topic Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A in Get Support

myaccount page only displays "Forbidden A1" since activation. No much help from CS_Agent support.

podragu — Mon, 08 Jan 2024 18:21:26 GMT

I am a new public mobile subscriber , transferred over few days after Christmas - lured by their great boxing day specials. The transfer itself went fine, including the porting of my mobile number - my phone works perfectly on the public mobile ( Telus) network. However something happened during the new account activation process , because in spite of successful authentication on their eversafe platform ( which is confirmed also by the fact that I can use this forum) - I am unable to see my myaccount.publicmobile.ca page at all , not in any web browser on any PC I own , not on the Android app - it just displays a blank page with a"Forbidden A1" message at the top.
I have opened a ticket with CS_Agent , as recommended on this forum, they have responded initially and we went through the normal "clear your browser cache, reinstall the mobile app, change password etc " routines - with no luck. This is clearly a servers side issue , not a client side.
I am an IT professional by trade , quite versed in web based application delivery technologies - and I made sure that I have eliminated any potential client side problems - eq applied all their suggestions ( and more) - just to be sure. But unfortunately they stopped there after the basic troubleshooting process and in spite of sending 2 more "please update" messages to CS_Agent - they have been totally silent for over a week now.
So , I am unsure what to do next, because it seems public mobile has apparently ZERO customer support beyond the basic troubleshooting part ? I like the prices, the Telus network seems ok - but I can't see my usage, can't see my invoices etc without being able the use their customer portal.
Anyone has any advice what I could do next ? How one can escalate inside their support org?

thanks

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

Handy1 — Mon, 08 Jan 2024 18:20:46 GMT

@podragu You just have to work with support to get it fixed

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Mon, 08 Jan 2024 18:25:16 GMT

thanks @Handy1 but I already done that, FEW times. I have mentioned that in my post. They have replied , we did basic troubleshooting on the client side a week ago and went silent after that. What should I do , send a message every day now and hope for some miracle? 😀

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

Handy1 — Mon, 08 Jan 2024 18:28:57 GMT

@podragu sometime yes unfortunately. Have you tried clearing webroswer cache and cookies . And try again incognito mode / private mode or even from another device and see if that helps at all . Sorry I see you have already . But test if nothing is working only support will be able to help

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Mon, 08 Jan 2024 18:37:58 GMT

Sigh , I will continue to bug them then. Yes, I am testing every morning to see if some miracle happened and the account got fixed - using icognito mode. Do you have any rough idea what should I expect as response time? Initially I got responses within 24h, but for the past week - nada.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

Handy1 — Mon, 08 Jan 2024 18:41:43 GMT

@podragu Yes they seem to be very busy with box week promos and existing customers trying to update to these new plans . But usually with in 2 hours although it can sometimes be 48 hours unfortunately. So just keep an eye on your community inbox and if no reply in 2 days submit another ticket . Some memebers say submit ticket every 2-4 hours but you then risk having your ticket continually shuffled to the bottom of the queue

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Mon, 08 Jan 2024 19:03:18 GMT

Thank you for the tips @Handy1 . Will continue sending them reminders every few days then, until hopefully someone fixes the access/or data error that most likely happened during the activation process.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Mon, 08 Jan 2024 19:16:23 GMT

Actually one more question if you don't mind @Handy1 - what do you think would be better to open a new CS-Agent thread every time or add a new message to an existing thread? During the initial debug process I have interacted with 2 Agents "Claudia" and "Rod" which both created separate threads. But on those threads I got no reply back from them since last Monday.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

Handy1 — Mon, 08 Jan 2024 19:18:15 GMT

@podragu Add to existing thread it it hasn’t been more then 48 hours

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

JoChat — Tue, 09 Jan 2024 02:21:33 GMT

Just wondering if there has been any updates? I too am experiencing the same issue as a new subscriber: that dang "forbidden a1" page. The app doesn't work for me either (keeps looping me back to login page). I too don't think it's a me problem but a them problem.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Tue, 09 Jan 2024 13:50:40 GMT

No update so far. Sent another "reminder" message yesterday afternoon. I dunno their backend systems obviously but I am IT professional and have been developing/managing large web based systems for years. To me it looks like a permission or data set error that happened during our activation process - where a part of their system components ( the myaccount portion) has not been properly initialized due to some fault . @JoChat do you know what day/time have you activated ( you can approximate it with when you got their "welcome to public mobile" email ? My activation happened on Dec28 , around 3pm EST.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

computergeek541 — Tue, 09 Jan 2024 14:21:06 GMT

incorrectly chosen solution removed

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

JoChat — Wed, 10 Jan 2024 02:53:54 GMT

December 31st around 1300. I try everyday to log in to the website or the app (which I install and uninstall each time). And I get nowhere.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

softech — Wed, 10 Jan 2024 03:09:33 GMT

@JoChat

look like there was problem with the My Account setup. But your service works?? To resolve the login issue, pleas message support agent here

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: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Wed, 10 Jan 2024 14:38:33 GMT

@JoChat and I have same issue since late December. I personally sent numerous messages to the support agents via the link you have mentioned . They replied initially and we went through the basic client side troubleshooting with no progress - because it is most likely a provider side issue. I have sent 3 more reminders between Jan 1st ( when I had the last message from CS_Agent ) and yesterday - with ZERO response from their side.
So yes we are stuck in this state - mobile phone works, login works ( we can use the forum as you can see) but we have a blank page with the "forbidden A1" message instead of our myaccount page.
And absolutely no replies from CS_agent.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

hTideGnow — Wed, 10 Jan 2024 14:40:50 GMT

HI @podragu

but your service was working fine? or you have no service?

did agent said they will escalate?

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Wed, 10 Jan 2024 14:45:59 GMT

As I said in my previous post : everything works ( mobile phone) EXCEPT the my account web page . But because of that I cannot see my bills, usage, change payment method etc. And yes, they have been silent for over a week now in spite of sending 3 reminders. my account pagemy communication with CS_agent

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

hTideGnow — Wed, 10 Jan 2024 14:53:50 GMT

HI @podragu

thanks for confirming. I was asking because the A1 Forbidden would mean a different issue if service is not working

I think you have to continue working with @CS_Agent on this issue, but maybe the Community manager @J_PM can help to escalate?

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Wed, 10 Jan 2024 15:01:22 GMT

Thank you @hTideGnow . Any method of escalation would be awesome. If the CS_agents don't respond - I really have no other idea what to do , the reason I have reached to the community. I understand this problem has a lower priority than someone not having mobile service, but I have been left with no reply for over a week now. Even "will be fixed in X days due to high ticket volume" would have been acceptable - but I got nothing.

Re: myaccount page only displays "Forbidden A1" since activation. No much help from CS_A

podragu — Fri, 12 Jan 2024 15:27:10 GMT

Dear community, still no answer from CS_Agent, even after the 3rd reminder I sent on Tuesday and my problem is still present. It is like CS_Agent is simply non-existent. Does Public Mobile care about its customers in any way? Seriously ... @JoChat did you have any luck in getting some response back?