Data

[Cindiclutesi]

Once again, I used my points to get data. And waited 24hours and it's still not applied. Then again I wasted money on buying data and nothing. I've signed out and in. Turned off my phone n data. Why does this continue to happen. ??!!

[esjliv]

@Cindiclutesi so this happened before...What did you do when it happened then?

Why do you think you do not have it? Does data work?

Try calling 611 to check you data balance and see if it was applied. 

[treefrog]

@Cindiclutesi 

Follow @Patchio 's advice on the caching issue and log into your rewards account. Check your redemption history for the data redemption to be logged. Then double check for the add on to have been added to your self serve account.

It can take up to 48 hours to be added but that's unusual as normally it's right away.

Contact customer support as instructed above and also ask them to open a ticket with the tech department to investigate why it takes so long for your redemption add ons to appear in your self serve account 

[Patchio · Accepted solution]

@Cindiclutesi 

The self serve My Account and My Rewards websites have caching issues. Please try clearing the cache and cookies from your internet browser, or try logging in from a notebook or desktop computer, and then check to see if the data has been added to your account. 

If you successfully redeemed the data add-on, and purchased a data add-on, but they are not appearing in your account, or the add-on is there but it isn’t functioning even after rebooting your phone, you will need to contact the CSA’s using one of two methods:

Either through the SIMon chatbot (Preferred method):

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type “Submit Ticket” > Click “Contact Us” > Click “Other” > Then click on the link “Click here to submit a ticket”

Or via Private Message:

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

With this method, you will need to check your private message inbox (i.e., see the envelope icon at the upper right corner of the Community website).

Be prepared to verify and confirm ownership of the account by answering multiple questions, such as:

• Your first and last name
• Public Mobile Phone Number 
• Pin number