CAN'T ACCESS MY ACCOUNT !

[OliverT]

For days on end I can't get into my account. I even reset my password but it doesn't matter; neither it, nor the old one work. It's beyond annoying. Like Telus is doing it to make us move out of the service (frustrate customers until they have to move to more expensive services). I liked Public Mobile until today. Will not recommend you guys anymore. I want back into my account and you have wasted 30mins of my time with your circus of bots and predictive nonsense. If there is a general problem you should have informed us. I have read other complaints exactly like mine today.

[BKNS27]

I have never had issues login into my account on my desktop, tablet or phone.

All my ID account names and password are saved on my iPhone and Samsung Pass on my Android phone for all my hundreds of accounts/apps.

Only time I can’t get into my accounts when PM website is under maintenance but this is understandable.

[dabr]

@scotk   @OliverT   I think we all agree and sympathize that making a payment to the account should be easy and simple.   Really not sure why PM's Tech Dept. has not, by now, fixed all these system bugs that far too many customers keep encountering.

For now perhaps purchase a voucher (shouldn't have to, agreed) and load the funds by dialing 611 on the phone.  They're available many places but SDM, 7/11, London Drugs and Shell vouchers are active and funds available immediately, unlike vouchers purchased elsewhere.   There's also recharge.com who will email voucher PIN for a fee.  This gives you time to contact support and sort out account/payment issue.

[scotk]

Yup same here. Trying to update my credit card, but system says my creds are wrong.
jumped through hoops for hours, still no luck.
When they eventually cancel my account for lack of payment, I will move elsewhere.
I am trying to Fn pay, so frustrating. And NOT THE FIRST TIME. So much time wasted on this crappy system

[OliverT]

Thank you. Much appreciated.d

[OliverT]

Thank you. Tried all of that. I'm "somewhat" relieved that it just isn't me. 

[OliverT]

Thank you for the link. I have tried new machines, different browsers, clearing cache and private browsing windows. This feels intentional to get people to leave the service. 

[RossN · Accepted solution]

@OliverT hi there have been many issues with the new upgrade try a different browser in private or incognito mode reboot and try to sign in again if that doesn't work 

you need to contact a customer service agent to reset 

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here                               

           check your community envelope for a reply

[dust2dust]

Yup. It's been pretty crappy for way too many people. Have you tried a different browser? Device? Private mode? If on a mobile browser can you try desktop mode?

[dabr]

@OliverT   Have you tried clearing cache/cookies and using incognito/private mode before logging into your account?   There have been issues with caching since the recent self serve upgrade.

Otherwise try sending a private message to CS_Agent if you're having issues with the chatbot.  Here's a link to CS_Agent:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437