topic Re: Bugs/quirks in Get Support

Bugs/quirks

Luddite — Thu, 15 Sep 2022 16:15:52 GMT

UPDATED: Sept/22

Here's my current list. Do let me know of errors or additions you think are needed. If in doubt about something you would like done, always ask the CSAs: nothing ventured, nothing gained. Désolé, ce message uniquement en anglais.

BUG/QUIRK	SOLUTION: If it’s new to you click this: private messaging to see how to send a private message to the CSA team.
Tickets prioritized over private messages	To get a ticket click https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question into SIMon. Follow/invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. If SIMon fails, or is too frustrating, submit a private message directly to the CSAs by clicking this link: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/m-p/56161#M9215
Credit card not accepted	Do not include street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-system/m-p/250979/highlight/false#M18034
Some $10 and $15 plan accounts don't show the Loyalty Reward line	Perform a future dated plan change to the $25 plan. As soon as that is done, the missing loyalty reward line will appear and any loyalty reward that was missing from the account will instantly be added. After cancelling the plan change the Reward remains.
Account message: “Suspended” AND phone is working	Ignore these messages.
Phone stops working even though payment was made	Submit a ticket to the CSA team.
Data add-on being used before base plan data	Submit a ticket to the CSA team.
During online activation: invalid SIM error OR no drop-down menu to select phone number	a) If on second attempt submit a ticket to the CSA team. b) If on 1st attempt try Chrome Incognito, or Safari Private Window, mode.
What is my payment date?	Early in the morning the day noted in self-serve as "Payment Due Before".
Can’t call within my province	Add +1 to the number but if that fails send a private message to the CSA team with your phone number, account PIN, and an explanation.
Early (pre 5) iPhone won’t update APN	Early iPhone APN settings cannot be updated manually. You will need to connect to wifi, access http://www.unlockit.co.nz/mobilesettings/ with Safari, then follow the directions there.
Can’t login into my account and account reset email failed	Fixed as of Sept/18 but if unsuccessful submit a ticket to the CSA team. Be alert for their response as account resets are time sensitive.
Renew my current plan early	Add a payment so that Available Funds equal your plan cost then submit a ticket to the CSA team. This assumes you have checked that a different plan is not better for you.
Credit card error when opening several accounts	PM prevents using the same card more than twice in the same day. Wait a few days, or use a different card. You can change it later.
Moving from Koodo prepaid, or PC Mobile postpaid	Better to not use the same email address for Public Mobile. Also, you MUST select a new number at activation. Once fully active create a Community account and submit a ticket to the CSAs.
Moving from Speakout 711 and PetroCanada	Provide phone number as the account number, phone IMEI and account owner. See: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Porting-number-from-Speakout-Apply-also-to-Petro-Canada-Mobility/m-p/365194/highlight/true#M69072 and https://productioncommunity.publicmobile.ca/t5/Getting-Started/porting-from-Petro-Mobility/m-p/476259/highlight/true#M94738
Purchasing more expensive plan with Autopay	As reported by dusttodust, upgrading your plan automatically at next renewal will ofetn fail EVEN if you have autopay activatived. The safest approach is to make a manual payment so that Available Funds equal the new plan cost; but leave autopay activated for the credit/points.
MMS APN	Set APN type to “default,mms,supl,DUN” DUN needed to tether with some phones. Try "dun" as well if DUN fails.
Activating Add-ons	First make a payment so that Available Funds equal the add-on cost then go back to main account page and buy the add-on. Activation REQUIRES these two stages. See this post for better detail: How To Add Add-on
Only 1 phone line per account	Yes, only 1 SIM per account but a way to simplify things here: workaround
Error when trying to port-in	Click the "I am authorized box ..." box at the bottom first then enter the number
Renewing US Roaming add-ons	These can only be renewed the day AFTER they expire even if completely used prior to that date.
Change plan when account is suspended	click Change Plan, add funds when requested, and click Activate Immediately. https://productioncommunity.publicmobile.ca/t5/Announcements/Systems-Update-Ability-to-change-plan-while-in-suspend/m-p/282776/highlight/true#M19671
Where to buy vouchers	Voucher locations: https://www.publicmobile.ca/en/on/store-locator Vouchers on-line: recharge.com , https://www.ding.com ,
2 deactivation messages for my account, one 90 days and the other 30 days?	90 days is correct
Voicemail switched to French when I want English (or vice versa)	Call into your voice message then press 4 Wait and Press 4 again Wait and Press 5 Then select 1 for English menus
Transfer number to a different PM account	NOT ALLOWED
Plan won't reactivate even though payment made	If Available Funds at least equal the plan cost, click Change Plan and "buy" your plan with immediate activation. Logout and reboot your phone. ONLY WORKS for current plans not grandfathered ones which require messaging the CSAs.
Phone stops working even though payment was made. Account may show $0 owing.	a) Manually load $1 into your account (or a few dollars) and/or b) Turn on Lost/Stolen SIM to suspend service, logout, reactivate, reboot phone. These sometimes trigger the an account reset and have been tried by a several people who confirmed that their account re-activated. If that fails you must submit a ticket to the CSA team.
Can the email address from the deactivated account be used for a new account?	Yes; but cannot be used for an active account.
Submitted ticket notification	Look in your private messages SENT folder!
Disable voicemail	PM cannot disable voicemail completely. Here is a workaround: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Re-Disable-Voicemail/m-p/213805/highlight/true#M38756
Disappearing Posts	It's a mystery. Check here: https://productioncommunity.publicmobile.ca/t5/premod/moderationitemspage/tab/rejected Sometimes editing allows the "offending" item to be posted.
2 SIMs/numbers on 1 account	NOT ALLOWED, but occasionally a second SIM is activated with the same email address. this prevents access to the self-serve accounts. Can only be repaired by opening a Trouble Ticket.

