Selfserve website TOO SLOW!

[fcandia]

Why is the Selfserve website so fricken slow? I had to spend 10 minutes just trying to update my payment method because every **bleep** click resulted in 3 minutes of waiting for the site to load. Please fix this. What a fricken waste of time just to update one simple thing!

[BearFBI]

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@Pawprints1986 wrote:

@BearFBI I wasn't meaning don't be secure and to share your info. I was meaning if it's so secure why does port protection not actually exist? Why do we have to do that ourselves by hacking up our own info?

But also I don't think security has anything to do with speed. I can log into my bank accounts with less wait time than self serve here. It's not a deal breaker but it's noticeable

I also didn't find that koodo took anywhere near the time to load and log in as PM does, at least not on post paid... Maybe I was just lucky with koodos times? 

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@Pawprints1986 I dont know. I was talking about security more on the web side but the overall self serve system should have a port protection. Like having to do something on the Public Mobile users side to accept the port and make sure the authorized person is porting the number. I was talking about Koodo Prepaid. Postpaid and Prepaid seem to have verry different systems at koodo.

[mpcdesign]

Yes, when you log-in to the self-serve account, it takes about 5 - 10 seconds. And once I am in, it's fine. Have any of you guys cleared your cookies and cache on your web browser? I log-out, and it's down to 5 to 7 seconds. 

[Pawprints1986]

@BearFBI I wasn't meaning don't be secure and to share your info. I was meaning if it's so secure why does port protection not actually exist? Why do we have to do that ourselves by hacking up our own info?

But also I don't think security has anything to do with speed. I can log into my bank accounts with less wait time than self serve here. It's not a deal breaker but it's noticeable

I also didn't find that koodo took anywhere near the time to load and log in as PM does, at least not on post paid... Maybe I was just lucky with koodos times? 

[BearFBI]

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@kb_mv wrote:

The Koodo brand is equally slow.

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Your right. Ive checked out whats behind their website and its exactly the same as Public Mobile's self serve. 

[Barbie2]

I would have to agree the self serve is a bit slow. But a little waiting doesnt hurt. Everything in self serve has functioned well for me. 

[kb_mv]

The Koodo brand is equally slow.

[BearFBI]

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@fdrcamb519 wrote:

@fcandia 

i’ve been with PM for 6 weeks never had a problem, but everything is slow these days had to wait in a line for Costco for almost an hour, patience everyone. Stores, on the road and, logging in At Public Mobile.

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@fdrcamb519 Like Public Mobile says. "Good things come for those who wait"

Lol. They know their self-serve is slow. I dont think there is anything they can do about it. Its not like they host their servers. I would rather have a slow self serve but good security than a fast one without. Even Rogers self serve is slow. Every self serve is like this, its how their designed.

[fdrcamb519]

@fcandia 

i’ve been with PM for 6 weeks never had a problem, but everything is slow these days had to wait in a line for Costco for almost an hour, patience everyone. Stores, on the road and, logging in At Public Mobile.

[BearFBI]

@Pawprints1986 That is not a Public Mobile problem. That is a problem with EVERY carrier. Its up to public mobile to have a secure selfserve website to protect against cybersequrity Attacks, but it is up to you to not share your information. I am talking about security of the website against attacks, Not the security that is up to the user. This is for everything. Not just Public Mobile. Think of a bank. They have secure systems but if you give everyone sensitive information they can get into your bank. That is all at the users level. 

Have you ever heard of any online service that got hacked and peoples information like CC info was stolen ? I definitely don't want that. That is up to Public to protect against this and they seem to be doing it well with whats going on behind the self serve site that i can see of.

[iliketotalk]

@Pawprints1986 hi I would call it more of a tip or trick than a recommendation it.s just another layer of security so you don't get your account sim jacked 😁

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@Pawprints1986 wrote:

Since when is self serve slow because it's so secure? If that's the case why is it recommended to go in and doctor up our displayed name and address to prevent unwanted porting of our information and phone numbers ?

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[Pawprints1986]

Since when is self serve slow because it's so secure? If that's the case why is it recommended to go in and doctor up our displayed name and address to prevent unwanted porting of our information and phone numbers ?

[LurganIeUk]

Let me see.....so many people at home using internet!! The problem may also be on our side too!! Pre Covid19 I always had 75-80 speed....now 36!!! 

[BearFBI]

@gblackma Your right. They use Amazon web hosting and they seem to be using impreva for cyber security. That could be a reason why it can be a little slow when applying changes. It is a self service so it should have good security against threats. Now that i am thinking about it, the rogers self serve sucked. I think worse than PM. Took forever to load but i never used it as much.

