Lost data

[Jennyhuang]

Hello,

I had 240GB of bonus data to my account as of March 18th to be used in 150 days; but why this is gone. 

Thanks,

[hTideGnow]

HI @Jennyhuang 

if you changed your plan and a downward change, then the bonus will be gone as part of the terms

but you can ask support agent, they seems to be able to give you back another bonus data that they give to the new plan amount you have. 

please submit a ticket with CS Agent using this Chatbot link:  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 any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[fixin1]

@Jennyhuang - In the FAQ it says that if your account becomes inactive or you go to a lower value plan you will lose your bonus data. Please contact CS_Agent to reimburse you with correct amount:

⬇️  Click the link for an Agent * ⬇️

https://urlshortner.tiia.ai/xYpc_I

If the link above doesn’t work correctly OR you don’t have access to Log In, please go here to create a ticket to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. They work 7 days a week from 9 AM to 10 PM EST.  You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your community mailbox by clicking this link here: Mailbox

[Sansan]

@Jennyhuang if you downgradeed your plan recently, that's why. 

Will I lose my special bonus data if I switch plans?

The bonus data will remain active unless your account becomes inactive, you switch to a plan of lower value or to an incompatible plan.