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still unable to sign in using the app or website

  • 31 October 2020
  • 6 replies
  • 144 views
M

are you ever going to fix your sign up? it's been almost a year since this problem has cropped up and absolutely nothing has been done about it. I shouldn't have to turn off my wifi (and sometimes even my data) on my PHONE just to be able to sign in. i've already talked to customer service over the phone when this issue first popped up for me and they were overall unhelpful.

i understand that due to covid things might be a lil short staffed here and there but i feel like fixing your sites login is literally vital to your company and its customers. you should focus on that. :/

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Best answer by James_Cricket 31 October 2020, 15:46

Hello @maltsea! Welcome to our Cricket Community Forum and thank you for your post. At this time, Cricket is not experiencing issues with our myCricket app as customers have successfully been able to log into that app and manage their accounts. 

Customer may be required to turn off their Wi-Fi to use the app due to issues with user IP address with their Wi-Fi network that may prevent access to the app. Please know that you will need an active Internet connection to use the app and our customers are able to use the app with no issues using their LTE cellular data. 

Thank you for your feedback and inquiry. 

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6 replies

J
Userlevel 4

Hello @maltsea! Welcome to our Cricket Community Forum and thank you for your post. At this time, Cricket is not experiencing issues with our myCricket app as customers have successfully been able to log into that app and manage their accounts. 

Customer may be required to turn off their Wi-Fi to use the app due to issues with user IP address with their Wi-Fi network that may prevent access to the app. Please know that you will need an active Internet connection to use the app and our customers are able to use the app with no issues using their LTE cellular data. 

Thank you for your feedback and inquiry. 

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.
M

Do you enjoy lying, James? I'm not the only one who has the login issue. Chalking it up to it being my IP relating to a WI-FI network is a huge deflection. It's been OVER A YEAR since people have started talking about this issue, either on this forum itself, or on other sites like reddit. I've done my research. On my pc, when I am HARDWIRED to the router, I am unable to login, and I get the error saying that access to myAccount (a service, not my particular account), is unavailable, call our customer service hotline for help. I have DONE this. They did not help! They did not offer any solution other than use data and just Keep trying. I live in a rural area, James. I'm lucky if I get 2 bars. I consistently get 1, which apparently, most of the time, isn't enough to even load a site like google or facebook, on my phone. HOWEVER, I will be fair and say it sometimes does work. So on my phone, on wifi, RIGHT NEXT TO THE ROUTER, because it is literally ON my desk. I cannot log in. I get the same error message in a banner across the top of the page. On my phone, with data, again, I consistently get ONE BAR OF SIGNAL STRENGTH. Because I live in a RURAL AREA. This is the best I am going to get, unless I go out of my way to another part of town, JUST to be able to get a better signal. Another part of town I might add, that would be miles away from where I actually live.

Frustrated because this issue is still ongoing, I talk to your cricket support account on Twitter. I told them a shortened version of what I am saying right now, All they told me was to switch internet connections. WHAT? As if I somehow miraculously have access to a SECONDARY internet access point where I live. In a Rural Town. Not even IN town, on the outskirts of town near an even SMALLER rural town. The internet I currently have, IS the only internet I f*cking have, James. It's so amazingly laughable that that is your gusyes solution to me being unable to log into my own account on your website, OR the app is to just connect to different internet. What internet? Where is it?

Oh, but it's not just being unable to log into my account. On data, on my ONE bar, rarely two, I am unable to solve captchas on your website, period. This makes it almost impossible to reset my password, Which I so badly need to be able to do, because I lost what my password was. It only works on wifi. Or when I'm hardwired to the router. Imagine that? But anything relating to actually submitting the process to resetting my password, logging in, any of it, is impossible to do on wifi/ethernet. So after solving the captcha on internet, I have to switch back over to data. A HUGE annoyance, that I have to keep switching back and forth between data and internet just to be able to access different functions of your mobile site. I try to submit the information. Imagine, if you will, my surprise then when, oops! It didn't go through! No error or anything, it just didn't work. Prompting me to once again, try and solve the captcha by pressing it. But it won't work on data! Back to internet! But what's the point? I've done this multiple times, hoping it will work the next time, maybe if I wait, it'll work then. Nothing. It still refuses to go through. So not only can I not login on actual internet, now I can't even login on DATA, because I accidentally overwrite my autofill, of all things. :) 

Trying to buy a new phone to upgrade my phone after mine started falling apart was a literal laborious event. Now, I have my new phone. I'm trying to activate it! But once again, I can't do it on my pc, or my phone on data. I get "unknown error". I try on data on my phone, it works, oh, except. I need to login to finish it. BUT I CANT F*CKING LOG IN, JAMES. BECAUSE MY AUTOFILL GOT OVERWRITTEN, AND I CANT ACTUALLY RESET MY PASSWORD, BECAUSE YOUR MOBILE WEBSITE, DOESN'T F*CKING WORK.

 

You, or ANYBODY else who works at this company want to tell me again you do not have account access issues or website issues related to login? You wanna try that again. Fix your f*cking website. It's not my "IP" or "wi-fi", it's you.

R

I,too, have this issue and I tracked it down to my ad blocking software. Even if you whitelist the site, it may still not work. If I need to do anything on Cricket's site using a browser or app, I deactivate my ad blocking software for the duration of the visit.

G

I’ve had this problem for years with the same results...funny how the first few years I was with Cricket I never had a problem...I too live in a rural area and only receive 1 or 2 bars on a good day and it’s like 2G.  I gave up spending hours upon hours with customer support trying to resolve.  There isn’t one other site that I have this issue logging into so it must be on Cricket’s end.  I wonder how many thousands of customers have the same issue but don’t ever say anything.

G

I don’t know if I have add-blocking software or not...but there is not one other site on the internet that gives me this issue.  And if their web site developers can’t work around add-blocking software maybe they should get some help from their parent company AT&T experts.  

S

I also have this issue and was told the only way to connect to my Cricket account was to use mobile data and that there was a security issue using home WIFI?? Really after using it for all my credit/bank and medical updates there is an issue with security for my phone account...sounds a bit like a cover up for a problem they have but can't solve.

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