We want to hear from you: technical concerns, glitches, or bugs

[A_CX_PM]

Hello Community Members, 

As you embrace the new way to experience mobility with Public Mobile, we want to know how your experience is, and if there are any issues you’ve encountered along the way. While we aim high, we know there’s room to grow. With your valuable feedback, we’ll keep innovating to deliver an even better experience. 

Use this thread to share any technical concerns, glitches, or bugs you've come across. Your valuable feedback will help our team identify and resolve issues effectively. 

Note: We will do our best to provide answers and updates to your questions. The team is working hard to share your feedback with our product teams to help resolve on-going issues. For support-related inquiries, please connect with our Oracles and Community experts for assistance. 

We'll be posting workarounds, updates and troubleshooting tips along the way.

Thank you,
Public Mobile Team

[porcupine]

dropped calls are coming daily something has changed

[hardingsa]

Hello,

 I went to check to see what my sons data usage was and on the website it comes up with NAN and no data is recorded. I looked at my daughters account as well and it is the same. They are both on the $25 plan for 1GB. Is there anyway this can be fixed? Please let me know.

[LitlLdy]

---

@Anonymous wrote:

I've noticed that you cannot add or switch your current subscription to an E-SIM (even if you try changing it.) On your current account, however E SIM isn't available for My Account. 

Hopefully that's resolved soon. 

---

@Anonymous ,

Transfer from SIM Card to eSIM

The response I received from a CSA,

“We apologize if some of the steps to complete certain action are not functioning to the optimal capacity right now. We are launching this new release of operation & by experience there are going to be certain aspect of process which may not work. This happens with new release of technology to a system.

As I was writing this to you, I inquired to the moderator of the release & she said that in fact the esim are only available for new activation for the moment on the APP. Sorry that we do not have it available for you at the moment.

Again, this is a new release & upgrades are still coming & hopefully the esim will be available for existing clients very soon.”

[Anonymous]

I've noticed that you cannot add or switch your current subscription to an E-SIM (even if you try changing it.) On your current account, however E SIM isn't available for My Account. 

Hopefully that's resolved soon. 

[PBForMe1]

---

@selmak wrote:

@Korth this one worked for me
i wish there is a way to link old community ids to the accounts

---

Just to let @Korth and everyone else know, @selmak has found a work around if you don't have sim access for the inital EverSafe ID creation: reset your password, then it'll allow you to create your EverSafe ID and subsrequent logins will allow EMAIL verifcation.

Thanks again @selmak !

https://productioncommunity.publicmobile.ca/t5/Get-Support/How-to-create-a-Telus-Eversafe-ID-if-you-...

[selmak]

@Korth this one worked for me
i wish there is a way to link old community ids to the accounts

[Moon_mack]

Thanks, I’ve clicked the Bravo on that post now.

[OpaD1]

• new activation can only be completed in app (not via pure Web Browser) anymore
• new activation payment failed. (Web Browser)
  • Error details only via Browser F12 Developer Tools, please show them on the page so we know what could be wrong
  • Was due to CC expiry date auto-fill by Chrome (to the eye the date looked correct but I guess the autofill was different then manual fill)
  • Message via F12 trace was: 

DEBUG_MESSAGE: Invalid expiry format
ERROR_CODE: 201
APPROVED: false
ERROR_MESSAGE: C201_INVALID_CREDIT_CARD_EXPIRY_DATE

• get old Community account back (if email was different) 
• Data-add on expiry 
• Plan in the sweet spot (like $30 for 3GB)

[J_PM]

Thank you for surfacing this issue. We see others are faced with the same experience and have taken this away with the team.  

[J_PM]

@aj21 Thank you for sharing. The team is currently working through an investigation for new community accounts generated. Bravo this post and we'll track your info. Thank you!

[J_PM]

Thank you for sharing. This issue has been passed along to the team for investigation and resolution. 

[Korth]

@PBForMe1 

Then I hope Public Mobile fixes this thing they broke in a fairly prompt manner.

