topic Re: Maintenance over the weekend in Announcements

Maintenance over the weekend

Jeremy_M — Mon, 21 Aug 2017 19:07:39 GMT

Hey Community,

As you may have noticed, there was some backend maintenance over the weekend that didn’t go as planned. Unfortunately, some customers felt the impact with their accounts being suspended or not renewed.

We couldn't comment earlier on the situation as we needed to evaluate the situation, impact, and root cause.

Good news: The issue has since been resolved since Saturday,5:30 pm EDT. Accounts that were erroneously suspended, should now be fully restored.

Our service levels should be back to 100% by end of day (5 pm EDT).

We apologize for any inconvenience that this may have caused.

-Public Mobile Community Team

Re: Maintenance over the weekend

mimmo — Mon, 21 Aug 2017 20:05:11 GMT

Thanks for the update. And please give a big bravo to Marie and the other mods that were working over the weekend.

Re: Maintenance over the weekend

Jeremy_M — Mon, 21 Aug 2017 20:06:54 GMT

@mimmo wrote:
Please give a big bravo to Marie and the other mods that were working over the weekend.

Already done! Thank you, Mimmo!

Re: Maintenance over the weekend

skmkenn — Mon, 21 Aug 2017 20:08:34 GMT

Thanks for the update Jeremy, and I'd also like to give a big thank you to the Marie, Annie, and the other moderators that worked through this outage to get service restored to customers.

Re: Maintenance over the weekend

zhadj030 — Mon, 21 Aug 2017 20:12:31 GMT

This comes as a good news for everyone that got affected.
I would have personally preferred if there was an announcement earlier then this. A quick announcement at the start of the issue could have sufficed something in the like of "we are experiencing some issues at the moment and we are working on it, stay tuned for updates " or something like that .
Anyway better late then never .
Big thanks to the mods for their support .

Re: Maintenance over the weekend

Luddite — Mon, 21 Aug 2017 20:20:54 GMT

@zhadj030 wrote:
This comes as a good news for everyone that got affected.
I would have personally preferred if there was an announcement earlier then this. A quick announcement at the start of the issue could have sufficed something in the like of "we are experiencing some issues at the moment and we are working on it, stay tuned for updates " or something like that .
Anyway better late then never .
Big thanks to the mods for their support .

Not so sure "better late than never" helps with this type of glitch.

Re: Maintenance over the weekend

will13am — Mon, 21 Aug 2017 20:26:00 GMT

Thanks for the udpate. I just migrated a friend over to the service. The activation process was perfect.

Re: Maintenance over the weekend

mtfolks — Mon, 21 Aug 2017 20:41:30 GMT

Thanks for the update. Will we see this fix the plan prices by 5pm as well?

😉🙃😂

Re: Maintenance over the weekend

mimmo — Mon, 21 Aug 2017 23:49:36 GMT

@Jeremy_M Hopefully PM can use this as a learning experience and should any type of issue happen again that there is some more proactive measures taken and plans in place.

simple announcement on community saying we are having an issue please be patient we are working on it.
announcement/updates on facebook or twitter
give mods a little more flexability in posting/pinning
i'm sure there are many other ideas

Re: Maintenance over the weekend

henrylam501 — Tue, 22 Aug 2017 01:29:25 GMT

I was one of the unfortunate few affected, however all is fine now, thanks to the mod who reversed the credited back the extra payment I had to do to re-activate my account,

Thanks

Re: Maintenance over the weekend

X-Files — Tue, 22 Aug 2017 01:51:12 GMT

Thanks for the update.

Re: Maintenance over the weekend

Stickyjonz — Tue, 22 Aug 2017 01:57:19 GMT

At least we now know what happened. Thanks for the info. Do you know EXACTLY what the issue was, so this won't happen again?

Re: Maintenance over the weekend

Michael77 — Tue, 22 Aug 2017 02:28:50 GMT

@Jeremy_M, thanks for the update! 🙂

Re: Maintenance over the weekend

Vickel — Tue, 22 Aug 2017 03:25:19 GMT

Maybe it's just me but whats the point in posting an announcement 2 days after?

People wanted to know on Saturday what was going on.

If you remove all lines of support except the community forums at least provide status updates

I'm sure it was very fustrating for all affected

Re: Maintenance over the weekend

zhadj030 — Tue, 22 Aug 2017 03:32:36 GMT

@Luddite better late then never was on the late announcement, not the glitch itself. Glitches happen all the time for all providers not just PM, as someone else mentioned it could have been a lot of help if it was posted on Saturday not on Monday

Re: Maintenance over the weekend

erickethier — Wed, 23 Aug 2017 19:34:14 GMT

Hello my service is not workling can you please help me

Thanks

Re: Maintenance over the weekend

mtfolks — Wed, 23 Aug 2017 19:40:34 GMT

@erickethier Always better to start a new thread for better visibility.

Sounds like you'll likely need to private message a mod so they can look into your account. Instructions on how to contact them can be found here: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452