topic Re: We want to hear from you: technical concerns, glitches, or bugs in Announcements

We want to hear from you: technical concerns, glitches, or bugs

A_CX_PM — Mon, 21 Aug 2023 00:33:16 GMT

Update: Thread Closed

We appreciate all your valuable feedback, in helping us identify crucial updates for our portals. The team is committed to addressing remaining issues. We ask you to contribute future feedback under our Get Support board to ensure posts are seen and responded to by our support members. Thank you!

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Hello Community Members,

As you embrace the new way to experience mobility with Public Mobile, we want to know how your experience is, and if there are any issues you’ve encountered along the way. While we aim high, we know there’s room to grow. With your valuable feedback, we’ll keep innovating to deliver an even better experience.

Use this thread to share any technical concerns, glitches, or bugs you've come across. Your valuable feedback will help our team identify and resolve issues effectively.

Note: We will do our best to provide answers and updates to your questions. The team is working hard to share your feedback with our product teams to help resolve on-going issues. For support-related inquiries, please connect with our Oracles and Community experts for assistance.

We'll be posting workarounds, updates and troubleshooting tips along the way.

Thank you,
Public Mobile Team

Re: We want to hear from you: technical concerns, glitches, or bugs

toppy — Wed, 24 May 2023 21:39:20 GMT

@A_CX_PM The mobile app and the site are slow in response. sometimes it goes to blank pages. I tested it in the mobile app and site, too.

Re: We want to hear from you: technical concerns, glitches, or bugs

hycm53 — Wed, 24 May 2023 21:42:10 GMT

There used be 2 options (email or text) for send 2FA code when login, but now only one option to choose is text. It's OK when I am in Canada, but if I were in Europe for instance, I couldn't get text for 2FA code until PM has Europe add on .

Re: We want to hear from you: technical concerns, glitches, or bugs

gbranscombe1963 — Wed, 24 May 2023 21:46:42 GMT

The website and app are brutally slow. Like 5 minutes to load a page slow. I want to change plans and I can't it so slow

Re: We want to hear from you: technical concerns, glitches, or bugs

Anonymous — Wed, 24 May 2023 21:54:29 GMT

@A_CX_PM Some of us have not been able to access our community account today. I've been told the issue has been escalated higher up the chain.

Here's my thread and responses from other customers with the same issue: https://productioncommunity.publicmobile.ca/t5/Get-Support/Community-sign-in/td-p/984393

Re: We want to hear from you: technical concerns, glitches, or bugs

XionBunny — Wed, 24 May 2023 21:54:40 GMT

The wording on a lot of things concerning plans is very confusing and not at all clear to the customer, there is a lot of conflicting information concerning add-on expiry, unlimited data, and the display of lower priced plans on the main site.

Re: We want to hear from you: technical concerns, glitches, or bugs

umnikke8 — Wed, 24 May 2023 22:00:24 GMT

@hycm53 you can get email and voice code options if you click on resend

Re: We want to hear from you: technical concerns, glitches, or bugs

PBForMe1 — Wed, 24 May 2023 22:05:10 GMT

The biggest problem is not allowing email verification on accounts which have not transfered to EverSafe ID yet, meaning they are completely locked out if they cant access the phone cause its lost or they're overseas and even CS can't seem to help.

Not only that, you depreciated the old forum accounts so now if you can't log into the new portal you can't even post for help? Who thought this was a good idea?

Re: We want to hear from you: technical concerns, glitches, or bugs

PBForMe1 — Wed, 24 May 2023 22:20:18 GMT

@umnikke8 wrote:
@hycm53 you can get email and voice code options if you click on resend

This only works if you've already transferred over to EverSafe ID, if you haven't there is no EMAIL option no matter how many times you click resend.

Re: We want to hear from you: technical concerns, glitches, or bugs

wetcoaster — Wed, 24 May 2023 22:20:20 GMT

@umnikke8 wrote:
@hycm53 you can get email and voice code options if you click on resend

only SMS and voice call here.

I help manage a couple accounts where I don't have access to the phone (and definitely not in that 2 minute timeframe, but I can log into the according e-mail account... There is no way for me to help these people anymore. Frustrating!

