topic Re: Self serve account page displays incorrect dates in Get Support

Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 11:23:39 GMT

I had to do a double take and then confirm by logging into my other account. but indeed the "My Account" page has the wrong dates displayed for 30 day plan cycle. They are a day early and the last I looked the rewards account was still a day late. The transaction history is correct...thankfully but still 3 different dates is ridiculous.

It seems for every improvement pm sacrifices something else that worked. We can download our transaction history and usage but the details are sadly lacking. I have messages on dates with none and it doesn't tell me who has sent me a message it just shows my phone number. What's the point of that? I can't tell if I sent a message or recieved one ?

Note: 30 Day cycle doesn't match transaction history.

Re: Self serve account page displays incorrect dates

RossN — Thu, 14 Jul 2022 11:27:58 GMT

@darlicious honestly this place gives me a headache 🤕 🙄

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 11:29:49 GMT

@RossN

One step forward, two steps back.

Re: Self serve account page displays incorrect dates

RossN — Thu, 14 Jul 2022 11:33:18 GMT

@darlicious yes , even the credit card issue is still bad if not worse

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 11:45:31 GMT

@RossN

Lol...which part? Adding or updating it?

The usage pages are....useless? I only checked " hold number" account I cannot imagine what the usage looks like for the bf's account who sends hundreds of texts a day. I don't want to look?!!

I am not understanding the account pin reset either....I thought this was top secret iron clad security but now you can change it as easily as your password? Before even the CSA's couldn't see it. Now that I think of it where is the security question and answer? I have to go back in.....you better call someone if I dont make it out in the next hour!

Re: Self serve account page displays incorrect dates

RossN — Thu, 14 Jul 2022 11:48:57 GMT

@darlicious maybe they should just make the pin 1234 so people won't forget it 🤣

Re: Self serve account page displays incorrect dates

softech — Thu, 14 Jul 2022 11:56:37 GMT

@darlicious wrote:
Now that I think of it where is the security question and answer? I have to go back in.....you better call someone if I dont make it out in the next hour!

@darlicious No more the need of Security question. The reset password is now a lot simpler, you just need to ask PM to send you a security code via email or sms

check it

https://myaccount.publicmobile.ca/en/forgot-password

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 11:58:40 GMT

@softech

Well isnt that special....so all of my security features to ensure I keep control of an account have just gone out the window.

Re: Self serve account page displays incorrect dates

softech — Thu, 14 Jul 2022 12:02:13 GMT

@darlicious I am not sure I like the idea of Security question myself. Many people got stuck there.

Easy vs a bit safer. It is an hard call

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 12:24:11 GMT

@softech

Think about it your phone is lost or stolen. If its in the wrong hands they can easily access your account. Change the account pin#. Change the sim card if they want. Port your number out. Our accounts have become much more vulnerable. Instead of several layers of security requiring knowledge or customer support to aid in....now its all tied to 2FA.

Re: Self serve account page displays incorrect dates

softech — Thu, 14 Jul 2022 12:31:36 GMT

True, it is a bit more vulnerable. In a phone lost situation, what you said will happen if the person can unlock the phone with a device PIN so he can find out the phone number to start the reset process and receive the text , and also know the email you used to login My Account...

I would assume it is still relatively safe if someone just dropped the phone and got picked up by random person

But if it is a targeted steal, then it is a different story

Re: Self serve account page displays incorrect dates

Kristowhy — Thu, 14 Jul 2022 12:48:17 GMT

@darlicious wrote:
@softech
Well isnt that special....so all of my security features to ensure I keep control of an account have just gone out the window.

If the account email address used is protected by 2FA, then having 2FA setup on you PM account will give you much much better security than some security questions, especially if codes are sent to email. I like the new setup.

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 13:06:42 GMT

@Kristowhy

Not if someone gains access to your email or your phone....then you are extremely vulnerable. With your security tied to those two options you can easily lose control of your account because the checks and balances no longer exist. Once a fraudster gains access to your account you lose access to all of your other accounts. 2FA is a false sense of security just like a bicycle helmet meeting a semi-truck....it won't save you from your own stupidity.

