What is wrong with the login system at public mobile?

[brhodgins]

Every year I attempt to log in, the attempt fails. Every year, I attempt to reset password, and despite saying that it's changed successfully, it never works. I have the passwords saved in Samsung biometrics and in Lastpass, so it's not like they're forgotten.

Now in the same boat, password reset with yet another new one, same error logging in: failed.

Contacted customer service, was asked challenge questions, answered them, but was the told they couldn't help.

Just trying to update payment information. Why does Public Mobile login have to be so painful?

[foley]

Yes.  I tried 2 different email address and had the text to reset. Went perfect but won't let me in.  In any browser.  I send a PM as suggested.  I will look for the reply box.

[softech]

@foley   what exactly your issue?

did you try to use Reset Password?  put in any email address you have and see which one get the reset instructions in the end.  

Just in case you reset it and still cannot login, wait 5 mins, then use Incognito mode to try login My Account with the latest password you reset to

Still not work?  open ticket with PM Support

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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

[foley]

I have the same issue.  I can't see what your solution was.  I can't find customer support either.

[darlicious]

@Yummy 

1. Senior CSA
2. Pm management aka Jade
3. Escalations department **
4. CCTS

** Public mobile has/had an escalations department that would actually phone customers. However a member recently escalated an issue without a further response from pm and filed a CCTS complaint. Koodo's escalations department reached out to the member to negotiate a settlement that was accepted.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Yummy]

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@darlicious wrote:

Escalate the issue if the CSA absolutely refuses to grant self serve account access.

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Escalate to whom????? Same agent? Other agent?

Did you ever try to reach level above agent to talk to (manager, supervisor)?

[darlicious]

@brhodgins 

Don't shoot the messenger.....in having your card replaced either you without realizing it or your card issuer has reversed or issued a chargeback for at least your last plan amount payment. Pm being a prepaid service you have now received services that you have not paid for which automatically triggers pm to temporarily suspend your services and access to your self serve account.

The CSA correctly but not very informatively gave you the instructions to unsuspend your service and hopefully grant you full access to your self serve account again. When did your last renewal occur? At a minimum you must purchase a pm voucher to pay for your plan amount that is now in arrears. Better yet ensure your pm voucher purchase will also cover your next renewal as well.

Once purchased contact customer support again (I strongly suggest via private message) so that you can leave a detailed message as to why your plan amount was reversed. Apologize for your card issuer not informing you of the possible consequences when and if one of the payments that they refuse to pay out is a prepaid service provider....which essentially turns you into the thief unknowingly.

Escalate the issue if the CSA absolutely refuses to grant self serve account access. They may or may not accept the new card for payments. Prepaying by voucher the amount in arrears and your next renewal or two in advance will go a long way on your part as a gesture of goodwill and honest faith that pm hopefully returns the gesture. 

The following retailers all have pm vouchers that are immediately valid upon purchase and loadable via 611 ( but I would instead give the voucher info and pin code # directly to the CSA in your follow up message.)

1. London Drugs
2. 7/11
3. Shell Stations
4. RCSS
5. TMS
6. SDM
7. Circle K
8. Wal-Mart

Best of luck.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brhodgins]

Yes, that's the case. With a new CC. The login process is so painful. Last month I had the same issue with my daughters account (her account is on my cc as well) but the CSR at the time was helpful in resetting the account after that password was changed

[Meow]

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@brhodgins wrote:

The CSR just told me to call 611. That doesn't even work. Says account is suspended.

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Suspended due to no payment? Did your renewal suppose to happen on April 1st with autopay set on?

[darlicious]

@brhodgins 

So the old card didn't expire it's been entirely replaced by your card issuer? Here in lies your much larger issue.....

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[dust2dust]

You used the Forgot your password? link, you typed in two email addresses, it accepted them, you answered your security question, it accepted it, you got the email, you clicked the reset link in it, you got to the reset password page, you entered a password twice, it accepted them, then manually tried with that email address and the new password.

Using a "clean" browser without add-ons and filters for all the browser parts.

