cancel
Showing results for 
Search instead for 
Did you mean: 

Our system will be down Saturday October 17th at 9:00 pm to Sunday October 18th at 9:00 am (EST)

Jeremy_M
Retraité / Retired
Retraité / Retired

This means from Saturday at 9 pm to Sunday at 9:00 am EST you won’t be able to do the following:

 

  • Access your Self-Serve account to make a payment
  • Activate a SIM card
  • Swap your SIM
  • Change your phone number or port-in a number

 Outage.png

Please excuse us for any inconveniences. 

26 REPLIES 26

Martin
Legend
Legend
@nbrda,

Send webmail to customer assistance. If you do not receive a reply within 48 consecutive hours, or if you receive a reply within 48 consecutive hours without a working solution and without additional relevant questions, inform this community. A Community Manager will then be alerted to your situation, and will initiate contact and work with you until your problem is resolved.

Hang in there!

Martin
Legend
Legend
Hi,

June 7 should be October 18 = down for maintenance.

FYI.

nbrda
Good Citizen / Bon Citoyen
Also, I already activated my sim but wanted to port my telus number and I cannot do that when I cannot log in self serve...

nbrda
Good Citizen / Bon Citoyen
The subject says "down until June 7"...what does it mean?

Rockdaddy22
Retired Oracle / Oracle Retraité
It will take 2 days to get a response to an email.

ausername
Good Citizen / Bon Citoyen

Any idea on how long this might take... i still have heard nothing from support, and my account has not been changed

djs_15
Good Citizen / Bon Citoyen

Just to let you know I too have the generic error when logging in, I have already been in touch with customer service and they know of the issue and all we can do is wait until they fix it. I am hoping that is soon.

ausername
Good Citizen / Bon Citoyen

Thank you 🙂

Moid_I
Retraité / Retired
Retraité / Retired

@ausername I will get specialist to look into your account and make the change. 

 

Thanks 

 

ausername
Good Citizen / Bon Citoyen

Is there someone I can contact to change my plan? I'm on a 10 day 10$ to make sure the sim worked.. I want to go 90 day with unlimited canadian text and 4Gb of data. My Visa Debit is on file.

Moid_I
Retraité / Retired
Retraité / Retired

@ausername Sorry that you are not able to log in to Self-Serve account. Please note we are looking into the issue for generic error on Web self care. we will update as soon as we can find root cause and fix the issue. 

 

We applogize for the inconvenience. 

 

Martin
Legend
Legend
@ausername,

In light of the fact that you have waited more than 48 consecutive hours for a reply from customer assistance, I am now alerting @Mansi_G to your situation. She is a Community Manager. Either Mansi or another Community Manager will initiate contact, and work with you until your problem is resolved.

Hang in there!

Martin
Legend
Legend
Daniel,

You're welcome!

Cheers.

Daniel
Town Hero / Héro de la Ville

Thanks @Martin, I've just learned something new! I was basing my answer on a older post I've read earlier.

 

 

 

Martin
Legend
Legend
@Daniel and @ausername,

In my post, I referred to calendar days (weekdays and weekends) to differentiate them from business days (weekdays, excluding statutory holidays) because customer assistance works 7 days a week.

FYI.

ausername
Good Citizen / Bon Citoyen

 Well thats super inconvienient lol. Nothing I can do but wait.

Daniel
Town Hero / Héro de la Ville

@ausername,

 

Hi, the 24-48 hours time zone is limited to work day, therefore it doesn't include the weekend (I think!)

ausername
Good Citizen / Bon Citoyen

I sent them an e-mail on friday.. still no response.

Martin
Legend
Legend
@ausername,

Send a web mail to customer assistance, outlining the problem that you have. If you do not receive a reply within 2 calendar days, or receive a reply within 2 calendar days without a working solution and without additional relevant questions, inform the community. A community manager will then be alerted to your situation, and will work with you until your problem is resolved.

Hang in there!

djs_15
Good Citizen / Bon Citoyen

I am with you as well on that, was hoping it would be fixed but still generic error...

ausername
Good Citizen / Bon Citoyen

Doesn't look like anything has changed. I still cant login to self serve..sigh. Generic Error again.

deltatux
Model Citizen / Citoyen Modèle

Was wondering why I couldn't access the system, glad to find this post about this.

 

I'll retry tomorrow morning instead.

 

Cheers!

Thanks for the headsup..

Just like others, i am hoping it resolves issues.

 

______________________________________________________________________
I am not a mod. Do not send me private message with your personal info.
If you need to contact PM Customer Support Agent, send a Private Message.

PublicMobile101
Great Citizen / Super Citoyen

No worrys ! 🙂 i know its needed so the site can run smoothly 🙂 

That's IF. Bugs and Glitches seem to become a Public Nuisance all the time. Hopefully PM takes them out, No more Bugs or Glitches will take their place by tomorrow morning, They just took the Public Transit to the big Adios

Bigmac
Model Citizen / Citoyen Modèle

@Jeremy_M wrote:
This means from Saturday at 9 pm to Sunday at 9:00 am EST you won’t be able to do the following:

 

  • Access your Self-Serve account to make a payment
  • Activate a SIM card
  • Swap your SIM
  • Change your phone number or port-in a number

 


Yeah, good news. Hopefully after this system update, some people's issues would be solved. 🙂

Need Help? Let's chat.