Is the Prepaid Self Serve still under construction?

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Is the Prepaid Self Serve portion of the Koodo Mobile website still undergoing upgrades? I've been trying to access my prepaid account for the past few days (January 17-20), and everytime I log in, I get a "Welcome" page that is blank with no options or tabs. I don't even have access to a log out button. Any information would be greatly appreciated since I would like to top up my account as soon as possible.
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Sileon

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Posted 3 years ago

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Dennis, Mobile Master

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Clear your broswer's cache. It should be working now
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Ray

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Works fine for me. Try clearing your cache and cookies, or press ctrl-F5 (Windows) or command-R (OS X) to refresh your browser.
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Sileon

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Thanks for responding Dennis and Ray, but it doesn't look like clearing my browser's cache and cookies is the remedy. I tried that method earlier when I was reading through posts in the Koodo Community, and I've even gone as far as logging into my account via my iPod Touch and BlackBerry with no avail.
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Dennis, Mobile Master

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You will need to call koodo to take a look at your self serve account.

*611 on your Koodo cell (it's a free call - no boosters will be used)
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Sileon

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Thanks Dennis, I was thinking that would be the way to go when Ray said the Prepaid Self Serve portion of the Koodo Mobile website was working fine for him.
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Sileon

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I just spoke with a Koodo Mobile Customer Service Agent over the telephone, and he informed me that the Prepaid Self Serve portion of the website is currently under construction and will likely be for another two weeks.
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Justin Robichaud

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That would be pretty cool if it was Province specific. It eliminates a Nation-wide outage.

Thanks for the update Sileon!
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Sophia, Mobile Master

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Ah......... Sileon, you just gave me the solution to your problem. You have a Public Mobile account... I bet with the same email address?
Change that email address and all your Koodo prepaid woes will be over instantly :)

Edit: Oooppss, I'm not awake yet obviously... you said Koodo Mobile not Public Mobile, lol. But seriously though, could it be that you have an account with them? As far as I know there is nothing wrong with the portal and I can't believe it would be under construction for 2 whole weeks. Something else must be wrong with your account!
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Sileon

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Sophia, I'm a little confused by your comment.

Yes, I have a prepaid account with Koodo. (If I didn't, why would I attempt to login to the prepaid self-serve portion of their website?)

What do you suggest could be wrong with my account? If something else was wrong, wouldn't the Customer Service Agent have brought it to my attention upon our telephone conversation earlier?

If a Koodo Mobile Online Customer Service Representative is reading this thread, please chime in on the status of the Prepaid Self Serve portion of the website. Two consecutive weeks of construction does sound drastic.
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Sophia, Mobile Master

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No, I'm dreadfully sorry, I misread your earlier post thinking it said Public Mobile when in actual fact it said Koodo mobile - had a busy day. My apologies for the confusion!

Your post has been brought to the attention of our liaison with Koodo, as you said it's up to them now to confirm or deny :)
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Some random Mobile Master, Mobile Master

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Even though Sileon doesn't have a Public Mobile account, though, what the rep told him would be in line with the PM revamping (since both run on the same backend). So far, though, it appears to be working for me...
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Sileon

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In case there's any confusion of what my problem is, here's a screenshot of the page that I get upon logging into my Prepaid Self Serve account.



Also, I was reading through a thread ("Blank Page on Self-Serve") from approximately a year ago that was started by a member named Heidi. It sounds like she experienced the same problem as the problem that I've been experiencing for the past few days. Unfortunately, a resolution to her problem was never posted.

http://community.koodomobile.com/kood...
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Some random Mobile Master, Mobile Master

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This screenshot, right here, is *exactly* what I got when I was using the same username (e-mail) for both my Koodo prepaid and Public Mobile accounts.

Once I switched one of the 2 to a different username, all was well, thankfully.

In your case, though, you don't have a Public Mobile account.... so it has to be something else :(

Did you go to Public Mobile's website and try to log into their Self-Serve portal with your Koodo credentials? Maybe one of their users, with an e-mail address similar to yours, made a typo and it ended up being your e-mail add'y being their login name...

All else failing, I'd still try what Sophia suggested and try to change your username, even if only temporarily.
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Sophia, Mobile Master

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Sileon,

No official word yet but so far, it seems like yours is an isolated case and I think we should treat it as a personal bug, not a feature for now :)

To help troubleshoot, you said you tried this from various devices and browsers, which is a great start.

When you called CS, could they reproduce your problem when they tried to log into your account?

Have you asked them to reset your password just in case?

Could you please ask them (just to eliminate all factors) to change your email address to something else?
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Sileon

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The Customer Service Agent didn't try logging into my account. After I explained to him what my problem was with regard to my Prepaid Self Serve account, he simply told me that the Prepaid Self Serve portion of the Koodo Mobile website was under construction. When I asked him how long the upgrades were going to take, he told me two weeks.

I don't see how resetting my password will resolve my problem since I can log into my account fine, it's what's displayed (or lack thereof) once I'm logged in. I will contact Customer Service again tomorrow to have my e-mail address changed. Hopefully that will resolve the problem.

Thanks for the assistance.
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RudyW

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Something doesn't add up.....the mood prepaid website is not under construction, otherwise they would have a sign up. They always do. The Public Mobile site is indeed under construction and has been for God know how long. I think you got an agent who handles both koodo and public customers and got things mixed up. I f you ever had a public account though that could be an issue. If you ported in from public to koodo for example. That does cause issues with their systems.
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Sophia, Mobile Master

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Ok Sileon,

Got word back from Koodo. Prepaid self service is definitely not down right now, and certainly not for two weeks.

So it is in fact it is now established that it is your account that has a problem... make sure you get to the bottom with this :)
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Sileon

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Sophia, it looks like changing my e-mail address has solved the problem.

It seems like Mobile Masters such as yourself on the Koodo Community are more knowledgeable than the Customer Service Representatives that they have over the telephone. Before the CSR went ahead and changed my e-mail address, I was told that my browser (Mozilla Firefox) was the problem, and when I explained to her how I was experiencing the same problem with other devices, she told me customers were experiencing Prepaid Self Serve issues since Saturday as well.

Anyway, if I ever need any assistance with my Koodo Mobile account in the future, I'll come to the Koodo Community first.

Thanks again.
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Sophia, Mobile Master

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Well that is GREAT news, I'm so pleased to hear it! Glad it's all solved for you now :)
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RudyW

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While it's unfortunate, it is often true that users of any service often know more than the company's reps. This Community rocks when it comes to solving problems! Sophia and the others are truly awesome!
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Eugene

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I have been having this problem for 3 days last week.
But I solved it with a weird method.
Instead of going into prepaid self serve or self serve.com or something, try going in like prepaidselfserve.koodomobile.com/Overview/
with an overview. It worked for me but I'm not sure if it will work for you guys:)

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