05-20-2020 04:03 PM - edited 09-15-2022 12:15 PM
UPDATED: Sept/22
Here's my current list. Do let me know of errors or additions you think are needed. If in doubt about something you would like done, always ask the CSAs: nothing ventured, nothing gained. Désolé, ce message uniquement en anglais.
BUG/QUIRK | SOLUTION: If it’s new to you click this: private messaging to see how to send a private message to the CSA team. |
Tickets prioritized over private messages | To get a ticket click https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question into SIMon. Follow/invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. If SIMon fails, or is too frustrating, submit a private message directly to the CSAs by clicking this link: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating... |
Credit card not accepted | Do not include street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-sys... |
Some $10 and $15 plan accounts don't show the Loyalty Reward line | Perform a future dated plan change to the $25 plan. As soon as that is done, the missing loyalty reward line will appear and any loyalty reward that was missing from the account will instantly be added. After cancelling the plan change the Reward remains. |
Account message: “Suspended” AND phone is working | Ignore these messages. |
Phone stops working even though payment was made | Submit a ticket to the CSA team. |
Data add-on being used before base plan data | Submit a ticket to the CSA team. |
During online activation: invalid SIM error OR no drop-down menu to select phone number | a) If on second attempt submit a ticket to the CSA team. b) If on 1st attempt try Chrome Incognito, or Safari Private Window, mode. |
What is my payment date?
| Early in the morning the day noted in self-serve as "Payment Due Before". |
Can’t call within my province | Add +1 to the number but if that fails send a private message to the CSA team with your phone number, account PIN, and an explanation. |
Early (pre 5) iPhone won’t update APN | Early iPhone APN settings cannot be updated manually. You will need to connect to wifi, access http://www.unlockit.co.nz/mobilesettings/ with Safari, then follow the directions there. |
Can’t login into my account and account reset email failed | Fixed as of Sept/18 but if unsuccessful submit a ticket to the CSA team. Be alert for their response as account resets are time sensitive. |
Renew my current plan early | Add a payment so that Available Funds equal your plan cost then submit a ticket to the CSA team. This assumes you have checked that a different plan is not better for you. |
Credit card error when opening several accounts | PM prevents using the same card more than twice in the same day. Wait a few days, or use a different card. You can change it later. |
Moving from Koodo prepaid, or PC Mobile postpaid | Better to not use the same email address for Public Mobile. Also, you MUST select a new number at activation. Once fully active create a Community account and submit a ticket to the CSAs. |
Moving from Speakout 711 and PetroCanada | Provide phone number as the account number, phone IMEI and account owner. See: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Porting-number-from-Speakout-Apply-al... |
Purchasing more expensive plan with Autopay | As reported by dusttodust, upgrading your plan automatically at next renewal will ofetn fail EVEN if you have autopay activatived. The safest approach is to make a manual payment so that Available Funds equal the new plan cost; but leave autopay activated for the credit/points. |
MMS APN | Set APN type to “default,mms,supl,DUN” DUN needed to tether with some phones. Try "dun" as well if DUN fails. |
Activating Add-ons | First make a payment so that Available Funds equal the add-on cost then go back to main account page and buy the add-on. Activation REQUIRES these two stages. See this post for better detail: How To Add Add-on |
Only 1 phone line per account | Yes, only 1 SIM per account but a way to simplify things here: workaround |
Error when trying to port-in | Click the "I am authorized box ..." box at the bottom first then enter the number |
Renewing US Roaming add-ons | These can only be renewed the day AFTER they expire even if completely used prior to that date. |
Change plan when account is suspended | click Change Plan, add funds when requested, and click Activate Immediately. |
Where to buy vouchers | Voucher locations: https://www.publicmobile.ca/en/on/store-locator Vouchers on-line: recharge.com , https://www.ding.com , |
2 deactivation messages for my account, one 90 days and the other 30 days? | 90 days is correct |
Voicemail switched to French when I want English (or vice versa) | Call into your voice message then press 4 Wait and Press 4 again Wait and Press 5 Then select 1 for English menus |
Transfer number to a different PM account | NOT ALLOWED |
Plan won't reactivate even though payment made | If Available Funds at least equal the plan cost, click Change Plan and "buy" your plan with immediate activation. Logout and reboot your phone. ONLY WORKS for current plans not grandfathered ones which require messaging the CSAs. |
Phone stops working even though payment was made. Account may show $0 owing. | a) Manually load $1 into your account (or a few dollars) and/or b) Turn on Lost/Stolen SIM to suspend service, logout, reactivate, reboot phone. These sometimes trigger the an account reset and have been tried by a several people who confirmed that their account re-activated. If that fails you must submit a ticket to the CSA team. |
Can the email address from the deactivated account be used for a new account? | Yes; but cannot be used for an active account. |
Submitted ticket notification | Look in your private messages SENT folder! |
Disable voicemail | PM cannot disable voicemail completely. Here is a workaround: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Re-Disable-Voicemail/m-p/213805/highl... |
Disappearing Posts | It's a mystery. Check here: https://productioncommunity.publicmobile.ca/t5/premod/moderationitemspage/tab/rejected Sometimes editing allows the "offending" item to be posted.
|
2 SIMs/numbers on 1 account | NOT ALLOWED, but occasionally a second SIM is activated with the same email address. this prevents access to the self-serve accounts. Can only be repaired by opening a Trouble Ticket. |
05-26-2020 02:17 PM
@darlicious wrote:@Luddite I don't know about this one......my address has a direction it and ive had no issues with if as long as i enter it as its listed by canada posts official address.
