topic Re: Is Private Messaging down? in Get Support

Is Private Messaging down?

EricE — Thu, 16 Jan 2025 11:51:24 GMT

Can't seem to PM a customer service agent. Is the PM system down?

Re: Is Private Messaging down?

EricE — Wed, 15 Jan 2025 19:11:46 GMT

I was setting up my Dda's new account/sim. I got my old number ported over but my new sim won't work and when I try to login to my account I get a forbidden A! message on my phone and PC

Re: Is Private Messaging down?

Sansan — Wed, 15 Jan 2025 19:12:23 GMT

@EricE I didn't try it. It shouldn't be. Clear your browser and try again.

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

Re: Is Private Messaging down?

slusagm — Wed, 15 Jan 2025 19:12:36 GMT

i don't think so. No announcement about it being down

check inbox again (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage) and message them if there is really no reply yet

but how long you waited?

Re: Is Private Messaging down?

EricE — Wed, 15 Jan 2025 19:14:30 GMT

It's been about 2+hours since he accepted the porting text.

Re: Is Private Messaging down?

slusagm — Wed, 15 Jan 2025 19:16:20 GMT

but you were able to send a message to PM ? if not, try the message link:

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

Re: Is Private Messaging down?

Sansan — Wed, 15 Jan 2025 19:19:34 GMT

@EricE did he restart his phone? Physical or esim? Anything works? Calls, texts, data?

Which phone?

Re: Is Private Messaging down?

AK32 — Wed, 15 Jan 2025 19:24:45 GMT

They usually announce if there is some down time/maintenance going on. I havent tried it because i dont want to clog the support, but try using this link:

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

Re: Is Private Messaging down?

EricE — Wed, 15 Jan 2025 19:30:29 GMT

Yes, he did restart it. It is with a physical sim card. Iphone 10. The issue is he can not even enter his account to PM or check his account status as when we log in we get a Forbidden A1 error message.

Re: Is Private Messaging down?

hTideGnow — Wed, 15 Jan 2025 19:34:00 GMT

hi @EricE

if you are talking about Community message with support, that there is no issue, I messaged them this morning and my issue was resolved

and have you tried message support yet? You said 2+hours since he accepted the porting text. but that is not the time you message support, right?

Re: Is Private Messaging down?

Sansan — Wed, 15 Jan 2025 19:35:54 GMT

So usually clearing browser cache and signing in again fixes it, but since it's a new account, could be something went wrong. If you messaged them already, then you just have to wait for their reply. Check your inbox.

Re: Is Private Messaging down?

EricE — Wed, 15 Jan 2025 19:50:36 GMT

Been going back and forth with support and we have been trying the basics for now (turn off phone, clear browser) but even with the app on my phone all it does is go back to the login screen...

Re: Is Private Messaging down?

slusagm — Wed, 15 Jan 2025 19:51:59 GMT

@EricE

you have problem with your service, right? you don't need to worry about 'login screen" ( i believe you meant My Account)

just focus on using message to work with PM and get the sim card working first

Re: Is Private Messaging down?

eddieO — Wed, 15 Jan 2025 20:01:00 GMT

@EricE couple things to try, If you put the old carrier's SIM card in your phone can you confirm that it is no longer working? Additionally, can you place the new Public Mobile SIM card in another phone to see if it's working there?

Re: Is Private Messaging down?

EricE — Wed, 15 Jan 2025 20:05:06 GMT

Hmmm. Let me try and swap the sim card back to the old one and see if it is working.