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Good Citizen / Bon Citoyen

No Data - how to restore?

Hi There,

I am reaching out on behalf of my mother who currently has the $30 plan for 30 days.  She likely ran out of data last month, but since its been paid for a new month has been started, she still doesn't have any data access.  Can you please advise?  She is also interested in increasing her plan to the $35 a month option.  But She has been running on zero data for the last couple of weeks...I wanted to resolve for this first, before we change options.

 

Thanks for your help.

Town Hero / Héro de la Ville

Re: No Data - how to restore?

You can check data usage in the self serve account under data and add-ons.  If no amount is shown then the data has been used up.

Oracle

Re: No Data - how to restore?

@jackieciciretto As mentioned above, check your mother's self-serve account and see the current status. If the plan recently renewed, she should have data available to use as long as the plan includes data. If she is using data too much, you might want to first check the usage on her phone to see any data leakage before upgrading her plan. 


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Oracle

Re: No Data - how to restore?

@jackieciciretto , if a renewal has taken place, there should be data.  Login to the self serve and see what the usage looks like.  It should be right in the overview tab.  If you see no data mentioned there, it is all used up. 

Good Citizen / Bon Citoyen

Re: No Data - how to restore?

How do I log in to self-serve.  Is that where "My plan" details are?

Mayor / Maire

Re: No Data - how to restore?


@jackieciciretto wrote:

How do I log in to self-serve.  Is that where "My plan" details are?


Top right corner of this page...My Account in orange.

Good Citizen / Bon Citoyen

Re: No Data - how to restore?

I was able to look at data usage in self serve and she is not using too much data.  And her phone continues to show that network is currently unavailable.  She only uses mobile data roaming.  This roaming completely stopped since the last cycle and has not started up again.  But on self serve it shows that data is being used...not much, but its being used, as little as 1MB.

 

 

 
Mayor / Maire

Re: No Data - how to restore?


@jackieciciretto wrote:

I was able to look at data usage in self serve and she is not using too much data.  And her phone continues to show that network is currently unavailable.  She only uses mobile data roaming.  This roaming completely stopped since the last cycle and has not started up again.  But on self serve it shows that data is being used...not much, but its being used, as little as 1MB.

 

 

 

Is it only data not working? In self serve does her plan after renewal show she has data (the renewal was for the right plan)?

 

EDIT: Check in payment history that when the planned renewed it renewed for the correct plan. IE. you got charged for data.

Town Hero / Héro de la Ville

Re: No Data - how to restore?

If you believe there is a discrepancey then contact a moderator for assistance.

Moderator can be reached at 

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

Re: No Data - how to restore?

What do you mean by 'only uses data when roaming'?

 

Public Mobile only roams in the US, and to do so, you need US roaming add-ons of voice, text, or data, or a combo.

 

Data must be enabled if data is to be used, and if she is sending MMS (rather than SMS) messages, the data needs to be turned on, but will not consume data from the plan allowance (zero-rated).