Re: We want to hear from you: technical concerns, glitches, or bugs

softech — Wed, 24 May 2023 22:27:56 GMT

@A_CX_PM

On MY Account, the data usage is not showing. Just saying NaN

Re: We want to hear from you: technical concerns, glitches, or bugs

jordany — Wed, 24 May 2023 22:34:34 GMT

I was successful logging in to the app once, but every time I attempt to access my profile and rewards, this error message appears.

Re: We want to hear from you: technical concerns, glitches, or bugs

A_CX_PM — Wed, 24 May 2023 22:37:28 GMT

We’re working on a fix. Once you access the accounts, you can update the OTP options including adding alternate # for SMS.

Re: We want to hear from you: technical concerns, glitches, or bugs

dust2dust — Wed, 24 May 2023 22:41:09 GMT

That was a terrible experience.

I'm out of country. I will not be able to set up 2 accounts. A third account is still in country and they sent me the verification codes.

The trusted device doesn't seem to stick but at least it gives me the option after resend. But it should give the options up front rather than texting anyway. I seem to recall that the email option isn't there until after setting up.

The trusted device doesn't work for the account but does seem to for the community.

I'd like to see the envelope back on a mobile browser along with the notification. I'm not sure I'm getting private message email notifications either.

Very disappointed in 30 day data add-ons.

That's what I've come across so far.

Re: We want to hear from you: technical concerns, glitches, or bugs

fujiyama — Wed, 24 May 2023 23:05:10 GMT

Some issues I've noticed after briefly checking things out, some have been pointed out by other posters already:

1. First log-in using EverSafe does not have the option to send code to email. Please fix this. I do see text/email/voice options on second login attempt though.

2. Currently, an SMS code is auto sent-out immediately after logging in. Please give us the option to control this. When managing family accounts, I prefer the old system where we first select the method (text/email/voice), before actually getting a code. No surprise SMS to confuse the paranoid or less techy family members actually using the accounts.

3. Once logged in, changing your name within “Manage EverSafe ID” does not work. New name does not get saved.

4. Also after logging in, going to the Community page asks me to create a new nickname... I just closed the page. Luckily I'm still logged in with this account (fujiyama) on the phone I'm posting this from, but how do I get back in if I get kicked out?

Re: We want to hear from you: technical concerns, glitches, or bugs

PBForMe1 — Wed, 24 May 2023 23:37:26 GMT

@A_CX_PM wrote:
We’re working on a fix. Once you access the accounts, you can update the OTP options including adding alternate # for SMS.

Can you say for certain this will be fixed because I've just spent the last hour going back and forth with support if this will be fixed then I won't bother them anymore.

It's frustrating that now we're being locked out of the accounts and you're not letting us use the alternate verification options we already confirmed!

Re: We want to hear from you: technical concerns, glitches, or bugs

Fz3 — Wed, 24 May 2023 23:09:45 GMT

Unable to log into my account. After sign in, it just goes back to the PM homepage and I'm still not logged in. I've tried on multiple browsers and cleared cookies and all that. I'm trying to cancel my subscription that was supposed to renew today. I was unable to cancel it in time, so now I'm going to have to dispute the charge with my credit card company.

Re: We want to hear from you: technical concerns, glitches, or bugs

XionBunny — Wed, 24 May 2023 23:18:33 GMT

Just know when you do that, if you ever want to use a credit card here again you won't be able to, the system will black list you for charge backs until your in good standing with them again, best to resolve your issue through proper channels first before resorting to that.

Re: We want to hear from you: technical concerns, glitches, or bugs

LitlLdy — Thu, 25 May 2023 13:18:59 GMT

Personally, I’d like the option of using an authenticator app if I have to use anything but maybe that is not secure enough? I hate not being able to disable it anymore!

I also hate that I can not add funds to my account without adding the payment card to the account as well as not being allowed to remove it myself! After all it is my payment card, & my money on it! So, I am stuck purchasing vouchers instead!

I am very disappointed in Public Mobile for no longer having roll over data when we purchase data add-ons which now expires 30 days after purchasing!

Every time I select toggle "Trust this device" for future logins“ it never saves it! It makes me enter a 2FA code at every login!

I’m hating this place more & more!

Re: We want to hear from you: technical concerns, glitches, or bugs

jordany — Wed, 24 May 2023 23:52:28 GMT

It is so slow in response so that I can't even create a support ticket to address my community profile issue.

Pretty frustrating.