Subscription Usage doesn't match Usage History

[umnikke8]

I'm seeing issues with my usage reports. I've made 2 long calls that show in my usage history but aren't reflected in my minutes used summary. Meanwhile data used summary is way higher than normal and what is showing in usage history for data is not adding up anywhere near.

Are VoLTE calls getting counted against data and not minutes?

[hTideGnow]

hi @umnikke8 

so,  they acknowledged something wrong?

Ask them to give you a 1GB freebie for compensation 

[umnikke8]

100MB of 250MB used from day 0. I checked with support last month, they said they were working on something, but still not working properly this month.

[hTideGnow]

hi @umnikke8 

there used to be couple Mb if buffer needed for data usage.  Many reported the 100Mb missing and it leads us to believe maybe the buffer usage is now 100Mb.   What plan do you have? It will be a tough lost if you only have 250Mb or 1Gb

I think you should check with support agent to confirm.

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

[umnikke8]

Into at least the 3rd month were extra data is reported in the Overview than actually used or reported in detailed history. Starts off immediately as soon as the next period commences.

[slusagm]

Android or iPhone?? they both have build in tracker. 

For iPhone,  you have to reset it every cycle 

Android is better, just change the cycle date and it will show you the usage without the need to reset statistics 

[umnikke8]

I don't have detailed tracking on the phone. But 2 months in a row, seemingly exactly 100MB extra recorded that isn't supported by the detailed usage history and completely different than all previous months. Not only that, but that 100MB has shown up on the first day of the billing period. It's not something I'm doing.

[slusagm]

how about your phone, did you check if it reports any usage on the phone itself?

[umnikke8]

My new billing cycle just started today. I didn't use any data, none is showing in the detailed usage yet, however the overview already shows 100MB used. Must be a bug.

[umnikke8]

Yep I checked the cycle dates and compared within them.

For specifics I spent somewhere near 3 hours on hold over a couple calls in the past few days, all within current cycle, all outgoing calls. Those calls and their duration are shown in the usage history, but Minutes used: 2.

If I look through the data usage history it adds up somewhere around 3MB. But it reports 103MB used.

[hTideGnow]

hi @umnikke8 

you have the correct cycle start date ?  PM is on 30 days cycle and the cycle start date moves

and for minutes, while the voicemail minutes will show on the usage page, it does not count towards your minute bucket, could be the reason

or , you can ask support agent to check.   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       

[umnikke8]

Been more than 24h even 48h for some of it to settle out. Data usage is still way high, minutes used way low. Usage history doesn't show anywhere close to the amount of data it says has been used, while it shows the hour long phone calls spent on hold that aren't at all reflected in minutes used.

[BKNS27]

@umnikke8 

The calling minutes are rounded up so 10 minutes 1 second will count as 11 minutes.

PM updates your usage twice a day…around noon and around midnight. So the usage will be updated to the correct amount.

Calls don’t count as data.