So even though I write it as: 123 west 1st street I must type it when entering my credit card info as: 123 1st ST W always using ALL CAPS in secret/incognito mode.
It's been my experience that "replace card" works better than "remove card" but I only perform any kind of action in the account with a clear browser, in secret/incognito mode in firefox.
Credit card not accepted
Do not include a # of apartment or condo, nor street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-sys...
@Luddite @darlicious I don't know what affect adding a direction in an address field would have when updating or changing credit card other than that I've never experienced any problems despite changing credit cards numerous times on 3 accounts, but I just wanted to add that I've tried both replacing and deleting CC on file and in both instances the change has happened without any issues. Maybe I should say so far I've never had any problems when updating CC's. 😊
05-26-2020 06:58 AM
@Luddite I don't know about this one......my address has a direction it and ive had no issues with if as long as i enter it as its listed by canada posts official address.
So even though I write it as: 123 west 1st street I must type it when entering my credit card info as: 123 1st ST W always using ALL CAPS in secret/incognito mode.
It's been my experience that "replace card" works better than "remove card" but I only perform any kind of action in the account with a clear browser, in secret/incognito mode in firefox.
Credit card not accepted | Do not include a # of apartment or condo, nor street directions such as SW, since the system does not accept them. When updating a card, delete it first, then re-enter as new. https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Problems-with-credit-card-sys... |
05-26-2020 05:02 AM
Bug/Quirk: Community rewards not automatically applying to account
Solution: Ensure e-mail address is exactly the same for both selfserve and community accounts, *including case*. Change on selfserve email address/case by contacting moderators. Change community account email address/case on under "My Settings".
05-21-2020 04:48 PM - edited 05-21-2020 04:57 PM
@LudditeI think you missed that link was same as I provided with my option #2. But thanks for adding it. 🙂
05-21-2020 03:41 PM
@Nezgar While not as much fun this looks easier: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Re-Disable-Voicemail/m-p/213805/highl...
05-20-2020 09:04 PM
05-20-2020 08:37 PM
@Naepalm RE:
#1: does the password change go through if the "enter again" message is ignored?
#2: SIMon has more quirks than I'm willing to track. Besides it has a team repairing its issues.
05-20-2020 07:51 PM
@LudditeGreat list - most useful, especially if you continue to update it. My personal suggestions:
Bug/Quirk: Can't disable calls going to voicemail
Solution:
Bug/Quirk: Blocked or declined calls still go to voicemail, allowing the caller to leave a message.
Solution: Set the blocked and declined calls conditional call forward to a an invalid US number. (Caller will instead hear fast busy or endless ringing) dial: *67*8080000000# (Reset back to default PM voicemail with ##67#) This is especially useful for spam calls.
05-20-2020 07:35 PM
@Naepalm wrote:2. When wanting to change self serve email. If you go through SIMon it will direct you to change your email. Then in the form it directs you to it asks you to fill in new email you want. But beloq it reads this will not change your email.
Do not direct people through the BOT to change self serve email or submit a ticket because it will confuse them.
Changing your e-mail address via self-serve also does not actually change the e-mail address that PM will send you e-mail to going forward... It's more like an account or display name. The address can only be truly updated by a mod. (I encountered this myself...)
It would be best to remove the option entirely from self-serve, and direct people to contact a mod to perform an e-mail address change to prevent half-updated accounts.
05-20-2020 06:31 PM
1.When changing password in self serve an error pops up saying try again. But system has actually changed the pasword.
2. When wanting to change self serve email. If you go through SIMon it will direct you to change your email. Then in the form it directs you to it asks you to fill in new email you want. But beloq it reads this will not change your email.
Do not direct people through the BOT to change self serve email or submit a ticket because it will confuse them.
05-20-2020 06:07 PM
@Luddite , instead of
Transfer number to a different PM account | Send a private message to the moderator team with the account numbers and an explanation. You will lose one of the numbers. NO LONGER ALLOWED |
Can you not say, This is no longer allowed versus giving an explanation. People may try to still send a private message to the moderator team because it has worked in the past. But stating:
This is no longer allowed
or
Public Mobile is not able to accept or allow any transferring of numbers to a different Public Mobile account.
05-20-2020 06:01 PM
@Anonymous Thanks; updated payment.
05-20-2020 05:51 PM
@Luddite, if I could give you ten bravoes, I would. That was exceptionally great work on your part! I am bowing down to the great one!
05-20-2020 05:42 PM
I'm not sure why you bother directing people to the rewards area to see the payment date. It's on the overview page. And the autopay box down below (if enabled).
They've also changed some things. They've finally removed that ridiculous 11:59 sentence and simply identified the top date as pay before then which implies up to 11:59pm of the day before. Works for me.
05-20-2020 04:36 PM
With just one post, looks like you may have outdone SIMon the chatbot.
TYSM and Bookmarked! 😊
05-20-2020 04:06 PM
@Luddite Wow, great table! Nice work, thank you for that! Would be helpful for new people!