error in data usage

[P_P]

309.63 mb of data usage at 1:26 am on July 26 2022 appears in my data usage history , however I was asleep and did not use the phone at that time. Furthermore when I am at home my phone connects to my home internet service. how can I get credited this data back into my account

[P_P]

thanks, will give it a try !

[softech]

@P_P   hope that can help you to save a trip to CS agent (opening ticket)  🙂

For iPhone, the monitor tracking is very manual (unfortunately).  You have to manually reset the mobile data counter and the counter will start from there, no automatic reset or reset daily, monthly.

To reset the counter:   go to Settings > Cellular or Settings > Mobile Data, and tap Reset Statistics.

You can try to reset it before you go to bed tonight.  Let it run tomorrow and make note of the data usage before you go to bed tomorrow.  Then the day after, compare with PM usage history (have to wait the day after as PM only update it late at night.. LoL)

[P_P]

Thank you Mayor, that is a very helpful explanation of the how the data usage is registered. It explains why the usage always appeared between midnight and 2 AM.

I have an Iphone 6s, any info that you can provide so that I may monitor my usage for comparison would be greatly appreciated.

Thanks again for the clarification.

[softech]

@P_P   how you notice the unknown data usage?  from My Account's Usage History?  

PM only update the data usage history twice a day as a batch.  So, you might see an entry of 300MB at 1:xx am but that does not mean it was using all 300MB at that time.  All it means is that over the last 12 hours or so, it has consumed 300MB

You can try to monitor the usage on your device as well to confirm and compare with PM usage history

On iPhone, just reset the Mobile data usage and start monitor from that point.  You can see how much data used and which app used.  

On Android, you can change the Mobile data cycle date and then you can see how much data use and which app used 

Of course, these monitoring can be done easier with the help of apps  Let me know your phone type and I can suggest

[P_P]

thanks for the comment Steven, but we have 2 phones, my husband on Bell and I on PM and this is only occurring on the PM account. Also there is no other indicator that my Bell internet service is experiencing slowdown especially between midnight and 2:00AM which is when this unknown data usage is registered almost every night. I hope CS can help.

[Stevenleblanc]

Some phones have aa BOOST download feature that if the WIFi slows down in will use data to supplement the loss in speed, Depending on you device, it is usually in the connections tab. But some phones are difficult and you have to turn the feature off. It's happened to me.

[hTideGnow]

Hi @softech thanks.. just tested it out and work!

[softech]

@hTideGnow 

call *611 and press 3 , you need your 4 digits pin for this option.

[hTideGnow]

> call *611 to check it out your usage.

Hi @Timer 

how?

[JL9]

I actually just signed in to my account and I was away for a few days earlier this week and it said I used just over 1.5 GB which I figured is probably correct (I saw this a couple days ago) Just signed in now and it went from 1.7 to 3.0 + 21% of my 2GB bonus used up which I knew was not right since I was on wifi. So I figured it may be that incorrect usage issue ppl are having with new self serve. Lo and behold I sign back in and it is back to 1.7 GB ?!? not sure why it is all over but hopefully they work this glitch out.

[JL9]

Really? Has PM verified this, I haven't heard that otherwise 

[esjliv]

@P_P - was the data setting on in the settings of your device at this time? If so, perhaps the wifi signal was weak and apps were running in the background.

Even in wifi areas some apps can use data depending on the settings of your device and how the apps are set up.

A good practice is to turn off data when you are not using it, so that accidental usage is not happen.

We are all customers and member like you here. If you require account assistance you will need to contact a CSA representative.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[Timer · Accepted solution]

@P_P 

tried use browser from computer, clear cache and cookies and use one page inPrivate mode,

To Login Page

or call *611 to check it out your usage.

Edit: is a glitch in the system is a new design,and in your account show different usage data but it's not real,, it is affecting a lot of people, until the system complete updated very soon,

if needed to contact support team by private message CS_Agent