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Data Usage Not Accurate

ekhekh
Great Neighbour / Super Voisin

My most recent months plan started on Aug 30th, and then three days later I received a text informing me that I had used 75% of my data. I hadn’t changed anything about how I used my phone (no new apps, minimal streaming, used mostly wifi, etc) and so it’s basically impossible for me to have jumped my usage so suddenly. I rarely go over my data at the end of my plan period. I’m a week into my plan and now I’m being told that I’ve used 95% of my data. This seems incredibly inaccurate - help? 

16 REPLIES 16

BlueB
Deputy Mayor / Adjoint au Maire

@ekhekh 

Just to confirm, your current "month" starting Aug 30 was from Public Mobile's system, correct?  If you're relying on your phone for your "month" it can be off because Public Mobile renews every 30 days and not a month.

 

Also on your S7, you'll be able to check the data consumption for each app.  I'm not sure if this helps or not, but Public Mobile's data counter is generally trusted as being accurate.

ekhekh
Great Neighbour / Super Voisin

Thanks for your reply. There's definitely an issue. I haven't changed anything about my data (same apps available, same usage, no hotspot, no wifi assist, etc.) or about my activities (still going into work the same way, mostly using wifi, etc.), but somehow I used the same amount of data in under 7 days than I would in 28. 

ekhekh
Great Neighbour / Super Voisin

Do you know how to contact a customer service agent? I've tried the chatbot but it's useless. And I can't find contact information anywhere. 

@ekhekh 

 

Direct message to PM is the easiest.    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  CS Agent will communicate with you there

 

 

But tell us what you need PM to help you with and maybe we can advise and maybe you don't really need to open ticket with PM

S--S
Mayor / Maire

@ekhekh wrote:

Do you know how to contact a customer service agent? I've tried the chatbot but it's useless. And I can't find contact information anywhere. 


@ekhekh 

Explain your issue to Contact Customer Support Agent by  ,
they can solve your issue, they are nice Service Team they will help you 100%.

 

Here’s How To Contact Customer Support Agent by CS_Agent,

  • you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

@ekhekh   if you want to open ticket with the Chatbot, which PM might reply quicker, do this

 

at chatbot, type: Data usage not acurate

then click  "I have enough data, but it's not working"

then click  " still not working"

then click "android"

then click " Still not working"

then click "Click here to submit a ticket"

 

you will then direct to another page to open the  ticket.

 

 

@ekhekh 

Have you run out of data yet? As already suggested have you :

 

  1. Checked your data counter in your self serve account?
  2. Added up the two 12 hour blocks of data reported each day in your daily usage pages from your renewal date to present and compared it to the data recorded in your data counter?
  3. Compared your phone's data tracker to your accounts data counter?
  4. Added up your apps data usage in your phone and/or noted any high usage by an app?

If you don't think your data reset upon renewal you can ask for it to be reset. If the texts were not errant ones then this is possible if for example you have 1gb of plan data and regularily use around 75% - 80% of it (750 - 800mb/1024mb). After renewal without  data resetting you could have been just below 75% and triggered the 75% usage text within a few days or a week even if you were mostly on WiFi. Up to another week could pass using your usual amount about 200mb that would trigger the 95% usage text.

 

Less likely is a sudden high usage of data within a few hours when on WiFi or not using your phone that is on the pm side caused by some kind of glitch. Reporting this quickly to pm customer support is imperative to getting your data reset and proving that this is unusual to your normal usage pattern. Usually a CSA will be aware that this glitch could affect some customers and they reset the data without question but this is not common just not impossible either.

 

You have been given the methods of contacting customer support. I myself prefer private message. I don't like that Simple--Simon character....lol!😎

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