Before they lose a customer. I will need my phone number active in the near future for work. If I can't get it working again through Public Mobile then my only viable option is to port it out to another provider.

[PBForMe1]

---

@Korth wrote:

@A_CX_PM 

Cannot login to Self-Serve, where I'd like to change my phone status to lost/stolen. Because Self-Serve is forcing 2FA to be sent to my phone (which I don't have). There is no longer an option to send 2FA to email. Very frustrating that details related to account access were changed without any advance notice.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Lost-phone-sign-in-2FA-problems/m-p/98516...

---

Unfortunately you are locked out until they fix it, I contacted support and there's nothing even they can do to let you gain access to your account again if you don't have sim access and didn't migrate to the new EverSafe system it'll never let you verify by EMAIL.

[Korth]

---

@softech wrote:

have you created a EverSafe ID yet?  If you did, then you can have the code send to your email, just click Resend Code and they will give you the option

HOWEVER, if you have not created an EverSafe ID and in the process of creating it, then you cannot as it needs to send to your phone to link your phone number to the ID.  Please message PM support instead

---

I have not created an EverSafe ID. I was unaware of this requirement, I saw no announcements and received no emails about it from Public Mobile. The Telus EverSafe site does not let me login or create an account, of course, it's meant for Telus customers.

I had (still have) 2FA enabled in Self-Serve, it would always ask me whether to send the 2FA code via SMS or via email.

Until last night. After PM's grand site upgrade was finished. It automatically sends a 2FA code via SMS. My only options are to enter the code or to Resend code (via SMS) again. There is nothing in my email (or in any of the spam folders/etc) from Public Mobile.

[PBForMe1]

---

@selmak wrote:

can i please have my accoutns back
my daughter's sim is outside country because somebody took her phone by mistake instead of theirs and we still idn't get it years later, i don't want to lose her account but i can't access it to pay
why don't they link them right away

---

They really need to post a sticky about this issue man, it's a big deal. 

[PBForMe1]

---

@softech wrote:

HOWEVER, if you have not created an EverSafe ID and in the process of creating it, then you cannot as it needs to send to your phone to link your phone number to the ID.  Please message PM support instead

---

There's no point messaging support, they can't do anything about it as I've already contacted them and they've told me they've escalated the issue.

[softech]

@Korth   you lost your phone?

have you created a EverSafe ID yet?  If you did, then you can have the code send to your email, just click Resend Code and they will give you the option

HOWEVER, if you have not created an EverSafe ID and in the process of creating it, then you cannot as it needs to send to your phone to link your phone number to the ID.  Please message PM support instead

[Korth]

@A_CX_PM 

Cannot login to Self-Serve, where I'd like to change my phone status to lost/stolen. Because Self-Serve is forcing 2FA to be sent to my phone (which I don't have). There is no longer an option to send 2FA to email. Very frustrating that details related to account access were changed without any advance notice.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Lost-phone-sign-in-2FA-problems/m-p/98516...

[Anonymous]

@Moon_mack    Yes, there all sorts of glitches since PM did an overhaul and linked community and phone accounts a couple of days ago.  Others have also had to create a new community username because of this glitch and management is aware and working on a fix. 

You might want to read the following post by J_PM where and give it a bravo as it will allow PM to match and restore the community accounts affected by this:  https://productioncommunity.publicmobile.ca/t5/Announcements/New-Community-Account-Created-After-Eve...

