IData disappeared overnight

[Hamccartney]

So frustrated with Public. Twice now I’ve had a huge amount of data (more than what would have lasted an entire month) disappear overnight. I have had a cell phone for 25 years and this particular phone for 5 and never had this issue until I switched to Public. To make matters worse, since there is nobody I can actually talk to over the phone I’m left waiting a day at a time to chat back and forth in their support chat. They have been absolutely unhelpful (even when I asked to speak to the supervisor) and they have claimed both times that their records are correct and my phone must have somehow used up all that data in one day. Ridiculous! They couldn’t guarantee it wouldn’t happen again and gave no financial compensation, so I’ve switched from public to another carrier. This was data theft. Don’t waste your time and money with this company. 

[Hamccartney]

I reset the stats every cycle already. For this past incident my phone (iPhone 11 pro) says I’ve only used 1.5Gb. I also did not update the OS or any apps in the days surrounding this incident. Background refresh is also turned off and I was connected to wifi for 8 hours at work and the rest of the time at home.

I’ve had this phone for 5 years and never had this issue. Thanks anyway, I’ve switched and am not coming back. I just wanted this to be documented here for others who maybe be considering joining Public or maybe have had the issue themselves. It would be helpful if it was possible to leave a google review for Public but I can’t seem to find a way to do that. 

[hTideGnow]

hi @Hamccartney 

it really could be a phone problem.  Some apps could use the data without you aware or the OS update and app updates on app store could be downloading in the background.

If you are using Android, you can track the usage from each app by setting the cycle date to match your current PM cycle, then it will show you the usage of each app

but if you are using iPhone, you cannot look back on the usage if you didn't Reset Statistics every cycle.  But if it is a good idea to start doing it so you can track the app usage.  On day 1 of each PM cycle, Reset Statistics on your iPhone mobile data page.  And remember, PM has a 30 days cycle and not monthly.  

[Hamccartney]

It was 6Gb. I’ve never used that much in my life! Also thank you but I already tried what you suggested and there was no resolution - just being told that it’s my phones problem, not theirs. 

[Hamccartney]

Thanks but I already did that and then had to submit a ticket. It took three days of back and forth with no resolution.

[hTideGnow]

hi @Hamccartney 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[slusagm]

how much data you supposed to have?

Check again using browser with Incognito mode

and make sure you disable Data Limiter on the phone itself

if you need PM to help to confirm,  Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage