Data plan issue

[Tangoiam]

I have been with public Mobile for a while now and my data plan is messed up every month. I am supposed to have 9.5 gig but I only have 7.5. that honestly isn't the major issue. The issue is this. I just got a text saying my plan was renewed for another month (start of a billing cycle) I looked at my data as soon as I got the text and it is saying I've used 4387 mb of my bonus data and it has barely touched my regular data so far. This has been going on for months now. I have missed out on a lot of data usage because of this. I messaged before and I didn't get any kind of resolution at all about this issue. There is obviously something wrong with my account as there is no possible way I could use 4.3 gigs of.data in a couple of minutes when not even using the phone.

I'm very frustrated and I feel ripped off. I can't use my data reliably because i never know how much data I have left.

[Nezgar]

@Tangoiam   I think that particular 5GB data bonus may have been from when Public Mobile offered 5GB bonus data to customers in BC and Alberta when Shaw Mobile came on the scene, which was offering $0 phone plans for existing shaw customers... They sent a text message to which customers had to reply to accept.

With that said, as others have already mentioned this is a one-time add-on, and it will onyl be consumed after the data in your 30 day plan has been fully consumed. Any remaining data from that one-time bonus will carry-forward forever until eventually fully consumed, and it does not replenish. Once fully consumed the addon will completely disappear from your self-serve view.

[darlicious]

@Tangoiam 

Did you sign up during the holidays in 2020? Along with the "more is merrier" add on gifts there was a second month free credit and a 5gb data add on promotion. The $35 plan came with 2gb+500mb autopay bonus. The $35 plan now has 2.5gb+500mb autopay bonus=3gb.

You may want to schedule a change plan on next renewal but if you happen to also be on the "Quebec promo" with an unlimited $5 discount on the plan you will lose that promotional discount by changing plans. If that is not a concern then going by the usage of your promotional bonus data add one....you use about 500mb of extra data over and above your monthly plan data. So that extra 500mb gained by changing to the updated $35 plan would satisfy your average monthly data usage.

Your bonus data add ons are safe when changing plans....well 99.9% safe. It is YMMV but very unlikely you would lose them by scheduling a change plan on next renewal.

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

Or if you prefer or cannot submit a support ticket you may send a private message : Click here 

To pre-verify add in your private messaging only your full name, address, email, phone # & 4 digit account pin #

[esjliv]

Ah, screenshots can be magic.

So the extra 2GB, you mentioned in your original post was likely another promo/gift addon that is now used up.

Today's plan for 2.5GB + 500mb with autopay is $35.

Are you that $30 plan for 2GB from a couple years ago?

[computergeek541 · Accepted solution]

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@Tangoiam wrote:

I just got a text saying the following "Public Mobile here. Thank you for your payment. Your plan has been successfully renewed! Let's keep the conversation going."

I then looked at my data and I took a screenshot. I'll put that in here too. 

I assume my regular data would be used first then bonus data but 4.3 gig is used already in my bonus data.

 

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The 5GB add-on is a one time activation bonus.  It is not part of your base plan.  That 4.3GB of usage is the amount of usage of the add-on since it was originally added, shortly after the time that you became a cutomer.  It's not supposed to reset to zero usage after your renewal.  Your plan includes 2.5GB of data every 30 days.

[Tangoiam]

It is a Christmas promo. It is there every month.

 

[Tangoiam]

I just got a text saying the following "Public Mobile here. Thank you for your payment. Your plan has been successfully renewed! Let's keep the conversation going."

I then looked at my data and I took a screenshot. I'll put that in here too. 

I assume my regular data would be used first then bonus data but 4.3 gig is used already in my bonus data.

 

[esjliv]

@Tangoiam  - if you are paying for it and it should be on your account, then you are entitled to it.

2GB can be a big difference to some people.

Yeah, with the discrepancies you are describing follow one of the methods to submit a ticket provided by @JK8 and get that sorted out with a CSA.

Public Mobile are 30 day plans (not monthly). So, for future monitoring and convenience, consider installing an app to track your ‘live’ usage so you can keep track.

If you are android, try this one:

Data Witness app: https://play.google.com/store/apps/details?id=com.iwik.datawitnesspm&hl=en_CA&gl=US

I use this one myself and it gives me what I need from it.

You could also check out Data counter widget: https://play.google.com/store/apps/detailsid=com.roysolberg.android.datacounter&hl=en_CA&gl=US

If you are an Apple user, I am sure there is a 30-day app that is available as well.

[darlicious]

@Tangoiam 

Did this sudden usage occur in the last week on or before May 3rd? Two other customers reported a sudden large usage of data that was out of the norm of their usual usage. This has happened 2 or 3 times in the past 2 years or so. Although there was no official word on system glitch counting data usage of a high amount in a short amount of time when the customers inquired in the past the CSA reset their data counter immediately. Ask customer support if there was a glitch with data usage on your account.

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

Or if you prefer or cannot submit a support ticket you may send a private message : Click here 

To pre-verify add in your private messaging only your full name, address, email, phone # & 4 digit account pin #

[JL9]

What bonus do you have? Is it a permanent 2GB or is it for a limited period or are you referring to something like the Christmas bonus data which rolls over? And when you refer to your data usage being at 4GB are you getting that off your phone or off your data meter in your self serve 

[JK8]

@Tangoiam 

Try contacting a CS Agent again about your issues with data:

Contact our Customer Support Agents:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.