topic Re: We’ve made some exciting updates to Self Serve in Announcements

We’ve made some exciting updates to Self Serve

Jeremy_M — Tue, 17 Nov 2015 19:02:34 GMT

Hey Community,

We’ve made some exciting updates to Self Serve, including a full make-over! We’re hoping you’ll agree that along with loving our new look and feel, you’ll also find our new Self Serve easier to navigate, making it a much better experience overall.

So log in to Self Serve https://selfserve.publicmobile.ca/, check it out and comment with your feedback. Let us know if you experience any issues so we can make the necessary adjustments.

Your Public Mobile Team!

Re: We’ve made some exciting updates to Self Serve

7789849803 — Tue, 17 Nov 2015 19:33:49 GMT

I have to say, I'm disappointed that there's still no provision to change ones email address using the new self-serve system.

Re: We’ve made some exciting updates to Self Serve

Daniel — Tue, 17 Nov 2015 19:39:38 GMT

I like the front page, and I see we are getting closer to being able to manage multiple account from the same place with the account number dropdown box.

On the down side, you really need a server upgrade! the load time is really slow! I'll play more with the new area a little later!

My Account login- not working

sanabra — Tue, 17 Nov 2015 20:03:54 GMT

My account login is not working. It shows the following error message after about 4 minutes of trying to login.

"generic error".
Oh no!
It looks like something went wrong, but don't panic.

When would the system be back?

Thanks.

Re: We’ve made some exciting updates to Self Serve

AndroidDav3 — Tue, 17 Nov 2015 20:16:04 GMT

Hi @Jeremy_M

Got the error screen below in the 'Change My Base Plan' screen when clicking on 'TRY OUT MORE OPTIONS' link.

Re: My Account login- not working

Daniel — Tue, 17 Nov 2015 20:16:36 GMT

Hi @sanabra,

I've notice that the new seflserve area is currently slow right now. This is most likelly due to a very high level of trafic on the site since they've just reopen the section.

I'm pretty positive that if yiou try in a hour or so, it should work. But if it still doesn't work, open up a ticket here : http://publicmobile.ca/en/on/get-help to advise the suppot team about your problem.

Re: We’ve made some exciting updates to Self Serve

makkahn28 — Tue, 17 Nov 2015 20:18:25 GMT

Hi. @Jeremy_M, So far, Self-Serve seems OK. Slow loadings though. BTW, validating email? How?

Re: We’ve made some exciting updates to Self Serve

Jeremy_M — Tue, 17 Nov 2015 20:38:16 GMT

@7789849803

When changing your user-name in Self Serve - It will actually change your email address as well.

@Daniel

Great to hear that! The latency issue is due to the the maintenance we completed on the back-end. This is a pain-point for our customers - but we are working hard on getting this issue resolved.

@AndroidDav3 The screen-shot you provided is due to the issue we are experiencing with Latency.

@makkahn28 Email validation from Self Serve is another small glitch we are working on....don't worry you won't lose access to your account

Thank you for the input!

Re: We’ve made some exciting updates to Self Serve

7789849803 — Tue, 17 Nov 2015 20:35:38 GMT

@Jeremy_M wrote:
@7789849803

When changing your user-name in Self Serve - It will actually change your email address as well.

Wow - that's major progress, then!

Re: We’ve made some exciting updates to Self Serve

Daniel — Tue, 17 Nov 2015 20:37:27 GMT

The latency issue is due to the the maintenance we completed on the back-end. This is a pain-point for our customers - but we are working hard on getting this issue resolved.

@Jeremy_M

This is my domain! I'm a server manager and in charge of R&D for a hosting company!!!

Re: My Account login- not working

7789849803 — Tue, 17 Nov 2015 20:38:16 GMT

Personally, I wouldn't bother sending an email unless there's some specific change you wanted to make through self-serve (or, if you wanted to check your usage, you can ask them to send you that by email).

The slow loading of self-serve is a known issue that is already being worked on, as confirmed multiple times by @Jeremy_M, so sending an email to PM Support won't make any difference (except maybe delaying responses to other people who need help with urgent service issues).

Re: My Account login- not working

srlawren — Tue, 17 Nov 2015 23:03:46 GMT

This slowness is a major pain, and this is the second day of it. I hope it gets cleared up quickly so we can all enjoy the updated self-service interface.

Re: My Account login- not working

7789849803 — Tue, 17 Nov 2015 23:24:13 GMT

Since you asked for feedback, it looks like the porting form in self-serve is still not working. See this post for more info:

http://productioncommunity.publicmobile.ca/t5/Announcements/Maintenance-scheduled-we-ll-be-back-soon/m-p/35210/highlight/true#M1469

Re: We’ve made some exciting updates to Self Serve

srlawren — Tue, 17 Nov 2015 23:38:28 GMT

Hi @Jeremy_M,

One thing I've noticed, is on the main landing page (the home page), it is displaying the amount of data I've used from my 6GB plan amount, but the label says "Amount Remaining", which in this case is incorrect:

i was trying to get a screen shot of my Add-on usage to confirm that the amount in the green box is how much I've used vs. how much I have remaining, but the page is just spinning and spinning again due to the performance problem, so you'll just have to take my word on it for now!

Thanks,
Scott

EDIT: the same applies to the 200 long distance minutes add-on below--I've used zero and have 200 remaining, not the other way around. Thanks!

Re: We’ve made some exciting updates to Self Serve

TroyDaBes — Wed, 18 Nov 2015 00:17:31 GMT

Opening the self serve is still so slow. It really take its time to open

Re: We’ve made some exciting updates to Self Serve

Jeremy_M — Wed, 18 Nov 2015 00:54:10 GMT

@srlawren

Great catch! I will bring this forward.

Thank you!

Re: We’ve made some exciting updates to Self Serve

NDesai — Wed, 18 Nov 2015 01:13:25 GMT

Indeed it takes really long time to load every page.

Re: We’ve made some exciting updates to Self Serve

abreo27 — Wed, 18 Nov 2015 01:47:37 GMT

Have been trying to pay using self serve by hours now... is there any other way to pay for services?

Re: We’ve made some exciting updates to Self Serve

NDesai — Wed, 18 Nov 2015 01:55:53 GMT

Tried changing plan since i want to change it before renewal.

After selecting what i want (new plan), i clicked "Change on next renewal date" and nothing happens.

Re: We’ve made some exciting updates to Self Serve

NDesai — Wed, 18 Nov 2015 01:58:07 GMT

@abreo27 wrote:
Have been trying to pay using self serve by hours now... is there any other way to pay for services?

Autopay is the way to go. You save $2 per 30 days.