[netanelg]

The "CHANGE SUBSCRIPTION" page is not loading, and after some time, dropping to the login page

[Moon_mack]

• I have multiple accounts with Public Mobile.  One is for a pendant that you press the single button to call home.  It is intended for old people with memory problems, but we use it for our kids (giving them a quarter for a pay phone isn't really reliable anymore).  I can't log into my account to check funds or pay since the pendant doesn't receive text messages (other than for internal configuration).  You can call the pendant, but only for approved numbers (there are three numbers set up that can call in, or the pendant can call out).  How do I restore access to this account.  I could move the SIM to another phone, but this requires a screwdriver to remove (and insert) the micro SIM, which is not really ideal.
• I had to change my community name since it said my existing name was already taken.  Is there a way to merge these two names, preferably with the old one being shown?  Is there a way to access my old messages under my old community name?
• I like some of the changes, but I'm really not a fan of the 30 day limit for data add-ons.  Sometimes I need a little more data in a month (eg. 50-100 MB) and I don't want to pay full price for a 200MB or 1GB add-on plan that I can only use a little bit of.  Moving up to a more expensive plan with more data has the same problem.
• I don't see where the certified previously owned phones are listed.  When I click the link I get a 404 with a report that it should be back soon (but I'm guessing this page won't be back soon?)
• I like the option for 5G, but my commute home goes through a dead area in the Telus network.  I have locked the phone to 3G, which has better coverage in this area.  I'm wondering how much longer this solution will work.  Incidentally, I also don't seem to get emergency wild fire announcements, but my wife's public mobile phone does (we were sitting in the car right next to each other).  I understand this is also a result of the 3G / 4G & 5G difference.

[lucask]

Clicking "Sign-on" does not bring me to a page to enter my credentials. I cannot sign on to Self-serve because it doesn't open the correct page. I think this is a website problem.

[gb23]

I am also having this issue. (I would've quoted but can't find a way to do so.) I'm being forced to create a nickname so I've just created a temporary account instead to get help. Though from what I've read I guess there's nothing to do but wait.

[selmak]

can i please have my accoutns back
my daughter's sim is outside country because somebody took her phone by mistake instead of theirs and we still idn't get it years later, i don't want to lose her account but i can't access it to pay
why don't they link them right away

[hycm53]

---

@selmak wrote:

why the new system doesn't have email option for 2fa?

---

You need click "resend" icon, then will have email, text, voice mail options to choose.

[selmak]

why the new system doesn't have email option for 2fa?

[hycm53]

---

@LitlLdy wrote:

Personally, I’d like the option of using an authenticator app if I have to use anything but maybe that is not secure enough? I hate not being able to disable it anymore!

I also hate that I can not add funds to my account without adding the payment card to the account as well as not being allowed to remove it myself! After all it is my payment card, & my money on it! So, I am stuck purchasing vouchers instead!

I am very disappointed in Public Mobile for no longer having roll over data when we purchase data add-ons which now expires 30 days after purchasing!

Every time I select toggle "Trust this device" for future logins“ it never saves it! It makes me enter a 2FA code at every login!

I’m hating this place more & more!

---

I agree if have the option of using an authenticator app to login that will be great, especially when are out of country can't get text or email because PM doesn't off any add on except US. 

[carsonb]

Your ever safe login thing rejects valid emails. “.email” is a valid TLD, for example, but ever safe won’t allow it to be used. 
That’s a bit of a pickle if that was the email you already use for Public Mobile. 

[Grinch]

@A_CX_PM 

Edited!!

1. To view usage, you can only filter for how many days. No more Data, Calls only. 

2. Double Spacing in the community posts.

3. All 3 accounts are screwed up. All my accounts have the correct matched emails. The eversafe sign up forces you to enter a nick name and creates a NEW Community ID. The only reason why this one works is....I did a typo and perhaps PM should have a double entry to verify if that is the nick name you want? So when it asks for a nick name and you type in the one that belongs to you....it says it is already in use!!

4. My ZTE723 is using data...how's that possible?

5. I do like the second factor as it offers Text, Phone call, or Email for the verification code. The phone call message speaks toooooo fast. 

6. With one login....how do you get back to My Account or My Rewards from the Community account?

7. Cant find chat bot...404....just found it..but you have to logon to find it.....not a good idea!

8. Pasting verification code does not work....each of the 6 numbers must be entered individually.

It's a very disappointing and  messy roll out. So many of us depend on our phones and we need a fix.

[gooru]

Yes this is what I had to do as well. Super frustrating when you need this access for assistance and support.