data usage - way too high!

[robert55555]

Hi all,

I just renewed a plan for my son, 80GB - on the 23rd (Currently the 28th). it already has 59GB usage - which is wrong - I spoke to him and there is no way.
The data usage shows approx. 1.5GB usage.
Can some one tell me why this is happening and how to reset it or - what to do?

Robert55555

[softech]

@robert55555 

did hey try checking the My Account using Incognito mode to avoid cache issue?

Also, check Payment history to confirm the account did upgrade mid-cycle.  Or please check with CS agent to confirm.  Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
    (if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there   

[robert55555]

Hi and thanks to all. 
I still have no luck with this.
He is down to 2 GB on 80 with his account renewing on the 22nd

I feel since I upgraded mid cycle it did not reset his data and left it where it was - and now he is almost out while travelling in Mexico.

How to resolve this?

[funpig1]

@robert55555 

Compare the data usage from the PM app with the data usage from your phone settings. They should be close.

You can also review the Usage History in the app to find out when the data is being used. And get the phone settings you can see which app is using how much data.

[BKNS27]

@robert55555 

If you login on the PM app and swipe down on the screen. It will update to the current data usage. 
Please note that the data usage is update twice a day. Around noon and midnight.

[hairbag1]

@robert55555 

sometimes you'll see incorrect info due to cache problems.  Log in on a laptop but use incognito mode. See if that shows less data usage.