Why does my data keep running out

[douglasmcneill]

My data keeps running out and I am having to add add-ons to make it work. My usage shows i don't use much so what is going on? Is my base contract not working right?

It is impossible for me to work out what is going on as your user portal is useless. Why does it way I owe money? Don't you take money out automatically?

I think i have had enough of Public mobile. How do I close my account down and transfer my number? How much money have I got in the account and when would it be best for me to leave? I don't want to leave if I have just paid 3 months. 

[Community_QA]

I find PM data tracking are generally reliable 

Check your apps.  Usually you didn't block enough mobile data usage. Apps are sneaky

[Korth]

Device-side data metrics (as measured by your phone's software) are a "guideline". They never promise accuracy. They're mostly accurate - if they're reset correctly each time a new data cycle begins - but some usage patterns and some conditions and some devices can skew the numbers badly over time.

Network-side data metrics (as reported in Self-Serve) are what really matters. Because that's what you're paying for. Because the network operator (Public Mobile) is like every other network operator - they do not (and they cannot) trust the numbers reported by the devices themselves.

Any decent data tracking app will let you see which apps consume how much data. And limit or deny data access on a per-app basis, if you like. If your phone's built-in software doesn't already do what you need then head over to the play store and download something better. And remember to manually reset the counter each time you get the "Public Mobile here ... your account has been successfully renewed" message, easy enough.

[esjliv]

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@douglasmcneill wrote:

I have an iPhone. It says I have used 1.3Gb. The Public usage says I have used 1.3gb. My plan says it is a 3gb per month plan. 

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@douglasmcneill - As I believe already mentioned, PM plans are 30 days, not monthly.  Plan data lasts 30 days from your start cycle to your next renewal.

So is your phone is set from the 1st of the month to track your data? If you are going by your phone to see your data usage, you must reset the counter, or set the date every renewal, as it will fluctuate on a 30 day plan.

When you say "The Public usage says I have used 1.3gb. " are you looking at your self serve account in your overview section? Because that area is the most accurate of your remaining balance of data.

[softech]

@douglasmcneill   the main question is where that 1000.828 MB went.  It was from before and iPhone has no easy way to track back if you didn't reset your device data use on May 1.  

There are different reason why there could be a 1GB usage, could be app update, could be OS update, could be video streaming.   You might or might not notice any of those happened.   Also, iOS has Wifi Assist that will trigger data if it sees a very weak Wifi signal, so was that setting tuned on?

I suggest you to reset your iPhone Data tracker today and start monitoring it daily and see if there is any discrpency.

[douglasmcneill]

As per the advice on this thread I changed my plan on the 1st May 2022. I reset my phone then and it says I have used 1.3Gb of data. I can also go into the Public 'View Usage History' and see the following (sorted by 'Data Usage' 

and this is my plan:

[softech]

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@douglasmcneill wrote:

I have an iPhone. It says I have used 1.3Gb. The Public usage says I have used 1.3gb. My plan says it is a 3gb per month plan. 

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@douglasmcneill   for iPhone, you cannot easily track backward

But at least you can try to Reset the data usage tracker today and start track today.  Then you can go to PM and compare the usage daily 

Check this:

https://support.apple.com/en-us/HT201299#:~:text=To%20see%20how%20much%20cellular,it%20off%20for%20t....

So, reset it today on your iPhone.  Take a note on PM and see how much it shows you, I believe 1.3GB for your current usage

Then tomorrow night , check your iPhone and PM usage and see if they match.  Your iPhone track will also show you which app used the data and how much. Then you can tell if PM was correct or if your iPhone needs to tighten up the app data usage

[douglasmcneill]

I have an iPhone. It says I have used 1.3Gb. The Public usage says I have used 1.3gb. My plan says it is a 3gb per month plan. 

[softech]

@douglasmcneill do you have an Android?  

did you check what I suggested above?

Data usage issue is usually on the device setting and not PM  problem.  For most case, PM tracked the usage correctly 

[douglasmcneill]

Can someone please contact me before I give up! I cant keep having my data run out. I changed over to a new plan that is meant to give 3gb of data per month. When i switched my data started working again; however, today the data just stopped again after only using 1.3gb (from iPhone meter)!

