Data loss

[Annette3]

I’ve topped up my data three times in six days. I am not using this data yet I get a message almost immediately after top up that data is all used.

[Yummy]

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@Annette3 wrote:

I’ve topped up my data three times in six days. I am not using this data yet I get a message almost immediately after top up that data is all used.

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Could you clarify what exactly you did when you 'topped up my data'?
Did you actually buy data add-on or just added funds to your account? Topping up to your plan cost will not give you more data; that will occur on renewal date.

But if you just added $ to your account now you have to go and actually buy data add-on and confirm you see it on your account.

[softech]

@Annette3   did you actually bought the data 3 times in 6 days? or did you just loaded the money into My Account?  Check My Account and see if any fund there as Available Fund. 

Also check transaction log (https://selfserve.publicmobile.ca/Overview/payment/Payment-History/) to see if it shows you loaded up 3 times?  check if it also show you used the fund 3 times to buy data.    

if you confirmed that you did load the fund as well as buying the add-on 3 times, then you need to check your device to see if you actually used that much data.  

Are you on Android?  You can check the Mobile Data Usage in the Settings. 

[JL9]

Always go by whatever your self serve account shows in the meter and if you can't see anything it means you have used it all up.

[esjliv]

@Annette3  - oh, and by the way, topping up your account does not automatically provide you with more data usage if your plan is still in a current cycle.

If you do not see your data line listed in that screenshot area in your account, then you likely only have the funds showing in your Available funds area still, is that correct?

IF so, you need to, go purchase an addon for data to be able to use data again.

OR, you can do an immediate plan change with help from customer support, and that will renew your existing plan. But note, your funds already paid in this cycle is not prorated.

Or, you can change your plan immediately to a different plan, that will also start a new cycle...but again, the funds already paid in your existing cycle is not prorated or refunded.

[esjliv]

@Annette3  - if these are messages coming from your phone/device, do not go by that.

Whatever is showing in your self serve account under this area is the most accurate for usage and remaining limits left:

Good practice for data usage if you are running out, is to leave the option off, and only turn it on when you need it.

If your phone is set to warn you of limits used, it is likely not set to your plan start date. Plans are 30 days here. So perhaps check those settings and adjust them or turn them off.