Data usage is something wrong?!!

[cruisees]

I didn't use all the data, but it says I used it all. 

I have 5G data. When I checked from history, I only used 1,665.824MB.

What's wrong? and What can I do to solve this problem?

I need to use my data for my work right now.

Plz answer me ASAP.

[Anonymous]

more information for Managing Your Data Usage visit HERE 

if you are at wifi home turn off mobile data.

you have To Submit a Ticket To Customer Service by Moderator Team,

maybe the will give you something data free, i'm not sure but you can try it.

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

Here’s how to contact customer service by Moderator Team,

• 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 the Moderator Team. Click HERE to get started.
• or you can send a private message to Moderator Team  by Click HERE. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number,
  
• your phone number,
• your account 4 digit pin,
• your Email address,
• explanation to them nice Team and nice service.

      Good Luck

[tripoli110]

Thanks for the rapid reponse.

here is what my account shows

•  
• My Data & Add-Ons
  
  

  $0 Free Holiday Giveaway: 400min INTL Long Distance (incl CA & US)	303  /  400 MIN
  $0 Free Holiday Giveaway: 500min INTL Long Distance incl CA & US	155  /  500 MIN
  1GB Promo	211.577  /  1024 MB

  
  however my plan of 12 GB is not there? As I said I am home most of the time especially with the lockdown in Toronto and my phone is the same has not changed anything.

my data usage shows this

Data & Data Add-Ons

Name	Data Limit* (MB)	Data Used** (MB)	Remaining Data (MB)	Status
1GB Promo	1024	211.577	812.423	Active

I do not understand what is going on?!

[softech]

@tripoli110 

First, did you logon to My Account and check?

The front page of My Account should show you how much data used and how much you have for the 90 days, did that also confirm 95% used?

Also, head to Usage History , filter the the current cycle (from the first day of your current cycle to today), then sort type and look at the Web data, does that look right?  you can copy and past to Excel to sum it up.

Generally speaking, what is showing on PM's Usage History is pretty accurate.  You might want to see if any chance you had your Wifi off and the Mobile Data kicked in without you aware of it.

Also, the new OS, both iOS and Android, have the feature for Smart Network switching, it will switch between wifi and mobile data to maintain stable network connection.  It might be smart for stable connection, but it can eat up a lot of your data without your awareness.

[tripoli110]

Hello there,

My billing cycle stared less than a month and all of a sudden I am gettin a message telling me that I used 95% of my data?!!!

I work from home and on wife most of the day, my usage didn't change.

I am on the grand fathered plan $120 for 90 days with 12 GB.

I also have a 1 GB add on promo as well.

Please check and advise.

Thank you

[esjliv]

---

@cruisees wrote:

I didn't use all the data, but it says I used it all. 

I have 5G data. When I checked from history, I only used 1,665.824MB.

What's wrong? and What can I do to solve this problem?

I need to use my data for my work right now.

Plz answer me ASAP.

---

@cruisees where does it say this "but it says I used it all. "

If you are seeing 1,665.824MB on your Overview in your Self Serve then yes, you should have data left from your 5GB.

Have you gotten this figured out? Perhaps just a network connection/data thing going on?

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

[Staliger]

@cruisees Self-service shows how much data was used during this cycle. Are you sure your data on phone was always disabled?

[HALIMACS]

@cruisees 

Can you screenshot this (below) for us from your self-serve landing page, please?

[Dunkman]

@cruisees 

How did you check your data usage history?  From your phone or via the PM self service account?  Do you see the 5GB data counter in your Data and Add on section in your overview page?  If you do not see the tracker, that usually means that you ran out of data this cycle. 

The PM data tracker is usually fairly accurate.  Occasionally, the Data counter does not reset after plan renewal.  

[Anonymous]

 @cruisees : Look for mentions of data in your My Data & Add-ons.

Perhaps your phone has its own data limiter.