11-03-2022 12:20 PM
I am unable to sign in. My account needs to be topped up. Perfect example of how unrealiable our services really are, when in dier need.
How do we prevent such a crucial event to never happen again?
Thank you.
11-03-2022 03:53 PM
note as part of the CCTS complaints process you must have contacted your provider first and tried to resolve the issue. I see you have but you are advocating people just contact CCTS with "any issues or complaints" which isn't necessarily true
11-03-2022 03:34 PM
@Nerminr pm is all online..you knew that when you signed up , technology does fail from time to time.. lol.. look at the situation A few months ago.. huge company shut down everything..
11-03-2022 03:20 PM - edited 11-03-2022 03:22 PM
From previous experience with PM Customer Service, the security checks are things they do most of the time to prevent people from accessing other people's information. Most of the questions you should be able to answer easily without access to your account.
Ex.
Out of all of those, remembering your PIN is usually enough to get by if you are close enough with the others.
You said you submitted 10 tickets; did you mean today or over the course of your time here. Wondering if you sent 10 in basically a row on the same topic if your messages are being seen as spam and being filtered out. Usually, 1 ticket is sufficient per issue. The mods are a mix of busy and sleepy so it can take a day or three sometimes to get a response. Looks like you got one fairly quickly, so that's good! With the website having an outage (which they posted about) odds are the ticket volume is high from people like you struggling to pay, or simply people who didn't see the posting and letting them know the website is broken.
Reason for the security: Looking at your profile, you only just made the community account, it would be very easy for someone to make a community account then try to steal someone else's data. Confirming you are indeed you, and not a malicious person is a needed safety step they need to do before giving you access to the account. You know you are you and that it is legally your account, but support doesn't!
11-03-2022 03:09 PM
HI @Nerminr
You might not be able to answer them all, but I don't see any problem answering most of them
What is your PIN?
OK if you don't know this
What rate plan do you have?
Don't tell me you don't know
When was the last time you logged into the self-serve portal?
this is just estimation, logging in My account won't give you this info
How many years have you been with Public Mobile?
My account won't give you answer to this either, but this is not hard to give a rough estimation
I think just answer as many as you can and be honest and they will help
CC T S might ask you the same question anyway. LoL
11-03-2022 02:54 PM
Dont make me shone you aswell lol .
How do you expect me to find all this information if i cant even log in .
Here tell me how can retreive all this information ?
Sorry brother/sister ive had enough already from public mobile.
11-03-2022 02:42 PM
11-03-2022 02:40 PM
I submitted a ticket 10 times i think by now.
All i get is this
Dear Nerminr
Thank you for contacting me again
I am sorry I misunderstood. Are you are trying to access your self serve account
If that is the case for security reasons I really do need you verify the following information
* What is your PIN?
* What rate plan do you have?
• When was the last time you logged into the self-serve portal?
* How many years have you been with Public Mobile?
I look forward to getting your answer so I can continue to assist you
Sincerely,
Jorge_M
Public Mobile Customer Support Agent
Notice the "really" in bold letters haha .
Public public....
11-03-2022 02:33 PM
HI @Nerminr
I don't mind to file complain, but sometimes people complain too fast and forgot that they can settle it quicker with support
I quickly read some of your posts , I don't think you gone through the proper process yet.
Did you open ticket to engage PM support?
Did you try to find a solution first?
Or you just want to make it big and just want to complain ?
We try to help you to get the issue fixed first, but seems like you are more into complain and complain
Good luck. And no worry, once the system detects that 4 letters CC T S, it will send a message to the CS or Community manager.
11-03-2022 02:27 PM
I would advise anyone who is having issues or any other complaints to use the email above to report anything you think may be of a concern.
They will be more the glady to help you out.
If anyone has any other questions pleaae dont hesitate to ask.
11-03-2022 01:58 PM
inappropriate content removed
11-03-2022 01:46 PM
Are you willing to buy a voucher from a store or online? Are you able to dial 611?
11-03-2022 01:44 PM
@Yummy- That is incorrect. Turning off autopay will stop the autopay reward.
11-03-2022 01:43 PM
How though? I am still umable to sign in and public mobile wont help me.
11-03-2022 01:42 PM
@Nerminr wrote:What about the autopay rewards? I normally would be saving $2 i think just for that alone.
Due to the "crash" i am unable to renew my payment.
Keep your credit card on file. Remove autopay so PM will not charge your card. Pay by voucher. You will keep autopay reward since card is on file.
11-03-2022 01:41 PM
@Nerminr wrote:What about the autopay rewards? I normally would be saving $2 i think just for that alone.
Due to the "crash" i am unable to renew my payment.
@Nerminr no worry about autopay rewards, you will still get it as long as it is enabled.
Many members here are doing this, have a credit card setup with Autopay enabled, but manually top up using different means and they are still earning the $2 rewards
11-03-2022 01:19 PM
Call 611 and listen to your balance. If your account did not renew for lack of payment then the rewards will already be in. If your services are still working then the rewards will pay in at the renewal and the system will take the renewal amount out of the balance. The autopay card can even be an empty credit card gift card and you can use vouchers and still get the autopay reward. All the other rewards you get will also pay in.
11-03-2022 01:13 PM
What about the autopay rewards? I normally would be saving $2 i think just for that alone.
Due to the "crash" i am unable to renew my payment.
11-03-2022 01:09 PM - edited 11-03-2022 01:09 PM
There is NO compensation from PM for anything. Unless you bought USA add-on and it did not work at all (maybe).
You will not lose your loyalty reward no matter how do you pay. Your loyalty is related to being PM customer not how do you pay for service.
11-03-2022 01:09 PM
@Nerminr You won't loss anything for using voucher, it is still just a method of payment
Assuming you are on the old rewards, as long as you have Enabled Autopay, you will get the $2 Autopay discount even you manually load the voucher
11-03-2022 01:07 PM
Will i loss all my loyalty and what not if i pay via voucher?
What rewards will I be missing out on by having to resort to pay via vocher?
Will public mobile compensate for the inconvience?
Thank you.
11-03-2022 12:41 PM
thread clean up
11-03-2022 12:39 PM
HI @Nerminr to prevent it, don't wait to top up till last day. Anything can happen, it can be your credit card, can be PM
For a perfect provider, there is no such thing. Even Rogers has a major national outage couple months ago. Telus has a major one to the West last year.
I think, always have a backup plan. Have some VoIP app just in case the phone, mobile data is down. Manually pay couple days earlier
11-03-2022 12:36 PM
Nobody can. PM provided announcement. If you have to pay renewal try to get voucher and then call 611.
11-03-2022 12:33 PM
Being here for the last couple of years I have come accustomed to the bugs in the system. I see it as a trade off between having a cheap plan. Plus the rewards help to reduce your cost. If you need something more reliable then you need to pay more for a tier 1 company.
11-03-2022 12:32 PM
No technical service will be 100% reliable all the time. Get serious. The country was brought down by Rogers earlier this year. Stuff happens.
What matters is that the service works. Mine is. Maybe go to recharge.com and buy a voucher and call 611 and see if it reactivates the services. Report back your experience.
11-03-2022 12:31 PM - edited 11-03-2022 12:31 PM
You can dial 611 and pay with your CC on file or pay with a voucher.
11-03-2022 12:31 PM
11-03-2022 12:30 PM
Will i lose all my loyalty and what not?
11-03-2022 12:29 PM
Do you know of any other cell phone providers here in Canada that are reliable? Thank you
11-03-2022 12:28 PM
Buy a voucher online or in stores and use 611 to enter it. Your account will reactivate. Assuming of course that with the system being down that entering vouchers will in fact restart the account.