Am I the only one that can’t log in?

[vildeanna]

Hi, I need to log into self serve, and I keep getting redirected to a Telus chat bot that tells me that I need to submit a ticket to get a username because my saved information clearly doesn’t work at self serve anymore. This is extremely annoying - I’m just trying to pay my phone bill so that I can use it, I do not have time to sit around and wait to talk to a customer service representative - I have wasted so much time trying to log into self serve that I regret not just going to another company to change my plan because this is inexcusable. Oh and apparently now I got shut out from self serve because I’ve exceeded my log in attempts.  Can anybody tell me how to log in and pay my phone bill asap so that I have data until I have time to go to a provider that doesn’t suck to change my plan 

[hTideGnow]

HI @vildeanna   you don't need to register a Telus account.

PM is owned by Telus and it is using Telus server, but you should still see the login screen showing Public Mobile.  The only trace of Telus there is the URL

Or would you mind to provide a screenshot?  Maybe your browser/dns directed you to somewhere wrong?

[dabr]

@vildeanna    You don't need to register for a Telus account.  However, if you've never activated a PM self serve account, then you need to now submit a ticket or send a message to customer support and they will be able to activate the self serve account for you. 

Use the link provided earlier by @esjliv to submit a ticket or you can use this link here:  https://urlshortner.tiia.ai/XZxMjt

edit:  @vildeanna   Make sure you clear your browser cache/cookies and use incognito/privacy mode too before using the above links.

[vildeanna]

Yeah looking at the replies, I don’t think I expressed myself clearly. I need to register for the Telus account, and public mobile chat bot won’t let me so in effect I can only pay my bill with 611,  but for example for this month I want to change my plan and it’s impossible because Public decided that I can’t log into self serve as I used to and instead tells me to create a Telus ID, and when I click on “register” it sends me to a chat bot because apparently creating a new account is so complicated that we need the help of a customer agent, which in itself is annoying, but double so when you’re directed to a useless chat bot who replies to “create account with” “to reset a password…” I can submit a support ticket (that I have to be logged in to submit….A+ engineering from Public, at this point I’m convinced they just really don’t want my money) 

[vildeanna]

So the thing is that I can’t use my existing login information to get to self serve that I used since I got my number a year ago. I get redirected to a Telus page that tells me to create an account, and when I click sign up, it directs me to a chat bot and when I type “create account” it only tells me to reset my password. Public is making it so unnecessarily complicated that I’m pretty sure they don’t want my money at this point. I was able to use 611 last month, but now I’m trying to change my plan and they still won’t let me access the Telus self serve that they’re forcing on us.

 Definitely not recommending Public to anyone ever due to this unnecessary runaround. 

[CountyDownIeUk]

No issues in lower mainland  BC using Telus internet 

[will13am]

No issues with logins before or after the self serve update.  The only minor wrinkle is 2FA to Gmail aliases does not seem to work.

[esjliv]

You are not alone. Since the new upgrades on July 13th, there has been some login 'issues', hopefully, these get ironed out very soon @vildeanna 

What has been working best for me so far, is opening at tab in incognito mode (already mentioned by @Timer ), then going to the "Sign In" at the top, right of your page (on desktop), then choose My Account or My Rewards.

If not working, you can submit a ticket here to: Create or forgot My Account email or password link

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

NOTE:

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

[hairbag1]

@vildeanna...

if you dial 611, you'll get option to pay, but you'll need your PM pin number.

[Timer]

@vildeanna 

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

To Login Page

and go to payment,,, manage payment method and update card information and save payment.

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,