Data Usuage mismatch

[awoolfrey]

so I got a text stating i was nearing my data limit for the month. my billing cycle is the 5th of the month, so I'm on day 11. I downloaded the usuage and since June 5, i have used 1.384GB of data, my my dashboard says i have used 19.27GB! help!

[slusagm]

you have to check the usage on the device, check app info for app usage.  Many have similar complain, they thought they don't use a lot of data.  But once in a while, people forgot to turn off data, or some "data leak" in some app. 

[awoolfrey]

I've actually only used 12GB since March 18 lol. i get 20GB per month allotment

[awoolfrey]

yes, PM shows cycle starting June 5.
yes, i downlaoded all usuage. bottom line is I have never used this much data amd nothing has changed on my end.

[slusagm]

did PM site shows your current cycle started on Jun 5th?

or so, download ALL the usage first, then use add the usage from 5th using excel (need to download all as filter on the the site first might not be accurate)

[CS_Agent]

Hello Alexandra,

Thank you for providing your information.

Please allow me a moment to verify your account and review the data usage details you've reported. We are currently handling a high volume of requests, so response times may be longer than usual.

Once I have completed my review, I will update you as soon as possible with my findings.

Thank you for your patience and understanding.

Kind regards,

Jean
Customer Support Agent

[awoolfrey]

and it's not a browser cache issue as i got a text from PM stating i was nearing my limit

[awoolfrey]

based on my usage i downloaded from PM, i have used 6.4GB in the last 30 days. i don't typically update my phone tracker as i use so little data, it's never an issue

[slusagm]

first, PM has a 30 days cycle, so cycle start date will move (so, it won't be the 5th every month), make sure you check My Account again to confirm if Jun 5th was the start of this current cycle

And because PM cycle date will move, make sure you update the phone's usage tracker to match with the current cycle start date

and your mismatch issue could also be problem with browser or app cache.  Best to check My Account again using browser with Incognito mode

if you still think the data usage is wrong, ask PM to check

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage