ip relay signup

[jad3]

I tried to sign up last Friday, and was rejected for "address submitted does not match our records." I looked on my PublicMobile account (the one that shows bills etc) and eventually found in My Profile there is an address on file, which was my last one. I updated that (how were the CC payments working??) and re-applied on the weekend.

I have been re-rejected for "address submitted does not match our records." Did I miss a hidden address to change? Is there some secret to this, or perhaps just PublicMobile only allows IP Relay in theory but not in practice?

The rejection email only says to not reply, and suggests I go to iprelay.telus.net to make changes to my registration, but that webpage doesn't seem to load, not that I would know how to change matching addresses to be more identical.

Any suggestions? Thank you.

[Patchio]

@jad3 

Please don’t waste any more of your precious time going back and forth with CS_Agents that don’t want to cooperate and do their jobs properly. Simply notify the CSA that you intend to submit a CCTS complaint and take the matter out of their hands.

Submitting a CCTS complaint (linked below) will automatically escalate your issue to a supervisor when the CSA’s aren’t helpful and refusing to escalate your ticket.

https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/

It takes a bit of extra work to submit the complaint on your end, but you ultimately bypass the unhelpful CSA’s that you have encountered so far, which saves you time and effort on a matter that should have been resolved a long time ago.

[softech]

@jad3   I totally understand your situation, calling Telus voice number and asking someone to call for you is not the answer you want

I think you should ask them to escalate further.  Emphasis your situation and remind them even they only piggy back on Telus system, they have the obligation to provide the help.  While asking Telus directly could be a solution, I think once Telus heard you are from PM, the Telus CS support might want to hang up right a way.  So, try to reply and ask them to escalate.  

[jad3]

@softech, alas I had to go to work, and another agent took over the ticket.

Her reply: "I advise you to contact them in order to explain what happened here because is regarding Telus not Public." She provided the general Telus voice number, and suggested I could ask someone to call for me.

As far as I can tell, Public Mobile's stance is that they have nothing to do with IP relay whatsoever, regardless of their information page.

[softech]

@jad3 don't stop there

Reply and tell them you did and not working.  Ask them to escalate with Telus

[jad3]

They told me to.... apply for the Telus IP relay program on a web browser that meets or exceeds the standards of Firefox 1.0 or Netscape 1.0, inter alia.

I have done so, for the third time now, and am awaiting results. As I was not using a Navigator beta in the first place, I strongly suspect that my results will be similar to the previous two times I applied using the same method.

[softech]

@jad3 

let us know how it turns out

[jad3]

So I have opened the ticket you suggested.

Yeah, I saw all that. I did also see the post with the link to the CRTC. Compliance is a fun thing, I suppose, but not particularly my focus at the moment. I need to talk to a bank, and my options are somewhat limited by the bank's inability to use most forms of communication.

[softech]

@jad3   I searched for some old post, the page you found on PM site was actually after someone posted the question and CS agent setup that Help page.  

https://productioncommunity.publicmobile.ca/t5/Get-Support/IP-Relay/m-p/378806

I guess the page was a bit old (hence it was still http instead of https).  But  I am confident support can help you to find the solution you want after you open ticket with them

[softech]

@jad3   so, you tried to registered at https://iprelay.telus.net/ ?

did you put in PM's account number?  honest, I am not sure if they will take PM's account number

I strongly suggest you to open a ticket with PM.  You can open a ticket with PM and likely you have to ask them to escalate and register a new account for you on the Telus server:

1. Please open ticket via Chatbot (need access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

    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 to you there

[jad3]

So, the correct solution to being unable to access a service for people who cannot use the voice or talk features on a phone is to call Telus?

[softech]

@jad3 

I guess the https is needed to get to the site (the PM article has only http)

https://iprelay.telus.net/

[softech]

@jad3  yes, what site you found is what shows on the Help Articles.  But it looks like the site is no longer maintained.  😞

this is a Telus hosted site, it is best to contact Telus for support on it.  I guess you can also open ticket with PM but I doubt they will offer much insight.  So, best to call Telus and ask 

[jad3]

@will13am I do not understand single line etc. I am not trying to see another customer's service.

My phone has been activated for a couple years now. I am trying to register for IP relay service.

[jad3]

I started with https://www.publicmobile.ca/en/bc/get-help/articles/telus-ip-relay

Which mentions iprelay.telus.net although I did not understand yet how it worked.

From there to https://www.telus.com/en/support/article/telus-ip-relay-service, which, under the section "Getting Started", sends you to iprelay.telus.net.

If these are not proper sites, I do not know where to go then.

I don't think it went through. I am not super sure how to use it anyways, last time I used a TTY I had an AGT one...

My phone works just fine. I use it for text and such, but I am finding it difficult in Canada because so many people and companies are unable to use non-phone call technology, so I signed up for this ip relay.

Yes, I wasn't too worried about the CC bit, just surprised as I thought I had changed it when I moved.

[will13am]

@jad3 , according to who.is, telus.net is an inactive site but it does seem like Telus owns it.  In any event, this site is not part of the Public Mobile service.  Moreover, each Public Mobile account can hold a single line only.  It would not be possible to sign up and see any records of another customer's service.  

https://who.is/whois/iprelay.telus.net

This is the Public Mobile activation portal.

https://publicmobile.ca/en/on/portal/activation

[softech]

@jad3   you sure not a  spam/phishing email?  

iprelay.telus.net is not a working telus or PM site.

be careful if you have use the link where you got that message from

Also, you activated on Friday? did it go through and your phone works?  I don't recall error like "address submitted does not match our records.  PM does not use address to post payment.  All they need are name/postal code/credit card number/CVV