My Add-On Data disappeared

[sgerami]

I had 3GB of addon data and they disappeared. What happened to it? How do I get it back?

[Meow]

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@sgerami wrote:

I had 3GB of addon data and they disappeared. What happened to it? How do I get it back?

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What do you usually do with your data? If you do not see it you used it all up.

Can you provide screenshot of your usage?

[JL9]

Most likely used up then, what were you using your data for typically? 

[esjliv]

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@sgerami wrote:

I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

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@sgerami  - A few weeks could have used up 3 GB.

Under this area would be your most accurate gauge of current data usage. 

It would be nice if the line didn't disappear and just said "used up or consumed 3072Mb" instead. But it doesn't.

If you are looking in the detail usage history to add up your data, this is not 'live'. There will be a 6-12 hour delay for usage to show up there, so not the greatest to go by if you want "NOW" available/usage.

[softech]

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@sgerami wrote:

I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

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but you remember how much left from the 3GB?  It should show something like 

2044/3072

which would mean  you have used 2044 Mb out of 3072Mb.  was it a number close to 3GB already?

If you want to confirm with PM Support, please open ticket with them:

1. If you have access to My account: 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 ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[sgerami]

I was not a recurring promo. I have not changed my plan.

[sgerami]

I checked the data a few weeks back and it was there. I check usage history and there's nothing major there.

[Yummy]

If you bought 3GB of data and you used to see it but not anymore, that means you used all your data allowance.

[softech]

@sgerami   it disappears from My Account's My Data & Add-ons? 

Usually when it disappear, it means it is all used up and hence got removed.  You sure you didn't use them up?

Did you recall how much data left when you last check?  and when did you last check and see it?

Check the Usage Log from My Account (https://selfserve.publicmobile.ca/Overview/viewUsageChangePlan/) and see if that confirm a large data usage lately.  Go through each page there

Also, if you are on Android, you can easily trace back on the device level  if you have used the data.  Something like this:

Confirm first, sometimes, the phone turned on Data itself (like Adaptive Wifi or Wifi-Assist got enabled) or you accidentally download a big update or stream files you weren't aware

[dust2dust]

If this was a recurring promo then it should reappear at renewal. Otherwise if you used it all then it's gone. Or did you change plans down from having the promo?