topic Re: Eversafe is Terrible in Get Support

Eversafe is Terrible

ABDad — Sun, 04 Jun 2023 16:03:21 GMT

I am astonished how buggy and problematic the new Eversafe 2-factor authentication and secure sign-in process has been. For me, it's been a miserable week of absolute hell simply trying to log in to my account simply to update my payment information to ensure my account doesn't lapse.

First, there was no prior indication from PM that a new login process was even in place - which in my case invalidated my previous password and required that I set up a new one. Then, numerous times when I would try to set up a new password the hopeless PM "Powered by Eversafe" page would accept the new password, then return to the same page with a red banner indicating I was locked out of my account, and forcing me to return in 3 hours, only to repeat the same hopeless process loop again and again for the past 6 days. Meanwhile, my credit card expired, which terminated my service. By this point, it would have been helpful to be able to contact a moderator to get things straightened out - but of course, you can't contact a moderator without being able to log into your account.

And that chat "help" doesn't work, because it isn't staffed by humans - and instead suggests you log into the support page and generate a service ticket - which is impossible because you can't actually log into your account...

The whole thing is so absolutely 3rd world and Kafkaesque that it's difficult to believe PM is a serious Canadian company. It's awful - and the hopeless support system seriously needs to be improved with access to real service agents by phone or chat in order to respond to account issues in an effective manner.

Re: Eversafe is Terrible

Handy1 — Sun, 04 Jun 2023 16:04:44 GMT

@ABDad

Message support directly

while your already here and logged in the community

you can send a private message To CS_Agents by clicking >>>>>>>>here.

Re: Eversafe is Terrible

softech — Sun, 04 Jun 2023 16:04:57 GMT

@ABDad

best to put your comment in a message to CS agent and ask them to pass on. And message them for your password issue if it still not resolved

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Eversafe is Terrible

hairbag1 — Sun, 04 Jun 2023 16:25:27 GMT

@ABDad

we don't disagree with you. Send your sentiments to CSA for their consideration as well..

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Eversafe is Terrible

yack — Sun, 04 Jun 2023 23:31:18 GMT

agreed, i am struggling with my 3 accounts, nuts

Re: Eversafe is Terrible

Junecat — Mon, 05 Jun 2023 02:46:29 GMT

I'm in the same sort of situation and I honthink I'm going to have change providers

Re: Eversafe is Terrible

Pawprints1986 — Tue, 06 Jun 2023 04:23:56 GMT

You're right there needs to be a work around for people, customers unable to log in for whatever reason to still be able to contact for support. Real time chat support (not a bot) is available now for companies like amazon or even skip the dishes. It would be nice if that were an option if the bot can't help you, but like you said you also can't login to send an agent a private message

Was this possibility overlooked somehow by staff? Or telus and koodo it's no issue since you can call in? Which is kinda weird imo, telus is koodo is PM, but ours is the only one that doesn't take calls

Before, often if people couldn't get into my account for any reason, they could still log into community from their account to seek help, but with it all being one now, that's not a thing any longer

Re: Eversafe is Terrible

yack — Tue, 06 Jun 2023 12:54:05 GMT

we are still here the only reason we have some rewards to save money, but what a pain.

Re: Eversafe is Terrible

JamesA991 — Tue, 06 Jun 2023 21:47:25 GMT

I totally agree! a horrible new process...did they even try to QA it before they rolled it out!

I just had an argument with chatbot trying to process my payment which it won't accept because it thinks the dollar value is a question!

also, the new community forced me to create a new profile wiping out my original community profile losing all my past questions, emails, rewards and KB!

Re: Eversafe is Terrible

Pawprints1986 — Wed, 07 Jun 2023 10:43:28 GMT

@JamesA991 "I just had an argument with chatbot trying to process my payment which it won't accept because it thinks the dollar value is a question!"

I had the same thing happen - I had typed in $25 with the $ and it couldn't understand, but once I typed just "25" without the symbols and without quotes it was accepted! Kind of silly to not understand it with the dollar sign imo but, I did get it working 🙂

Re: Eversafe is Terrible

softech — Wed, 07 Jun 2023 11:24:18 GMT

@Pawprints1986 I guess you are happy that PM responded to your complaint and bring back the Chatbot payment.

And now, there is no restriction to how much you can load? you no longer have to load the amount same or more than your full plan amount??

Re: Eversafe is Terrible

esjliv — Wed, 21 Jun 2023 15:42:18 GMT

Agree with your post @ABDad .

It amazes me how sometimes Public Mobile 'just puts things out there' and expects things to work all hunky dory.

But man, this self service/management model of a telecom company is more like a 'figure it out for yourself, and if it doesn't work then we will make it hard for you to contact us' company.

Did Public do proper testing? not likely.

Did Public send out texts or messages to our existing customers explaining such a big change? No. Although, I wouldn't mind not receiving notification about this part if updates were actually more user friendly and worked more smoothly.

Re: Eversafe is Terrible

Capl — Mon, 26 Jun 2023 18:50:00 GMT

Totally agreed! Eversafe is frustrating and my service is now lapsed as a result of the complicated process. Efforts to contact a real customer service agent proved worthless. I guess it's time to research a new service provider. Also, no prior notice before implementing new ideas shows a blatant disrespect for customers.

Re: Eversafe is Terrible

softech — Mon, 26 Jun 2023 18:53:09 GMT

@Capl are you not able to login My Account now ? is your service working?

what is the issue stopping you from accessing My Account? were you unable to recevie 2FA on your phone? give us some details and we can help

Re: Eversafe is Terrible

dust2dust — Mon, 26 Jun 2023 18:56:16 GMT

@Capl- Totally agreed. But there are other ways to pay. Buy vouchers in lots of stores or online and dial 611 to enter them. Use real time payments in some stores. Then your account will restart and then you can use the sms options to connect to your account in the new account system.

Re: Eversafe is Terrible

hTideGnow — Mon, 26 Jun 2023 19:01:51 GMT

HI @Capl I think EverSafe is not that bad. All my friends and family got it setup no problem. Maybe your My Account login didn't match the Community before?

What exact trouble you have with EverSafe?

Re: Eversafe is Terrible

TinaS — Wed, 28 Jun 2023 16:13:03 GMT

Hi, so this is my scenario and I'm first time with PM and I have to say that I'm frustrated already.

I'm using the mobile app and while I'm following the process to port in my phone number it asks me to confirm my full access with a 6 digit code that they say they are sending to my phone, but yet I don't receive any 6 digit code. I have tried the "resend code" option several times but nothing is coming in. How do I manage to continue with my activation if I can't get past this page?

Someone please help. Thanks.

Re: Eversafe is Terrible

softech — Wed, 28 Jun 2023 16:14:22 GMT

@TinaS did you just pass the point about Payment? have you got to the point to choose Porting number or pick a new number?

Re: Eversafe is Terrible

Handy1 — Wed, 28 Jun 2023 16:15:05 GMT

@TinaS Make sure the PM app is up to date . Thou it’s new it’s already had updates . Check that and try again

Re: Eversafe is Terrible

TinaS — Wed, 28 Jun 2023 16:15:32 GMT

Public Mobile is owned by TELUS and I honestly don't know why they wouldn't offer a support telephone number for help. I am not impressed!