TELUS uses AWS hosting as well but when doing a traceroute it dosent seem to be going to impreva. It goes right to the amazon Toronto internet exchange. I dont know why. I'm not a network specialist. 

[gblackma]

@BearFBI I think they are hosted by Amazon. There was a night here that someone tried to log in to their self service account and got an invalid  html code error from the Amazon servers. Stay safe. 

[popping]

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@BearFBI wrote:

@popping It has the same speed on the users end But as more and more people are joining PM I'm sure in those 2 years its gone through many server upgrades. It would definitely be noticeable if those upgrades never happend as the amount of users we have now vs 2 years ago would crush their old systems.

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Agree.  PM may still upgrade their server to handle the added traffic with similar response time

[BearFBI]

I wonder if they host their site ? if they do It could be their network connection. They might not have enough bandwidth. I highly doubt that but its a thought. Telus is a registered peer with TORIX (Toronto internet exchange) So they get a connection right from an IPX themselves. On their website it shows they pay for a 10G pipe. Thats the whole telus Network and I'm guessing their servers. So we get our mobile data internet through there but I am unsure of Public Mobiles servers. I dont know where they are located. But if they get it from TELUS's connection then they might provide Public Mobile with a lower bandwidth to their connection making their websites slow. I doubt it but its a thought. 10G is pretty slow with all the users on the TELUS data network and having still enough bandwidth left for their own servers and their flankers. Endless they don't host their website and a company like AWS does.

EDIT: They seem to use AWS hosting to host their self serve website.

[Pawprints1986]

It is freakin slow I agree. Logged in later on last night, sat there a good minute and a half waiting but nothing happened so I refreshed and waited another minute and finally in. That really is kind of ridiculous compared to any other site I've ever logged into... 

And that's already with private mode on. 

I really hope this up coming update addresses the speed too. Didn't want to complain but I do totally agree

[BearFBI]

@popping It has the same speed on the users end But as more and more people are joining PM I'm sure in those 2 years its gone through many server upgrades. It would definitely be noticeable if those upgrades never happend as the amount of users we have now vs 2 years ago would crush their old systems.

[popping]

PM is a low budget provider.  Self-serve has the same speed when I activate my first PM plan 2 years ago.  Get used to it as we are not paying too much.  I look after 8 PM accounts for my family.  It takes time to loop through 8 accounts.

[totalUser]

I wouldn't call it stealth, but 7-10 seconds per page that I'm getting now is slower than usual and very much acceptable. Payments always take a bit longer, they warn of couple of minutes. Depends also on time of day and number of users. I don't have fee fastest connection either.

[Naepalm]

@fcandia
Do not fear an upgrade is coming soon. You can even participate in it if you want, check out the announcements on the community page at the top.

cheers

[LurganIeUk]

It is slow for me too. But not as slow as OP described. And what does fricken have to do with it?

Just thinking 🤔 maybe it is designed that way so you thoroughly read before you click which means less errors for the MODS to fix. 😀😀

[Triguy]

Try clearing your cache and cookies then reboot.

Also try logging in during off peak times.

[brettster99]

@BearFBI 

Like what @Staliger maybe you are a regular human being that sleeps. I stay up 24 hours a day and update when I don't think a lot of people are on😂

[Staliger]

@fcandia sometimes it is slow, sometimes not. They will upgrade it in the future.

[dude65]

Yes it is slow at times. More people on it will slow it down. Having said that, I would suggest going to your selfserve acct later in the day or early morning.

[BearFBI]

@brettster99 Really ? Its pretty slow for me. Im on fiber internet. So im my internet is not a bottleneck. Its just the site. Even while making a payment. It takes forever. Thats why people have problems with double charges. Kinda annoying when paying or updating something. Even browsing the menus are slow. The new self serve is great and all. But the speed isint.

[brettster99]

@BearFBI @fcandia 

Really? The site is slow like that? I do notice self-serve isn't as fast as others like bell or Telus but it is not as slow as what you guys are describing. Maybe I am just lucky? 

[BearFBI]

@fcandia Unfortunately its slow for everyone. It takes about 1 minuite just to login. It dosent matter if you have the best internet in the world. Its just the site. At least it worked and you updated your card. I wish for a faster self serve too. 

[gpixel]

@fcandia maybe they will fix it someday... 👍

for now I find that using the self serve in incognito/private mode helps