Wrong Data Usage

[hutchic]

My son broke his phone but his account shows as having used 1GB.

This is obviously incorrect. While it's well under the amount of purchased data it's concerning that it's being miscounted.

[slusagm]

@hutchic you need PM to check and clarify .

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[hutchic]

@BKNS27 -- I'm aware but that shouldn't be reported as data used over the mobile network
@Camera4617 -- becuase there's literally no SIM in the phone it's impossible for it to use mobile network data
@hairbag1 -- that's where the usage number came from

[BKNS27]

@hutchic 

The apps on your son’s broken phone also uses data in the background app refresh.

[Camera4617]

How do you know it is incorrect? He did not use it at all? Or you think he used less than it shows?

[hairbag1]

@hutchic 

He should log in to his account / Usage Breakdown to see accurate usage info.