[CS_Agent]

Hi there.

Thanks for sharing your inquiry through the community. Most situations are solved with the help of our kind community members.

However, if you wish to review more options you have the chance to request a customer service representative through Simon, just clicking on the following link:  https://bit.ly/3MHt634.

As well for you to have a better picture of the current in-market deals just by clicking here https://bit.ly/31J16H4.

Kind regards.

Public mobile team.

[gpixel]

yeah the plan he is on is pretty bad... it's comparable to the $25/1gb plan. I'm sure they have full speed though. either way the only 90 day plan I would keep would be the $120/12gb plan

@douglasmcneill 

I would start with the $35/3gb plan if you need more than move up to the $40/5gb which should suffice. web browsing and apps use a lot more data nowadays. if one has wifi at home it's best to disable mobile data and turn on wifi. get into the habit of disabling and enabling either option. as wifi has a tendency to disconnect while the phone is asleep or not in range which causes the device to fall back to mobile data.

make sure to manual add the total funds of the plan you decide to choose. I'm not too sure what happens when 90 day plans try to switch. if it glitches out you will need to contact customer support

Manual Payment:

login to self serve
click on "payment" tab
click the "preferred payment type"
choose "other, enter the desired amount" and manually type in your total plan amount and make a payment. 

[darlicious]

@douglasmcneill 

And yes talk to customer support as it sounds as though your plan data for not reset. I would have them reset your plan data counter with what you have used since renewal ie 2948mb/3072mb. Then reset your add on data that you ended up using instead of the plan data ie. 2048mb/2048mb. This is important because your add on data will carry over to your new plan upon renewal.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[darlicious]

@douglasmcneill 

That amount would be due on or before that date for renewal. But since you are considering a change of plan....that amount will still say that if you schedule a plan change on next renewal but don't worry that's normal.

If you are on 3G SPEED data plan then you should consider a different plan but remember there are only 30 day plans now but that also gives you more flexibility to change plans every 30 days depending on your data needs. You are currently paying $35/30 days for the equivalent of 1gb of data a month. If you want to keep the same price point current 30 day plan offers have the $35 plan with 2.5gb+500mb autopay data bonus=3gb. 3×data/30 days as your current plan. If you wanted just the same amount of data (1gb) the $25/500mb+500mb autopay bonus=1gb. You save $10/30days or $30/90 days making the equivalent 90 day plan=$75.

I would suggest a scheduled change plan on next renewal to the $35/3gb plan and relax and enjoy your data and monitor your usage. If you find you still use around 1gb/30 days then schedule a change plan on next renewal to the $25/1gb plan and use a $15/1gb data add on to supplement the monthly data if needed (100mb to 300mb). If you find yourself using more than 500mb of add on data then going back to the $35/3gb plan may be a better option. Lots of flexibility to change on 30 day plans.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[douglasmcneill]

This is helpful, thanks.

I am on a 90 day plan on 3G. 

I can never work out the logic of the renewal.

It says:

• Payment Due Before: Jun 27, 2022
• Payment for Next Cycle: $105.00
• Amount Owing: $105.00

What does amount owening mean? Do I owe that now, or is that what I owe on the 27th June? 

If the 90 day is up on the 27th June it woudl suggest I have used all 3gb and the addons I added, all since the end of March. I will reach out to an agent again.

You mention there are cheaper plans than the 90 with 3gb for $105. Can you suggest one as I am not sure which one is better then this.

Thanks

[Korth]

@dust2dust 

I didn't know that. I've never fully used up an add-on. I'm still working through my first one, lol.

[dust2dust]

Korth: Buy one 500 minute add-on. At 96 minutes remaining, buy another one. This adds the remaining to the new amount and makes that the total. Now they've used 252 of that. This happens with data add-ons as well.

[Korth]

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@softech wrote:

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I'm just curious ... why does your "500 min" add-on show 252 of 596 consumed?

[Korth]

Big data consumption is usually the same old things:

Background data.

One or more apps is constantly sipping data like a leech. Syncs, updates, logins, notifications, messages, newsfeeds, etc. Turn it off. Turn it all off. You don't need anything on your phone to suck your data until/unless you actually turn your phone on, you actually turn your data on, you actually launch the program.

