Total data used doesn't match breakdown

[Ja_net]

Has anyone had issues with their total data usage being significantly higher than what the usage breakdown shows? My account is saying I have used 20GB since March 1. There is no way I have! I checked the usage breakdown and it is consistent with what the usage tracker on my phone shows. Both show SIGNIFICANTLY less usage.

[howingto]

I never had issue with PM tracking until now and that’s why I wondered if there’s a system glitch. I never used over 2GB per month, so using 9GB in one day is just implausible to me. What could I possibly do on my phone that used up 9GB in one day? I don’t know how the agent has 9GB for March 12 and the breakdown in my PM app only showing ~200MB…I guess I also don’t appreciate being accused of sharing my SIM card when I am actually using an e SIM. I don’t even know if you could share an e SIM and how…to answer your question, yes, my phone would notify me when WiFi is unstable. 

[hTideGnow]

hi @howingto 

i would say PM's data tracking is reliable and I never have any trouble

Both Android (Adaptive Wifi)  and iPhone (Wifi Assist) have a feature to use mobile data automatically if Wifi is unstable, not sure if you have that enabled

[howingto]

I have experienced similar issue just this week. Data overview on the app shows that I used all 10GB and the usage breakdown only added up to 1GB. I contacted the agent and he was less than helpful. He claimed that I used 9GB of data on March 12 that got me to my 10GB limit. He couldn’t provide me with more proof than a screenshot in his system. My app is showing I used ~200MB on March 12. We went back and forth via messaging on March 14 and he stopped responding ever since. No way I used 9GB in one day when I had WiFi access most of the day. Not impressed with the agent’s response. He was accusing me of using the SIM card in multiple devices and making lots of false assumptions and accusations…

[Ja_net]

I have submitted a ticket. Thank you.

[hTideGnow]

hi @Ja_net I think it is time to get PM support agent to investigate further.  Please submit ticket as said above 

[Ja_net]

Thanks for the reply. I turned off wifi and can not use mobile data. 

[funpig1]

@Ja_net 

I have seen a cache problem where the usage breakdown is less than the actual usage. Even with rebooting, the usage breakdown sometimes does not update properly. However, I've never seen the usage breakdown being higher or completely used up when the actual is much less. 

When you turn off your Wi-Fi and try to use the mobile data, are you able to do so? I am wondering whether it is just a data usage reporting issue or whether all of your 20 GB has actually disappeared and you are unable to use mobile data. 

Good luck with dealing with a customer service agent. They may take hours or days to respond to you depending on how busy they are. If you don't hear back from them in a reasonable amount of time, message them again.

[Ja_net]

I tried that. It is still showing 20GB used. I have also received a text message from Public Mobile saying I have used 100% of my data. 

Thank you for your time. I have submitted a ticket.

[hTideGnow]

hi @Ja_net 

Pretty sure it is  just app or browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  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 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Ja_net]

The app says I have used 20GB since my new billing cycle started on Feb 26. When I add up the data used in the usage breakdown it is only 348 MB! The usage tracker on my phone says 486 MB. I have never used even close to 20GB. 

[hTideGnow]

hi @Ja_net how much the discrepancy is??

and you have any bonus data from the old days? 

Click the Usage Breakdown and only check the  monthly usage and see how much the discrepancy is