topic Re: [Scheduled] Interactive Voice Response Outage - Aug 6 in Announcements

[UPDATE] Scheduled Interactive Voice Response Outage - Aug 6

J_PM — Thu, 05 Aug 2021 15:52:34 GMT

[Update]

The scheduled IVR outage will now be moved to August 6 from 12:00am - 6:00am (ET). During this time, customers will not be able to access IVR.

Note: Customers can access IVR today between 12:00am - 6:00am (ET).

Thank you,

- Public Mobile Team

----------------

Hey Community,

There will be a scheduled IVR outage on August 5 from 12:00am - 6:00am (ET). During this time, customers will be unable to access IVR.

Note: If you call *611 during this time period, the call will be dropped. In the meantime, customers can still perform transactions on My Account.

In addition to the Community, the following parts will NOT be impacted by this outage:

Self Serve (My Account)
Chatbot SIMon
Community Account

We appreciate your understanding.

Thank you,

- The Public Mobile Team

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

LurganIeUk — Tue, 03 Aug 2021 17:00:48 GMT

For those customers that don't use the Community.....should this not be texted to every one?

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

Meow — Tue, 03 Aug 2021 17:17:21 GMT

@LurganIeUk wrote:
For those customers that don't use the Community.....should this not be texted to every one?

Maybe posted on My Account log-in page, too?

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

LurganIeUk — Tue, 03 Aug 2021 17:59:17 GMT

@Meow wrote:
@LurganIeUk wrote:
For those customers that don't use the Community.....should this not be texted to every one?
Maybe posted on My Account log-in page, too?

I am more thinking about those that never use My Account or the Community. I imagine there are quite a few.

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

pm-smayer97 — Wed, 04 Aug 2021 12:08:10 GMT

@J_PM

will this address adding more flexible top-up options rather than simply $20 increments?

Will this allow unsuspending an account by simply renewing the account? It currently gives misleading info claiming you can but when you try it simply tops up the account but does not unsuspend the account.

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

LurganIeUk — Wed, 04 Aug 2021 14:03:07 GMT

@pm-smayer97 wrote:
@J_PM
will this address adding more flexible top-up options rather than simply $20 increments?

@pm-smayer97

Where does this come from? Telus or PM. I have topped up any amount I want.

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

pm-smayer97 — Wed, 04 Aug 2021 14:06:36 GMT

@LurganIeUk this is about a change to the IVR not self-serve.... it limits top-ups to $20 increments.

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

LurganIeUk — Wed, 04 Aug 2021 14:07:46 GMT

Ah ok...that sucks....I hope you get a positive response....

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

softech — Wed, 04 Aug 2021 14:12:59 GMT

@LurganIeUk wrote:
I am more thinking about those that never use My Account or the Community. I imagine there are quite a few.

I hope it will give us a recording saying "It is temporary offline" instead of busy signal.

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

J_PM — Thu, 05 Aug 2021 15:44:42 GMT

Intercative Voice Response Outage will be moved to Aug 6.

To confirm, you can use IVR today from 12:00am - 6:00am, and will not be able to access it tomorrow between 12:00am - 6:00am.

Thank you,

Jade

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

Staliger — Thu, 05 Aug 2021 15:54:09 GMT

@J_PM Thanks for heads up!😉

Re: [Scheduled] Interactive Voice Response Outage - Aug 6

Anonymous — Thu, 05 Aug 2021 16:05:13 GMT

@Staliger :....after the fact. 🙂

Interactive Voice Response Outage will be moved to Aug 6.

The update for today has been delayed until tomorrow between 12:00am - 6:00am.

Thank you,

Jade

@softech : I was meaning that it was mentioned that the IVR had kept working...after the time that it was supposed to be back. I updated my subject line. 🙂

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

softech — Thu, 05 Aug 2021 16:01:46 GMT

@Anonymous .. not it is not after the fact.. they moved it to tmr.

Jade should update the subject..

Re: [Scheduled] Interactive Voice Response Outage - Aug 6

softech — Thu, 05 Aug 2021 16:15:56 GMT

haha.. they announced it "after the fact".. likely they tried to to it.. encounter issue and they reschedule to tomorrow..

or someone supposed to do .. didn't do it.. ppl find out this morning..

LoL

Re: [Scheduled] Interactive Voice Response Outage - Aug 6

darlicious — Thu, 05 Aug 2021 20:02:54 GMT

@J_PM

Thanks for the heads up. I suppose that unscheduled maintenance on the self serve that also shuts down 611(IVR) at the same time is still a risk we can run into? Having no access to one's account for 4 hours or more is a lesson customer's facing account deactivation do not want to learn the hard way.

Re: [Scheduled] Interactive Voice Response Outage - Aug 6

hTideGnow — Thu, 05 Aug 2021 21:21:14 GMT

Thanks for moving it , I actually need it last night and I was using it. (I know they were not moving the date because of me)

Re: [UPDATE] Scheduled Interactive Voice Response Outage - Aug 6

computergeek541 — Fri, 06 Aug 2021 05:50:25 GMT

I'm not sure what happened as this outage wasn't supposed to affect self serve, but at the moment, the self serve website is down for maintenance.

Re: [UPDATE] Scheduled Interactive Voice Response Outage - Aug 6

darlicious — Fri, 06 Aug 2021 05:53:43 GMT

@computergeek541

I have encountered both the self serve account and 611 down at the same time for up to 6 hours.

Re: [UPDATE] Scheduled Interactive Voice Response Outage - Aug 6

Dtack — Fri, 06 Aug 2021 12:33:35 GMT

@J_PM thanks for the heads up!