details usage page, you can engage support for further investigation.  Please open ticket with PM support:

1. 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)
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there

[AcaiBerry]

Thx for the quick reply.  I switched Browsers, used Firefox (which I never use) and it shows all the same info.  Only 6GB of data in the last 30 Days.

[softech]

@AcaiBerry 

very likely it just a browser cache or app cache problem.

If you are access My Account using a browser, try again using browser with Incognito mode
If you are access via PM app, logout the app first (or even clear data and clear cache of the PM app), then relogin