[brhodgins]

Yes, old card is no longer valid.

[darlicious]

@brhodgins 

Have you done a chargeback, had a compromised credit? Are you updating your payment card because it's been cancelled and you were issued a new one with a new account number?

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brhodgins]

Tried that. Email or password is incorrect. No it's not.

[Meow]

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@brhodgins wrote:

The CSR just told me to call 611. That doesn't even work. Says account is suspended. Duh, that's why I'm calling.

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Exactly - duh! They should be able to reset your pass and unlock account.

Try to log in into My Rewards. Fields are bigger there and there is reset password option too. Maybe you can manage to reset password or log in with already changed pass.

[brhodgins]

Thanks, I already tried that. I've worked in IT for a long time, and have seen lots of forms based logins, but have never not had trouble with Public Mobile.

There was no autocomplete after resetting the password, so it had to be entered manually. That didn't work. Bottom line seem to be that the account is locked out, and CSR doesn't want to help.

[darlicious]

@brhodgins 

Sounds like you got a new trainee with their CSA on a bathroom break. If you have working service then you should just close that ticket and start anew. If you submitted your original request via Simple--Simon then send a private message this time or vice versa. Put "login failed" in the subject line and leave a detailed message.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[dust2dust]

Oh you're suspended. 611 can take vouchers for payment and if you have your 4 digit pin it can use the card you have on file. Another way to pay is instant top-up at some stores. You can buy vouchers in stores too and also online which is probably the link they gave you.

[dust2dust]

Obviously this doesn't help you but I just logged in fine. Don't use autocomplete. Just type in your email address and password manually. I find that autocomplete also often adds a space at the end. So when I see that then I backspace. Perhaps the same with the password. Although I don't use password saving systems and I don't save logins. The above idea of being able to show the password could be helpful to see what is going in the autocomplete.

[brhodgins]

The CSR just told me to call 611. That doesn't even work. Says account is suspended. Duh, that's why I'm calling.

[JL9]

That's weird that they asked you security questions just to say sorry we can't do anything. They have helped other customers with this before.

[brhodgins]

I've wasted 2 hours of my day dealing with this issue already. Ready to close the account and look elsewhere. Autocomplete works on every site except public mobile. Appear to work, then "login attempt failed". Every time.

[Meow]

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@brhodgins wrote:

CSR Rep said account is probably locked and they can't help, that I could only fix it by clicking on a link and purchasing a "voucher". I'm not good with that.

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Purchasing a voucher would not solve your issue with account. You could add funds but still no access.

Point of having agents is so They can unlock your account!!!!! Definitely contact them again!

[brhodgins]

CSR Rep said account is probably locked and they can't help, that I could only fix it by clicking on a link and purchasing a "voucher". I'm not good with that.

[Meow]

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@brhodgins wrote:

We only log in to either update payment information, make plan changes or check the referral ID. So not that often. Tried different browsers, different devices etc. No luck, same message every time.

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In general one does not have to log in into self-service account if everything works as expected unless you want to manually pay, redeem voucher, upgrade/downgrade plan.

It is hard to believe agent could not help you accessing your account.

Contact agent again; you might get in touch with more knowledgeable person.

Send a private message to the CSA - agent by clicking Here instead of opening a ticket.

[darlicious]

@brhodgins 

Try logging into your rewards account instead. The login is larger and easier to read your email address in case you have made a typo. You are also able to view your password before pressing enter. The login credentials are identical to your self serve account. If you can log in successfully to your rewards account then you can log into your self serve as well.

Do not explore Public Points or join or do anything with points in its name.....stay away from points.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brhodgins]

We only log in to either update payment information, make plan changes or check the referral ID. So not that often. Tried different browsers, different devices etc. No luck, same message every time.

[dust2dust]

What do you mean "every year"? Do you only login once a year? They said they couldn't help?!

Try using a different device or browser or incognito.

[Meow]

Did you try different browser? Do you try to log in from phone, PM, Mac?

Autofill should work with no problems.

How come agent cannot hep you? Did they offer to change password for you or to unlock account?