topic Re: Can't access Plan and Add-Ons page on Self-Serve in Get Support

Can't access Plan and Add-Ons page on Self-Serve

teemothunder420 — Wed, 05 Jan 2022 10:26:48 GMT

Don't know if this is affecting everyone or just me, but I'm having issues accessing the Plan and Add-Ons page on Self-Serve for the last couple weeks, which means I can't view or make changes to my plan. After I click on the tab I get the generic "It looks like something went wrong, but don’t panic." error message page.

Generally I've been happy with Public Mobile for a the last few years, but I need to vent my frustration here. As a cellular service provider that has no direct customer support and relies solely on online portals, please make sure that these online portals are actually reliable and user-friendly. Invest some money and hire some competent software developers for once and fix those site-related issues that I have constantly been experiencing in the last few years as a loyal customer. In my opinion, the Self-Serve site is outdated and is in desperate need of a redesign.

EDIT: Another frustating issue with the Self-Serve site is that it is perhaps one of the slowest-loading site I've ever used. Frequently having to wait 10+ seconds to login and perfom any actions is just unacceptable in 2019. This performance issue has been around since I first joined Public Mobile and it hasn't improved a bit since then.

Re: Can't access Plan and Add-Ons page on Self-Serve

Alex888 — Tue, 18 Jun 2019 22:05:49 GMT

@teemothunder420 Try clearing your browser cache or using Chrome in incognito mode.

Re: Can't access Plan and Add-Ons page on Self-Serve

RossN — Tue, 18 Jun 2019 22:09:24 GMT

hi do as above reboot computor after clearing your cache

Re: Can't access Plan and Add-Ons page on Self-Serve

teemothunder420 — Tue, 18 Jun 2019 22:10:25 GMT

Just tried cleaing cookie, ingocnito mode, and switching to a different browser - none of those solutions worked and still getting the same error page.

Re: Can't access Plan and Add-Ons page on Self-Serve

Jesscross — Tue, 18 Jun 2019 22:11:38 GMT

Hey there , let me try and help you out
1) That is normal, either try again later, use different browser or use incongnito mode, that will most of the time fix it
2) Very normal as well, it shows that to everyone, so dont worry about it
3) Extremely normal, PM has a very NOT friendly interface regarding payement, technically it is showing you the normal cost for the plan under normal circumstances but makes it so that the discounts make your amount to pay is 70 $ (does not include the rewards which will be deducted ) , so again dont worry about it.

If you have autopay "on" then it will do the job alone and there should be no issues. Just ignore the message that shows that the account is supended during the pay night , as long as service is running you are fine, if anything stops then contact a mod.
Everything you described so far looks like you are just like all of us and doesnt look like any work around happened, ...just confusing.
You can try working around the generic error by clicking on My rewards on the main page, or even on the "Purchase Add-on" it should take you to the plan and add-on tab. So as far as you mentionned, you seem fine and there are no issues, go ahead and buy your add-on when you want.

Re: Can't access Plan and Add-Ons page on Self-Serve

RossN — Tue, 18 Jun 2019 22:14:57 GMT

do you have a dirrerent device to sign in on ?

Re: Can't access Plan and Add-Ons page on Self-Serve

mojorising — Tue, 18 Jun 2019 22:16:20 GMT

@teemothunder420 wrote:
Just tried cleaing cookie, ingocnito mode, and switching to a different browser - none of those solutions worked and still getting the same error page.

If you tried all that then alert a Moderator at the link below and they can make changes for you until the problem is solved or goes away.

https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

Re: Can't access Plan and Add-Ons page on Self-Serve

dabr — Tue, 18 Jun 2019 22:37:33 GMT

@teemothunder420 wrote:
Don't know if this is affecting everyone or just me, but I'm having issues accessing the Plan and Add-Ons page on Self-Serve for the last couple weeks, which means I can't view or make changes to my plan. After I click on the tab I get the generic "It looks like something went wrong, but don’t panic." error message page.

Generally I've been happy with Public Mobile for a the last few years, but I need to vent my frustration here. As a cellular service provider that has no direct customer support and relies solely on online portals, please make sure that these online portals are actually reliable and user-friendly. Invest some money and hire some competent software developers for once and fix those site-related issues that I have constantly been experiencing in the last few years as a loyal customer. In my opinion, the Self-Serve site is outdated and is in a desparte need of a redesign.

EDIT: Another frustating issue with the Self-Serve site is that it is perhaps one of the slowest-loading site I've ever used. Frequently having to wait 10+ seconds to login and perfom any actions is just unacceptable in 2019. This performance issue has been around since I first joined Public Mobile and it hasn't improved a bit since then.

Yes PM's self-serve page could definitely use a refresh. Have your tried dialling 611?

Re: Can't access Plan and Add-Ons page on Self-Serve

GinYVR — Tue, 18 Jun 2019 22:34:08 GMT

@teemothunder420I find accessing selfserve during early morning hours works the best. The server is it is what it is.. I always think it is Telus' pressure point hoping people would upgrade to Koodo.

Re: Can't access Plan and Add-Ons page on Self-Serve

stonechucker — Tue, 18 Jun 2019 23:09:04 GMT

You can do a lot within the IVR on 611. Make sure you know your PIN, and have a credit card on file, or use vouchers to pay.