Network not working

[ross86]

I was reaching the max of my data thursday, topped up friday and was able to use data after topping up. Saturday I had no data again, even though only 20 of 200mb was used friday. It really messed up my day as I rely on data use for work. I check "my data and add-ons" today and nothing is there. Since I had no data Saturday and friday only used a small amount, there is no way I was over again... but since I need data today for work, I topped up again. Now I just see the 8.354/200MB of data used, nothing about the data I purchased Friday, even though I can see the purchase in my history. I've added screen shots and any help is appreciated! I'm also still not too sure why it says I used 8 MB data today, since I'm on wifi...

EDIT, Update: So I checked out my data useage for Saturday, I didn't realize the ads-ons showed up in useage. It says I used 89mb of data at 12:59pm, but I wasn't able to access data all day saturday... and at that time I was on my wifi network. 

Checked today, no data add ons. So I topped up again, 10$
I can see in my history that the transaction did go through friday...

[srlawren · Accepted solution]

@ross86 you need to send them a private message through the community, you're not able to email them directly.  Here's all the details you need:

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

[ross86]

How do I get the moderators emails? 

[ross86]

I'm on a data plan and have never gone over before! 

[ross86]

Thanks... I feel like that is my exact situation! 

[ross86]

Thanks... maybe that's what happened? I don't understand how i'm going through so much data! I used it to check the weather and BAM 100mb. 

[srlawren]

@ross86 when the data disappears from your My Add-ons on the overview page, as you have picutred, it means you've used it all up.  Perhaps there are apps or services using data that you did not expect.  Or perhaps you have WiFi Assist (as iPhones call it) or Smart Wi-Fi Switching (as some Android phones call it) turned on and din't realize?

To see what apps or services are using up your data, please see here:  for an iPhone, or for an Android phone.

[Anonymous]

Hi @ross86.  Don't know what plan you are on, but if you are using more than 10$ of data a month, and are not on a plan that includes some data, you might want to consider changing to a plan that does include at least a bit of data.  it will likely cost you less overall.

[PJC]

I'm afraid you MAY have fully used up the 200MB of data add-on that you've purchased, based on the details you've provided unfortunately...Usually when you use up all of your data allocated, it will disappear from your overview page. 

If you want, you can send a message to the moderators and request them to do an early renewal of your plan. Alternateively, you can also purchase another data add-on.