topic Re: [ISSUE RESOLVED] Website Outage - Not for me in Announcements

[ISSUE RESOLVED] Website Outage

Catherine_T — Wed, 21 Oct 2020 15:29:32 GMT

UPDATE: Issue has been resolved! Thank you so much for your patience.

---

Hi Community,

As of early this morning, some parts of the Public Mobile website are down. Our technical teams are aware and a fix is underway.

Please be aware of the following impacts:

Some pages on publicmobile.ca are down, including Plans & Get Started pages
- If you are looking to purchase a SIM card, please do so directly here: https://store.publicmobile.ca/cart

Ticketing via our chatbot is temporarily not working
- If you require assistance with your account, please contact our Moderator team directly via Private Message in the Community by sending a message to @CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Note: In addition to the Community, the following parts of our site are NOT impacted:

Self Serve (My Account)
Activation
Chatbot SIMon

We will update this thread with more information as it becomes available. Apologies for the inconvenience and thank you for your patience.

- The Public Mobile Team

Re: [OPEN ISSUE] Website Outage

Anonymous — Wed, 21 Oct 2020 14:24:15 GMT

Thanks for the communication @Catherine_T . It's rather helpful to all your dedicated technical support crew here to know what's going on and/or changes and updates rather than in the dark and noticing oh that's different. Gee they coulda announced that.

So this is good to hear you announcing things. Keep it up.

Re: [OPEN ISSUE] Website Outage

Triguy — Wed, 21 Oct 2020 14:28:26 GMT

Thanks for the update. Hopefully the technical issues can be resolved quickly.

Re: [OPEN ISSUE] Website Outage

SD08 — Wed, 21 Oct 2020 14:57:18 GMT

Thanks for letting us know, Catherine. Hopefully, PM can flush out the bugs soon. 🕷

Re: [OPEN ISSUE] Website Outage

vinnie — Wed, 21 Oct 2020 15:03:09 GMT

Hi what about autopay... My service was stopped today as my payment date is Oct 21st. I tried making phone calls but said service stopped.

Re: [OPEN ISSUE] Website Outage

will13am — Wed, 21 Oct 2020 15:20:11 GMT

@vinnie wrote:
Hi what about autopay... My service was stopped today as my payment date is Oct 21st. I tried making phone calls but said service stopped.

There is no impact to the self serve. You should still be able to access your account and troubleshoot the auto pay issue and attempt a manual restoration.

Re: [OPEN ISSUE] Website Outage

vinnie — Wed, 21 Oct 2020 15:24:18 GMT

If I make another payment are they still going to take it out again as it was due today.

Re: [OPEN ISSUE] Website Outage

JoyLuck — Wed, 21 Oct 2020 15:27:09 GMT

@vinnie wrote:
If I make another payment are they still going to take it out again as it was due today.

No, they will not. Renewals are done very early on the day of the renewal. You had an autopay failure.

FYI for future renewals:
Autopay sometimes fail. To prevent you from losing service, the recommendation from the PM forum is to make a payment a few days before your renewal date to cover the cost of the plan. The renewal will take the money out of your Available Funds and you can leave your credit card on file for the autopay reward.

Re: [OPEN ISSUE] Website Outage

Helpershelper — Wed, 21 Oct 2020 21:29:16 GMT

@vinnie

The only amount debited from your account is your plan’s amount minus your rewards.

Re: [OPEN ISSUE] Website Outage

RosieR — Wed, 21 Oct 2020 22:17:12 GMT

Thank you for the update. 🌹

Re: [ISSUE RESOLVED] Website Outage

esjliv — Wed, 21 Oct 2020 22:20:06 GMT

I know something was up since last night.

Hope it is all for the better! 🙂

No question mark in the bubble any longer....we have a "Question Mark-Jacker"!

Re: [ISSUE RESOLVED] Website Outage

computergeek541 — Thu, 22 Oct 2020 00:24:30 GMT

@esjliv wrote:
I know something was up since last night.

Hope it is all for the better! 🙂

No question mark in the bubble any longer....we have a "Question Mark-Jacker"!

The person in the chat doesn't have eyes or a nose either. Did someone steal them along with SIMon's question mark? The missing question could be on purpose. The symbol does still resemble chatting/talking.

Re: [ISSUE RESOLVED] Website Outage

darlicious — Thu, 22 Oct 2020 12:24:01 GMT

@esjliv

I noticed the missing question mark and the lack of notifications yesterday when i popped in but i just figured it was my tablet doing weird things.....so only thing my tablet was responsible for yesterday was turning itself off two or three times an hour all day long........

Re: [ISSUE RESOLVED] Website Outage

dac13 — Thu, 22 Oct 2020 17:40:23 GMT

Thanks for keeping us in the loop and taking the necessary actions.

Re: [ISSUE RESOLVED] Website Outage - Not for me

mlindsay2 — Thu, 22 Oct 2020 22:45:39 GMT

I am still unable to access the network therefore have no cell phone or text Peterborough Ontario

Re: [ISSUE RESOLVED] Website Outage - Not for me

esjliv — Thu, 22 Oct 2020 22:51:23 GMT

@mlindsay2 wrote:
I am still unable to access the network therefore have no cell phone or text Peterborough Ontario

Hello @mlindsay2 ,

Please repost / "Ask a question" here:

https://productioncommunity.publicmobile.ca/t5/Using-Your-Service/bd-p/Discussions

And your Community will be able to attend to just YOUR issue.

Thanks

Re: [ISSUE RESOLVED] Website Outage - Not for me

Pawprints1986 — Fri, 23 Oct 2020 02:57:09 GMT

I ended up having an opposite issue with too many notifications! I was getting emails for things I had already turned off like quote notifications

Also I would have never really thought about the lack of question mark in the help bubble 😂