Plan and Data Renewal

[quitcher]

I have had my plan for a little over one month, but my data has not reset. I received a text saying I had used %75 of my data, but it should have reset 10 days ago and I have not used that much data in the last 10 days. Why hasn't it reset? And where can I find the day it is supposed to reset?

[Anonymous]

@quitcher 

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[quitcher]

Sweet, thanks!

[darlicious]

@quitcher 

If Simple--Simon continues to give you trouble....I personally don't like the guy then try my method for sending a private message instead.

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[darlicious]

@quitcher 

Put in "Data counter did not reset " and "human" and follow the prompts to submit your ticket.

[quitcher]

Do you happen to know what cues to use with the chat bot? I tried it a couple times already and couldn't get anywhere with it. 

[quitcher]

When data doesn't reset, does it just take a couple extra days? Or an entire 30 day cycle to reset?

I had already checked my data usage for the last 10 days and it wasn't anywhere close to %75 of my limit. 

I remember getting the texts saying my plan was about to be renewed, and because I have autopay set up I also received a text when the payment went through and the plan renewed. I don't know if this makes a difference, but I also have a promotional bonus 2gb of data. 

[darlicious]

@quitcher 

Go to your daily usage page. Data is updated in two 12 hour blocks daily. Add up the last 10 days or so to your renewal date. (September had 30 days so your phones data tracker should be more or less correct....imput the correct dates for your 30 day cycle.) If your next renewal is in October ie October 27th then September 27th was the first day of your 30 day cycle.

Compare your phone tracker with your daily usage page total....they should be close in number taking into account the slight delay in reporting each 12 hour block. Now compare that data usage number with the amount reported in your data counter on the overview page. It will be an obviously large discrepancy between your data counter number and your daily usage page and/or phone tracker's data usage totals.

Take screenshots of your phone tracker usage and your data counter usage on the overview. Submit these with your customer support inquiry to prove your data counter did not reset. If all 3 of these numbers are about the same then you have no claim. Take the time to screenshot your overview page and your transaction history before and after renewal just in case an anomaly like this does happen you will already have the proof without all the hard work.

Your usage counters reset at midnight eastern upon renewal. If you live outside of the eastern time zone your new cycle/reset will start at 9pm pt if you live in bc or 1am atl if you live in nova scotia for example. @gpixel  suggested the other day to refrain from using data until midnight local time (or after if you are down east) for the period of time that your renewal differs by time zone to keep your phone's data tracker as accurate as possible.

[hTideGnow]

@quitcher sometime the text could be wrong.

best way to confirm, login to My Account, on the My Data & Add-ons, it will show you how much data you have for the months and how much you used.  Where is it showing there.?  Was it really 75%?   

Let us know if there is any issue, maybe you can confirm on your device as welll 

[Yummy]

---

@AE_Collector wrote:

But I am always a little sceptical when I hear the phrase “I can’t have used that much data in 10 days”. Oh sure you can… it’s easy! But you can take a look online to confirm it.

---

Correct, quite easy to waste all your data allowance as OS and background apps just love to sync and chat with Internet.

[walker1]

@quitcher    Since your new here you should login to your selfservice account more often to monitor your data usage.

Until you get a feel for how and how much data you use.   Just saying 🙂

Edit

If you're data didn't reset for what ever reason, you can use the chat bubble to get a ticket for help with that if you need to and they'll fix that up for you.

[Anonymous]

@quitcher 

when your data limit used, is will off until next renewal cycle

at public mobile Prepaid Service No fees extra charges,

for more information about Managing Your Data Usage visit  Here link to save your data...

[AE_Collector]

@quitcher 
Data not resetting at plan renewal has been a thing that happens occasionally. But I am always a little sceptical when I hear the phrase “I can’t have used that much data in 10 days”. Oh sure you can… it’s easy! But you can take a look online to confirm it. 

Plans are 30 days here, not 1 month. You should be able to find an email or text message when you activated since it was only just over a month ago. Also you should get a heads up text 3 days before plan renewal and then again after plan renewal.

AE_Collector

[Triguy]

PM plans are for a 30 day period.  Check your usage in your self serve account.  Also make sure you disabe updates and app notifications when on data.

https://www.publicmobile.ca/en/on/get-help/articles/managing-your-data-usage