myaccount page only displays "Forbidden A1" since activation. No much help from CS_Agent support.

[podragu]

I am a new public mobile subscriber , transferred over few days after Christmas - lured by their great boxing day  specials.  The transfer itself went fine, including the porting of my mobile number  -  my phone works perfectly on the public mobile ( Telus)  network.  However  something happened during the new account activation process , because in spite of successful authentication on their eversafe platform ( which is confirmed also by the fact that I can use this forum) - I am unable to see my myaccount.publicmobile.ca page at all , not in any web browser on any PC I own , not on the Android app  - it just displays a blank page with a"Forbidden A1" message at the top.
I have opened a ticket with CS_Agent , as recommended on this forum,  they have responded initially and we went through the normal "clear your  browser cache, reinstall the mobile app, change password etc " routines - with no luck. This is clearly a servers side issue , not a client side.  
I am an IT professional by trade , quite versed in web based application delivery technologies  - and I made sure that I have eliminated any potential client side problems  - eq applied all their suggestions ( and more)  - just to be sure. But unfortunately they stopped there after the basic troubleshooting process  and in spite of  sending 2 more "please update" messages to CS_Agent - they have been totally silent for over a week now. 
So , I am unsure what to do next, because it seems  public mobile has  apparently ZERO customer support beyond the basic troubleshooting part  ?  I like the prices, the Telus network seems ok - but I can't  see my usage, can't see my invoices etc without being able the use their customer portal. 
Anyone has any  advice what I could do next ? How one can escalate inside their support org? 

thanks

[JoChat]

Yay! I'm happy it has worked for you!! I have just got it resolved as well today speaking with an agent! I am able to access account via website and the app finally!

[podragu]

Dear Community ,  wanted to let you know that my issue has been finally solved!!  On Friday I  sent yet another message to CS_Agent  and this time they have answered after about 20 mins.  I got in a back and forth message exchange with a support agent that finally opened a ticket with their internal system support crew.  They asked to follow up after 3 business days which I did this morning.  Got another agent which I asked to look for my ticket ( after explaining again what my problem was - I wonder if they properly see our communication history?) . He replied back after 30 mins and ask me to "check again" after resetting all cookies etc - mentioning that the backend support "resetted" something on my account.  And  IT WORKED FINALLY , I can confirm that myaccount site is now fully functional for me. 
So TLDR:  seems @Handy1  advice of "open a ticket with CS_agent, insist, follow up, have patience, provide maximum detail" is the only/correct  recipe to solve this particular issue type.

@JoChat  if your similar issue has not yet been solved, I guess you need to follow up the same process I did. 

[Handy1]

@podragu  That’s so strange it’s usually not that hard to get support . I wonder if the issue will fix itself on your next renewal day and start to display your account info as one would expect 

[podragu]

Dear community,  still no answer from CS_Agent, even after the 3rd reminder I sent on Tuesday and my problem is still present.  It is like CS_Agent is simply non-existent.  Does Public Mobile care about its customers in any way? Seriously ... @JoChat did you have any luck in getting some response back? 

[podragu]

Thank you @hTideGnow . Any method of escalation would be awesome.  If the CS_agents don't respond  - I really have no other idea what to do , the reason I have reached to the community.   I understand this  problem has a lower priority than someone not having mobile service,  but I have been left with no reply for over a week now.  Even "will be fixed in X days due to high ticket volume" would have  been acceptable  - but I got nothing. 

[hTideGnow]

HI @podragu 

thanks for confirming.  I was asking because the A1 Forbidden would mean a different issue if service is not working

I think you have to continue working with @CS_Agent on this issue, but maybe the Community manager @J_PM can help to escalate?

[podragu]

As I said in my previous post : everything works ( mobile phone)  EXCEPT the my account web page .  But because of that I cannot see my bills, usage, change payment method etc.  And yes, they have been silent for over a week now in spite of sending 3 reminders. my account pagemy communication with CS_agent

[hTideGnow]

HI @podragu 

but your service was working fine? or you have no service?

did agent said they will escalate?

[podragu]

@JoChat  and I have same issue since late December.  I personally sent numerous messages to the support agents via the link you have mentioned . They replied initially  and we went through the basic client side troubleshooting with no progress - because it is most likely a provider side issue.  I have sent 3 more reminders between Jan 1st ( when I had the last message from CS_Agent ) and yesterday  - with ZERO response from their side.
So yes we are stuck in this state - mobile phone works, login works  ( we can use the forum as you can see)  but we have a blank page with the "forbidden A1" message  instead of our myaccount page.
And absolutely no replies from CS_agent. 

[softech]

@JoChat 

look like there was problem with the My Account setup. But your service works?? To resolve the login issue, pleas message support agent here

                 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

[JoChat]

December 31st around 1300. I try everyday to log in to the website or the app (which I install and uninstall each time). And I get nowhere.

[computergeek541]

incorrectly chosen solution removed

[podragu]

No update so far. Sent another "reminder" message yesterday afternoon.  I dunno their backend systems obviously but I am IT professional and have been developing/managing  large web based systems for years.  To me it looks like a permission  or data set  error that happened during our activation process  - where a part of their system components ( the myaccount portion) has not been properly initialized due to some fault . @JoChat  do you know what day/time have you activated ( you can approximate it with when you got their "welcome to public mobile" email ? My activation happened on Dec28 , around 3pm EST. 

[JoChat]

Just wondering if there has been any updates? I too am experiencing the same issue as a new subscriber: that dang "forbidden a1" page. The app doesn't work for me either (keeps looping me back to login page). I too don't think it's a me problem but a them problem.

[Handy1]

@podragu  Add to existing thread it it hasn’t been more then 48 hours 

[podragu]

Actually one more question if you don't mind @Handy1  - what do you think would be better  to open a new CS-Agent thread every time or add a new message to an existing thread?  During the initial debug process I have interacted with 2 Agents "Claudia" and "Rod" which both created separate threads. But on those threads I got no reply back from them since last Monday. 

[podragu]

Thank you for the tips @Handy1 . Will continue sending them reminders every few days then,  until hopefully someone fixes the access/or data error that most likely  happened during the activation process. 

[Handy1]

@podragu  Yes they seem to be very busy with box week promos and existing customers trying to update to these new plans . But usually with in 2 hours although it can sometimes be 48 hours unfortunately. So just keep an eye on your community inbox and if no reply in 2 days submit another ticket . Some memebers say submit ticket every 2-4 hours but you then  risk having your ticket continually shuffled to the bottom of the queue 

[podragu]

Sigh , I will continue to bug them then.  Yes, I am testing every morning to see if some miracle happened and the account got fixed  - using icognito mode.  Do you have any rough idea what should I expect as response time?  Initially I got responses  within 24h, but for the past week - nada. 

[Handy1]

@podragu  sometime yes unfortunately. Have you tried clearing webroswer  cache  and cookies . And try again incognito mode / private mode or even from another device and see if that helps at all . Sorry I see you have already . But test if nothing is working only support will be able to help 

[podragu]

thanks @Handy1  but I already done that, FEW times.  I have mentioned that in my post. They have replied , we did basic troubleshooting on the client side a week ago and went silent after that.  What should I do , send a message every day  now and hope for some miracle? 😀

[Handy1]

@podragu  You just have to work with support to get it fixed 

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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