Re: Self serve account page displays incorrect dates

Dunkman — Thu, 14 Jul 2022 13:14:58 GMT

The different date ranges for plan cycle was noticed on beta testing. Recommendations were made to PM staff. Hopefully, it will be corrected in the future as adjustments and improvements are made. It will be confusing for customers.

As for 2FA, there are advantages and disadvantages. If you login in with 2FA, if you do sensitive tasks like changing PIN, you will not need to do 2FA again. However, if you sign in to My account without 2FA, you will need to do 2FA for privacy sensitive tasks like changing PIN. Customers are welcome to turn 2FA off. Pubic mobile removed the security questions on purpose. No more request from customer on forgetting their security question, answers, etc. It is a balance between security and convenience.

Re: Self serve account page displays incorrect dates

Kristowhy — Thu, 14 Jul 2022 13:15:23 GMT

@darlicious wrote:
@Kristowhy
Not if someone gains access to your email or your phone....then you are extremely vulnerable. With your security tied to those two options you can easily lose control of your account because the checks and balances no longer exist. Once a fraudster gains access to your account you lose access to all of your other accounts. 2FA is a false sense of security just like a bicycle helmet meeting a semi-truck....it won't save you from your own stupidity.

If your email has 2FA enabled on it, it's very very very unlikely to get compromised. And 2FA I don't mean a code to SMS...using an authenticator app, physical token, or code to email.

The Telus 2FA should allow you to choose to turn off codes to SMS and at the very least, one should NOT be able to reset their account password via an SMS code...it should go to email.

The only issues I can see with someone having our physical device is if it was not locked, so they can actually use it, at which they can call into 611 and receive SMS. This is why SMS codes are false security...with SIM jacking etc. And especially bad if account passwords can be reset via SMS code. Sadly even our big banks think 2FA using SMS is ok. But it's way easier to implement and support than a true 2FA setup.

So let's say that a bad actor gets my phone and dials 611...now this is where the real issues are, if it's really easy to reset PINs etc.

Sadly there is no perfect system, but this is a step in the right direction.

Re: Self serve account page displays incorrect dates

softech — Fri, 15 Jul 2022 21:28:59 GMT

Yes, Authenticator app is much better but sadly, not many places using it

and problem with SMS, security is a thing, the loss of phone or lack of service (people in another country with no service) is another problem

and true, hard to get a perfect system. The Security question idea is not too bad, but see how many people forgot the answer they set it up themselves and ended up blaming PM and the system for not letting them to reset the password easily

Re: Self serve account page displays incorrect dates

darlicious — Thu, 14 Jul 2022 13:39:06 GMT

@Dunkman

It's too bad pm sacrificed security for convenience so the golden key to our accounts the account pin # is as easy to change as your phone number and only the email needs customer support assistance to be changed. One of the most exposed parts of our "identity" to the online world. This should make non 2FA verification with customer support interesting!

Re: Self serve account page displays incorrect dates

softech — Thu, 14 Jul 2022 13:53:52 GMT

@Dunkman wrote:

As for 2FA, there are advantages and disadvantages. If you login in with 2FA, if you do sensitive tasks like changing PIN, you will not need to do 2FA again. However, if you sign in to My account without 2FA, you will need to do 2FA for privacy sensitive tasks like changing PIN.

Bravos to that

I agree it is never easy to balance between security and convenience. But I think the current model is sufficient . As long as the phone is protected by PIN lock, it won't be be too damaging even if the phone was dropped or stolen

Re: Self serve account page displays incorrect dates

J_PM — Thu, 14 Jul 2022 14:21:25 GMT

@darlicious

Thank you for sharing with our Community! Our teams will investigate this issue further.

Re: Self serve account page displays incorrect dates

Nezgar — Thu, 14 Jul 2022 15:25:18 GMT

Yes I can also see that the portal claims my current cycle started on Aug 12, when it was really Aug 13...