topic Re: Appalling support at Public Mobile in Get Support

Lost access to my community account

jamiepm1 — Wed, 24 May 2023 13:38:41 GMT

This EverSafe thing is a huge mess.

My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

Re: Lost access to my community account

softech — Wed, 24 May 2023 13:41:10 GMT

@jamiepm1 look like NO. it is a Single Sign on for My Account and Community, which is a good move to avoid problems and avoid fake accounts

So, your current @jamiepm1 is not linked to your My Account?

2FA via text message is insecure

jamiepm1 — Wed, 24 May 2023 13:41:51 GMT

Why is there no option for other 2FA methods? Sending codes via SMS has been well understood to be a security risk for years.

Literally the first article on Google:
https://securityboulevard.com/2021/12/why-using-sms-authentication-for-2fa-is-not-secure/

Re: Lost access to my community account

jamiepm1 — Wed, 24 May 2023 13:43:34 GMT

Well "jamiepm1" IS linked to my account but my actual original community account "jamiepm" is inaccessible.

Re: 2FA via text message is insecure

computergeek541 — Wed, 24 May 2023 13:45:00 GMT

I've given this feedback to Public Mobile in my capacity as an Oracle. I'm concerned how a customer will be able to get support if the 2FA code isn't accessible. Logging into Community now requires that code.

Re: Lost access to my community account

softech — Wed, 24 May 2023 13:45:25 GMT

@jamiepm1 can you rename this Community account's nickname to jamiepm?

https://productioncommunity.publicmobile.ca/t5/user/myprofilepage/tab/personal-profile

Re: 2FA via text message is insecure

esjliv — Wed, 24 May 2023 13:45:29 GMT

@jamiepm1 - sending codes via SMS has continued for years as well, including financial institutions. Email is always a nice option to have as well though.

Re: Lost access to my community account

jamiepm1 — Wed, 24 May 2023 13:47:00 GMT

Nope, I tried to use that when I signed up and it said it already existed...

Re: 2FA via text message is insecure

jamiepm1 — Wed, 24 May 2023 13:51:58 GMT

@esjliv

I use 2FA on everything I don't have a single service that uses SMS now. Aside from a few that use their own apps everything uses an authenticator app like 1Password or Google Authenticator. Though SMS might still be an option for those too.

Re: Lost access to my community account

jamiepm1 — Wed, 24 May 2023 14:50:51 GMT

Looks like it's not just me getting caught up in this mess:
https://productioncommunity.publicmobile.ca/t5/Announcements/A-Different-Mobile-Experience-is-Here/m-p/984035/highlight/true#M60335
https://productioncommunity.publicmobile.ca/t5/Get-Support/Help/td-p/983979

And this is just the first few hours!

@J_PM I contacted support and they cheerfully told me they cannot help. So what now?

Re: Lost access to my community account

hycm53 — Wed, 24 May 2023 14:52:40 GMT

@jamiepm1 wrote:
This EverSafe thing is a huge mess.
My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

There are 2 ways to login community account:

Before do that you may need change password for your self service account.

1. login your self service account, then click community iron on top;

2. login your community account by using same email and password for your self service account.

Re: Lost access to my community account

jamiepm1 — Wed, 24 May 2023 14:54:13 GMT

@hycm53 no that's not in any way helpful or really relevant to the conversation.

Re: 2FA via text message is insecure

hycm53 — Wed, 24 May 2023 15:01:24 GMT

@computergeek541 wrote:
I've given this feedback to Public Mobile in my capacity as an Oracle. I'm concerned how a customer will be able to get support if the 2FA code isn't accessible. Logging into Community now requires that code.

It should have email option to send 2FA code, and have some apps like "Authy" to generate code to login because PM has a app now.

Re: 2FA via text message is insecure

computergeek541 — Wed, 24 May 2023 15:04:06 GMT

@hycm53

There is an e-mail option for the 2FA code but it doesn't show that in all cases.

Re: Lost access to my community account

hycm53 — Wed, 24 May 2023 15:09:59 GMT

@jamiepm1 wrote:
This EverSafe thing is a huge mess.
My Community account used the same email address as my main account, I setup an EverSafe account but when going to community it just made a new account... So now I have no way to access it because you can't login with a username anymore?

I use same email address as my self service account too, but I don't have issue to use community.

Try clear caches, cookies and then use laptop or desktop by using private mode to login?

Appalling support at Public Mobile

jamiepm1 — Wed, 24 May 2023 15:13:38 GMT

My other account is 100% inaccessible via the new system because it doesn't like my email address (it uses an unusual domain).

I can't login to the community, I can't reset my password I can't do anything.

I've contacted support and the response is:
"We can't do anything at our end"

Full stop. No suggestions. Nothing.
Embarrassingly bad service for issues that are all of Public Mobile's making. Didn't even receive an apology!

@J_PM any comments?

Re: 2FA via text message is insecure

kb_mv — Wed, 24 May 2023 15:14:49 GMT

@computergeek541 wrote:
@hycm53
There is an e-mail option for the 2FA code but it doesn't show that in all cases.

@computergeek541 I had always selected email for 2FA but as of this morning I am not seeing that option anymore.

Re: Lost access to my community account

jamiepm1 — Wed, 24 May 2023 15:14:54 GMT

That's still not the problem @hycm53

Re: Appalling support at Public Mobile

Handy1 — Wed, 24 May 2023 15:15:58 GMT

@jamiepm1 I had to change my password to get access and 2FA for every action I didn. But it now seems to be working as it should … maybe try again incognito clear web browser and try again

Re: Appalling support at Public Mobile

jamiepm1 — Wed, 24 May 2023 15:18:26 GMT

It's nothing to do with that. My email address is not accepted as an address.