topic Re: Not able to access My Account and need to in order to change plan to Black Friday offer in Get Support

Not able to access My Account and need to in order to change plan to Black Friday offer

glassfrosted — Sun, 26 Nov 2023 20:07:44 GMT

Hi there,

I have been a loyal client of Public Mobile since October 2016, with your grandfathered plan in which I pay (before credits and rewards) $120/90days for 12 GBs of data at 4G speed, unlimited provincial calling, international text messages, etc.

Since your website and branding update, I have not been able to access My Account. When I log in using My Account's email, I am seen as a new client on the website, where I need to activate a new plan. I cannot do anything else but that when I log into the website. I also cannot sign up for a new plan from that page because my SIM card is already taken with my current plan and is seen as "Invalid" when I tried. I just want to change my plan right now to the Black Friday $34 per month for 40 GB deal on 5G, with my loyalty and prepaid points that I have accumulated applied to as well.

Please help me login to My Account as if I am an existing client already. If I am not able to access my account before the end of Cyber Monday, I will be switching over my service to a different wireless provider to access a similar deal before these promotions are over.

Many thanks,

Michellle

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

Chalupa_Batman — Sun, 26 Nov 2023 20:15:54 GMT

Hi @glassfrosted

It's probably been some time since you logged into your account. Back in March of this year, Public Mobile changed over to a new 2FA system. You will have to sign up a new account to be able to access things.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

Hollister — Sun, 26 Nov 2023 20:15:59 GMT

@glassfrosted

you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

Monday to Sunday: 9 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

Chalupa_Batman — Sun, 26 Nov 2023 20:18:35 GMT

It seems most everyone who responds to help you get our messages deleted by the system. Geeesh.

It's been a while since you logged in. Back in March of this year, they changed over to a new 2FA system. You'll need to sign up for a new account. Once you've done that, you should be good to go.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

glassfrosted — Sun, 26 Nov 2023 20:26:23 GMT

Hi I have signed up already and have the Eversafe 2FA set up. But I cannot bypass this page:

I am being identified as a preactivated user. Even though I have been a client since 2016. When I click "Go to Login Page", I just get logged out.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

statusquo — Sun, 26 Nov 2023 21:27:47 GMT

Hello @glassfrosted That message means you need to link your community account to your phone account and this happened to me and many others as well after Public introduced this eversafe system. You will need to contact customer support reps to link both accounts if you had to create a new community username recently or if you want to retrieve your old community profile name and link both accounts.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

DanielD43 — Sun, 26 Nov 2023 21:59:11 GMT

It's not your fault. MyAccount is inaccessible because Public Mobile website is glitchy. It does not send verification codes to our registered emails/phone numbers. Customer Service agents are clueless, useless, and incompetent in fixing anything. I recommend you request cancellation. Staying with Public Mobile is not worth it.

Re: Not able to access My Account and need to in order to change plan to Black Friday offer

RM6 — Mon, 27 Nov 2023 23:07:17 GMT

There is a button that says change your subscription.

Re: Public Mobile Data extremely slow - cell tower maintenance?

ThatAsianGuy — Sun, 20 Oct 2024 00:33:50 GMT

Still nothing done to rectify this situation. If anyone sees any deals on Rogers then please post in here and we can all migrate over. This is absolute garbage that we’re paying for a service we’re not receiving.

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Sun, 20 Oct 2024 00:54:10 GMT

HI @ThatAsianGuy

there could be just "dead spot", all carriers have some dead spot here and there

have you open ticket with PM support yet? how bad is the situation? drop calls? or data problem?

Re: Public Mobile Data extremely slow - cell tower maintenance?

slusagm — Sun, 20 Oct 2024 00:55:53 GMT

so, you cannot login My Account? ask PM to help. If you cannot open proper Chatbot ticket, then just message them

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

Re: Public Mobile Data extremely slow - cell tower maintenance?

ThatAsianGuy — Sun, 20 Oct 2024 01:15:31 GMT

Hello @hTideGnow , I understand how dead spots work but this is far from a dead spot, especially when areas that previously had flawless reception no longer give any data whatsoever.

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Sun, 20 Oct 2024 01:19:42 GMT

hi @ThatAsianGuy

what phone you have? tried the sim on another phone?

and you tried the different network mode? 3G, 4G and 5G all tested? and voice only problem?data only problem?

Re: Public Mobile Data extremely slow - cell tower maintenance?

ThatAsianGuy — Sun, 20 Oct 2024 01:41:01 GMT

This isn’t a user error issue. This is clearly a network issue given the overwhelming amount of people having the same issues

Re: Public Mobile Data extremely slow - cell tower maintenance?

hTideGnow — Sun, 20 Oct 2024 01:45:41 GMT

hi @ThatAsianGuy

you misunderstood. I wasn't saying it was user error, I just hoping to find out if one of the 3 networks would work better, 3G, 4G or 5G

and what phone you have?

and was it a voice only problem? data problem? if data, how fast you are getting for using the 3 networks?

Re: Public Mobile Data extremely slow - cell tower maintenance?

CSee — Sun, 20 Oct 2024 12:50:12 GMT

I am in the exact same boat as you. Fingers keep getting pointed in all sorts of directions with zero results or accountability. I highly suspect that there is intentional throttling of data going on to the point that PM doesn't even realize the significance of its impacts. Time to go back to reliable network with Rogers.