Can't login to my account

[Slava3711]

2 months and hundreds of messages from support... still not fixed!

[Slava3711]

Ridiculous: 3rd attempt:😠

Hello.

Thank you for contacting us, I am happy to assist you today.

The previous ticket (case/conversation) has been closed and this is a new one.

Please give me more details in regards with your situation.

 
Kindly,  CS agent

[Slava3711]

You may be right - they can. But how long this will take? 2 weeks since my second request and still nothing. 

[Anonymous]

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@softech wrote:

>They said that my plan wasn't linked to my email from the beginning, 

.

[softech]

>They said that my plan wasn't linked to my email from the beginning, 

@Slava3711  even not linked, they can change email address to manually link the My Account to another email address.s  We saw people reported back saying agent fixed it.  It is true there are at least couple posts about situation like yours, really not sure why this is still an outstanding issue

[Anonymous]

CS agents doing their best,  if we keep on reporting the same problem over and over again because it can confuse matters.

[Slava3711]

Thank you, will try again lol

[Handy1]

@Slava3711  Yea that’s good at least but still . As frustrating as it is I think you should open new ticket and nudge and push for a resolve .something needs to be done so you can manage your account yourself 

message support directly
       

while your already here and logged in the community you can send a private message   To CS_Agents click          

VVVVV      Link below    VVVVV

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Slava3711]

They said that my plan wasn't linked to my email from the beginning, which is not true. I have had my plan for 3+ years and it always was linked, somehow I paid for all these years.

[Slava3711]

A week ago asked if there were any updates. Silence.

Tried different devices, different browsers, and different PC. Reset/restore passwords, and changed emails. At this point, I don't understand why they need tech support. The only good thing so far is that my payment credit card on file and still good for another year.

[softech]

@Slava3711 

We saw so many login issue resolved within a day.  

where was the hiccup? did support tell you what exactly was the issue?

[Handy1]

@Slava3711  Wow ok so when the last time you spoke with support ? If more than 48 hours I’d contact them again and insist it gets escalated to senior staff 

[Slava3711]

Exactly. Their 2nd level support even text me a special confirmation code for them to check my account. Still not resolved

[Handy1]

@Slava3711  So you have services call and text and data works . And you can’t get code sent to phone or email to verify log in 

Adding maybe try uninstalling the app and re install it and try again or even with a different device @Slava3711 

[Slava3711]

I did. They keep transferred me to different persons with the same answers all the time.

[Slava3711]

Nope... ready to give up lol

[Anonymous]

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@Slava3711 wrote:

There are only 2 options after login - Resume activation and Login page. Clicking on Resume activation gives me an error XXX

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Have exact same problem - no fix yet for you?

[esjliv]

@Slava3711 -if their last communication was 2 weeks ago, you are not likely going to hear from them again. Respond to your last message and tell them there is still an issue and describe those messages or provide them a screenshot. Perhaps ask for a supervisor to look at your case, it has been way too long since you heard from anyone.

[Slava3711]

Yes, I did. 

I tried to change the passwords/emails just to try different options. Now I am back to my original email(which was linked to my plan originally) with the same errors. The support keeps saying the same things all over again - use another browser, incognito mode, clear cache etc. Nothing works. Their last email was about 2 weeks ago and nothing since. Very frustrating.

[softech]

@Slava3711   

What was the exact issue?

But you have been working with PM support? did they say they escalated the ticket with Telus engineering?

And a suggestion, do not try to create more different accounts (different emails) unless support ask you to do so.  It won't work.  There is another member doing that and proved that more new login won't help 

@Slava3711 wrote:

There are only 2 options after login - Resume activation and Login page. Clicking on Resume activation gives me an error XXX

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The "Resume activation and Login" indicates the EverSafe login is unable to link your current login with My Account.  Usually it is a quick fix for PM support.  Not sure what went wrong and caused the delay

[Slava3711]

There are only 2 options after login - Resume activation and Login page. Clicking on Resume activation gives me an error XXX

[Handy1]

@Slava3711  Can you not get code sent to phone or email to verify and log in