topic Re: Self Serve - CAN'T LOGIN, Generic error :-( in Get Support

Self Serve - CAN'T LOGIN, Generic error :-( [Solved, verified Nov21]

wanderingcat — Tue, 04 Jan 2022 17:47:10 GMT

Hey all, I registered today and activated my sim card, and have verified that voice, data, and text is working on my account. However, I'm unable to log into self serve. Kept getting "Generic Error Oh no! It looks like something went wrong, but don’t panic."

I have an account with Telus, but I used another email for PM (as suggested in the forum).

My next Telus billing period is in a week and I'd rather not pay for another month of that service to retain my old number.

I have sent an email to PM, hopefully the issue can be resolved in 48 hours, and my Telus number can be transferred to PM.

While waiting for the issue to be resolved, any suggestion from the community? Thanks! 🙂

----------------------Update Nov 9 ---------------------------------------------

I emailed the PM early morning today (Nov 9, ~4am) through the "Contact us" link with all the details required -- i think that is supposed to the support ticket?

I didn't get a confirmation / reference ID or ticket # after the request / email was submitted, though.

----------------------Update Nov 21 ---------------------------------------------

I just got a chance to try the self-serve login, it worked !!!

THANK YOU SO MUCH EVERYONE!!!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

NDesai — Mon, 09 Nov 2015 09:04:37 GMT

They should get back to you as soon as they can. Pretty sure they will resolve this for you.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 09:07:04 GMT

Thank you so much dhanadhan!

I feel much better now after seeing your post! this is a great community! :-)

Re: Self Serve - CAN'T LOGIN, Generic error :-(

Rockdaddy22 — Mon, 09 Nov 2015 12:45:53 GMT

Not much else you can do but wait, this self serve problem is a known issue that's affecting a lot of new sign ups. I assume you need to port your number? You should hear back within 48 hours, if not come back and let us know.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 12:49:03 GMT

Thank u so much rocky daddy!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

Daniel — Mon, 09 Nov 2015 14:17:20 GMT

Hi @wanderingcat

I'm happy that your service is currently running properly.

For your selfserve area, this is a well known bug that should get permanantly resolve by next friday for everybody. Therefore it's possible that your response might take longuer from the support team.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

makkahn28 — Mon, 09 Nov 2015 16:29:24 GMT

Hi. I am sure that your issues will be resolved with efficiency, Effectively, and precisely.

PM may have their fair share of bugs and glitches, but I am sure that they will, Pull the plug on their reign of mayhem

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 17:30:02 GMT

Thank you Daniel! great the service is working! Just have to port in the current number before next billing cycle!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 17:31:10 GMT

Thanks Makkahn28!!! :-)

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 17:32:20 GMT

"by next friday" = by Nov 13? I hope is not by 20?

Re: Self Serve - CAN'T LOGIN, Generic error :-(

Daniel — Mon, 09 Nov 2015 18:30:23 GMT

Hi @wanderingcat,

Should be by the 13th!

For your number porting, open a support ticket with all the require information (PIN CODE, IMEI number, etc.) so they can initiate the transfer even if you don't have access to your selfserve area!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

makkahn28 — Mon, 09 Nov 2015 18:37:09 GMT

Though I was one of the lucky to have their portings done without the hassles, I feel for you, and believe that PM should atone for what occurred and ensure that this and similar portings will eventually be a ling of the past.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 19:27:29 GMT

Yes! I emailed the PM through the "Contact us" link with all the details required -- i think that is the support ticket you mentioned?

I didn't get a confirmation / reference ID or ticket # after the request / email was submitted, though.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 19:28:46 GMT

Lucky you LOL

Re: Self Serve - CAN'T LOGIN, Generic error :-(

Daniel — Mon, 09 Nov 2015 19:32:00 GMT

@wanderingcat wrote:

I didn't get a confirmation / reference ID or ticket # after the request / email was submitted, though.

That's normal; they don’t assign ticket number when you reach to them. If you don't get a response within 48 hours (this coming Wednesday) let us know in this thread so we can alert the community managers.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Mon, 09 Nov 2015 22:50:43 GMT

Awesome! Thank you Daniel!!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Wed, 11 Nov 2015 02:30:50 GMT

Number ported in 1pm today! Received txt msg:

From Public Mobile: Your transfer request has been completed successfully. Welcome to Public Mobile and thank you for joining us!.

Great job PM!

The issue with logging has been assigned a tick number, and should be resolved b 72 hours, as per email.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

Rockdaddy22 — Wed, 11 Nov 2015 12:57:34 GMT

I'm glad the port got done, fingers crossed that this self serve bug gets squashed by the 13th. There's a lot of people who can't sign into their self serve.

Re: Self Serve - CAN'T LOGIN, Generic error :-(

wanderingcat — Wed, 11 Nov 2015 13:58:18 GMT

Thanks!

Re: Self Serve - CAN'T LOGIN, Generic error :-(

leejoohy — Thu, 19 Nov 2015 18:08:56 GMT

I'm currently getting the CAN'T LOGIN, Generic error.

I know there was a server maintenance until 9am EST this morning. But that should be over by now. Is anyeone else having trouble getting onto self-serve?