topic Re: Autopay failed and self serve is down in Get Support

Autopay failed and self serve is down

dianecreative — Thu, 06 Jan 2022 07:27:03 GMT

How do I get my phone working? Self-serve at first showed a blank for the amount due, and said that the balance was adequate when i clicked pay. Now the whole self serve website is down. Phone doesn't work. No answer from tech support. (This situation is unacceptable.)

Re: Autopay failed and self serve is down

esjliv — Fri, 02 Apr 2021 21:10:10 GMT

@dianecreative wrote:
How do I get my phone working? Self-serve at first showed a blank for the amount due, and said that the balance was adequate when i clicked pay. Now the whole self serve website is down. Phone doesn't work. No answer from tech support. (This situation is unacceptable.)

@dianecreative ,

A lot Autopay failures today.

If you had an Autopay failure make a payment by calling 611 or make a payment through your Self Serve account.

EDIT: as for your Self Serve account, yes it can be slow to log into and have it's issues, try:

clear your browser's cache
try a different browser
open a tab in incognito mode
try again later...

Re: Autopay failed and self serve is down

esjliv — Fri, 02 Apr 2021 21:08:28 GMT

@dianecreative if this was an Autopay failure, I would advise the Moderators, if I were you, about this.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:08:59 GMT

neither work

Re: Autopay failed and self serve is down

dabr — Fri, 02 Apr 2021 21:12:44 GMT

@dianecreative wrote:
How do I get my phone working? Self-serve at first showed a blank for the amount due, and said that the balance was adequate when i clicked pay. Now the whole self serve website is down. Phone doesn't work. No answer from tech support. (This situation is unacceptable.)

@dianecreative Unfortunately, the autopay system is going through a serious glitch and many other customers are also experiencing similar problems as you.

Wait another hour before trying to log in again and then make sure to clear your browser cookies/cache and use incognito/privacy mode also.

You could also try using the 611 service to make a payment either with a registered CC but requires your PIN to make the payment, or with a voucher which can be purchased from retailers like Cdn. Tire/Walmart, London Drugs, SDM etc., or even gas and convenience stores.

Edit: Nmd looks like @esjliv got all points covered! 😁

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:11:23 GMT

mods are not responding

Re: Autopay failed and self serve is down

esjliv — Fri, 02 Apr 2021 21:12:13 GMT

@dianecreative wrote:
neither work

@dianecreative what happens when you call 611?

Give the Mods some time. I am sure they are busy today. When did you submit your ticket?

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:14:39 GMT

611 wont accept PIN. ticket was just created 20 minutes ago.

Re: Autopay failed and self serve is down

dabr — Fri, 02 Apr 2021 21:15:42 GMT

@dianecreative wrote:
mods are not responding

@dianecreative Response time to hear back from mods usually takes between 2-48 hours and since many other customers are also experiencing this issue, you probably won't hear back for a little while as all tickets are queued.

Re: Autopay failed and self serve is down

esjliv — Fri, 02 Apr 2021 21:16:41 GMT

@dianecreative wrote:
611 wont accept PIN. ticket was just created 20 minutes ago.

@dianecreative ,

FYI - The PIN it is asking for is your Account PIN, note this is different than your Voicemail PIN.

Are you sure you are entering your Account PIN correctly?

It probably was texted to you when you activated.

If you cannot remember it or find it you can ask the Moderators what it is or reset it with them.

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:16:44 GMT

ok, but in the meantime the phone line is down. downtime is unusual for any cellular provider.

Re: Autopay failed and self serve is down

esjliv — Fri, 02 Apr 2021 21:18:29 GMT

@dianecreative wrote:
ok, but in the meantime the phone line is down. downtime is unusual for any cellular provider.

@dianecreative I understand, and that would suck. If it is any comfort, you are not alone in that today!

Sorry, that is probably not very comforting. 😑

Re: Autopay failed and self serve is down

karatefeet — Fri, 02 Apr 2021 21:21:09 GMT

If you can get back into self service. Make manual payment for the amount outstanding. Choose Other Amount and enter the amount outstanding, don’t choose Amount due. This worked for me rather than waiting for the mods to fix it. This affected 2 of my lines and I agree it’s unacceptable.

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:22:26 GMT

self serve has now completed the payment, thanks for the responses! telus/public definitely owes us a free day of cellular service

Re: Autopay failed and self serve is down

dabr — Fri, 02 Apr 2021 21:25:25 GMT

@dianecreative wrote:
ok, but in the meantime the phone line is down. downtime is unusual for any cellular provider.

@dianecreative You could purchase a voucher and upload funds via 611. These can be purchased online at recharge.com as well as the places I mentioned earlier. Online purchase will charge a small fee for the convenience.

Edit: good to hear it's all sorted! 😊

Re: Autopay failed and self serve is down

dianecreative — Fri, 02 Apr 2021 21:26:08 GMT

working now. this experience was not convenient

Re: Autopay failed and self serve is down

Kay-Oss — Fri, 02 Apr 2021 21:29:52 GMT

@esjliv

My biggest issue is that I did not keep my account P.I.N in a special place (whoops) but I kept trying via my account on the website and by calling 611. Each time with 611 I would choose the option to pay with my preregistered credit card and it would ask for my pin, I entered many different pins that I'd used over the years with other accounts (not just phone) and none worked. Then about 20 minutes ago I gave it another try, it did not ask me for a P.I.N. just if I'd like to pay the amount owing with the pre-registered credit card. Hell ya! It told me the balance, I agreed, no pin necessary, and service is back, my account online shows me once again in good standing with all the elements that it had before this mess happened. Keep trying, and thank-you to @esjliv !!!

Re: Autopay failed and self serve is down

darlicious — Fri, 02 Apr 2021 21:52:06 GMT

@Kay-Oss

Thanks for that very informative feedback as to not having to use your pin # to make a payment using your credit card. I'm not sure if pm has lifted this requirement for suspended accounts in light of the current autopay system failure or if your many attempts at guessing your pin triggered another glitch? Calling 611 I was asked for the pin#....but I do not have a suspended account or amount "due" since I have a positive balance on my account. But I am happy you were able to pay for your plan and renew your service.

Re: Autopay failed and self serve is down

jch54 — Fri, 02 Apr 2021 22:01:32 GMT

It is unacceptable that customers set up autopayment, then have their phone and data services disconnected when the autopayments are not processed through no fault of the customers. PM needs to communicate with (and apologize to!) all of us whose phone and data services were disconnected, even though they had made advance autopay arrangements! I've had some bad service from other carriers in the past, but never had my services disconnected due to an error on the carrier's part.

Re: Autopay failed and self serve is down

jch54 — Fri, 02 Apr 2021 22:03:40 GMT

PS - if this kind of thing happens again I'll be looking for another carrier!