Speedtests.

These attempt to burn as much data as fast as possible by design. The faster your data, the more you'll waste on each run.

Videos.

You can stream them at lower resolutions - you gain nothing (and lose data) by streaming video at higher resolution and faster fps than your screen can display. And, let's be real, if you're watching a puny handheld screen then your enjoyment and experience isn't going to really be improved at with 4K UHD HDR awesomeness which is meant to be watched on a large wall-mounted TV.

Gaming.

Lightweight games like Candy Crush, Pokemon, and Bingo/Casino stuff barely even need data, usually.

But heavy games - basically anything which puts you into a real-time 3D environment, world, or arena filled with other players - need a steady, uninterrupted stream of two-way data.

[BKNS27]

@douglasmcneill 

To check your data usage, go to View my Usage and it will have a breakdown of your data usage, calls and texting.

[JL9]

If you are looking to leave you can't prorate your 90 day plan or get any balance back so to maximize value I would use it for the next 3 months and just before it is over you can port your number over to another provider if you still choose to go that route. Also if you have any remaining balance you can use it on data add ons to take you to the end of your 90 days. OR if you know you are definitely leaving you change reward programs, to redeem a bunch of points for data add ons at cheaper rates. I would say you could also get $15 chunks off your bill and enter contests to win new phones. I think there is a phone being drawn at the end of June so you would still be a customer and could be eligible for that. You have a lot of options depending on which way you go. If you get the data issue sorted out and want to stay I would recommend sticking with the rewards program you already have.

[darlicious]

@douglasmcneill 

Are you on a 90 day plan? When was your last renewal? If you have 4G LTE data are you beholden to it or would be ok with it throttled to 3mbps? You have been a customer for nearly 5 years but this is your first post in the community. While your plan is grandfathered and 90 day plans no longer exist there are cheaper plans with more data on offer now. You should explore your options.

In the meantime it sounds like you ran out of data at the end of your last 90 day cycle and bought an data add on. Your data counter probably didnt reset upon renewal which is why you have needed to purchase another one so quickly.

Contact customer support to look into your data counter not resetting while you can consider scheduling a change plan on next renewal.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[Meow]

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@douglasmcneill wrote:

Thanks, I do not see data in the usage portal you reference. It shows Talk and Text, but no data.

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If you do not see data on your account it means you used it all.

If your plan has 3GB and you do not see any and your usage does not show you used it all, contact agent so they can see what is the issue.

[JK8]

@douglasmcneill 

Contact a CS Agent to look into this:

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[douglasmcneill]

Thanks, I do not see data in the usage portal you reference. It shows Talk and Text, but no data. It is like my account does not have any data on it. For the last few months I have added an add on just to get it working. I can go though my usage history and I see I have not used much data and far less than the 3GB the account is meant to have.

[softech]

@douglasmcneill If you login to My Account, check the My Data and Add-on box there, do you see any line showing your assigned data like this, you could have more than one line:

Also, are you using an Android phone or iPhone.  If Android, you can trace back your Data usage.  Just need to make sure you change the cycle start date to match your PM Cycle start date.  It will show you how much data you used and which app used the data:

If you are using iPhone, it cannot trace back.  But you can go to Usage page and reset the counter and you can start tracking your usage from today

I think the important thing to restrict data is to turn off background data use for app.  

Also, make sure you turn off Wifi-assist or Adaptive Wifi, these are features that will trigger Mobile Data if the device sees a weak Wifi signal.  

Also, make sure you disable app update and OS/security update with Data.   Disable Mobile Data usage for streaming app like Netflix

[Meow]

For most accurate data usage, check it through your self-serving account.

Your phone tracking is not the most accurate tool.

If you keep data on all the time, many apps and OS connect to Internet all the time checking various things.

Why is PM portal useless? You can do everything through it...

If you want to cancel your service, remove autopay and credit card. On next renewal your account will be suspended due to no pay and will be closed after 90+ days again due to no pay.

Faster way to close account is to post out your number to other company. Your PM account and New account have to be active and you initiate porting of your PM account at New provider. Keep your PM SIM in the phone, answer Yes on SMS to authorize porting within 90 minutes and number will be transferred within few hours.