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Data usage incorrect

Ssa1
Great Neighbour / Super Voisin

Just recently I noticed that my data is used up in a day or two when I use my own wifi most of the timeand have data shut off? This was never an issue in the past, is there a system glitch? In the past if anything my warning came near the end of the cycle no it's within the same day or next. When I check my usage it doesn't match , seems that data usage shows at the same times , which is also odd. Please help 

1 ACCEPTED SOLUTION

Accepted Solutions

esjliv
Mayor / Maire

@Ssa1 @dreager   go by what the remaining data is showing in your My Account, as this is normally the most accurate:

esjliv_0-1660215490003.png

 

Also check...do you have your device set to warn you or disable data when it reaches a certain level? Check the settings of your device to see if you have a data limiter set, if so change the amount or remove it.

If you are looking at your device for data usage, this will sku results if you do not have your start date the same as your plan start date.

 

To see detailed usage, best to use the download option during a certain date filter; the detail snapshot is currently not showing accurately. Note, the details to take about 6-12 hours to populate in the downloaded method.

 

If things still are not adding up and other suggestions are not helping, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

View solution in original post

10 REPLIES 10

Timer
Model Citizen / Citoyen Modèle

@Ssa1 

there something going on on system glitch,

 but tried use browser from computer, clear cache and cookies and use one page inPrivate mode,

To Login Page

and check it out,

 

or call *611 press 3 and you need your 4 digit PIN to check data usage.

BKNS27
Mayor / Maire

@Ssa1 

It could a glitch in the system but your account will have the most up to date of data usage. Your data usage will list all the usage amount and dates.

It could also be your phone data tracker giving you the monthly notice. PM is on a 30 days cycle and not a monthly cycle.

If you are at home, I would suggest you disable your cellular data and go strictly to your home wifi.

dreager
Great Neighbour / Super Voisin

Same issue here. On a 15 g plan and they say I used 10.5 g in the first 8 days of the month, I would normally use 3-4 g, or 400 mgs/day. They are doubling my usage. I've been in touch with cs-agents; had 5 reps and not one helped me other than to say there may be a glitch since the new page setup and to wait it out. They can't access the link to my account to see my usage which totaled 5 g for the first 8 days which I don't dispute, but NOT 10,5g. I'll be walking soon if this keeps up.

 

esjliv
Mayor / Maire

@Ssa1 @dreager   go by what the remaining data is showing in your My Account, as this is normally the most accurate:

esjliv_0-1660215490003.png

 

Also check...do you have your device set to warn you or disable data when it reaches a certain level? Check the settings of your device to see if you have a data limiter set, if so change the amount or remove it.

If you are looking at your device for data usage, this will sku results if you do not have your start date the same as your plan start date.

 

To see detailed usage, best to use the download option during a certain date filter; the detail snapshot is currently not showing accurately. Note, the details to take about 6-12 hours to populate in the downloaded method.

 

If things still are not adding up and other suggestions are not helping, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ssa1
Great Neighbour / Super Voisin

Hi 

I contacted customer service and they advised that there was a system glitch, I just checked my account and data usage seems updated now. Thank you

 

 

daveopg
Good Citizen / Bon Citoyen

Same issue here for the last couple month. Not fixed yet for me as just happened again yesterday September 8th, 2022

moonmack
Good Citizen / Bon Citoyen

I seem to have this problem too.  It looks like I’ve used all of my data on my plan in two days.  I reset my cellular usage counter just before my plan rolled over, and it reports I’ve only used about 10MB.  The history of usage on Public Mobile also indicates about 10MB.  The overview also indicates I’ve used 14 minutes of talking when I’ve only used 1 minute (plus incoming, but those are unlimited).

 

Any ideas of when this will get fixed?

@moonmack- Click on the little spinner refresh icons lower down and maybe the numbers will change.

moonmack
Good Citizen / Bon Citoyen

Thanks, I’ll give that a try.  I used private browsing mode and it said I had used 14MB of data and 0 minutes of talking, which seems about right.