Unauthorized access

[Blunked88]

Everytime I try to sign into my account, no matter the device, no matter the wifi network, no matter the browser type, no matter if I've cleared my entire browsing data, use incognito mode, whatever you're about to say I've tried, it says unauthorized access and I'm just trying to pay you people 🤦

[wilts58]

Two weeks later and multiple messages back and forth and still no luck.  Nothing will allow me to log into my online account. Mobile, browser does not matter.  This is frustrating.  Now , I cant compete a call, not answer an incoming call.  No idea where to turn anymore for help.

[softech]

@wilts58 

is your service working without issue and just cannot login?

Please open ticket with PM support for further assitance:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[wilts58]

Months now, I cannot log in using a browser on my computer or in the app!  I get the verify number and enter it but always then go to unauthorized access.  How can I get help????  There is no one to call. 

[cooleh19881]

Here is what really takes the cake.  I told the CS_agents that I could not access my account 4 weeks ago (first week of june), but they (CSAs) did not submit a ticket till 2 weeks later on the 19th to the engineering departmen, then only sent in the screenshots which I sent in 4 weeks ago to the CSAs on last week tuesday

What a totally joke of customer service

[cooleh19881]

and just this after I asking for an update this morning:

[softech]

@cooleh19881   so , what was the latest update?

[cooleh19881]

1. 🤷

2. I have had to ask for updates, they do not give me updates without me asking

[softech]

@cooleh19881   they have escalated to Telus engineer for further investigation?

did they give you a daily or weekend update? when was the last time they talk to you on this?

[cooleh19881]

BTW it was now been on going for 4 weeks now, and CSA have not been very helpful with a fix to this problem

[wilts58]

Get the same unauthorized message when trying to log in.  Want to make changes and cannot access for weeks!  I need help!

My wife is having exactly the same issue with her account.  Her card will expire soon and cannot update it.

[cooleh19881]

yep

[softech]

---

@cooleh19881 wrote:

I am having the same problem

---

@cooleh19881   do you have any PM service at the moment?

If not, when you last paid the account? 

[esjliv]

@Blunked88 - if you cannot dial 611 from your device, call 1-855-478-2542 or # 1-855-4PUBLIC from another device. Can Public Mobile find your account? If so, see other methods to make payments here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

If Public Mobile cannot find your account, seems Public disabled it for some reason. Have you reported any suspicious charges to your card lately? Or, have you been in nonpay status for over 90 days..if so you lost your phone number, and access to your My Account.

[cooleh19881]

I am having the same problem

[dust2dust]

While you wait to get that dorted out, if you know your 4 digit account pin then you can dial 611 use your registered credit to pay. Or buy vouchers in lots of stores or online and also dial 611 to enter them but not need that pin. Or use real time payments in some stores.

[Handy1]

@Blunked88  Please 

Message support directly
       

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

[softech · Accepted solution]

@Blunked88   I saw this from other community members, look like a problem on PM side.  Please open ticket with PM support:

Private message CS agent at 

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there