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PLEASE HELP

KimM
Good Citizen / Bon Citoyen

My son and daughter have had their public mobile accounts for a year without any problems. They signed up when you could get a bonus 3Gb per month so they should be getting 4Gb per month total (plan includes 500Mb + 500Mb for autopay). My daughter got a text saying the plan renewed/payment received and the she tried to download a song and then got a second text saying she’d used 75% of her data. When I signed into her profile it shows she’s only used 13.090Mb. I need to know why the bonus 3Gb is not showing up on her account. Also if the renewal date is the payment date why is she getting a text of 75% used when she does show only 13 of 1000Mb used?

9 REPLIES 9

pkaraa
Deputy Mayor / Adjoint au Maire

On my stand by line I have 250MB recurring, I have 1GB bonus and 2 GB bonus. Once I have used 250MB in a month and my 1GB bonus kicked in. Used a few MB of data out of that. 

 

Then onwards I am using data out of my recurring and not from my bonus.

 

if you get the 75% usage msg and realtime says otherwise then it must be a glitch.

 

You can contact CSA to get it confirmed. 

 

@KimM 

I am fairly certain that the promotion was a one time 3GB data add on.  Not re-occurring monthly add on (otherwise it would be a "hot" deal).  Once your daughter used it up, then the 3GB data add on would disappear and she will be left with monthly 1GB data.  

 

I would ignore the 75% warning.  Probably a glitch in the system.  Or sometimes the warning combines the regular monthly data with the one time data add on.  

KimM
Good Citizen / Bon Citoyen

Ok thank you

KimM
Good Citizen / Bon Citoyen

I’d never even signed into her account before, we’ve had no problems for a year and it’s on autopay

JK8
Mayor / Maire

@KimM 

 

You would need to contact a Customer Support Agent. Second option below is easiest.

 

  • 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.

 

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

  • Monday to Sunday: 6 AM to 10 PM EST

 

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

KimM
Good Citizen / Bon Citoyen

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hTideGnow
Mayor / Maire

@KimM  did you ever click Lost/Stolen on My account earlier?? sometimes that could mess up promotion and rewards 

KimM
Good Citizen / Bon Citoyen

It only shows the 500Mb + 500 Mb

 

 

 

edited by computergeek541: screenshot removed

JK8
Mayor / Maire

@KimM 

 

If you look at self service under My Data & Add-Ons does the data line look correct? 

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