Data usage

[wiattbetty]

Just updated to the 20GB of 4G data, I had about 12GB of 3G before. I rarely ever went over, and 13 days into this cycle I just got notified I’m at 75% of my usage, then 5 minutes later I was at 95%, then I was at 100% right after. Can anyone help me with this, I don’t understand what happened.

[gpixel]

@wiattbetty 

what's the make and model of the device?

have you been streaming videos?

LTE is much faster than your old 3g plan. it will download content much faster. even if one doesn't watch the whole video, it's possible the whole video was downloaded.

there are a lot of variables in play. 

you would need to explain how you use your data. 

if you are on android you can change your devices data counter to the same date as your renewal date and see if those numbers are similar. it will also show which apps used the most data

Estimated data consumption per hour (YouTube):
360p 315MB
480p 562MB
720p(30fps) 1.27GB+
1080p(30fps) 2.03GB+
4k(30fps) 10.58GB+

[JL9]

@wiattbetty there have been some issues with the new self serve giving inaccurate usage numbers and getting those texts in error. If you can still use data then you can ignore those (although still not ideal) If you cannot use data and 611 also says you are out you may want to have a CSA investigate this for you. You can also check your daily data usage although that was a bit wonky too where you couldn't pull up every day at times. Growing pains for the new system is a little frustrating for sure.

[esjliv]

---

@wiattbetty wrote:

Thanks for the replies everybody. I tried opening a ticket, I have not gotten any response. My actual account on public mobile says I’m over. I reset my plan when I upgraded it so that it started that day.

 

---

@wiattbetty - does the information change when you hit that little circle at the bottom right of the screen you are showing? And when you call 611, does it also say you are out of data?

If so, go to your Plan&Addons TAB and DOWNLOAD your detailed data usage to see what you see there. Make sure to DOWNLOAD The data as the filters for data in the summary/snapshot area is not correct.

Note, the detailed data usage appears 6-12 hours after the data has been used.

[wiattbetty]

Thanks for the replies everybody. I tried opening a ticket, I have not gotten any response. My actual account on public mobile says I’m over. I reset my plan when I upgraded it so that it started that day.

 

[esjliv]

Call 611 to check the data balance on your account @wiattbetty . If the remaining data is it tells you there seems more what you expect, then ignore those texts.

What it is telling you in 611 should match your summary in your My Account section of what is remaining also.

If it doesn't match, try hitting that circle with an arrow at the bottom right to refresh your data.

Also, just making sure you did receive these notifications from 611/Public Mobile and not your device itself. Your device may be set up send you warnings at certain levels, or even shuts off data when it reaches a certain limits.

[benfatto]

@wiattbetty  Login to your account and check the usage there, after clicking the refresh circular arrow bottom right. That is the only accurate measure; PM is infamous for sending incorrect data usage alerts. 

[will13am]

@wiattbetty , did you future date the plan change and you have reached the renewal date?  Maybe you are still on the old plan cycle on the old plan?  Anyway, the new higher speed plans should not result in a higher data usage rate, unless you are doing more with the data because it is faster.  

[Alexandf]

@wiattbetty 

Try different browser. Try incognito mode. Clear browser cache,cookie, Try refresh.Try Login

or open ticket with PM support and ask them to check it for you

 At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

have trouble with Chatbot: private message CS_Agent at: 

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Once ticket is submitted,(envelope icon on the top right) CS_Agent will reply you there.