topic Re: Update [Resolved] *611 in Announcements

Update [Resolved] *611

J_PM — Mon, 03 Apr 2023 14:10:06 GMT

Update: the open issue impacting *611 has been resolved. Thank you all for sharing your experiences to help support this fix!

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Hey Community,

We continue to see a number of you having trouble using *611. Our teams have identified the issue and are working quickly to resolve. We will continue to share updates on this thread as they become available. Thank you.

Confirmed Updates:

The issue is impacting customers with expired plans trying to make payment using *611.
If you need to make a payment, you can log into My Account as an alternative, until the *611 issue is resolved.

March 30 update: Our teams are working on the fix during off hours to ensure we're not making interruptions. Appreciate your patience, please continue using troubleshoot tips above. Thank you.

- Public Mobile Team

Re: [Ongoing Issue] *611

dabr — Thu, 23 Mar 2023 19:44:17 GMT

Good to have an official announcement about this latest issue.

Re: [Ongoing Issue] *611

XionBunny — Thu, 23 Mar 2023 20:34:00 GMT

I've had that 611 issue occur for me since day one I ever had service here so like 2 years, it's always taken more then one call to get the IVR system to pick up properly, usually calling right away right after it would work as expected, other times it would be two or more attempts.

edit: I'm factoring when I was first here including porting out and back in the time frame.

Final edit: Thank you for quickly putting up an officiall service announcement, I hope to see these continue into the future, it's very helpful 🙂

Re: [Ongoing Issue] *611

maximum_gato — Thu, 23 Mar 2023 21:31:25 GMT

Thanks for the update. Although there are customers mentioning they cannot get thru to the 611/IVR system via 1 855 4PUBLIC as well. This is an issue for those trying to add vouchers or make payments who have not set up their self serve accounts.

Note:

Personally I have no issues accessing the 611/IVR system by either method. No VoLTE on any of my devices though as calling 611 has been my test method.

Re: [Ongoing Issue] *611

richterscail — Thu, 23 Mar 2023 23:24:46 GMT

non of that worked so i waisted my time and money with public mobile

Re: [Ongoing Issue] *611

hTideGnow — Thu, 23 Mar 2023 23:27:10 GMT

Hi @richterscail does it work if you call 1-855-4PUBLIC?

and submit ticket with PM CS agent I'd that does not solve it

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: [Ongoing Issue] *611

maximum_gato — Sat, 25 Mar 2023 05:34:18 GMT

Has this issue been fixed? If not why is it no longer pinned to the landing page? 🤔

Re: [Ongoing Issue] *611

wetcoaster — Sun, 26 Mar 2023 16:31:07 GMT

@J_PM

Title says "ongoing issue" as of Sunday March 26 10:00 PDT, and we have had multiple inquiries about it this weekend...

Keeping this pinned on the main page until it's actually solved would really help!

Re: [Ongoing Issue] *611

XionBunny — Mon, 27 Mar 2023 00:16:24 GMT

I agree, this issue hasn't been fixed as of yet, there are multiple inquiries on the matter, it still happens to me even when I've attempted to call as a test.

Re: [Ongoing Issue] *611

Patchio — Mon, 27 Mar 2023 21:10:32 GMT

@J_PM

Since users are still having issues connecting to *611 today (Monday, March 27th, 2023), would it be possible for PM to send out a text message warning users about the ongoing issue and listing the alternative ways that they can add top-up vouchers (or make a payment) to their account in the meantime?

I realize not everyone will find the text message useful, but for users that pay for their service exclusively using payment vouchers, the message would be helpful because they may not have setup My Account previously, and being unable to access *611 would leave them without service for a period of time unless they somehow find their way on to the Community Forum and ask for help.

Re: [Ongoing Issue] *611

maximum_gato — Mon, 27 Mar 2023 23:38:23 GMT

@Patchio

Good point. If a customer has never set up their self serve account (the reason may be they do not have access to a computer, the internet or computer literacy?) and cannot add funds via the 611/IVR system their only option to pay and reactivate would be RTP (real time payments) or instant top ups. They are available at Esso/Mobil stations and Canadian Tire gas bars for a $1 fee. I believe some SDM, McEwan's and Loblaws banner stores may offer them back east.....but confirmation would have to be made by some intrepid community members from that side of the country willing to go on a fact finding mission.

Re: [Ongoing Issue] *611

miyazada — Tue, 28 Mar 2023 13:40:15 GMT

Nothing is working- I do not have service, please help

Re: [Ongoing Issue] *611

maximum_gato — Tue, 28 Mar 2023 22:05:16 GMT

@miyazada

If you have no services at all can you log into your account and see if you are suspended? Do you know your renewal date? You may need to just make a manual top up payment to reactivate your services.

Or do you just have an issue with your voice calling? Do text and mobile data work? Or can you just not call 611?

Re: Update [Ongoing Issue] *611

treefrog — Wed, 29 Mar 2023 23:07:01 GMT

@J_PM

I'm glad this is working for me as I often use 611 when I'm working in the field. It seems to me there should be greater urgency in getting this issue fixed.

Re: Update [Ongoing Issue] *611

maximum_gato — Thu, 30 Mar 2023 01:30:43 GMT

Good to see this important service message announcement thread pinned again to the landing page.

Re: Update [Ongoing Issue] *611

J_PM — Thu, 30 Mar 2023 01:49:28 GMT

@treefrog agreed. We have multiple teams on this one. We'll confirm once the fix is complete.

Re: [Ongoing Issue] *611

J_PM — Thu, 30 Mar 2023 01:51:37 GMT

@Patchio Thank you for the suggestion. We'll take this one away with.

Re: Update [Ongoing Issue] *611

M_casford — Thu, 30 Mar 2023 02:18:45 GMT

Do we know when this will be resolved? I can't get into my account online and would like to pay my bill

Re: Update [Ongoing Issue] *611

dust2dust — Thu, 30 Mar 2023 04:11:15 GMT

@M_casford - Have you tried the 1-855-4pu-blic number from another phone? You could also use real time payments in some stores.

Why can't you get in to your account?

Re: Update [Ongoing Issue] *611

M_casford — Thu, 30 Mar 2023 11:21:53 GMT

I didn't know about the other number! I can't get into my account because for some reason even though I've changed my password and have written record of it numerous times it always says it's wrong. Then, when I go to forgot password and try to change it, I get the verification code and enter my new password and it gives me an error screen.