Data stopped and all rewards history missing.

[Pogizzle]

My wife's phone was renewed with 90Day Unltd Province Wide Talk/Unlimited Text/12GB data on February 12, 2017 and now the add-on is missing. I looked at the usage history and can only see about 4,531MB of data used from Feb 12 to now. Is there any reason why this add-on was removed? She didn't even get a warning about excessive data usage. Or was this a system error?

Also when I was investigating her account, all of the history of her Rewards is missing. She's always used Auto Pay and she had 2 refferals. I'm not sure what happened. It seems like it all of the sudden in within the last 12 hours.

Any MODs online that can help me out? I can private message her number.

[MarieHelene_L]

Hey @Pogizzle, 

As we have previously said, we are very sorry about this situation and the inconveniences this is causing you. 

Please be assured that we are doing everything we can to have this sorted out quickly. 

I will reply to your private message in a few minutes. 

Thanks 🙂 

Marie 

[Pogizzle]

3-weeks and still not working right.

after sending me a new SIM and it not working, i asked them to recreate the account... and was told to recreate my self-serve account....

Guess what I can't do. Recreate my self serve account. The reason? Apparently when they recreate the account, the phone number has to be ported to the new account and that hasn't happened.

The only good news is that the phone is currently working and is using the right phone number. The bad news is that I can't manage my account using the self serve site.

The funny part is that they told me to use the temporary phone number to activate the self-serve account but the phone number goes nowhere because that's not what number the SIM is linked to.

They just can't make it smooth for me at all.

[Luddite]

OK

I have sent a message to someone in Vancouver who may be able to assist.

May not help with the transfer of rent but here are some ideas for coping when PM dies: http://productioncommunity.publicmobile.ca/t5/Discussions/SECURITY-OF-SERVICE/m-p/23214#M4783

[Pogizzle]

Thanks for the offer but I'm in Vancouver BC..

[Luddite]

@Mary_M I know I am quite behind on this issue but wonder if a new account with a new SIM would get @Pogizzle up today? I do have a spare SIM in Mississauga if that helps.

I am confident PM will ensure you do not lose any $ in doing this switch BUT you would likely lose your phone number.

[Mary_M]

These types of tickets usually take in between 7 to 10 business days, but there is a delay with your ticket. 

In regards to why the SIM deactivated, I cannot answer that question - this is something that is currently being investigated. I'll try contacting the tech team directly and have them escalate the issue for a quicker resolution. @Pogizzle

Thank you,

Mary

[Pogizzle]

I sent there no way to at least get a reasonable ETA on when they will resolve this. The first time I submitted a ticket it was 4-5 business days... it's been a total of 15 days and counting.

I have a rental property and my tenant just about weren't able to send me rent as the text the transfer to that number. Not having this phone working is more than just an inconvenience. It's costing me money.

One of the solutions you mentioned was to create a new account. Why would that work? If the SIM is deactivated then wouldn't it stay deactivated? Or when you say I need to create a new account that you'd be sending me a new SIM card in which case I'm waiting for at least 3 business days for the SIM to be delivered and then hope that the activation process goes smoothly (because the first time it took you guys a month to sort that mess out).

[Mary_M]

When referring to the "back-end", we mean the Public Mobile technical team - it is the team who takes care of the tickets we submit. The problem with your issue is more complex, I can't provide exact details because I do not know what caused the SIM to deactivate, this is what the "back-end" team is investigating and trying to reverse. 

Once again, I really do apologize for the delay. Shazia or I will keep you updated (she will automatically receive an update by email)

Thank you,

Mary

[Pogizzle]

Okay so who is the "back-end" people? If this device is anything like TekSavvy (my internet provider) who is a wholesale bandwidth Shaw reseller then my suspicion is that you are referring to Telus. If this is the case then just say that. Those guys find any excuse to screw Canadians and I wouldn't be surprised to know that Telus doesn't give Public Mobile customers any sort of Priority.

[Mary_M]

Hey @Pogizzle,

thank you for your patience!

I've tried looking into it myself to find a solution but was unable to do so 😕 When looking at your SIM, it seems as it has been deactivated in the back-end - but your account with PM is still active. This is why your wife has no service and the rewards/funds were erased from your account. The good news is that I can see how many funds you had and everything will be reinstated once the ticket is resolved with a permanent fix. We want to ensure that you keep all of your rewards.

I'll periodically check on the status of the ticket and provide you with an update as soon as I receive one.

Thank you,

Mary

[kav2001c]

@Pogizzle I had a very similar issue

They did kill my old account and opened a new one 

The one thing I will vouch for is they DO give you the old balance back

Rewards need manual intervention if this is the case

I am concerned though as this has now happened to a few long term people

I understand Public will not publicly state what is wrong, but system has some major bugs...

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@Pogizzle wrote:

Oh... And on top of that... My account wallet had $58 in it that has vanished (wont get that back I'm sure).

So lets recap. From no fault of my own, My account stops working, $58 dollars that are prepaid on the account disappears and Public Mobile's answer is to get me to open a new account or by a voucher.... Both of which COSTS ME MORE MONEY. 

NO FAULT OF MINE!!!

---

[Pogizzle]

So it's been 3 hours. No update?

[Mary_M]

Hey @Pogizzle,

Thank you for your reply!

I will definitely look into the ticket and get an update! Unfortunately, the system will not allow me to reinstate the service due to the issue - which the back-end team will get to the root of.

Mary

[Pogizzle]

Any way you can escalate the ticket. Or even confirm that someone is looking at it at all. 

