Data stolen

[Prattwhitney]

How do I investigate how or who used 90% of my data on Jult 1st. In one day most of my plans data was taken. How do I get it credited back to my account 

[hTideGnow]

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@Prattwhitney wrote:

How do I investigate how or who used 90% of my data on Jult 1st. In one day most of my plans data was taken. How do I get it credited back to my account 

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@Prattwhitney  

Couple way to confirm:

1. Logon to My Account, at the Overview Tab, there is a line showing how much data you used and how much you have from your plan

2. Also at My Account, at Plan and Add-Ons Tab -> Usage History.  You can filter the date from the beginning of the cycle , then all the lines with Web data

3. you can confirm with your phone easily if that is an Android.  At Mobile Data Usage, set teh start date to the same monthly cycle date and you can tell how much data was used.  Usually on Android on the same screen, it will give you the App data usage as well and you will know which app download how much for the cycle

[esjliv]

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@Prattwhitney wrote:

How do I investigate how or who used 90% of my data on Jult 1st. In one day most of my plans data was taken. How do I get it credited back to my account 

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Hello @Prattwhitney 

You can see your data usage in your Self Serve account, under "View My Usage". 

NOTE: the "View My Usage" history does not list usage immediately. This morning it may have all your usage listed from yesterday.

So, I would allow 24 hrs. or at least overnight to have the list up to date.

If you have not registered for a Self Serve account, you can do that here: https://selfserve.publicmobile.ca/self-registration/

How much data are we talking about here? Data can be used in the background of our phones. Sometimes wifi can be found to be disabled, without us knowing as well!

This happened to me, and I was in doubt. So, I submitted a ticket to the Moderators.

They provided a list of the data usage which showed within the last 24 hours of the data being used - unknowingly.

Check your device usages, wait 12 hours, or overnight to check your detailed usage, or submit a ticket to the Moderators to request the usage. 

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Managing Your Data Usage:

https://www.publicmobile.ca/en/bc/get-help/articles/managing-your-data-usage

[cellphoneuser1]

@Prattwhitney Go to your phone'a data usage settings. It shows which apps have used data and tells you the amounts.

[darlicious]

@Prattwhitney 

I take it that you recieved the 75% and 95% data usage texts from pm? Did you confirm the data usage in your data counter in your self serve account? 

Check your phone. Make sure your data tracker is set to the same dates as your 30 day plan cycle. Does it match usage? Go thru each of your apps and look for high usage. If you don't find matching data usage (give or take a little) then go to your daily usage pages and trace back your daily usage back to your renewal and add up the data usage ( not MMS). Data is reported in two 12 hour blocks per day so there is a delay in accuracy compared to the data counter in your account.

If you cannot match the data usage between your phone and your account there is a small possibility your data counter did not reset upon renewal. How much data is in your plan? If its 1GB or less then it can be easy to accidently use it all by disconnecting from wifi or watching video content. If it's 3 or more and you don't normally use all the data in your plan then you may be able to prove that there has been an error. If you think this to be the case contact the moderators,