topic Re: [OPEN ISSUE] Systems Outage - Update in Announcements

[RESOLVED] Systems Outage - Update: Clear Cookies/Cache

J_PM — Sat, 05 Nov 2022 14:31:27 GMT

New Update:

We are pleased to report the Systems Outage issue has been resolved. We thank you for your patience and support as we worked to get our site page up and running.

Please Note: After multiple tests we can confirm the platform is stable. If you are still having issues, this may be due to caching and cookie blocks. Please try the following:

1. Restart your browser

2. Clear Cache/Cookies

3. Login into My Account

Thank you for your understanding,

- Public Mobile Team

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

Hi Community,

We heard your feedback and understand some customers are still experiencing issues. Our technical teams continue to work on resolving the problems.

Thank you for continuing to share your experiences in our Community. We will continue to update this thread as more information becomes available.

Please be aware of the following impacts:

Some pages are down on publicmobile.ca. This includes:

My Account & Rewards
Account changes via SIMon

Existing Customers: limited account management including, check account usage and balance, make payments with a registered card, manage pre-authorized payments, and paying with a voucher via IVR by dialing 611 on your phone.

Apologies for the inconvenience and thank you for your patience.

- The Public Mobile Team

Re: [OPEN ISSUE] Website Outage

mixim10 — Thu, 03 Nov 2022 15:41:12 GMT

Thanks for the update.

Re: [OPEN ISSUE] Website Outage

LeePublic — Thu, 03 Nov 2022 15:56:16 GMT

Thanks, I thought it was my PC.

Re: [OPEN ISSUE] Website Outage

kaytus — Thu, 03 Nov 2022 16:06:52 GMT

Thank OP for the updated

Re: [OPEN ISSUE] Website Outage

hTideGnow — Thu, 03 Nov 2022 16:07:50 GMT

Thanks @J_PM

and it is affecting activation, too? Better fix it quick then

Re: [OPEN ISSUE] Website Outage

planchangeplz — Thu, 03 Nov 2022 16:21:13 GMT

Thanks for updating, I was wondering why I couldn't get into my account and rewards at all, much less transfer my old phone number over!

Re: [OPEN ISSUE] Website Outage

ElaCanada — Thu, 03 Nov 2022 16:30:15 GMT

Thanks .. I thought it was only me 😁

Re: [OPEN ISSUE] Website Outage

Lookingforadeal — Thu, 03 Nov 2022 16:32:13 GMT

Thank you... I tried 3 phones, a laptop and 3 browsers... relieve to know it is a real problem bein worked on.

Re: [OPEN ISSUE] Website Outage

daniel027 — Thu, 03 Nov 2022 17:50:57 GMT

Thank you, has been an issue for me just logging in trying to renew my US roaming via wifi on iPad and iPhone, trying 4 different browsers. Fortunately I was able to get to the community and open a ticket there, so my roaming was renewed by a helpful agent. Best of success resolving the problem.

Re: [OPEN ISSUE] Website Outage

mpol123 — Thu, 03 Nov 2022 19:10:29 GMT

Is there a number I can call to speak to a live person?

I do not know my pin number.

I need to reactivate my account ASAP!!!!!

Re: [OPEN ISSUE] Website Outage

daniel027 — Thu, 03 Nov 2022 19:24:07 GMT

Hi, that I don’t know. I’ve been a PM user for a few years and this is the first time I’ve needed support. I had my PIN recorded in my password manager. Sorry I can’t help you.

Re: [OPEN ISSUE] Website Outage

dabr — Thu, 03 Nov 2022 19:30:14 GMT

@mpol123 If you need to make a payment urgently, then the only option is to purchase a voucher from places like SDM, London Drugs, 7/11 or Shell and load it by dialing 611 on your phone and no PIN is required. There's also recharge.com who charge a fee for emailing the voucher PIN.

Re: [OPEN ISSUE] Systems Outage - Update

Gene2u — Thu, 03 Nov 2022 19:41:36 GMT

Yep, totally thought it was just me since I just upgraded from the $25 plan to a $40 promo and the site happened to go down on my renewal day

Re: [OPEN ISSUE] Systems Outage - Update

darlicious — Thu, 03 Nov 2022 19:41:44 GMT

@mpol123

Here's a list of tried and true retailers to purchase vouchers from along with other alternative forms of payment that you may find helpful.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Re: [OPEN ISSUE] Systems Outage - Update

katrinamaxwell — Thu, 03 Nov 2022 19:46:41 GMT

Calling 611 is not allowing a top up with a registered credit card. My husband's account was not automatically topped up today. He has tried multiple times and has been without his phone all day today

Re: [OPEN ISSUE] Systems Outage - Update

kwintestal — Thu, 03 Nov 2022 19:51:29 GMT

@J_PM I just called the IVR. Cannot change from $35 account to $15 account. Please advise - my service was disconnected at NOON today, even though my service plan was through to November 3. Crazy that you cut off mid-day, not at 11:59pm. Rips me off by half a day of service. I've been trying to add money since 10:30am and sites down, but of course you cut me off at NOON anyway.

Re: [OPEN ISSUE] Systems Outage - Update

jlauhn504 — Thu, 03 Nov 2022 19:55:11 GMT

Hi. I have automatic payment turned on, my renewal is just today; but my service has been disabled. Please reactivate my service.

Thank you

Re: [OPEN ISSUE] Systems Outage - Update

softech — Thu, 03 Nov 2022 19:57:44 GMT

@jlauhn504 you have no service now? If you call *611, does it say account suspended?

If you know your 4 digits pin, you can pay manuallly using *611. But if not, then you will either have to wait till My Account is back or buy voucher and load manually

Re: [OPEN ISSUE] Systems Outage - Update

J_PM — Thu, 03 Nov 2022 19:58:14 GMT

@kwintestal apologies for the inconvenience, please contact our CSA team directly via Private Message by sending a message to @CS_Agent.

- Thank you

Re: [OPEN ISSUE] Website Outage

J_PM — Thu, 03 Nov 2022 19:59:19 GMT

@mpol123 apologies for the inconvenience, please contact our CSA team directly via Private Message by sending a message to @CS_Agent.y

- Thank you