You can't honestly expect me to believe that it takes two weeks to figure out what the issue is and to fix it. Or at a minimum re-instate the account so I at least have service while you work on why it happened in the first place.

[Mary_M]

If you want it to be fixed, then we will have to wait for the ticket @Pogizzle!

We also cannot confirm what the issue is, it seems like something went wrong on your account. The reason why we submitted the ticket is to get to the root of the issue, only then will we be able to tell you what the exact problem is. 

You also do not need to purchase a voucher - since your services have already been paid, no other payment is required. As I said, we will make sure to re-instate all of the funds to your account once the issue is resolved.

Once again I really do apologize that you are experiencing a service outage, but I am confident that this will get fixed!

Mary

[Pogizzle]

Also... You keep saying something is wrong with the account but haven't told me what it is. 

[Pogizzle]

Shazia's response was to open an new account and loose the rewards... SAME thing you just said. 

It's a work around and not a fix. I want it fixed.

[Mary_M]

Hey @Pogizzle,

Thank you for reaching out to us regarding your ongoing service issue.

I'm really sorry to hear that it has yet to be resolved. The main reason why my colleague offered to submit the ticket, rather than re-creating your account, is to save your rewards. Let's say we do re-create it, you will lose all of your rewards without the possibility of re-adding them. 

Rest assured that when the ticket is resolved - yes, we have a technical team that works on these types of issues but some take longer than others to fix -  we will make sure to re-instate the funds that were available! I can also see that Shazia has offered to help in regards to this, but we did not receive a reply.

Thank you for your patience,

Mary

[Pogizzle]

Oh... And on top of that... My account wallet had $58 in it that has vanished (wont get that back I'm sure).

So lets recap. From no fault of my own, My account stops working, $58 dollars that are prepaid on the account disappears and Public Mobile's answer is to get me to open a new account or by a voucher.... Both of which COSTS ME MORE MONEY. 

NO FAULT OF MINE!!!

[Pogizzle]

So... TWO full weeks of no answers and BS replies from Mods and the tech support email. 

The typical response is "I haven’t received any response from our department in charge yet. However, be certain that they will fix the problem and I will get back to you as soon as they answer."

The latest response told me to go buy a Voucher.... A voucher... For a service that according your their own SERVERS is still active until May 12th. MAY 12th people. I don't know what has happened on their servers but this is rediculous. 

The reccomendation before that was to close my current account and open a new one but I'd loose all the rewards I've earn and the TWO YEARS of service reward. 

I get this is not a first tier service provider but this is by far the worst. I really don't want to have to rant on a public forum however it seems like the only way to get Public Mobile's attention is to be the loudest in the room. 

I was giving them the benifit of the doubt that they were actually working on it and that they actually have a technical team that can fix issues like this but its clear to me now that they don't and when things go wrong, they string you along until you either leave or spend more money, time and agrivation to work around them. It's absolute garbage.

FIX MY ISSUE PUBLIC MOBILE!!! 

[srlawren]

---

@Goo wrote:
I have the same problem. My data stopped working 3 days ago and my 12GB Add-On is also missing on my account. I emailed support 2 days ago and still waiting for their reply... Has your issue been resolved yet?

---

@Goo I can tell you now that this means you have used up the full 12GB for your current cycle.  Unforutnately once it is fully used up, it no longer displays in the My Add-ons section, frustratingly.  [I believe PM have that on their radar to address but no ETA].  Right now your options are essentially to puchase a data add-on to help get you by, or just use WiFi while you wait for your next renewal.  How close are you to your renewal date?

[Goo]

I have the same problem. My data stopped working 3 days ago and my 12GB Add-On is also missing on my account. I emailed support 2 days ago and still waiting for their reply... Has your issue been resolved yet?

[Luddite]

Defintely then you will moderator assistance. Send any one of them a private message ( @MarieHelene_Lfor example) with your phone number and an explanation.

Meanwhile, if she needs to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

[Pogizzle]

Well now I just found out that her phone isn't working at all even though her plan says it's good till May 14th. She can't make or receive calls and no data....

[kav2001c]

@Pogizzle the problem is loyalty & referal rewards once lost are gone for good

Mods  told me in past there is no way to correct in system, manual intervention is required

I would pm a mod since this might be an issue

(One more thing to check, sometimes system glitches and plan + use dissapears too? Yet in this case it usually comes back after)

[Pogizzle]

The other thing I just noticed is that I usually pre-pay into the wallet for both mine and my wife's account once a month. My account shows $58 available funds, my wife's account shows $0.00. Something very wrong has happened. Almost like someone fell asleep at the keyboard with their nose on the delete key.

[Pogizzle]

It's the blue graphic. That sux. Does that mean she will no longer get her 2 year reward loyalty reward?

[kav2001c]

@Pogizzle which rewards history screen is blanked? The blue graphic or the text one?

(If text it is a temporary glitch but if your graphic is gone you probably have an issue; when mine was blanked mods explained to me there is no way to retreive it which was unfortunate)

[Pogizzle]

I don't think I buy that. Her usage history wasn't deleted, her rewards history was deleted. Her usage history shows only 4,531mb of data used so there is no way an app was using data otherwise I'd see the usage in the history.

I think there has been a glitch in the service that caused this.

[stonechucker]

@Pogizzle, to me it sounds like your wife's phone may have been using cellular data without her knowledge.  The removal of the usage history, and the addon in the display is normal practice.

I had an app turning on and off my wifi based on location, and for whatever reason, immediately following my renewal, within 1 day I had used almost a full 1 GB of my allotted data.

check the cell phone data usage app on her phone.