Forbidden A1

[a_cros]

Good afternoon.
I have been getting a Forbidden A1 screen on login since I signed up to public a full two months ago. I have reached out to @CS_Agent many...MANY times to get this resolved and keep getting cold shouldered for several days at a time while they or IT "look into it" and absolutely nothing changes.
I have the same issue across firefox on 2 devices, chrome on 3, and edge. All in open and private browsing and before and after clearing caches and cookies. On the app, I'll login and put in the security code and just get cycled back to the login page.
I am really hoping anyone out there can help me since the tech support here is apparently beyond useless. If there are any other ways to try and make a fix, or some other way to reach out to Public to get this fixed. Really hoping someone can help, but this is a last attempt to be able to access my account before I just give up and take my business elsewhere given how ridiculous this is.

[Eugene_1]

Having the same issue with no answes. So maddening and the worst customer service I've ever encountered 

[Keks]

I have the same issue, going on 2 months - no fix. No one can actually resolve this I have spoken to, and I have requested supervisors multiple times. All of the same troubleshooting steps have been done as above with zero assistance so unsure what else can be done on my side. If there's no way to resolve it, that's fine but I need to be told, buying vouchers to top up an account I can't even log in to see is not ideal and no one can resolve this.

[Alicja]

I have the same problem too, my kid is stranded without a phone atm because I cannot sign into my account to pay my bill. I guess I have to port my number somewhere else because I cannot keep doing this every month.

[a_cros]

No worries on the weekend, I don't mind waiting for a PM, assuming I get one this week. I'll let you know if it works when I do go to try it.

[Dunkman]

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@a_cros wrote:

I have not tried that one yet, I assume you mean going through the "I forgot my password" process at login?
I'm a little hesitant to try anything like that on my end at the moment, since if I lose access to the the community portal I would be completely hooped.
Thank you very much, it is very appreciated.

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@a_cros 

Yes, reset the password from your self service account.  

https://eversafe.id.telus.com/user/forgotpassword?locale=en&ForceAuth=true

Or you could wait for PM response.  Unfortunately, things don't really happen over the weekends. 

[a_cros]

I have not tried that one yet, I assume you mean going through the "I forgot my password" process at login?
I'm a little hesitant to try anything like that on my end at the moment, since if I lose access to the the community portal I would be completely hooped.
Thank you very much, it is very appreciated.

[Dunkman]

@a_cros 

Did you try to reset the account password?

Don't give up yet.  I will try to escalate your situation on the oracle side to see whether anything else can be done.  No guarantees since you already dealt with several CSAs.  There are more senior CSAs who may provide a better solution.   

[a_cros]

@DunkmanThank you for the extra suggestions. The app has been reinstalled a few times already, unfortunately no changes. The phone also had a major update of its own a few weeks ago while this has been ongoing, it also has changed nothing. App has been reinstalled a couple times since then also.
@Chalupa_BatmanThat is really unfortunate to hear. I find it somewhat astonishing to hear that an issue so fundamental as to prevent customers from accessing their basic profile is a known long term problem, and from a company owned by another major telecom provider is just bonkers to me. If that has been the level of troubleshooting for their technical issues, I hate to say it but I think I'll be heading off sooner rather than later. I really WANT to like Public, but this is just incompetent.

[Dunkman]

@a_cros 

It looks like that you have tried most of the common troubleshooting advice.  

Might recommend uninstalling the app. The app seems to use browser in the background.  Clear cache of the web browser. Then re-install the app.  

Updating operating system of phone is another option.  

[Chalupa_Batman]

I hate to say it @a_cros but they know there's a problem and nothing is really being done to fix it. You can voice your concerns over and over again and continue for ever for them to reach out to you but this has been an ongoing problem for a long time. Cache issues are the biggest issue with their site. Only thing I can suggest is to clear your cache and restart your browser. No point in reaching a CS Agent again if you find them to be no help. But I'm sure someone here will of course give you their link. I won't waste your time.