topic Re: Scheduled System Maintenance| May 23-24 in Announcements

Scheduled System Maintenance| May 23-24

J_PM — Fri, 19 May 2023 17:01:32 GMT

Hey Community,

We wanted to give everyone a heads up that Activation Portal, My Account, Rewards, Community and parts of the website will not be available during the following maintenance window:

Maintenance window: May 23 10:00PM ET – May 24 07:00AM ET

Auto Top-up customers will not be impacted by scheduled maintenance.

IVR will be available - if you have a registered credit card, you can also make a payment through our automated phone service by dialing *611.

During this time, you will be unable to:

Activate your SIM card. If you try to activate your SIM card during the maintenance period, you will receive an error message. We recommended returning after the maintenance window.
Submit a ticket to the Customer Support Team through SIMon or Community.

Once splash pages are down, please return to activate or access My Account once maintenance is complete.

Thank you for your patience!

Public Mobile Team

Re: Scheduled System Maintenance| May 23-24

LitlLdy — Fri, 19 May 2023 14:29:30 GMT

@J_PM , thank you, I really appreciate that you’re informing us ahead of time.

Re: Scheduled System Maintenance| May 23-24

pm-smayer97 — Fri, 19 May 2023 14:55:55 GMT

What is ATU?

Re: Scheduled System Maintenance| May 23-24

hTideGnow — Fri, 19 May 2023 15:29:05 GMT

thanks @J_PM for the head up

Hi @pm-smayer97 i wonder if ATU is Amalgamated Transit Union

Re: Scheduled System Maintenance| May 23-24

esjliv — Fri, 19 May 2023 15:33:38 GMT

@pm-smayer97 wrote:
What is ATU?

I was going to ask the same thing @pm-smayer97

Re: Scheduled System Maintenance| May 23-24

J_PM — Fri, 19 May 2023 17:01:55 GMT

Auto Top Up

Re: Scheduled System Maintenance| May 23-24

Patchio — Fri, 19 May 2023 17:14:58 GMT

@pm-smayer97 and @esjliv

Based on this previous post, the ATU acronym seems to stand for "Automatic Top-Ups", so customers with Auto-pay turned ON should NOT be impacted by the scheduled maintenance.

Edit to add: I didn't see that a response had been posted before I posted my own reply to the ATU acronym. I'm not trying to repeat what has already been stated and thread crap. I simply type too slowly and take too long before I finally hit the Post button.

Re: Scheduled System Maintenance| May 23-24

LitlLdy — Fri, 19 May 2023 17:54:05 GMT

@J_PM wrote:
Auto Top Up

ohhh, thank you! I got all kinds of confusing info when I googled it! 🤣

Edit: You changed the wording 😊 🤗

Re: Scheduled System Maintenance| May 23-24

XionBunny — Fri, 19 May 2023 23:40:37 GMT

thanks for the heads up on the maintenance window, the communication on issues has been much better as of late we all appreciate this.

Re: Scheduled System Maintenance| May 23-24

pm-smayer97 — Sat, 20 May 2023 06:12:57 GMT

@XionBunny wrote:
thanks for the heads up on the maintenance window, the communication on issues has been much better as of late we all appreciate this.

Not really. Last week Self-Serve was down 3 mornings in a row from about 12 am to 6 am, without any notice. And I have noticed many more unannounced maintenance (6-8 times) over the past couple of months.

Re: Scheduled System Maintenance| May 23-24

XionBunny — Sun, 21 May 2023 04:25:31 GMT

They have automatic nightly maintenance after midnight in that time frame, no one expects them to announce that every time, what matters is they do announce the ones that are out of the normal time frame, which this one is and is also not related to their normal nightly schedule.

To clarify: I only spoke from personal experience and the experience of others in this community as of lately that seemed to be the case, I have no insight into the inner workings of this company nor do I ever claim to, period, everyone's experience differs.

Re: Scheduled System Maintenance| May 23-24

pm-smayer97 — Sat, 20 May 2023 19:14:46 GMT

@XionBunny wrote:
They have automatic nightly maintenance after midnight in that time frame, no one expects them to announce that every time, what matters is they do announce the ones that are out of the normal time frame, which this one is and is also not related to their normal nightly schedule.

That is completely inaccurate. I do not like when people make up stuff. They do not have nightly maintenance, at least none that interferes with access to Self-Serve. And yes, they should announce late night maintenance and some people are up doing their business late at night, like myself.

I know, because I go into Self-Serve frequently, and mostly at night. In the past, I have also spoken with PM techs and they have informed me of their system schedules.

Re: Scheduled System Maintenance| May 23-24

pm-smayer97 — Tue, 23 May 2023 08:18:47 GMT

@XionBunny wrote:
...

To clarify: I only spoke from personal experience and the experience of others in this community as of lately that seemed to be the case, I have no insight into the inner workings of this company nor do I ever claim to, period, everyone's experience differs.

My knowledge is not just based on experience but on direct factual information obtained directly from PM.

Re: Scheduled System Maintenance| May 23-24

LitlLdy — Tue, 23 May 2023 20:01:12 GMT

@pm-smayer97 wrote:

@pm-smayer97 , yes my experience also along with many other Customers on here who have created posts about not being able to sign on to their “My Account” (that says down for maintenance or similar) to make payments or anything else there in that time frame! This is not every night so no way of knowing when it will happen! It would be nice if it at least stated on the “My Account “ sign in page that it is down for maintenance before trying to sign in!

Re: Scheduled System Maintenance| May 23-24

softech — Wed, 24 May 2023 01:59:13 GMT

9:58 EST and My Account is down already. Let's hope we wake up tomorrow with more good plans and good features!!!

Re: Scheduled System Maintenance| May 23-24

XionBunny — Wed, 24 May 2023 02:06:35 GMT

Here's hoping!🥂

Re: Scheduled System Maintenance| May 23-24

LitlLdy — Wed, 24 May 2023 10:18:07 GMT

@J_PM, I love the new colours & design! I have a strange E symbol & other symbols when typing & reading though!

The app works!

I see 5G plans added with the 4G plans & 90 plans but the 3G plans are gone?

1 sign-in for everything now!

Re: Scheduled System Maintenance| May 23-24

J_PM — Wed, 24 May 2023 10:21:30 GMT

@LitlLdy We'll have a feedback post going shortly. Please share screenshots and any other strange behaviour you experience.

Re: Scheduled System Maintenance| May 23-24

LitlLdy — Wed, 24 May 2023 10:23:59 GMT

@J_PM , I will share it to your new post! This is very frustrating!

Re: Scheduled System Maintenance| May 23-24

Nazy — Thu, 10 Aug 2023 14:33:41 GMT

Thank you for letting us now, also will be a goof way to get a SMS or email on phone about these stuff