topic Re: Account not working in Get Support

Account not working

k-factor — Mon, 30 May 2022 19:11:59 GMT

I can sign into my account but cannot view my "plan Details".

It is most likely due to issues trying to port a land line number.

Can you please help. Thanks.

Kelsey

Re: Account not working

BKNS27 — Mon, 30 May 2022 19:14:17 GMT

@k-factor

Landlines will take a few days to complete the porting.

Try clearing your cache & cookies and go incognito on your browser before login to your account.

Re: Account not working

dabr — Mon, 30 May 2022 19:17:56 GMT

@k-factor PM's website can be glitchy and some pages sometimes go missing for a short while but are available after a hour or so, so you can retry again later if clearing the cache/cookies/browser mentioned earlier doesn't help.

Re: Account not working

k-factor — Mon, 30 May 2022 20:03:33 GMT

I attempted this, but it seems not to be working. it is like the site is jammed.

Re: Account not working

computergeek541 — Mon, 30 May 2022 20:07:43 GMT

@k-factor wrote:
I can sign into my account but cannot view my "plan Details".

It is most likely due to issues trying to port a land line number.

Can you please help. Thanks.

Kelsey

Number porting is unrelated to plan details not showing on the Self Serve website The issue with no plan being shown is long time website issue and occurs randomly.

Re: Account not working

k-factor — Mon, 30 May 2022 20:07:55 GMT

no luck. It keeps saying

Oh no!
It looks like something went wrong, but don’t panic.

Log out and then log back in again to continue. Or return to the Login Page"

Re: Account not working

benfatto — Mon, 30 May 2022 20:09:31 GMT

@k-factor These two things are not related unless your account has not yet fully activated. Has your credit card been charged? Did you activate with a temporary number or try to transfer while activating?

Re: Account not working

dabr — Mon, 30 May 2022 20:14:32 GMT

@k-factor It definitely seems like the website error that occurs every now and again, so you just need to be a little patient and keep retrying every hour or so. However, it's always a good idea to clear your browser cache/cookies beforehand too.

Re: Account not working

k-factor — Mon, 30 May 2022 20:28:33 GMT

yes, my card has been billed. I tried to directly port the number, and it seems that I may have been wiser to get a temp number first. I have ported numbers before and didn't expect this much trouble. I started this process on the 27th, so its seems to be just not working.

Re: Account not working

k-factor — Mon, 30 May 2022 20:29:35 GMT

I began this process on the 27th, so I think there is a bigger problem than just waiting.

Re: Account not working

dabr — Mon, 30 May 2022 20:33:52 GMT

@k-factor Then you need customer support to take a look at your account. Submit a ticket via chatbot here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket, send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account not working

k-factor — Mon, 30 May 2022 20:45:27 GMT

tried already, I have no idea how to get it to generate one

Re: Account not working

dabr — Mon, 30 May 2022 20:47:35 GMT

@k-factor Try sending a private message instead using the second link.

Re: Account not working

k-factor — Mon, 30 May 2022 21:00:00 GMT

Thankyou. I will. I just spoke with Telus, and I have full clearance to port the number, they say they are waiting on Public Mobile to send the request. Lets hope it works this time.

Re: Account not working

k-factor — Mon, 30 May 2022 21:09:04 GMT

Hey Dabr, the number came over and the phone is working now. My account is still jammed, but it should start working at some point. I will keep trying. Thanks a bunch for your help! can I give you points or something somehow?

Re: Account not working

dabr — Mon, 30 May 2022 23:40:34 GMT

@k-factor Good to hear you have your number transferred and it's working for you. Have you been able to access your account yet?