Re: Bugs/quirks

Staliger — Wed, 20 May 2020 20:06:29 GMT

@Luddite Wow, great table! Nice work, thank you for that! Would be helpful for new people!

Re: Bugs/quirks

LovesToPM — Wed, 20 May 2020 20:36:03 GMT

@Luddite

With just one post, looks like you may have outdone SIMon the chatbot.

TYSM and Bookmarked! 😊

Re: Bugs/quirks

Anonymous — Wed, 20 May 2020 21:42:12 GMT

@Luddite

I'm not sure why you bother directing people to the rewards area to see the payment date. It's on the overview page. And the autopay box down below (if enabled).

They've also changed some things. They've finally removed that ridiculous 11:59 sentence and simply identified the top date as pay before then which implies up to 11:59pm of the day before. Works for me.

Re: Bugs/quirks

mpcdesign — Wed, 20 May 2020 21:51:55 GMT

@Luddite, if I could give you ten bravoes, I would. That was exceptionally great work on your part! I am bowing down to the great one!

Re: Bugs/quirks

Luddite — Wed, 20 May 2020 22:01:30 GMT

@Anonymous Thanks; updated payment.

Re: Bugs/quirks

mpcdesign — Wed, 20 May 2020 22:07:31 GMT

@Luddite , instead of

Transfer number to a different PM account

Send a private message to the moderator team with the account numbers and an explanation. You will lose one of the numbers. NO LONGER ALLOWED

Can you not say, This is no longer allowed versus giving an explanation. People may try to still send a private message to the moderator team because it has worked in the past. But stating:

This is no longer allowed

or

Public Mobile is not able to accept or allow any transferring of numbers to a different Public Mobile account.

Re: Bugs/quirks

Naepalm — Wed, 20 May 2020 22:31:23 GMT

@Luddite

1.When changing password in self serve an error pops up saying try again. But system has actually changed the pasword.

2. When wanting to change self serve email. If you go through SIMon it will direct you to change your email. Then in the form it directs you to it asks you to fill in new email you want. But beloq it reads this will not change your email.

Do not direct people through the BOT to change self serve email or submit a ticket because it will confuse them.

Re: Bugs/quirks

Nezgar — Wed, 20 May 2020 23:35:49 GMT

@Naepalm wrote:
2. When wanting to change self serve email. If you go through SIMon it will direct you to change your email. Then in the form it directs you to it asks you to fill in new email you want. But beloq it reads this will not change your email.

Do not direct people through the BOT to change self serve email or submit a ticket because it will confuse them.

Changing your e-mail address via self-serve also does not actually change the e-mail address that PM will send you e-mail to going forward... It's more like an account or display name. The address can only be truly updated by a mod. (I encountered this myself...)

It would be best to remove the option entirely from self-serve, and direct people to contact a mod to perform an e-mail address change to prevent half-updated accounts.

Re: Bugs/quirks

Nezgar — Wed, 20 May 2020 23:51:09 GMT

@LudditeGreat list - most useful, especially if you continue to update it. My personal suggestions:

Bug/Quirk: Can't disable calls going to voicemail

Solution:

Set all conditional call forwards to an invalid US number. Caller will instead hear fast busy or endless ringing. Dial: *004*8080000000# - Reset back to default PM voicemail with ##004#) - OR
Enable extended absence greeting, then disable the option to leave a message:

dial into your voicemail and log in with your PIN.
In the main menu, press 3 (manage greetings),
then 4 (manage extended absence greeting),
then 2 (record a new extended absence greeting) and record a message that indicates to your caller you are not accepting messages.
Then press 4 to turn on extended absence
Finally, press 5 to disallow anyone to leave you a message.

