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Jade_S
Public Mobile

[UPDATE] Scheduled Interactive Voice Response Outage - Aug 6

[Update]

 

The scheduled IVR outage will now be moved to August 6 from 12:00am - 6:00am (ET). During this time, customers will not be able to access IVR. 

 

Note: Customers can access IVR today between 12:00am - 6:00am (ET).

 

Thank you, 

 

- Public Mobile Team

----------------

 

Hey Community,  

 

There will be a scheduled IVR outage on August 5 from 12:00am - 6:00am (ET). During this time, customers will be unable to access IVR. 

 

Note: If you call *611 during this time period, the call will be dropped. In the meantime, customers can still perform transactions on My Account

 

In addition to the Community, the following parts will NOT be impacted by this outage:

  • Self Serve (My Account)
  • Chatbot SIMon
  • Community Account

 

We appreciate your understanding.

 

Thank you, 

 

         - The Public Mobile Team

 

LurganIeUk
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

For those customers that don't use the Community.....should this not be texted to every one?

Meow
Town Hero / Héro de la Ville

Re: [Scheduled] Interactive Voice Response Outage - Aug 5


@LurganIeUk wrote:

For those customers that don't use the Community.....should this not be texted to every one?


Maybe posted on My Account log-in page, too?

LurganIeUk
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5


@Meow wrote:

@LurganIeUk wrote:

For those customers that don't use the Community.....should this not be texted to every one?


Maybe posted on My Account log-in page, too?


I am more thinking about those that never use My Account or the Community. I imagine there are quite a few. 

pm-smayer97
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

@Jade_S 

will this address adding more flexible top-up options rather than simply $20 increments?

 

Will this allow unsuspending an account by simply renewing the account? It currently gives misleading info claiming you can but when you try it simply tops up the account but does not unsuspend the account.

LurganIeUk
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5


@pm-smayer97 wrote:

@Jade_S 

will this address adding more flexible top-up options rather than simply $20 increments?

 

@pm-smayer97 

Where does this come from? Telus or PM. I have topped up any amount I want. 

pm-smayer97
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

@LurganIeUk  this is about a change to the IVR not self-serve.... it limits top-ups to $20 increments.

LurganIeUk
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

Ah ok...that sucks....I hope you get a positive response....

softech
Mayor / Maire

Re: [Scheduled] Interactive Voice Response Outage - Aug 5


@LurganIeUk wrote:


I am more thinking about those that never use My Account or the Community. I imagine there are quite a few. 


I hope it will give us a recording saying "It is temporary offline"  instead of busy signal.

 

Jade_S
Public Mobile

Re: [Scheduled] Interactive Voice Response Outage - Aug 5

Intercative Voice Response Outage will be moved to Aug 6.

 

To confirm, you can use IVR today from 12:00am - 6:00am, and will not be able to access it tomorrow between 12:00am - 6:00am.

 

Thank you, 

Jade

 

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