Data usage

[Farzad]

Hi,

On June 14, 2021, I got a message from Publicmobile that my package data has been used up. That’s while my cellphone hadn’t been and was not being used at least for a 3-4 hour period before that message, and as I checked my cellphone after receiving that text, nothing was being downloaded or active for any data transfer over the internet. I checked my usage history on my PM account and it shows usage of more than 1.3GB on that day. I am pretty sure nothing unusual happened on that day about my activity on the internet and I have never ran out of data included in my package. How can I claim that lost data package back?

[darlicious]

@Farzad 

Once you ensure your data tracker is set to the correct dates check each app's data usage for the day 1.3gb of data was showing to have been used. If no app or combination of apps used that much data nor is your phone's data tracker showing that usage then log into your account. Go to your daily usage pages and add up your usage from the first day of your renewal until the date of the warning. Keep in mind that data usage reported in the daily usage pages is delayed by a minimum of 12 hours and is reported in two 12 hour blocks.

On occasion plan data does not reset upon renewal. If your data does not add up either in your usage pages and your phones data tracker then this is a possibility. You can ask for your plan data to be reset to the correct amount.

Much, much rarer there has been a glitch where very quickly a member's plan data would be used up  in an hour or two despite being wifi. They were given replacement data but they could also prove the glitch occurred by being conservative with their average monthly usage and very diligent about tracking their data usage.

If you think you can prove this happened to you as well then contact the moderators to investigate.

What kind of phone do you have? I recieved a software and security update yesterday for my moto g7+. Could your phone have had an update while on mobile data? It is always a good idea to set your data warning (25%) and data limiter (50%) of plan data so that you have a fail safe built into your phone to prevent a sudden loss of data. Checking your account before and after renewal  is prudent as well.

[softech]

@Farzad  if you check your Mobile Data Usage on your phone, you might be able to check out the daily usage and see if you can confirm how much data you used that day.

if you like open a ticket with mod and see what they say or what they need from you. They are usually nice and might be able to help

(After you open a ticket with mod, please monitor your Community inbox, envelope on the top right.  Mod will communicate with you via messaging within Community)

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[BlueB · Accepted solution]

@Farzad 

Your cellphone may track data differently than Public Mobile.  Public Mobile's services renews every 30 days, usually differently than your phone (Monthly).  If/when this gets out of sync, you lose track of the true amount of data you've actually consumed.

If you truly believe there's an issue with your data usage, you'll need to contact a Moderator (staff) via the SIMon chatbot (chat bubble, lower-right corner) or message them here.

A couple added notes... Public Mobile's system is not necessarily in realtime, but delayed a few hours.  Also, look in your phone under Data Usage for each app.  What was the activity recently?  That's often full of surprises, even to me... if everything shows low - you may be able to send the Moderator's a screenshot, but more often than not, Public Mobile's tracking is spot-on.