(From https://productioncommunity.publicmobile.ca/t5/Getting-Started/Re-Disable-Voicemail/m-p/213805/highlight/true#M38756 )

Bug/Quirk: Blocked or declined calls still go to voicemail, allowing the caller to leave a message.

Solution: Set the blocked and declined calls conditional call forward to a an invalid US number. (Caller will instead hear fast busy or endless ringing) dial: *67*8080000000# (Reset back to default PM voicemail with ##67#) This is especially useful for spam calls.

(From https://productioncommunity.publicmobile.ca/t5/Discussions/Fun-with-Conditional-Call-forwarding-and-reduce-SPAM-calls-while/m-p/449594#M100378 )

Re: Bugs/quirks

Luddite — Thu, 21 May 2020 00:37:46 GMT

@Naepalm RE:

#1: does the password change go through if the "enter again" message is ignored?

#2: SIMon has more quirks than I'm willing to track. Besides it has a team repairing its issues.

Re: Bugs/quirks

Naepalm — Thu, 21 May 2020 01:04:13 GMT

1. if you ignore the message the password changes. Correct.

2. LOL

Re: Bugs/quirks

Luddite — Thu, 21 May 2020 19:41:49 GMT

@Nezgar While not as much fun this looks easier: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Re-Disable-Voicemail/m-p/213805/highlight/true#M38756

Re: Bugs/quirks

Nezgar — Thu, 21 May 2020 20:57:26 GMT

@LudditeI think you missed that link was same as I provided with my option #2. But thanks for adding it. 🙂

Re: Bugs/quirks

Nezgar — Tue, 26 May 2020 09:02:35 GMT

Bug/Quirk: Community rewards not automatically applying to account
Solution: Ensure e-mail address is exactly the same for both selfserve and community accounts, *including case*. Change on selfserve email address/case by contacting moderators. Change community account email address/case on under "My Settings".

Re: Bugs/quirks

darlicious — Tue, 26 May 2020 10:58:44 GMT

@Luddite I don't know about this one......my address has a direction it and ive had no issues with if as long as i enter it as its listed by canada posts official address.

So even though I write it as: 123 west 1st street I must type it when entering my credit card info as: 123 1st ST W always using ALL CAPS in secret/incognito mode.

It's been my experience that "replace card" works better than "remove card" but I only perform any kind of action in the account with a clear browser, in secret/incognito mode in firefox.

Credit card not accepted

Do not include a # of apartment or condo, nor street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-sys...

Re: Bugs/quirks

dabr — Tue, 26 May 2020 18:17:26 GMT

@darlicious wrote:
@Luddite I don't know about this one......my address has a direction it and ive had no issues with if as long as i enter it as its listed by canada posts official address.
So even though I write it as: 123 west 1st street I must type it when entering my credit card info as: 123 1st ST W always using ALL CAPS in secret/incognito mode.
It's been my experience that "replace card" works better than "remove card" but I only perform any kind of action in the account with a clear browser, in secret/incognito mode in firefox.

Credit card not accepted
Do not include a # of apartment or condo, nor street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-sys...

@Luddite @darlicious I don't know what affect adding a direction in an address field would have when updating or changing credit card other than that I've never experienced any problems despite changing credit cards numerous times on 3 accounts, but I just wanted to add that I've tried both replacing and deleting CC on file and in both instances the change has happened without any issues. Maybe I should say so far I've never had any problems when updating CC's. 😊

Re: Bugs/quirks

wellis — Tue, 01 Jun 2021 19:54:30 GMT

This is an amazing way to organize all of the solutions to problems us new PM community members may be having. Thank you!

Re: Bugs/quirks

Anonymous — Tue, 01 Jun 2021 20:09:37 GMT

@Luddite : ...which reminds me...

Credit card not accepted - there's no apt field anymore.

Moving from Koodo/Telus prepaid, or PC Mobile postpaid - this is now just Koodo prepaid and PC Mobile postpaid ?? prepaid maybe ?? both ??

Where to buy vouchers - xoom doesn't seem to have PM vouchers even though they show PM

Disable voicemail - there's also a workaround to cause a busy signal to the caller

Re: Bugs/quirks

tamadan — Wed, 02 Jun 2021 04:46:28 GMT

You can buy pm vouchers at circle k stores.no card, you must ask retailer for it. They range from $22.00+tax up to 14 gazillion, trillion pesos maybe. Too tired to work out the tax plus conversion. Don't know where else to get them.