topic Re: Select customers receiving erroneous SMS reminders in Announcements

Select customers receiving erroneous SMS reminders

Alan_K — Mon, 17 Jun 2019 22:12:42 GMT

Most Recent Update

17:30 PM ET - June 17, 2019

Today we identified a technical issue in which SMS messages related to payment reminders and renewal dates were incorrectly issued to a select group of customers. Our team is currently working to identify a solution.

If you’ve received a message that you believe is in error, please log in to Self-Serve to verify your account details. These erroneous SMS’s can be safely ignored as they do not impact your payment dates.

We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community team

Re: Select customers receiving erroneous SMS reminders

Roger3 — Mon, 17 Jun 2019 23:15:11 GMT

Thanks for your quick update.

Re: Select customers receiving erroneous SMS reminders

SomeFriend — Mon, 17 Jun 2019 23:20:51 GMT

I’m glad that Public Mobile was able to announce a issue faster this time, hopefully they can fix it as fast as they posted it this time around.

This should put some people in ease as probably a lot of people got confused when they were told their plan was due for renewal way too early!

Re: Select customers receiving erroneous SMS reminders

will13am — Mon, 17 Jun 2019 23:29:10 GMT

I don't really concern myself with errant text messages. Early plan renewal would be a deal killer, unless it was on Public Mobile's dime.

Re: Select customers receiving erroneous SMS reminders

Asima — Tue, 18 Jun 2019 02:53:46 GMT

Thanks for clearification, I was surprized to see a chain of messages.

Re: Select customers receiving erroneous SMS reminders

SD08 — Tue, 18 Jun 2019 05:58:49 GMT

@Alan_K wrote:
Most Recent Update

17:30 PM ET - June 17, 2019

Today we identified a technical issue in which SMS messages related to payment reminders and renewal dates were incorrectly issued to a select group of customers. Our team is currently working to identify a solution.

If you’ve received a message that you believe is in error, please log in to Self-Serve to verify your account details. These erroneous SMS’s can be safely ignored as they do not impact your payment dates.

We apologize for any inconvenience caused and thank you for your patience.

-Public Mobile Community team

Thanks for letting us know, Alan.

One other place where members can check their renewal date is by dialling 611 on their phones. The automated greeting will state the account balance along with the automatic payment date, which if correct, should match the dates listed on the self-serve Payment/Rewards/Plan&Add-ons pages, while being 1 day later than the due date listed at the top of the Overview page.

Re: Select customers receiving erroneous SMS reminders

dna2016 — Tue, 18 Jun 2019 15:00:20 GMT

Thanks for the heads up and reminding customers to check their My Account portal to confirm. I'm sure many would post on the forum as opposed to double checking on My Account.

Re: Select customers receiving erroneous SMS reminders

stonechucker — Tue, 18 Jun 2019 16:49:42 GMT

@dna2016 wrote:
Thanks for the heads up and reminding customers to check their My Account portal to confirm. I'm sure many would post on the forum as opposed to double checking on My Account.

I did check first, actually, I knew before I got the SMS about when my plan would renew, as I had just done it early this month. I posted to bring attention to this so that others might do the same.

Re: Select customers receiving erroneous SMS reminders

sunflowershine — Tue, 18 Jun 2019 17:56:59 GMT

Thanks for your update!

Re: Select customers receiving erroneous SMS reminders

dickwong — Tue, 18 Jun 2019 20:33:49 GMT

I'm wondering why you didn't send this msg through same way as the erroneous one - text msg. Logging in to self service website is very slow and intermittent. Causing so much unnecessary hassle.

Re: Select customers receiving erroneous SMS reminders

Ribeena — Wed, 19 Jun 2019 05:33:12 GMT

Thanks for letting us know

Re: Select customers receiving erroneous SMS reminders

Kaboomallah — Wed, 19 Jun 2019 18:15:07 GMT

I Recieved a msg today saying plan renewed. But that was supposed to be yesterday and now I can't make phone calls. I checked self serve and it says my plan is active. I should have unlimited minutes to make calls

Re: Select customers receiving erroneous SMS reminders

geopublic — Wed, 19 Jun 2019 18:18:30 GMT

@Kaboomallah wrote:
I Recieved a msg today saying plan renewed. But that was supposed to be yesterday

@Kaboomallah It is normal for the text to be delayed don't thing that is the problem.

and now I can't make phone calls. I checked self serve and it says my plan is active. I should have unlimited minutes to make calls

@Kaboomallah Is it outgoing calls only? What about texts? WHat happens when you call your number from another device?

Re: Select customers receiving erroneous SMS reminders

Kaboomallah — Wed, 19 Jun 2019 18:22:56 GMT

I can send a d receive texts

And I had a missed call so I assume I can receive calls

And I have data

Re: Select customers receiving erroneous SMS reminders

geopublic — Wed, 19 Jun 2019 18:25:15 GMT

@Kaboomallah wrote:
I can send a d receive texts
And I had a missed call so I assume I can receive calls
And I have data

@Kaboomallah I don't think it's an account issue. Sounds like a phone configuration issue. Did you make any changes to your contacts? Did you just get back from a trip? What happens if you dial the number directly?

Re: Select customers receiving erroneous SMS reminders

Anonymous — Wed, 19 Jun 2019 18:25:50 GMT

@Kaboomallah wrote:
I can send a d receive texts
And I had a missed call so I assume I can receive calls
And I have data

Two things to try:
1. Try the lost/stolen feature.
Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone.
See what happens.

2. Manually add $1 into your account and restart the phone.

Re: Select customers receiving erroneous SMS reminders

Kaboomallah — Wed, 19 Jun 2019 18:27:02 GMT

Never mind sry I was calling a company back and from my missed calls and there number had a extra 1 in front. Why I Recieved the Public mobile guy telling me to add talkbtk my plan was confusing

Re: Select customers receiving erroneous SMS reminders

geopublic — Wed, 19 Jun 2019 18:28:17 GMT

@Kaboomallah wrote:
Never mind sry I was calling a company back and from my missed calls and there number had a extra 1 in front. Why I Recieved the Public mobile guy telling me to add talkbtk my plan was confusing

@Kaboomallah Yeah that's the default when there is a problem with the number dialed.

Re: Select customers receiving erroneous SMS reminders

MoreYummy — Thu, 20 Jun 2019 21:48:28 GMT

Is it fixed now?

Self serve site is down!!

holyterra — Sat, 22 Jun 2019 10:48:46 GMT

Can someone please tell me when your self serve site will be back up and running please?? Trying to pay bill and make some changes but have been unable to for almost a week now.